Customer Experience and AI Value Realization professional with 15 years in communications automation. Connect customer goals to AI application capabilities, workflow design, implementation priorities, and investment decisions. Evaluate production performance and operational constraints to recommend application improvements, guide engineering action, and advise customer leadership. Previously grew an enterprise portfolio from $10M to $17M in annual revenue while maintaining 110–125% Net Revenue Retention (NRR).
Headline Numbers
Years in omnichannel communications automation
15
IntelePeer, 2011 – 2026
Enterprise portfolio growth in annual revenue
$10M to $17M
As Sr. Customer Success Manager, Jul 2024 – Jul 2026
Net Revenue Retention maintained
110–125%
As Sr. Customer Success Manager, Jul 2024 – Jul 2026
Annual portfolio revenue growth
$5.5M to $8.0M
As Customer Success Manager, Aug 2018 – Jul 2024
Skills
Value Realization & ROI ModelingAI Application EvaluationConversational & Agentic AIHyperCare & Production QAImplementation & OnboardingExecutive Readouts & ScorecardsCustomer Success & ExpansionHealthcare CX (HIPAA)Data Reconciliation & Audit-Ready ReportingRoot Cause AnalysisLLM-Assisted Analysis (Claude)SigmaSnowflakeJiraAgile / Scrum
Professional Experience
EmployerINTELEPEER, Dania Beach, FL2011 – 2026
AI Value Realization Analyst2026
Evaluate enterprise AI voice and SMS applications across healthcare, logistics, senior living, and insurance, connecting customer needs to performance requirements and improvement priorities from go-live through steady state.
Lead post-launch assessment across releases and production fixes, evaluating workflow completion, customer experience, and operational issues. Coordinate findings with customer and engineering teams, support cutover and regression testing, and maintain release tickets and notes.
Developed scorecards, a call-scoring rubric, and a working playbook for AI performance analysis. Packaged the methods as reusable Claude skills for scorecards, period comparisons, and ROI models.
Find the root causes behind flat or falling containment, whether in the AI, the customer’s systems, or the reporting. Confirm them with the customer, turn them into Jira stories and QA test scenarios, and verify the fix on live traffic. One finding led to a new deal with a second division of the same customer.
Build scorecards and ROI, payback, and break-even models for executive reviews, renewals, and vendor evaluations, with every figure reconciled to source data before it ships. That check has caught reporting changes and system failures before they reached a customer review.
Establish reliable measures of application success by resolving conflicting KPI definitions and validating reported outcomes. Give customers and internal teams a consistent basis for evaluating performance and prioritizing corrective action.
Assess voice and SMS workflows over time to distinguish application limitations, integration failures, business rules, and changes in customer demand. Use reconciled production evidence to identify where intervention or additional capabilities are needed.
Measure agent-assist adoption and outcomes for each human agent, including handle time, after-call work, and how often they use and accept AI-written call summaries, against the pre-launch baseline.
Deliver executive readouts and recommendations on what to automate next to customer leadership, and present product capabilities to prospects in support of sales.
Sr. Customer Success ManagerJul 2024 – Jul 2026
Grew an enterprise portfolio from $10M to $17M in annual revenue while maintaining 110–125% Net Revenue Retention.
Owned enterprise relationships from adoption and escalations through optimization, renewal, and expansion. Translated technical issues into business impact and drove resolution across engineering, operations, and implementation, including postmortems after production outages.
Guided post-launch performance reviews for AI deployments across logistics, fintech, and healthcare, setting success metrics with analytics and translating production findings into weekly customer guidance.
Tested generative AI side by side against existing conversational AI on live traffic and reported results against the customer’s containment goals.
Led AI and telephony implementations end to end, including batch migrations over maintenance windows, number porting and user permissions for each new site in multi-site rollouts, and SMS compliance registration.
Designed CPaaS and automation workflows with customers, and supported renewals, annual purchase orders, and set priorities for the implementation team across accounts, balancing break/fix work against new projects.
Customer Success ManagerAug 2018 – Jul 2024
Grew annual portfolio revenue from $5.5M to $8.0M, earning promotion to Sr. Customer Success Manager.
Managed the full post-sale lifecycle across onboarding, adoption, support, optimization, retention, expansion, production escalations, and go-lives.
Worked across the company to deliver onboarding and go-lives without disruption.
Account Manager / Project ManagerAug 2014 – Aug 2018
Managed a $1.1M–$1.2M client portfolio while delivering CPaaS and SaaS projects.
Led product demonstrations, proposals, onboarding, customer training, and account reviews. Supported technical investigations and translated customer feedback into product improvements.
Onboarded and trained new hires, and made quarterly site visits for feedback on product and support performance.
Help Desk / Product Support LeadApr 2012 – Aug 2014
Owned frontline troubleshooting and customer communication from first report through resolution. Built knowledge content and worked with Product and Development on customer-driven improvements.
Transcriber (Part-Time)Aug 2011 – Apr 2012
Education, Certification & Training
B.B.A., Sports Administration · Saint Thomas University
Customer Success Manager Certified Professional II · Gainsight