My main areas of interest can be summed up in three areas: customers, creating efficiency, and challenging others to learn. I'm driven by a thirst for knowledge, and leveraging that knowledge to improve systems.
I began at Google as a founding member of the first AdSense Customer Success team, before CS existed as a field. I worked with an elite team to tread new ground defining what Customer Success at Google meant.
As the team was maturing from its nascent state, we began to realize the importance of data and analytics as a core piece of our model. Without engineering support for tools to aid us, we built our own customer database as well as a CRM. Due to my strong innate curiosity, I taught myself SQL and MS Excel to become the data lead for our team, driving all data analysis to inform our KPIs and targets.
I moved into leadership within the team, where I discovered a passion for guiding and mentoring. I designed training programs for new hires, helping develop their sales and account management skills as well as fostering their career growth and experience via projects tailored to their individual interests.
At Etsy I applied and extended upon the principles I'd learned to build out Etsy’s first scalable, revenue-focused Seller Success team. Etsy had a large seller base, but with their focus lying heavily on the individual seller, scalable optimization had never before been attempted. From scratch I designed the strategy, KPIs, outreach model and the underlying data model to reach all new Sellers and improve their understanding of the platform as well as their performance. Through testing and iterations, we developed the first proven revenue-oriented model at Etsy.
I furthered my appreciation for management and helping others when I hired my own team of 4. I challenged them to each own part of the development of a world-class education and success program. Participating in the growth and excitement of each member of my team has been the single most rewarding experience of my career.
Since Etsy, I've been building and optimizing teams in new industries and environments. Venturing into the unknown with only my previous experiences to guide me has been a hugely valuable learning process.
I continue to be pushed by my desire to learn, and in so doing I strive to have a large and lasting impact on the companies, teams, and people I work with.
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