Scaled Customer Success Manager

• Jan 2023 - Present

Associate Project Manager, Digital Adoption

• Nov 2021 - Jan 2023

Supports health plan customers to achieve success throughout the lifecycle of the partnership. Partners cross-departmentally to produce, standardize and maintain both internal and customer facing training materials and conduct customer training when appropriate. Conduct project meetings to communicate individual roles, project expectations, and ensure that all project team members have the tools and training required to perform effectively. Develop additional tools and refine processes to help all projects run effectively. Acts a source of knowledge on customer behaviors, collect and relay information based on customers’ activities and experiences to the Wellframe internal teams and derive opportunities for product and service enhancement. Areas of responsibility include, customer facing trainings, customer data and analysis presentations, internal training support, and process improvement implementation.

Client Communications/Relations Specialist

• Jul 2019 - Nov 2021

Responsible for creating and distributing internal and external communications enhancing the Client Success Manager’s ability to successfully manage their books of business. Responsible for monthly internal and external newsletter publications for stakeholders, planning and developing inspirational stories while collaborating with peers for engaging content. Provide training on new resources and product features across the entire Customer Success department. Led diverse, cross-functional teams in the fulfillment of corporate productivity, quality, and bottom-line objectives. Publish monthly release notes to stakeholders highlighting product updates and enhancements. Gainsight Administrator for Client Success department maintaining dashboards, scorecards, NPS, KPI’s and calls to action along with assigning new employees Gainsight licenses. Assist in maintenance and creation of Gainsight’s automation email functionality known as Journey Orchestrator. Manage multiple Squarespace web domains in which Virgin Pulse’s clients utilize to enhance their wellbeing programs.

Client Success Associate

• May 2018 - Jul 2019

Support four Client Success Manager’s employer portfolio focused on both key and mid-market clients. Support the day-to-day execution of a group of portfolio clients coordinate the delivery, tracking, and monitoring of client program requirements. Proactively monitor and ensure satisfactory resolution of client technical support issues. Provide requested data to monitor and analyze key metrics identified by the client’s individual needs. Build relationships with cross-functional teams to troubleshoot issues and support the delivery of client promises.

Staffing Consultant

• Jul 2017 - Apr 2018

Responsible for business development for active, inactive, and prospective clients resulting in obtaining job orders, resulting in gross profit for the Company. Work closely with the Company’s other Staffing Consultants, Recruiting Specialists, and Director of Staffing Operations in a team environment to recruit and develop candidates to fulfill job orders. Recruit top candidates based on the focus job title to fill the talent pipeline. Act as local experts in the industry; consulting with local businesses on market trends, salary recommendations, and talent availability.

Field Marketing Specialist

• Feb 2017 - May 2017

Conducted marketing/trade show events throughout the U.S. to advertise and sell the product, establish connections and relationships to further promote the business. Responsible for hiring and staffing events in absence of staff, manage product and equipment distribution weekly, and promote products outside of scheduled events. Established Ambassador program to increase staffing network as well as product distribution as well as created multiple promotions for increased product sales. Conducted marketing/trade show events throughout the U.S. to advertise and sell the product, establish connections and relationships to further promote the business. Responsible for hiring and staffing events in absence of staff, manage product and equipment distribution weekly, and promote products outside of scheduled events. Established Ambassador program to increase staffing network as well as product distribution as well as created multiple promotions for increased product sales.

Graduate Assistant

• Mar 2015 - Feb 2017

Head Resident Assistant

• Mar 2014 - Feb 2015

Resident Assistant

• Aug 2012 - Mar 2014

Business Development Research Intern

• Jun 2016 - Jul 2016

Brand Ambassador

• May 2015 - Jan 2016

Management Trainee Intern

• Jun 2014 - Aug 2014