PROFESSIONAL SUMMARY
- Results-driven IT Client Service Team Manager with a focus on delivering outstanding client experiences (CX), achieving operational excellence, and leveraging data storytelling to guide strategic decisions. Over18 years of experience in relationship management (RM), service delivery management (SDM), revenue growth, churn mitigation, process optimization, as well as team management and development.
CAREER HIGHLIGHTS
IT Managed Services:
- Built and scaled the Client Success Manager (CSM) Team from the ground up.
- Increased existing client annual net new revenue (NNR) from 6% to over 13% of total firm revenue.
- Reduced client churn by more than 50% from 11% to under 5%.
- Boosted gross margin (GM) by 14 percentage points, collaborating with VP, Operations & VP, Finance.
- Elevated Net Promoter Score (NPS) from below 30 to consistently above 80 within two years.
- Expanded CSM team by 300%, driving improved service delivery and client engagement.
- Invited to join Operations Leadership Team in 2020 and Executive Leadership Team in 2023.
- Earned an MBA in two years while balancing full-time work responsibilities.
IT Certification Services:
- Grew annual certification voucher revenue from $36M to over $51M, driving notable business growth.
- As Change Manager, led the development of an online voucher platform, reducing FTE burden by 50%.
- Awarded for exceeding sales goals and leading a Microsoft World Partner Conference joint campaign.
PROFESSIONAL EXPERIENCE
MSP (2016-2025)
Client Success Manager – Team Leader
- Current MSP is an IT-managed service provider (MSP) and consulting firm for the law firm and association industries.
- Primary Responsibilities
- Directed Customer Success Manager (CSM) team and served as a CSM for strategic clients.
- Designed and enhanced Quarterly Business Review (QBR) delivery for improved client engagement.
- Developed a two-week CSM training program to accelerate new hire productivity.
- Monitored customer satisfaction (CSat) using NPS and created custom Salesforce banner for visibility.
- Coached CSMs on client escalations, from minor incidents to full-scale, process-driven recoveries.
- Trained CSMs on advanced sales techniques, using the Same Side Selling methodology to drive results.
- Identified cross-selling opportunities by creating a service penetration matrix to increase revenue.
- Developed sales enablement materials, including a service catalog with value propositions.
- Helped CSMs deliver high-impact presentations, including visual proposals and oral preparation.
- Tracked KPIs, such as NPS, MRR, ARR, NNR, and project revenue, presenting insights to the ELT.
- Partnered with ELT on profit margin strategies & collaborated with Marketing on sales initiatives.
- Created a Total Client Profile (TCP) matrix with tech stack, margin, and vertical to aid account planning.
- Attended CSM QBRs to assess team performance, provide feedback, and stay attuned to client needs.
- Built standardized processes to improve efficiency, such as client onboarding and account recovery.
- Systems Leveraged: Salesforce, ScalePad Lifecycle Manager & Insights, Asana, Slack, IT Glue, ConnectWise
- (Continuum), Liongard, Bloom Growth, BrightGauge, Microsoft 365, Intune, Infrascale, Vipre, Keeper, Harmony SASE Perimeter 81, KnowBe4, Vonage, Pluralsight, BambooHR, Indeed, & Catalytic Coaching.
Career Progression:
- Client Success Manager – Team Leader October 2021 – January 2025
- Senior Client Success Manager April 2016 – October 2021
MSP in Maryland (2012-2016)
Client Technology Manager
- MSP is the premier Managed Service Provider (MSP) to the national automotive industry.
- Managed client relationships, retention, and revenue growth, reporting directly to the President & CEO.
- Generated approximately 5% of the firm’s annual revenue through existing client business development.
- Conducted QBRs with owners and executives of the nation’s largest automotive groups.
- Analyzed service delivery performance to confirm achievement of KPIs, presenting insights to the ELT.
- Collaborated cross-functionally to ensure prompt and precise execution of project deliverables.
- Trained and mentored new Client Technology Managers to uphold the highest standards of service.
Exam Company (2006-2011)
Manager, Global Voucher Teams (Client Sales & Service)
- This company is a global provider of testing and assessment services. Certification vouchers are a multimillion-dollar revenue stream, often bundled with training, and used as a marketing tool to drive certification adoption.
- Led a global team of inside sales and service representatives across NA / LATAM, EMEA, & APAC regions.
- Partnered with Fortune 100 clients (e.g., Microsoft, Apple, & Cisco) to build global marketing campaigns.
- Assisted Development Team in building an online voucher system to improve CX and reduce overhead.
- Presented performance metrics to Executive Leadership Team (ELT) to guide strategic decision-making.
- Created joint trade show campaigns to drive certification adoption and voucher sales.
EDUCATION
- Master of Business Administration
- Dean’s Certificate of Excellence
- LinkedIn Top 100 MBA Programs Worldwide (2024)
- Bachelor of Business Administration Concentration in Marketing
- Vice President, International Business Club
CERTIFICATIONS & AWARDS
- ITIL 4 Foundation Certification Currently Pursuing
- Spreadsheet Modeling Certificate Harvard Business Publishing
- Creating & Implementing Innovative Client Solutions Apple Client
