Revenue Operations Specialist

• May 2023 - Present

Senior Customer Success Manager

• Mar 2022 - Jun 2023

Senior Customer Success Manager

• Jan 2020 - Oct 2022

Customer Success Manager

• Jan 2020 - Jan 2021

Software Training & Support Lead

• Jan 2019 - Jan 2020

Job responsibilities Project Implementation - Carry out Onsite Client Process Discovery visits with clients and create process report for Project Delivery Team. - Lead Training team to plan and carry out client training, including resource planning for the training team. - Create Customer Training Plans & work with clients to arrange training in accordance with Client Project Plan. - Create New Processes and Data Clean Up plans for Clients. - Schedule & Carry Out… Show more Job responsibilities Project Implementation - Carry out Onsite Client Process Discovery visits with clients and create process report for Project Delivery Team. - Lead Training team to plan and carry out client training, including resource planning for the training team. - Create Customer Training Plans & work with clients to arrange training in accordance with Client Project Plan. - Create New Processes and Data Clean Up plans for Clients. - Schedule & Carry Out PlotBox Training Sessions online and onsite with client. - Hold weekly update meetings with customers. - Run internal system configuration, training team and customer support meetings. - Lead the system configuration team to ensure client systems are configured correctly and in a timely fashion in accordance with Client Project Plans. - Do Pre-Training QA of the customer’s software system and highlight/assign outstanding work. - Maintain/Update Customer Training, Support and System Configuration team folder documentation, including creating templates and toolkits for teams to use. Customer Support - Reply to Intercom calls and emails - Call or meet customers when advising users on complicated features/processes - Create detailed JIRA tickets for the Development & Data Team to fix bugs & resolve issues - Liaise weekly with Product Manager to provide client feedback on the product and submit any feature requests from customers. - Test bug fixes and communicate the results with the development team - Update customers about fixes and improvements - Create and update PlotBox Help Centre articles - Write PlotBox Update Release Notes and communicate to customers - Customer check-ins after going live on PlotBox software - Run a Weekly Defect Meeting with Development Team to highlight issues/bugs to be fixed and assign tickets to developers. Reports - Monthly Customer Support Performance Report - Users per Customer Report - Onboarding and Live Customers report - Customer Support Conversation Reviews

Customer Success Executive

• Mar 2018 - Jan 2020

Job Description Implementation - Create Customer Training Plans & share with the customer - Create New Processes and Clean Up plans for customers to action - Schedule & Carry Out PlotBox Training Sessions - Hold weekly update meetings with customers - Run internal customer meetings and training team meetings - Do GAP analysis visits, site visits and write reports - Carry out Discovery exercises on a customer's business processes - Do Pre-Training Check of the… Show more Job Description Implementation - Create Customer Training Plans & share with the customer - Create New Processes and Clean Up plans for customers to action - Schedule & Carry Out PlotBox Training Sessions - Hold weekly update meetings with customers - Run internal customer meetings and training team meetings - Do GAP analysis visits, site visits and write reports - Carry out Discovery exercises on a customer's business processes - Do Pre-Training Check of the customer’s software system and highlight/assign work that is still outstanding. - Maintain/Update Customer Success team folder documentation, including creating training plan templates - Run Customer Success Stand-Up every day Customer Support - Reply to Intercom calls and emails - Call or meet customers when advising users on complicated features/processes - Create detailed JIRA tickets for the Development & Data Team to fix bugs & resolve issues - Create Feature Requests for Product Manager to review - Update customers on ongoing issues - Test bug fixes and communicate the results with the development team - Update customers about fixes and improvements - Create and update PlotBox Help Centre articles - Write PlotBox Update Release Notes and communicate to customers - Add/update Customer information in Intercom - Periodic check-ins with existing customers - Customer check-ins after going live on PlotBox software - Re-engage with customers who have slipped away - Run a Weekly Defect Meeting with Development Team to highlight issues/bugs to be fixed for customers and assign tickets to developers. Reports - Monthly Customer Support Performance Report - Users per Customer Report - Intercom Conversation Reviews Miscellaneous - Translate PlotBox software from English to Spanish - Carry out Introduction to PlotBox Presentation for new PlotBox staff - Customer Success Introduction for new PlotBox staff - Product Training for new PlotBox staff

Sales Representative

• Aug 2017 - Mar 2018

Customer Service Assistant

• Oct 2008 - Sep 2016