Senior Manager, Customer Success

• Aug 2023 - Present

Manager, Customer Success

• Jul 2021 - Aug 2023

CSM Team helped to achieve a customer retention rate of >95% by implementing comprehensive strategies and initiatives.Collaborated closely with the Sales and Implementation teams to ensure seamless handoffs and effective alignment of customer success efforts. Developed and implemented scalable customer adoption processes. Established and tracked key performance indicators (KPIs) for customer success team members. Leveraged customer data and analytics to provide actionable insights and recommendations to internal stakeholders, contributing to product enhancements and improved customer satisfaction.Fostered strong relationships with key stakeholders, including executives, product managers, and customer support teams, to ensure alignment and effective collaboration in delivering customer success outcomes. Show less

Account Executive

• Jun 2020 - Jul 2021

Responsible for increasing equity for students and driving results for districts in strategic accounts throughout the US. My goal is to deliver a world-class customer experience built on transparency, trust, and shared outcomes.• Developed Hazel’s cross-functional Implementation Playbook centered around best practices to create a beautiful customer experience before, during, and after implementation• Decreased time-to-launch by standardizing decks, presentations, and processes

Account Executive - East Coast

• Jun 2018 - Jun 2020

Sole sales representative to launch New Jersey and Illinois sales territories from the ground up. Provided on-the-ground strategic direction to home office regarding local context and potential barriers to entry. Established a new account territory in New Jersey, resulting in an increase in client roster (KPI) by 433%, an increase in sub days filled (KPI) growth of 505%, and a 533% revenue increase in year one. Creatively uncovered new business opportunities through cold calling, networking, marketing and prospective database leads. Closed 11th largest school district in New Jersey after conducting a drop-in. Built relationships with educators based on empathy and practical problem solving, successfully communicating how Swing can provide qualified subs and keep schools legally compliant during teacher absences. Successfully delivered solutions to school partners: filled 85% of sub requests. Business strategy design lead on Regional Territory Plan, exceeding team goals of number of school partners signed, sub days requested and sub fill rate. Business process development: created and implemented scoring process for opening new territories. Created tracking and reporting process for updating internal stakeholders, and lead early meetings with new prospects. Stayed current on marketplace trends through industry conferences, webinars and hosting events. Show less

CEO

• Dec 2014 - Jun 2018

Defined strategy and business plan for growth, increasing business membership from 127 to 500 businesses. Built strategic alliances with member businesses resulting in partnerships with the Township of Toms River, New Jersey Business and Industry Association, The New Jersey State Chamber, The U.S. Chamber of Commerce, and the Monmouth-Ocean Development Council. Developed best practices through analysis of event attendance, attrition, new memberships and email performance. Defined strategy and business plan for growth, increasing business membership from 127 to 500 businesses. Built strategic alliances with member businesses resulting in partnerships with the Township of Toms River, New Jersey Business and Industry Association, The New Jersey State Chamber, The U.S. Chamber of Commerce, and the Monmouth-Ocean Development Council. Developed best practices through analysis of event attendance, attrition, new memberships and email performance.

Co-Owner

• 2000 - 2014

Provided administrative and human resources leadership to start-up wholesaler of consumer electronics with 30+ employees. Oversaw company financials, including AP/AR, billing, payroll, bank account reconciliation, taxes, and financial reporting. Developed, implemented, and enforced policies and procedures to ensure compliance with all federal and state regulations. Contributed to strong and sustainable financial growth, reaching $20M in annual sales prior to acquisition. Provided administrative and human resources leadership to start-up wholesaler of consumer electronics with 30+ employees. Oversaw company financials, including AP/AR, billing, payroll, bank account reconciliation, taxes, and financial reporting. Developed, implemented, and enforced policies and procedures to ensure compliance with all federal and state regulations. Contributed to strong and sustainable financial growth, reaching $20M in annual sales prior to acquisition.

Implementation Coordinator

• May 2012 - Apr 2013

Customer experience for a leading literacy platform offering cloud-based solutions serving almost 3M students worldwide, with a focus on test performance and college success. Position, schedule, and execute 800+ days of professional development annually for North East territory -- New York, Connecticut, Massachusetts, Rhode Island, Vermont, Indiana, and Ohio -- and all online accounts. Product Management: Liaise between internal and external stakeholders to develop and implement client solutions. Show less