More than ten years in Life Sciences Enterprise Level Customer Success and SaaS software implementation experience, delivering superior,demonstrable success building relationships. With a consultative approach, effectively able to evaluate, analyze and translate client requirements into bespoke projects to provide value added experience for a wide variety of pharmaceutical and biotech companies (including Top 20).

Solid, comprehensive grasp of R&D, Clinical Operations and Commercial Operations with proven ability to provide thought leadership in a dynamic and complex environment. Project Management Certification from UCLA.

Key Skills

Global Customer Success

Training Development and Delivery

Commercial Operations

SaaS Implementations

Regulatory Compliance Experience

Customer Health Metrics

Project Management

Change Management

People Management

Experience & Achievements

BRUKER CELLULAR ANALYSIS (R&D)(2022 – Present)

A premier functional cell biology company focused on the discovery of cellular therapies, biopharmaceuticals, and other cell-based products.

Customer Success Manager

Partner with global, enterprise customers (including Fortune 500) at the point of initial onboarding to ensure customers receive appropriate training and support for quality, holistic onboarding experience as a set up for a successful post-sale relationship and ongoing renewals.

Co-manage customer relationship during steady state with Commercial and Field Teams ensuring revenue targets. As our research products are so complex and require ongoing support, consistently liaise with industry-specific internal cross-functional teams including Field Application Scientists and Field Service Engineers, as well as traditional cross-functional relationships such as Commercial, Commercial Operations, Product Marketing and Quality, during escalated moments this may include R&D teams, Application and Sustaining Hardwareteams as well.

Manage Tier 3 escalations, the highest level of escalation, including alignment of the cross-functional teams, timelines, identification of root case, mitigation steps, customer communication and any necessary CAPA or quality-related actions required to achieve closure.

Develop, track and report on key performance metrics and dashboards associated with the customer experience.

Manage key customer satisfaction-related surveys, e.g., Net Promoter Score (NPS) annual survey, Customer Satisfaction Score (CSAT), Onboarding survey, Ad hoc surveys as required.

Actively pursue ongoing process improvement opportunities; particularly focused on Voice of Customer (VoC) and Commercial Operations.

Author and maintain Commercial Operations Process and Customer Success SOPs.

Experience & Achievements

PHLEXGLOBAL, INC.(2014 – 2022)

Trial Master File (TMF) System and services organization supporting the world’s leading pharmaceutical, biotechnology and Clinical Research Organizations.

Client Success Manager

Successfully managed 13 highly diverse clients, 20 active projects and global client and internal teams with a portfolio value of more than $15M.

Project managed technical SaaS system implementations, ongoing change controls, and compliance focused service projects in support of quality Clinical Trial outcomes.

Proficient in JIRA and comfortable with Agile approach.

Executed the company’s overall strategic vision to grow and maintain remarkable client relationships.

Partnered with business and technical development teams to define and deliver the best solutions to support client needs while working under the regulations of CFR 21 Part 11.

Communicated ongoing client requirements to ensure exceptional project results.

Designed and delivered training content to support regulatory compliance as well as client acceptance and satisfaction with the solution while surfacing areas of potential exposure and escalating as necessary to mitigate risk.

Repeat presenter for University of Southern California (USC) Trial Master File section of Regulatory Affairs program.

Business Development Manager, U.S. Western Region

Manage business development process from lead generation through requirements gathering and proposal stage to contract negotiation and deal closure. (Clients include Top 20 pharmaceutical/biotech firms)

Actively participate in problem-solving and solution recommendations to clients striving to achieve regulatory and clinical compliance and the benefits of improved processes.

Strong ability to present technical content and demonstrate specialized electronic solutions to all organizational levels – emphasis on clinical, regulatory, and quality teams.

AMGEN, INC. (2003-2014)

A top biotechnology company dedicated to serving patients by transforming the promise of science and biotechnology into therapies that have the power to restore health or even save lives.

Manager, Strategy & External Operations Global Regulatory Affairs & Safety (GRAAS)

Over an 11-year period held various roles within the GRAAS team including Project Management, Strategic Vendor Management, System Training, Change Management, Global Outsourcing, Pharmacovigilance and Mergers & Acquisitions.

Education

University of California, Irvine

University of California, Los Angeles

Bachelor of Arts

Project Management Credential Program

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