I’m a client-focused Customer Success leader with an excellent global mindset, built around bridging people, processes, and technology to increase productivity and minimize costs. I’m adept at building strong working relationships at all levels while prioritizing effectively to meet tight deadlines.
At Avalara, I’ve served as Senior Enterprise Customer Success Manager and E-invoicing Specialist for EMEA, strengthening cross-functional collaboration and improving resolution time for complex client issues by 20% through streamlined processes and better inter-team communication. I’ve led strategic check-ins, executive business reviews, and in-person meetings across Europe and the USA to increase product adoption and uncover upsell opportunities.
I’ve managed high-value at-risk enterprise accounts using targeted get-well plans, resulting in zero churn for enterprise customers under direct management. I’ve also delivered senior-level e-invoicing expertise and tailored best-practice training that boosted customer compliance readiness by 15%, while acting as a trusted advocate influencing product roadmap decisions.
Before that, I built a foundation across customer support, compliance, and account management, including reducing escalations by 25% through proactive engagement and early risk management. Earlier management experience includes leading a team of 8 videoconference engineers and creating a solution with a 6-month, £2.4 million UK Government contract, reinforcing my ability to lead teams, coach others, and drive outcomes.
