sandy@leftfour.com
About Me
Education
San Francisco State University
Bachelor of Arts, Mathematics
Diablo Valley College
Associate of Arts, Liberal Arts
Leaders Excellence at Harvard Square
MBA-Leadership Essentials Certification
Work & Experience
Gradient AI 07/22/2024 - 06/16/2025
Customer Success Director
AI-powered insurance analytics SaaS platform serving P&C claims, underwriting and Group Health underwriting. Improved operational efficiency by 25% across customer segments by launching scalable Customer Success processes and defining tools, metrics, and frameworks. Accelerated time-to-value by 20% through improved change management, enhancing cross-functional pro-ject delivery with Sales, Data Science, Product, and Engineering teams. Improved retention, adoption and engagement KPIs by 15% by instituting measurable customer engagement framework and risk mitigation best practices that drove stakeholder alignment and clarified success metrics. Developed outcome-based Success Plans, lifecycle playbooks, customer health scoring metrics and customer jour-ney mapping that boosted retention and expansion through strategic, outcome-driven engagement and VOC in-sights. Owned 4 enterprise P&C accounts totaling $1.14MM in ACV, leading cross-functional delivery and integration initia-tives with C-level stakeholders and third-party vendors. Achieved 12% gross ACV growth by securing vendor integrations and expanding enterprise partnerships. Delivered two key projects and renewed a dormant customer, establishing data-driven project plans and KPIs through stakeholder alignment to drive accountability.
Riskonnect (formerly Ventiv Technology) 05/01/2007 - 05/01/2024
Director of Customer Success and Support
Riskonnect acquired Ventiv in 2024. Ventiv Technology (previously AON eSolutions) is a SaaS InsurTech provider of claims, policy, billing, and risk software, working with P&C insurance carriers and TPAs, finance, healthcare, construction, food service, communications, media, retail, government, property management, energy, transportation, automotive, and self-insured customers. Progressed through eight roles over 17 years, from Support Analyst to Director through consistent leadership im-pact and cross-functional execution. Achieved 93% customer retention and improved NPS from -23 to +39 through strategic team restructur-ing and CX alignment. Oversaw a $56MM ARR portfolio spanning 410 accounts, driving consistent growth and retention. Delivered 10% YoY revenue growth through robust expansion strategies, including upselling, cross-selling, and proactive renewal management. Improved team retention and promotion rates by 50%, fostering a high-trust, growth-oriented culture, mentor-ship program, inclusive leadership and clear career pathing. Reported on CS metrics and customer health to executive leadership, aligning OKRs with CS strategies to improve renewal forecasting and engagement impact. Oversaw team budget planning and resource allocation across 20 CSMs, 16 global Technical Support Analysts, and 4 Team Managers through strategic enablement, collaboration, and growth-focused leadership ensuring alignment with growth and retention goals. Orchestrated onboarding, change management, and customer adoption plans by aligning CS Ops, Sales, Marketing, Product, Development, and Finance, driving seamless delivery and scalable growth. Facilitated C-level QBRs and executive stewardship sessions with enterprise accounts to align on strategic goals, high-light ROI, and influence renewal and expansion decisions. Fostered customer advocacy by cultivating referenceable relationships and supporting case studies, contributing to marketing and sales enablement initiatives.
BenefitStreet 02/01/2006 - 05/01/2007
Technical Operations and Facilities Manager
• Directed IT team in overseeing equipment installation, maintenance, and repair across office, onsite datacenter, and offsite datacenter, resulting in 20% increase in operational efficiency • Oversaw operations across 12 nationwide facilities, implementing password policies that slashed unauthorized access by 30% • Managed a $50M budget, executed procurement strategies and performed OPEX vs. CAPEX analysis to enhance financial performance • Led remote expansion of new facilities by managing site visits, equipment setup, and Thin Clients training, leading to a 30% increase in operational capacity • Managed consolidation/relocation of two locations into one, handling budgeting and vendor selections, resulting in a 15% reduction in costs
ValleyOak Systems 05/01/2005 - 01/31/2006
Technical Operations Lead
• Improved customer service standards by building robust relationships with Fortune 100 clients and efficiently resolving technical issues. Boosted customer satisfaction by 10% through proactive issue resolution and effective communication • Streamlined help-desk ticketing processes to address both basic inquiries and complex technical issues effectively, resulting in a 20% reduction in recurring problems. Led user acceptance testing (UAT) planning for successful project completion • Successfully planned, executed, and documented a new Active Directory rollout for 30 remote users. Developed a comprehensive instruction manual for user cutover and troubleshooting. • Demonstrated proficiency in various technologies, including Microsoft SQL Server, Oracle, VOS Portal, iVOS, and more to optimize system performance • Developed and executed ad-hoc and formulated queries, along with update statements, for Oracle and MS SQL databases to align with client and business requirements
California State Automobile Association 09/01/2000 - 04/29/2005
Operations Supervisor
• Achieved a 95% customer satisfaction rate by leading a 21-member team with a focus on strict policy adherence and service excellence • Mentored team members to achieve 100% adherence to file handling protocols, boosting customer retention rates by 30% and fostering collaboration • Championed staff compliance with Department of Insurance regulations by surpassing industry standards through ambitious performance targets • Empowered staff through training in automobile accident evaluation and responsibility determination, fostering collaboration with the automotive sector to improve productivity • Achieved organizational success through strategic recruitment, offering constructive feedback and securing top talent for a high-performing team