Director, Professional Services Kount, an Equifax Company
Director, Professional Services, 08/2021 – 10/2024
Led both Data and Fraud Analysts with oversight in preventing and disputing chargebacks, driving positive
revenue, securing retention and analyzing data outcomes for the largest global eCommerce brands.
• Led YOY growth in 2021 (22%), 2022 (16%), 2023 (9%) and 2024 to-date (10%).
• Achieved 100% retention of existing customer renewals in 2021/2022/2023 by increasing optimization,
reducing first/third party fraud, while maintaining extraordinary relationships with executives and c-suite.
• Developed & managed key CS metrics, including NPS, churn rate, customer lifetime value (CLTV), time to value
(TTV) adoption rate, and A/MRR to boost customer satisfaction and drive business growth.
• Revised employee onboarding program from 90 days to 60 days by adjusting content and workflow needs.
• Developed operational efficiencies to tackle increased workload, without need to hire throughout multi-year growth period. Resulted in $200,000 savings annually in full compensation.
• Built an expert-level, high performing Professional Services team through consistent feedback, professional
development, career-pathing and coaching techniques.
• Deep technical/data knowledge with ability to communicate complex information easily to customers.
• Business tooling experience with Tableau, Jira, Zendesk, Splunk, SalesForce, Gainsight, Google Suite, MS Office.
Sr. Client Success Manager, 02/2019 - 04/2021
Served as primary point of contact for global digital brands across U.S., EMEA, APAC & LATAM.
• Promoted to Enterprise Level Customer Success Manager within first 9 months of hire.
• Exceeded quarterly management business objectives (MBO’s) at 102% (2019) & 105% (2020).
• Accountable for multi-million-dollar book of business for company with stellar KPI results.
• Exceptional interpersonal relationships from C-Suite to operator and worked closely across internal teams
(Sales, Marketing, Product, Engineering, BI & Data Science teams).
• Led 200+ customer platform implementations, trainings & QBR’s working with such processors/platforms as Braintree (PayPal), Big Commerce, TokenEx (now IXOPAY), WooCommerce, Shopify, + others.