What’s my story?
I’m Emily, a customer advocate, experience designer, and systems thinker.
With a background spanning roles in Product, Customer Success, and Marketing, I excel in fostering collaboration across diverse teams and driving growth strategies through a human-centered approach.
Curious by nature, I thrive on tackling big-picture, complex problems to drive customer-centric decision-making. I've contributed to leading B2B SaaS companies like Cisco and RingCentral, global media brands such as Disney, and Ivy League institutions, leading digital transformation and discovering my passion for business strategy through service design.
Despite earning degrees and certifications from prestigious institutions like the University of Pennsylvania, MIT Sloan School of Management, and Rutgers Business School, one of my proudest achievements remains my stint as mayor of Space Mountain on FourSquare. ✨
🏆 Women in CX Collaboration Award nominee + Most Innovative Customer Success Initiative shortlist + 2x Webby Award winner
👩🏻💻 15+ years experience at start-ups, big tech, media, and SLED
🍕 Working remotely from New Jersey
CV
Work Experience
RingCentral
March 2022 - present
Director, Customer Experience
Cisco Webex
Jan. 2020 - February 2022
Customer Journey Manager
Rutgers Law School
Jan 2018 - Dec 2019
Director, Digital Experience
Penn Law
April 2012-Jan 2018
Senior Digital Experience Lead
Freelance Consulting
2008-2016
Provided services to startups, including Hipmunk (acquired by SAP Concur), Signpost (backed by Google Ventures and Spark Capital), and others.
The Walt Disney Company
Aug 2008-Sept 2009
Producer/Host, Radio Disney AM640
Education
University of Pennsylvania
Master of Liberal Arts, New Media Studies
Rutgers Business School
Mini-MBA, Executive Education
La Salle University
B.A., English and Communication double major; Multimedia Design minor
Recent Training & Certifications
Organizational Design for Digital Transformation Certificate, MIT Sloan Executive Education, Dec 2021
Reforge Retention + Engagement Series, June 2021
Journey Mapping Bootcamp, Bodine & Co., Dec 2020
Digital Product Management Fundamentals, University of Virginia Darden School of Business, Sep 2019
Awards & Affiliations
Women in CX Collaboration Award nominee, 2023
Most Innovative Customer Success Initiative shortlisted team, 2022
2x Webby Award winner, 2013 & 2014
La Salle University Communications Department Alumni Advisory Board, Vice Chair (2013 - 2016); Digital Media subcommittee (2012 - 2016)
Speaking
“Bridging customer success and product development,” Customer Success Festival NYC, March 2024
Chair, Customer Success Festival San Francisco, Sept 2023
Presenter, “Design Thinking for Your Future,” The Writers’ Exchange Vancouver, Oct 2020
“Keeping K12 and Higher Education Connected,” Webex, March 2020
Guest speaker, Virtual Explorer Executives on Campus at La Salle University, Sep 2020
Guest speaker, Fox School of Business Honors Program at Temple University, April 2019
Presenter, Ivy+ Conference at Stanford University, March 2016
Latest & Greatest
As of May 2024
Reading
“No Hard Feelings: Emotions at Work and How They Help Us Succeed” by Liz Fosslien and Mollie West Duffy
Learning
Taking an online course from IBM on AI for business strategy
Watching
Rewatching “Portlandia”
Obsession
Daydreaming about future travels: London and Los Angeles