Experience

Lone Wolf Technologies

• Canada
• Software Development
• 400 - 500 Employee

• Senior Manager, Client Success

  • Dec 2022 - Present



Syntellis Performance Solutions (now part of Strata Decision Technology)

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Team Lead

  • Apr 2022 - Dec 2022

• Senior Client Relationship Manager

  • Jun 2020 - Apr 2022



Kaufman Hall

• United States
• Business Consulting and Services
• 200 - 300 Employee

• Senior Client Relationship Manager

  • Sep 2019 - Jun 2020



PowerSchool

• United States
• E-Learning Providers
• 700 & Above Employee

• Supervisor, Customer Success

  • Jun 2019 - Sep 2019

  • Oversee talented team of 6 Customer Success Managers by actively communicating relevant information, removing roadblocks and delivering positive feedback• Empower team by supporting and delegating to promote ownership, create opportunity for advancement, and to build leadership pipeline• Mentor newly hired employees on process and assisted in developing training manual for all Customer Success to use for reference purposes• Adjust job assignments to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands• Encourage collaboration with other departments, leading by example, to grow awareness of Customer Success• Participate as Customer Success stakeholder for 6 product lines, providing "At Risk" customer information, feedback on process, and customer communications in monthly Product Council meetings Show less

• Team Lead, Customer Success

  • Jan 2019 - Jun 2019

  • Supervised team of 4 Customer Success Managers to retain $51 million annual renewals for 900 accounts - 100 of which were my own• Provided mentoring in weekly 1:1s to discuss account strategy, at risks, roadblocks, training needs, ongoing development• Served as first point of escalation for Customer Success Managers - handling customer escalations and concerns related to contractual or services issues• Worked effectively across functional teams (i.e. legal, renewals, sales, services, product, accounting) to develop close partnerships to advocate more efficiently for customers and to remove roadblocks quickly for team• Provided weekly reports to Manager, including: trends within Customer Success, company processes, customers, and key At Risk accounts• Served as Customer Success stakeholder at weekly triage meeting for 6 product lines, providing feedback on Product/Engineering cases, ensuring all stakeholders were aware of customer impact Show less

• Senior Customer Operations Manager

  • Aug 2018 - Dec 2018

  • Maintained 98% gross renewal and 102% net renewal rate for portfolio of 1000+ customers, spanning 7 states• Maintain revenue base by securing long term contracts, driving white space opportunities and resolving customer issues in timely manner• Developed negotiation skills to secure long-term contracts as well as enforce company terms of service (Cancellation requests)• Proactively communicated to customers by strategically identifying those that would receive 1:1 touch points (with varied frequency, depending on strategic value/total ARR/Risk) versus 1:many email/"tech touch" communication• Worked effectively across functional teams (i.e. legal, renewals, sales, services, product, accounting) to develop close partnerships to advocate more efficiently for customers• Product Council Stakeholder – worked closely with product, engineering, support, services, sales teams to be the voice of the customer and provide continuous feedback• Influenced product enhancements/releases by highlighting the value proposition to internal Product and Engineering stakeholders Show less



TalentEd by PeopleAdmin

• United States
• Education Management
• 1 - 100 Employee

• Customer Success Advisor (Acquired by PowerSchool)

  • Sep 2015 - Aug 2018

  • Maintained 98% gross renewal and 102% net renewal rate for portfolio of 1000+ customers, spanning 7 states • Maintain revenue base by securing long term contracts, driving white space opportunities and resolving customer issues in timely manner • Developed negotiation skills to secure long-term contracts as well as enforce company terms of service (Cancellation requests) • Proactively communicated to customers by strategically identifying those that would receive 1:1 touch points (with varied frequency, depending on strategic value/total ARR/Risk) versus 1:many email/"tech touch" communication • Worked effectively across functional teams (i.e. legal, renewals, sales, services, product, accounting) to develop close partnerships to advocate more efficiently for customers • Product Council Stakeholder – worked closely with product, engineering, support, services, sales teams to be the voice of the customer and provide continuous feedback • Influenced product enhancements/releases by highlighting the value proposition to internal Product and Engineering stakeholders Show less



SearchSoft Solutions

• United States
• Software Development
• 1 - 100 Employee

• Client Services Specialist (Acquired By PeopleAdmin)

  • Jul 2008 - Sep 2015

  • Proactively communicated with 1000+ customers, prioritizing by renewal month, risk, ARR, and strategic value • Worked with Developers to resolve customer issues, improving operations and providing exceptional customer service • Created and deployed quarterly customer newsletter, based on customer feedback, that included tips/tricks, upcoming webinars, new feature announcements • Created 1:Many outreach, developing content bi-monthly, based on customer feedback • Led company webinar planning and content creation for 3 product lines focused on Applicant Tracking, Evaluation, Electronic Forms • Updated/maintained customer user guide for 3 products • Created new "Quick Start" guides to increase adoption and drive renewals • Created and deployed customer surveys; managed receipt of surveys, sharing feedback with all stakeholders • Executed plan to migrate all customers to new user interface within required timeline • Planned and executed events, including industry conferences and customer user groups. User Groups required content creation and delivery • Worked with outside vendor to create and maintain marketing materials for sales presentations and customer meetings • Managed 1 Customer Success Specialist, with a focus on Support • Served as data liaison at point of acquisition, providing content for the following areas: Support, Services, Sales - ensuring data migration accuracy Show less



Bourgeoisie

• Consulting Partner/Manager

  • Jul 2007 - Aug 2008

  • All start-up responsibilities: located property; researched demographics on target market; researched cost of materials, labor (contractor/employee); enabled best use of budget restraints; designed/developed brand image; developed all employee (new-hire) packet material • Schedule 150+ clients a week among 9 stylists; maintains excellent client relations • Generated additional revenue by bringing in retail; maintain relationships with vendors/distributors and track inventory • Collaborated with Purdue University's Sigma Gamma Rho sorority for a charity, as well as Radio One for the 10th Annual Women's Empowerment Fashion Show • Trained receptionist on salon software and customer service tactics • Organized monthly meetings to motivate staff about upcoming events/functions, to encourage teamwork, to discuss areas that needed improvement, go over sales reports, recognize individuals that were going above and beyond Show less



Darlington Farms

• Marketing Coordinator-Internship

  • Apr 2006 - May 2007

  • Conducted research for growth opportunities and market competitors, gaining a real-world perspective on marketing methodologies • Ground floor to final sales referral of direct mail marketing campaign. Designed material to be mailed to dietary managers and registered dietitians, creating the need to understate our product. Coordinated responses to Sales department • Organized three trade shows from start to finish; effectively communicated with vendors, trade-show organizers and clients • Assisted in administrative duties such as composing/distributing meeting notes to all employees; made travel arrangements for the president, vice president and executive chef; mailed product samples to clients and new leads; edited letters, office memos, point of sale and meeting materials • Worked with Director of IT to create/update recipes from paper copies to CDs • Assisted advertising consultant during Caring Cuisine instructional video shoot Show less



Beauty Brands

• United States
• Retail
• 700 & Above Employee

• Assistant Manager

  • 2004 - 2005

  Interacted frequently with customers to determine their needs and using product knowledge to best address those needs • Supervised a staff of 40 employees, including job scheduling, training and hiring/firing; conducted beauty school presentations for recruiting purposes • Earned exceptional reviews from corporate office and customers for quality of work • Responsible for managing inventory on 10,000+ products, ordering of supplies, and tracking product costs • Focused on promotions and excellent customer service that resulted in a 42% increase in revenue - a sales record (for new stores) in the history of company • Worked 40+ hours/week while in school to pay for tuition and related expenses Show less