I've spent eight years at Block Inc. growing and retaining a $20M portfolio of 300+ medium-to-enterprise accounts through strategic account planning, upselling, onboarding, and customer success initiatives.
I use Salesforce and Looker to turn customer data and KPIs into retention and upsell opportunities. I’ve partnered with Agile, Engineering, Support, design, and product teams to improve customer journeys, influence Square’s product roadmap through voice-of-customer feedback, and increase product adoption and NPS.
I also created Square’s global Account Management QA framework, achieving 100% compliance across 200+ team members. Through training, coaching, audits, change management, beta testing, and pre-launch feedback, I’ve improved service ratings, reduced escalations, and helped deliver smoother product rollouts.
