Senior Customer Success Manager

• May 2023 - Present

Customer Success Manager

• Feb 2022 - May 2023

· Manage a book of business across a wide range of industries including Hospitality, Healthcare, Government, Construction, Non-Profit, Accounting, Consulting, Energy Solutions, Manufacturing, and Education.· Serve as a consultant to help guide organizations through configuration and adoption of our product suite.· Conduct Quarterly Business Reviews to realign on goals with clients, discuss usage and utilization, collect feedback, and share recommendations and best practices.· Responsible for annual contract renewals along with product and license upsells.· Maintained an overall net retention average above 100%.· Work cross-functionally with Sales, Support, Engineering, Billing, and Marketing to meet and exceed the requests of my assigned book of business. Show less

Customer Success Manager

• Jul 2021 - Feb 2022

· Manage a book of business including SMB and Enterprise level customers. · Advise clients on how to gain valuable insights and make strategic business decisions using our reporting and analytics tools. · Maintain a 98% retention rate for a book of named accounts. · Share customer feedback and trends with product teams to ensure high quality and continuous improvement of the platform. · Manage a book of business including SMB and Enterprise level customers. · Advise clients on how to gain valuable insights and make strategic business decisions using our reporting and analytics tools. · Maintain a 98% retention rate for a book of named accounts. · Share customer feedback and trends with product teams to ensure high quality and continuous improvement of the platform.

Customer Success Manager

• Oct 2020 - Jul 2021

· Manage a book of business with enterprise level customers. · Lead and managed training for new hires. · Rolled out new beta programs in partnership with Sales, Engineering, Onboarding, and the Product team. · Co-managed and mentored CSM's to progress & structure professional development. · Achieved 90% OKR attainment. · Saved $686K in annual revenue from churn save tactics in Q4 2020. · Manage a book of business with enterprise level customers. · Lead and managed training for new hires. · Rolled out new beta programs in partnership with Sales, Engineering, Onboarding, and the Product team. · Co-managed and mentored CSM's to progress & structure professional development. · Achieved 90% OKR attainment. · Saved $686K in annual revenue from churn save tactics in Q4 2020.

Customer Success Manager

• Jun 2019 - Oct 2020

· Develop and maintain a $60M+ SMB restaurant book of business and grew gross bookings by 15% month over month. · Run complex SQL queries to generate actionable insights on restaurant partners menus which increased conversion over 10% on gross bookings. · Develop monthly and quarterly report dashboards presented to restaurant stakeholders using tools such as Excel, Tableau, and Gainsight. · Work closely with key cross-functional teams including Sales, Onboarding, Support, Marketing, Operations, and Product teams to help define, develop and execute effective strategies that drive increased value for restaurant partners. Show less

Operations Coordinator

• Oct 2018 - Jun 2019

• Negotiating daily freight and shipping rates. • Booking and scheduling shipments with carrier partners. • Tracking shipments from start to finish. • Resolving issues quickly and efficiently. • Developing and maintaining carrier relationships. • Communicating with customers, carriers and brokers. • Quote customers. • Collaborating with team members in pursuit of the company’s goals and objectives. • Negotiating daily freight and shipping rates. • Booking and scheduling shipments with carrier partners. • Tracking shipments from start to finish. • Resolving issues quickly and efficiently. • Developing and maintaining carrier relationships. • Communicating with customers, carriers and brokers. • Quote customers. • Collaborating with team members in pursuit of the company’s goals and objectives.

Warehouse Associate

• Mar 2018 - Oct 2018

• Prepare products and parts for installation per customer specs. • Maintain positive customer relationships and exceptional customer service. • Inspect doors and materials to confirm they meet company standards. • Maintain the needs of the warehouse and ensure a safe, clean and productive work environment. • Insure that all OSHA requirements and certificates are properly adhered to. • Prepare products and parts for installation per customer specs. • Maintain positive customer relationships and exceptional customer service. • Inspect doors and materials to confirm they meet company standards. • Maintain the needs of the warehouse and ensure a safe, clean and productive work environment. • Insure that all OSHA requirements and certificates are properly adhered to.

Seasonal Driver

• Nov 2017 - Jan 2018

• Delivered up to 625 packages a day with a 99% accuracy rate. • Lifted packages up to 100 lbs. • Use of a DIAD (Scanner) daily. • Engaged with customers and provided outstanding service within my five mile delivery area. • Communicate with dispatch on additional customer pick ups and overflow. • Organized packages in delivery trucks and sorted them in spot label/numerical order. • Delivered up to 625 packages a day with a 99% accuracy rate. • Lifted packages up to 100 lbs. • Use of a DIAD (Scanner) daily. • Engaged with customers and provided outstanding service within my five mile delivery area. • Communicate with dispatch on additional customer pick ups and overflow. • Organized packages in delivery trucks and sorted them in spot label/numerical order.

Estimator

• Mar 2017 - Sep 2017

• Evaluate and check for necessity and cost of repairs to the vehicle. • On average, wrote 15 to 20 estimates a day depending on customer walk-ins. • Utilize customer response, visual inspection, road tests and mechanical testing devices to determine automobile repair need. • Estimate and list repair and labor costs in a comprehensible order. • Effect minor repairs such as hinge lubrication, battery cable replacement and brake adjustments to the automobile. • Assess extent of auto body damage through inspections. • Estimate and furnish repair and labor costs and calculate overall customer payment. • Collect insurance estimates after reviewing extent of auto damage and resolve replacement and repair requirements. • Draft work orders consisting of required repair services after approvals and enter the orders into a work management system. Show less

Physical Therapy Technician

• Jul 2014 - Mar 2017

• Responsible for checking up on patient progress and providing assistance to patients using various equipment machines such as the Total Gym and free weights. • Assisted in developing plans for patients with complex therapy needs. • Responsible for creating ongoing therapy plans for patients as they progressed through their care plans. • Patient appointment scheduling. • Assisted in providing therapy options to patients with multiple therapy needs. • Utilized a charting system to help put together a therapy regimen for each new patient. Show less

Fitness Attendant

• May 2014 - Aug 2016

• Provide tours of the facility to the public. • Trained new hires/staff members on use of exercise equipment along with the member check-in system and day-to-day operations. • Track fitness class capacity through a database. • Maintain the cleanliness and appearance of the gym. • Perform fitness introductions to new members. • Provide tours of the facility to the public. • Trained new hires/staff members on use of exercise equipment along with the member check-in system and day-to-day operations. • Track fitness class capacity through a database. • Maintain the cleanliness and appearance of the gym. • Perform fitness introductions to new members.

Patient Care Technician

• Oct 2012 - Mar 2014

• Commended for chart accuracy, effective team collaboration, patient relations and consistent delivery of empathetic care. • Displayed strong clinical skills in assessing vital signs, performing lab draws and glucose checks, and providing pre- and post-operative care. • Complied with HIPAA standards in all patient documentation and interactions. • Worked in various settings including: ER, Medical Surgical, ICU, Pediatrics, Geriatrics, and Behavioral Health. • Commended for chart accuracy, effective team collaboration, patient relations and consistent delivery of empathetic care. • Displayed strong clinical skills in assessing vital signs, performing lab draws and glucose checks, and providing pre- and post-operative care. • Complied with HIPAA standards in all patient documentation and interactions. • Worked in various settings including: ER, Medical Surgical, ICU, Pediatrics, Geriatrics, and Behavioral Health.

Impact Team Member

• Nov 2010 - Nov 2012

• Maintain merchandise flow, filling, and presentation standards throughout the store and the stockroom with the use of a scanner and internal data system. • Lead preparation for inventory semi-annually. • Change store displays throughout the seasons by arranging shelving, storage, and putting out new merchandise. • Maintain a high level of cleanliness throughout the store. • Delegate tasks to other impact members when handling larger shipments (50+ boxes during peak season). • Consistently organize and re-arrange the stockroom to uphold safety regulations and efficiency. Show less