10
YEARS EXPERIENCE
CS Automation Leader
As one of the first pioneers in Tech Touch, I redefined the Customer Success Manager role by adopting marketing automation, elevating Net Revenue Retention (NRR) by 25% in a $10 million ARR portfolio. This breakthrough led to the creation of a digital customer success team, Tech Touch, under my leadership. My model has since been replicated across several organizations, from tech to publications.
PREFERRED TECH STACK
Tech Touch Consulting
I collaborate with data engineering, revenue operations, onboarding, and customer success operations teams to orchestrate automated customer success journeys that lead to higher net revenue retention and predictable upsells.
Launching Tech Touch begins with a vital Tech Stack and Data Infrastructure Audit. I'll evaluate your technologies and data integration, identifying inefficiencies to align them for optimal Tech Touch implementation. This includes refining your tech contracts and securing the best terms with vendors. The goal is to optimize your tech stack and data infrastructure, providing a solid foundation for implementing Tech Touch and a clear roadmap for your scaling strategy.
CS TECH STACK
AUDITING & PROCUREMENT
Navigate the complexities of implementing customer success and revenue technologies with ease. I expertly handle all aspects of new technology implementation and collaborate with your teams to enhance existing systems. My focus is on streamlining processes, ensuring efficient restructuring, cleanups, or revamps, and aligning technology with your business goals.
IMPLEMENTATION
NEW OR EXISTING CS TECH
Leveraging my extensive experience, I guide you through the creation or optimization of your CRM's Data Schema, setting the stage for successful campaign launches. By focusing on key data points, I ensure these campaigns are not only effective but also scalable. In customer journey mapping, I carefully refine each interaction to amplify your strategy's effectiveness. I offer tailored guidance on playbook mapping and automation strategies, facilitating a seamless and strategic evolution in your tech touch journey.
STRATEGY
CUSTOMER JOURNEY MAPPING
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