Experience

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  StemWave

  • Client Success Manager

    • Mar 2024 - Present

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  Prelude Fertility

  • Communications Consultant

    • Sep 2023 - Jan 2024

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  Future Family

  • Fertility Financing

  • Senior Clinic Success Manager

    • Nov 2021 - Jul 2023
    • Fertility Financing

    Promoted to Senior Clinic Success Manager Mentored and supported a team of customer success managers, providing guidance, support, and ongoing professional development.Assisted with clinic success manager training for new hires to promote productivity and commitment to friendly service.Served as the primary point of contact for key healthcare provider account partnerships, consisting of Enterprise, Mid-Market, and SMB.Established strong, trusting relationships with key customers, resulting in increased customer loyalty.Conducted onboarding and periodic training sessions to foster a successful understanding of Future Family services for effective adoption and usage.Develop and implement strategic customer success plans aligned with Future Family's goals and objectives.Created and maintained comprehensive customer success documentation for internal and external use.Monitored metrics and developed actionable insights to improve efficiency and performance.Conduct regular business reviews with clinics, presenting performance metrics, and providing insights and recommendations to maximize their success with Future Family's fertility financial solutions. Collaborate with cross-functional teams, including sales, marketing, billing, and operations, to ensure the successful onboarding, implementation, and ongoing support for healthcare providers partnerships.Develop a deep understanding of client's needs, challenges, and goals in order to provide tailored, strategic solutions and drive client satisfaction.Proactively identify opportunities to enhance the client and patient experience, developing strategies to maximize client retention and growth, along with upsells.Define and track key performance indicators (KPIs) to measure the effectiveness of customer success initiatives and drive continuous improvement.Stay up-to-date with industry trends, best practices, and emerging technologies in order to drive innovation and maintain a competitive edge.

• 

  ServiceTitan

  • Glendale, California, United States

  • Customer Success Manager

    • Mar 2021 - Nov 2021
    • Glendale, California, United States

    Manage a book of business worth ~$2M in ARR (~70 accounts)Build and maintain senior-level relationships with customer accounts.Analyze user engagement data, identify actionable insights, and report regularly on KPIs.Lead conversations with customers to determine how to best align their company goals with their usage of ServiceTitan to realize the most value possible.Coach customers on best practices/workflows.Discover areas for improvement in the customer experience, both in our product and processes.CRM data entry (Salesforce and Gainsight)Mentor and serve as a resource to new hires

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  WebMD

  • Los Angeles Metropolitan Area

  • Senior Account Manager/Team Lead

    • Apr 2019 - Mar 2021
    • Los Angeles Metropolitan Area

    Promoted within eight months to Senior/Team Lead Account ManagerTrain new team membersConduct internal bi-weekly team meetingsManage & grow 200+ client relationshipsCultivate client relationshipsCoordinate and conduct onboarding of new accountsManage new account provisioning tasks and associated CRM data entryAnswer, evaluate, and prioritize incoming telephone and email requests.Resolve conflicts and provide solutions to customers in a timely manner.Identify at-risk clients properly exercise retention efforts and ensure renewals.Maintain and improve the health of existing accounts, serving as a day-to-day contact while also assisting in improving long-term success.Coordinate and conduct ongoing client touch to maintain client engagement and long-term relationships.Provide strategic recommendations to clientele for upsell opportunities of new services.Deliver on-going strategic guidance to help customers achieve high growth.Translate client priorities and expectations clearly across internal development teams.Support regular client-facing communications – including adherence to client communication standards and preparing and distributing client status reports.Establish client management expertise and presentation skills.Perform mentorship of junior team members and take an active role in delivering and refining new hire training.Provide Weekly, Monthly, and Quarterly KPI reporting to the leadership team on internal account management team members and Top AccountsCollaborate with cross-functional teams on initiatives to improve team efficiency, productivity, and impact.Proactively identifying and resolving client/project issues; communicating potential risks and delays to management.Partner with Sales to drive revenue, mitigate revenue risks, and strategize revenue alternatives.Partner with Operations to share experience and suggestions for product enhancements.

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  Stericycle

  • Greater Los Angeles Area

  • Account Manager/Sales

    • Apr 2013 - Dec 2018
    • Greater Los Angeles Area

    Responsible for retaining customers that are considered ‘at risk’, have been identified aspotential lost business, or have requested cancellation of service with Stericycle - Shred-itDetermine customers’ needs/requirements and negotiate an appropriate resolution by rightsizing, price adjustments, and/or resolving service quality issues.Makes outbound and receives inbound sales calls for potentially new and/or existingcustomers to sell our products and/or services. Acquires new customers and convertsexisting customers through prospecting in assigned territory, outbound marketing/leadcampaigns and referralsEffectively qualify clients through the use of Value-Based selling methods.Research customer/prospect history and business needs in order to develop a completeservice proposal and retain/up-sell revenue if possible.Utilize ‘Value Based Sales Skills’ to uncover client’s existing service issues and needs,explain contract obligations if any, and provide alternative solutions for consideration.Builds a pipeline of potential future business by prospecting via the Internet, assignedterritory lists, outbound marketing/lead campaigns, and other sources as identified.Forecasts Quarterly, Monthly and Weekly sales metrics andprovides reports to Sales Management.Work with cross-functional team members including transportation, billing, collections, sales,and customer experience departments to assist in providing satisfactory solutions from thecustomer perspective in order to retain business, and leverage communication from otherdepartments to identify sales opportunities.Effectively uses technology-based CRM (Customer Relationship Management) tool for leadfollow-up, sale cycle disposition, pipeline management, forecasting and lost opportunitytracking.Identify sales trends when possible and provide management with updates.Perform other miscellaneous and related duties as required or requested.

• 

  LA Clippers

  • Staples Center

  • Inside Sales Executive

    • Apr 2012 - Jan 2013
    • Staples Center

    - Contributed to the #1 Inside Sales Department in the NBA by generating new revenue including upselling, cross-selling, and attaining referrals.- Ranked #1 of 24 Inside Sales Executives in my third month with the Clippers franchise for revenue generated in the month of August with $29,380.- Acquire clients by performing 80-100 outbound cold calls a day to local businesses and previous game buyers.- Responsible for driving the sale of Clippers ticket inventory, including full season tickets, partial packages, and single game luxury suites.- Provide outstanding customer service to clients and prospects daily and at events and games.- Retaining season ticket holder accounts by proactively building and maintaining genuine relationships through consistent touchpoints.- Maintain detailed records of all business prospects, individual prospects and current clients

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  LA Fitness

  • Yorba Linda

  • Memebership Counsler

    • May 2011 - Oct 2011
    • Yorba Linda

    -enrollment of new members- process new member paperwork- scheduling prospects/leads- promotions and referrals - calling on new businesses for corporate accounts- provide club tours and membership presentations- utilize computer programs to track appointments and sales

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  Mary Kay Inc.

  • Independent Beauty Consultant

    • Mar 2005 - Aug 2007

    - Sold Product and Maintained Inventory- General Administrative tasks such as: mailings, filing, copying, managing incoming/outgoing calls- Managed marketing of products and special events- Provided product demo, consultation and recommendations to clients- Assisted with coordinating recruiting events and sales of products