Experience

Luum by HealthEquity

• United States
• Software Development
• 1 - 100 Employee

• Senior Customer Success Manager

  • Mar 2022 - Present

• Customer Success Manager

  • Aug 2021 - Mar 2022



Morning Star Ranch Alaska

• United States
• Individual and Family Services

• Office Manager

  • Jun 2017 - Aug 2021

  • Supervise the implementation and upkeep of the company's electronic and paper records • Submit Medicaid billing and process accounts payables and receivables • Held quarterly meetings with Director of Business to enhance current policies and practices • Manage, Interview, hire, and train ~25 staff members • Develop long-term Individual Support Plans to teach daily living skills for individuals with disabilities • Work directly with Medicaid clients to achieve their Support Plan goals ranging in social, academic, daily living, and fitness skills Show less



AppFolio, Inc.

• United States
• Software Development
• 700 & Above Employee

• Senior Customer Service Manager

  • Oct 2014 - Apr 2017

  • Key Account manager responsible for maintaining 80+ accounts totaling ~$3M recurring revenue with a 97% Net Promoter Score customer satisfaction rate • Lead quarterly reviews with executives to provide analysis on portfolio performance • Consulted with clients to process inefficiencies and provided alternative business solutions • Exceeded annual goals by retaining 94% of clients from personal portfolios • Delivered advanced accounting solutions and served as a point of escalation for complex system issues • Proactively monitored database usage, engage in Risk analysis, and updated clients about new features and value-added services • Assistant Internal Training Manager - Taught new hire training courses, provided direct feedback and training plans, developed and improved content • Customer Training Manager - Conducted webinars, provided custom online live trainings, presented at customer educational events, and delivered effective onsite trainings for enterprise clients Show less