Experience

Closinglock

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Aug 2022 - Present

  -Manage the entire post-sale customer journey for ClosingLock customers with a current book of 112 clients. -Devise CSM operations, and leveraged extensive title industry expertise to drive customer adoption and expedite sales cycles for the company. -Support the sales team by building sales content, sharing key industry knowledge, and developing continuing education training. -Drive ClosingLock product adoption by leading onboarding & trainings for new customers and their teams, and… Show more -Manage the entire post-sale customer journey for ClosingLock customers with a current book of 112 clients. -Devise CSM operations, and leveraged extensive title industry expertise to drive customer adoption and expedite sales cycles for the company. -Support the sales team by building sales content, sharing key industry knowledge, and developing continuing education training. -Drive ClosingLock product adoption by leading onboarding & trainings for new customers and their teams, and maintaining customer product adoption of 50% or greater -Offer customers timely reactive support & troubleshooting when needed -Conduct customer renewals, annual EBRs, and identify upsell opportunities -Gather referrals, industry trends, and product feedback, liaising with sales & product teams to drive growth & improvement across the organization -Improve customer metrics across several key performance indicators (adoption, retention, engagement, health, etc.) Show less -Manage the entire post-sale customer journey for ClosingLock customers with a current book of 112 clients. -Devise CSM operations, and leveraged extensive title industry expertise to drive customer adoption and expedite sales cycles for the company. -Support the sales team by building sales content, sharing key industry knowledge, and developing continuing education training. -Drive ClosingLock product adoption by leading onboarding & trainings for new customers and their teams, and… Show more -Manage the entire post-sale customer journey for ClosingLock customers with a current book of 112 clients. -Devise CSM operations, and leveraged extensive title industry expertise to drive customer adoption and expedite sales cycles for the company. -Support the sales team by building sales content, sharing key industry knowledge, and developing continuing education training. -Drive ClosingLock product adoption by leading onboarding & trainings for new customers and their teams, and maintaining customer product adoption of 50% or greater -Offer customers timely reactive support & troubleshooting when needed -Conduct customer renewals, annual EBRs, and identify upsell opportunities -Gather referrals, industry trends, and product feedback, liaising with sales & product teams to drive growth & improvement across the organization -Improve customer metrics across several key performance indicators (adoption, retention, engagement, health, etc.) Show less



Qualia

• United States
• Software Development
• 300 - 400 Employee

• Partner Success Manager

  • May 2019 - Jul 2022

  -Held company record of $150K in ARR closed in one month. -Maintain alignment with Sales, Marketing, Support, and Product teams to drive revenue and improve client retention. -Identify and effectively communicate critical research, trends, products, and data-driven insights to help partners and clients grow and optimize their business operations. -Conduct quarterly business reviews with partners to analyze metrics, market industry trends, and identify areas for growth… Show more -Held company record of $150K in ARR closed in one month. -Maintain alignment with Sales, Marketing, Support, and Product teams to drive revenue and improve client retention. -Identify and effectively communicate critical research, trends, products, and data-driven insights to help partners and clients grow and optimize their business operations. -Conduct quarterly business reviews with partners to analyze metrics, market industry trends, and identify areas for growth opportunities. -Demonstrate new product features to integrated partners and provide feedback to Product teams. -Develop, cultivate and own industry relationships with relevant influencers, partners, and associations to generate new business opportunities, accelerate existing sales opportunities and drive revenue for Qualia. -Plan and execute programs, activities, and campaigns, including live events, to build a community of advocates and boost brand awareness. -Successfully meet assigned targets for profitable sales, pipeline generation, and strategic objectives for the entire Northeast region. -Drive alignment with sales, marketing, and product teams to maximize awareness of market opportunities and improve Qualia’s presence and growth in the assigned region. Show less -Held company record of $150K in ARR closed in one month. -Maintain alignment with Sales, Marketing, Support, and Product teams to drive revenue and improve client retention. -Identify and effectively communicate critical research, trends, products, and data-driven insights to help partners and clients grow and optimize their business operations. -Conduct quarterly business reviews with partners to analyze metrics, market industry trends, and identify areas for growth… Show more -Held company record of $150K in ARR closed in one month. -Maintain alignment with Sales, Marketing, Support, and Product teams to drive revenue and improve client retention. -Identify and effectively communicate critical research, trends, products, and data-driven insights to help partners and clients grow and optimize their business operations. -Conduct quarterly business reviews with partners to analyze metrics, market industry trends, and identify areas for growth opportunities. -Demonstrate new product features to integrated partners and provide feedback to Product teams. -Develop, cultivate and own industry relationships with relevant influencers, partners, and associations to generate new business opportunities, accelerate existing sales opportunities and drive revenue for Qualia. -Plan and execute programs, activities, and campaigns, including live events, to build a community of advocates and boost brand awareness. -Successfully meet assigned targets for profitable sales, pipeline generation, and strategic objectives for the entire Northeast region. -Drive alignment with sales, marketing, and product teams to maximize awareness of market opportunities and improve Qualia’s presence and growth in the assigned region. Show less



Sunroom Leasing

• United States
• Real Estate
• 1 - 100 Employee

• Customer Success Specialist | Operations

  • May 2018 - May 2019

  -Ensure proper flow of information, pursuing detailed follow up during residential application process for clients -Proactive in creating efficient processes to support operational excellence -Maintains calendars and all scheduling -Ability to manage several complex projects simultaneously while working under pressure to meet deadlines -Proven ability to work effectively in a team environment with associates -Provide telephone coverage, including responding to inquiries… Show more -Ensure proper flow of information, pursuing detailed follow up during residential application process for clients -Proactive in creating efficient processes to support operational excellence -Maintains calendars and all scheduling -Ability to manage several complex projects simultaneously while working under pressure to meet deadlines -Proven ability to work effectively in a team environment with associates -Provide telephone coverage, including responding to inquiries, taking detailed messages and escalating calls appropriately -Locating homes and apartments using Smart Apartment Data and the Multiple Listing Services -Accounting and detailed documentation for disbursement of all application fees -Manage accounts for all clients -Prepare metric reports for landlords to determine effectiveness of marketing strategies and plan for future changes -Conduct on-site interviews and on-boarding for new hires -SaaS experience Show less -Ensure proper flow of information, pursuing detailed follow up during residential application process for clients -Proactive in creating efficient processes to support operational excellence -Maintains calendars and all scheduling -Ability to manage several complex projects simultaneously while working under pressure to meet deadlines -Proven ability to work effectively in a team environment with associates -Provide telephone coverage, including responding to inquiries… Show more -Ensure proper flow of information, pursuing detailed follow up during residential application process for clients -Proactive in creating efficient processes to support operational excellence -Maintains calendars and all scheduling -Ability to manage several complex projects simultaneously while working under pressure to meet deadlines -Proven ability to work effectively in a team environment with associates -Provide telephone coverage, including responding to inquiries, taking detailed messages and escalating calls appropriately -Locating homes and apartments using Smart Apartment Data and the Multiple Listing Services -Accounting and detailed documentation for disbursement of all application fees -Manage accounts for all clients -Prepare metric reports for landlords to determine effectiveness of marketing strategies and plan for future changes -Conduct on-site interviews and on-boarding for new hires -SaaS experience Show less



American Cancer Society

• United States
• Non-profit Organizations
• 700 & Above Employee

• Service Delivery Coordination Specialist

  • Jan 2018 - May 2018

  -Coordinated delivery of American Cancer Society patient programs -Developed and maintained strong working relationships with volunteers, vendors, and program partners to deliver patient programs -Ensured timely updates to Patient Resource Specialists regarding status of patient requests through thorough and accurate documentation in corporate database -Exercised independent judgment and discretion to resolve urgent and or complex issues; and if necessary, escalate to appropriate… Show more -Coordinated delivery of American Cancer Society patient programs -Developed and maintained strong working relationships with volunteers, vendors, and program partners to deliver patient programs -Ensured timely updates to Patient Resource Specialists regarding status of patient requests through thorough and accurate documentation in corporate database -Exercised independent judgment and discretion to resolve urgent and or complex issues; and if necessary, escalate to appropriate staff -Managed volunteer staff, coordinators, vendors and program partners to fulfill patient requests as well as collaboratively troubleshooting challenging requests to find viable solutions -Demonstrated highest level of customer service through positive constituent engagement with a flawless attention to detail

• Cancer Resource Specialist

  • May 2017 - Jan 2018

  -Assisted patients in achieving the best possible health outcome by facilitating access to American Cancer Society patient programs as well as community resources to assist with cancer-related needs such as transportation, lodging, and support. -Developed and maintained strong working relationships with field staff, volunteers, and health care systems. -Provided accurate program and resource information to all patients -Captured complete patient information and documented interaction… Show more -Assisted patients in achieving the best possible health outcome by facilitating access to American Cancer Society patient programs as well as community resources to assist with cancer-related needs such as transportation, lodging, and support. -Developed and maintained strong working relationships with field staff, volunteers, and health care systems. -Provided accurate program and resource information to all patients -Captured complete patient information and documented interaction in the constituent database, including identification and documentation of unmet needs -Worked in a high call volume environment -Patient registration -Responded to questions about service, and escalated calls appropriately -Received an award for outstanding customer service through Rewards and Recognitions Program