Director

• Sep 2022 - Present

Director of Client Success

• May 2021 - Sep 2022

Created and executed cross functional Customer Success Strategy across all business units Designed account segmentation, playbooks, touchpoints to provide intentional client engagement to reduce churn by 25%, drive renewal to 98% and land expansion goals of 35% Implemented KPI metrics and process for client retention and expansion inc. NPS, health, and customer satisfaction campaigns to create baseline measure for scaling growth Deployed nurture campaign through executive sponsor, advocate, and referral plans Prepared operations audit of tools, resources, workflows, and process to eliminate gaps and improve efficiencies resulting in increase in customer satisfaction and account growth Show less

Sr Customer Success Manager

• Nov 2019 - Mar 2021

Led Customer Success Team on market launch of a new risk monitoring product and client SOW’s Improved customer experience and reduced onboarding time by 40% through programs for new products to educate customers and CS team on client journey and time to value KPIs Hit target SLA and deadlines by designing client specific deployment strategies including timelines, pilot, and roll-out phases Reduced product gaps by 33% advocating for clients through consolidating multiple customer’s use cases and presenting it to the product managers and owners Show less

Client Services and Support Team Lead

• Apr 2016 - Nov 2019

Led diverse team of 22 Client Specialists across multiple locations, provisioning excellent customer success by analyzed metrics, developed new procedures and implemented customer adoption campaigns Increased user adoption by 25% and enhanced customer experience by developing new procedures and documentation around client onboarding and implementation Improved resources efficiencies by 15% when automated new hire onboarding process through revised training materials and self help learning Reduced churn by through cultivated meaningful client relationships with key partners and executive sponsors, and serving as a primary contact on all escalated issues Reduced inefficiencies by and gaps in products through collaboration with the Implementation, Product, Engineering and Sales teams to provide quick turnaround times, resolutions, and root causes, delivering overall customer satisfaction Show less

Head of Account Management

• Dec 2014 - Mar 2016

Grew team of 15+ account managers providing customer success and support for SaaS products Grew team of 15+ account managers providing customer success and support for SaaS products

Director of Administration

• Oct 2012 - Nov 2014