Manager, Customer Success

• Apr 2022 - Present

Associate Manager, Customer Success

• Feb 2020 - Apr 2022

Senior Customer Success Optimization Specialist

• Apr 2019 - Feb 2020

Customer Success Optimization Specialist

• Aug 2018 - Apr 2019

Specializing in OEM support, product adoption, performance reviews and churn prevention. By developing success plans and presenting opportunity analysis reviews I assist my set territory of OEM dealers to increase wholesale part sales through increased adoption of our solutions.

Customer Success Onboarding Specialist

• Mar 2018 - Aug 2018

Specializing in on-boarding new clients enrolled in our software solutions within a defined regional territory. Develop trusted relationships with decision makers and users to identify their own desired outcomes. Strategize and formulate client specific success plans. Ensure clients are utilizing and leveraging our software for a period of 6 months post on-boarding to reduce churn and produce ROI. Customized performance coaching based on each clients individual needs while demonstrating value through phone, e-mail, webinars and business reviews. Show less

Account Support Representative

• Jun 2017 - Mar 2018

Establish and manage relationships with a regional territory of auto dealers who subscribe to our software solutions. By providing software product trainings and performance coaching I help our dealers maximize the benefits of our programs to help them sell more OE parts.

Client Services Manager

• Jul 2008 - May 2017

Served as Scherba Industries (Inflatable Images, Gorilla Graphics, GameDay Visions & Covers Unlimited) Client Service Manager for almost 9 years. My position included detailed coordinating of corporate nationwide rental programs, in depth project management, globally recognized brand account management and creating positive resolution to all client service related issues across all company divisions. Essential Responsibilities: * Coordinating CORP (corporate owned rental program) and Scherba owned Inflatable rental programs from start to finish. *Program development including client requested programs, rental software development, detailed reporting and product monitoring * Provide detailed support to all sales staff by assessing clients needs, lead creation, order entry, status order updates and post consumer satisfaction follow up * Maintain and obtain municipal registration, permits applications and records to ensure compliance with laws for sign installations * Secure, hire and manage local and nationwide installers * Provide timely and effective resolution for any and all customer service related issues * Coordinate, assist and attend product specifics trade shows * Collaborate with other departments to improve quality control * Back up logistic coordinator with full knowledge of small package and LTL shipments (domestic and international) * Custom service manual creation * Product demonstration and training Show less

Sales Representative

• Oct 2005 - Jul 2008

Previously employed at Classic Imports, an importer of clothing, art, textiles and licensed products. Served as an inside/outside sales representative for almost 3 years with extensive involvement in full business practices. Essential Responsibilities: * Sales representative for multiple different products sold through wholesale catalog and trade show * Trade show coordinator with extensive travel around the country * Created new business through cold calling, catalog follow up, business meetings and tradeshows * Detailed customer history, current and projected future sales through full service CRM software management * Serviced repeat customers and aided in new customer development * Training all new sales reps for in house sales and trade shows * Assisted in development of brick and mortar store in Los Angeles, CA * Assisted in new vendor set up and product development * Handling all customer service issues directly with our own clients Show less