Professional Background

As employee number one at VidGrid (2013) and Clinician Nexus (2017), I’ve had the privilege of working alongside amazing founders to build engaging customer experiences, launch enterprise software implementations, build teams, lead, and explore new frontiers. This has allowed me to touch and affect almost every aspect of a startup, while developing deep roots in customer experience, HR, operations & finance, and product.

Two startups, three startup accelerators, and four co-working spaces later, and I’m countless lessons from dozens of founders and hundreds of high-impact decisions into a wonderfully fulfilling career.

I’m immeasurably thankful, and immensely excited to keep building on it.

Techstars x United Healthcare - Class of 2020 Entrepreneur In Residence

Along side the amazing Matt Miller (Managing Director) and Pete Nelson (Program Manager), I had the privilege of working with founders and teams from world-class healthcare startups on honing their vision, improving their customer experience, understanding the landscape they exist in, and more.

Clinician Nexus (2017-2020)

Chief Operating Officer 2018-2020; Dir. Customer Experience 2017-2018; **Cedars Sinai Accelerator 2019

Brought on board to develop customer operations, we were able to create a customer-centric culture by creating easy-access communication channels, onboarding and user-education strategy, account management and relationship systems, and a feedback loop to keep the customer voice central to development and marketing efforts. These efforts contributed to growth from 1 beta customer on Clinician Nexus to 170 hospitals, near sustainable revenue, and a scaled roll-out to one of the nations largest health systems.

Previous startup experience gave me valued perspective in other areas of the business as well, and made the transition into leadership and operations an amazing opportunity and natural next step. Working with - and as an extension of - the founding team, we were able to grow the team from founding team + me, to 10 FTE and a team of fractional specialists, as well as implement an engaging employee onboarding experience with health & retirement benefits, and raise a $1.5M series seed round (mine was a supporting role in the fundrainsing).

I go in-depth with the immense impact my roles and time at Clinician Nexus had on me on LinkedIn.

VidGrid (2013-2017)

Head of Customer Success 2016-2017; Head of Customer Support 2015-2016; Marketing and Customer Support 2013-2015; **Techstars Cloud Program 2016

My first foray into startup-land and into the world of software. Here I gained an appreciation for the way that the whole business needs to talk. We worked together as a single unit to create a product that people really loved. My focus and crowning achievement was the development of systems that put the voice of the customer at the center of various operations. We didn’t just develop customer support processes for the sake of answering questions, but for the sake of learning from people and developing relationships. Good customer experience development educates the user as well as the business, and in doing so, creates scale. User asks a question, business answers question, business logs feedback, business makes answer more obvious, future customers don’t need to ask that question anymore.

When all was said and done, our work drove sub-3% churn, NPS of 65+, speedy bug fixes, and a great balance of long-term road-map focus and quick turnaround on new feature requests. Customers feel heard, the business can focus on vision, and everyone is happy :)

Service Industry

I didn’t do an internship in college which, you could argue, was a bad idea. But a big reason for that was that I just loved working in a pizza shop so much. In fact, I owe much of my professional people skills, problem solving, and managerial skills to my time in the service industry. I learned to accel in customer service, developed my ability to keep a cool head in chaos, and understand the importance of leading from a place of earned authority. I certainly made amazing friends, and pounding pizza dough and pulling pizzas from the oven sure was a hell of a forearm and shoulder workout!

Why am I including this? Because it’s shaped who I am and how I view things. Hard work, hustle, and opportunity to learn are apparent in service as much as anywhere I’ve found it in the business world.

Davanni’s Pizza and Hot Hoagies - kitchen lead (college)

Infinity Scaffold - warehouse worker (summer before college)

Highland Movie Theater (highschool)