Experience

Uberflip

• Canada
• Software Development
• 100 - 200 Employee

• Director of Customer Success

  • Mar 2023 - Present

• Director of Customer Marketing

  • Jun 2022 - Mar 2023



Insightly

• United States
• Software Development
• 1 - 100 Employee

• Director of Customer Engagement

  • Nov 2021 - Jun 2022

• Senior Program Manager - Customer Engagement & Retention

  • Jan 2019 - Nov 2021

  Build and distribute materials and resources that help CSMs work more effectively: - Lead new and advanced feature training by partnering with product and marketing to outline new functionality, use cases, positioning, and implementation. - Lead small-group adoption workshops to reinforce our CS playbook and drive account review and renewal KPIs- Partner with CS team leads to provide 1:1 training and coaching for CSMs that need a little extra guidance - Implemented customer success playbooks for key responsibilities - Manage a CS Hub where all training, standard operating procedures, and resources are easily accessible for CSM teamOversee programs that detect early signals of at-risk renewals: - design playbooks for CSMs to address them- provide path to escalation- Maintained an organization-wide net retention KPI of over 90%Oversee the 1:many communications to synchronize email outreaches with CSM touch points:- In-app messaging to drive feature adoption and new/improved platform updates- Implemented and oversee an onboarding program that decreased average days onboarding by 25% with stage-based email automation Oversee the customer journey and determine the timing and content of touch points by CSMs to drive optimal adoption and high net promoter score:- Quarterly business reviews structure- Increased upsells by 20% year over yearWrite and program in-app messaging for new features, product updates, NPS and CSAT surveys, and customer feedback. Manage Pendo for in-app messaging, platform adoption, and feature usage. Leverage platform analytics to educate customers, upskill CSMs, and direct feature improvements. - Implemented an in-app trial experience that increased trial conversion rates by 30% month over month - Implemented an in-app self-serve onboarding program that educates new users on key functionality and drives adoption of our stickiest features Show less

• Sr. Customer Success Manager

  • Oct 2017 - Jan 2019

  Manage and grow a wide book of business through consultative and proactive engagement. Partner with Sales and Product to drive customer success programs like onboarding, adoption, and retention strategies.



SalesHood

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • May 2017 - Oct 2017



RecruitLoop

• San Francisco Bay Area

• Customer Success & Key Accounts

  • Nov 2015 - Feb 2017

  RecruitLoop is a new model of online recruitment, with expert recruiters paid by the hour. Employers get stress-free recruitment at 80% lower cost. Cut expensive recruitment agencies out of the loop. http://recruitloop.com http://recruitloop.com/press RecruitLoop is a new model of online recruitment, with expert recruiters paid by the hour. Employers get stress-free recruitment at 80% lower cost. Cut expensive recruitment agencies out of the loop. http://recruitloop.com http://recruitloop.com/press



SaaScend

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Co-Founder

  • Oct 2014 - Feb 2017

  We provide audits, implementations and optimization of CRM and Marketing Automation systems. We provide audits, implementations and optimization of CRM and Marketing Automation systems.



Qvale Auto Group

• San Francisco Bay Area

• Marketing Manager

  • Mar 2013 - Oct 2014

  -Responsible for creating engaging and revenue-generating integrated campaigns for Jaguar, Land Rover, Bentley, Lamborghini and Lotus of the Bay Area -Created relevant and effective marketing strategies that increased vehicle leads by 100% across all brands -Designed and managed website and social media outlets leading to a 300% increase in Facebook activity -Tracked and measured all website and lead metrics -Designed and distributed print and digital marketing and sales collateral -Headed new customer outreach and new model launch events for 300+ guests -Identified and formed strategic partnerships with other luxury, high-end industry leaders around the Bay Area -Executed the only Lamborghini US event to be acknowledged at both the US and Europe conference -Oversaw design and implementation of Jaguar tv and online integrated campaign with KTVU -Managed complete redesign of British Motor Car and British Motor Exotics websites Show less



CBRE

• Downtown Oakland

• Marketing Communications Coordinator for Oakland City Center

  • Aug 2012 - Mar 2013

  Assisted the marketing manager for Oakland City Center with duties ranging from manning the Facebook account and online news releases to assist in weekly events in OCC Plaza aimed to enriching the local retailers, raising money for local causes, and increasing patronage to the stores and restaurants. I worked with other local businesses and organizations to create marketing strategies and strengthen their retail presence in downtown Oakland. Other responsibilities included tenant relations, employee-appreciation events, community outreach efforts and public relations. Other primary responsibility was actig as Coordinator for the 5-Star Service Conference Center specializing in concierge-style service and state-of-the-art conferencing facilities. Show less



Berlitz Language Institute

• Montevideo, Uruguay

• English Teacher

  • Mar 2011 - May 2012

  Berlitz Language Institute is a world renowned language center. I taught both private and group English lessons to professionals from major companies in Montevideo, Uruguay, including MercoSur, the political and economic union organization of various South American countries. Berlitz Language Institute is a world renowned language center. I taught both private and group English lessons to professionals from major companies in Montevideo, Uruguay, including MercoSur, the political and economic union organization of various South American countries.



Estudio Couture

• Uruguay
• Retail Apparel and Fashion
• 1 - 100 Employee

• Media Intern

  • 2012 - 2012

  Estudio Couture is a Communication agency that focuses on global fashion and design in Montevideo, Uruguay. I assisted with online marketing and event coordination for a campaign for Manos del Uruguay and another one for Montevideo's fashion week, MoWeek. I participated in brainstorming meetings, assisted in concept design and event coordination. Estudio Couture is a Communication agency that focuses on global fashion and design in Montevideo, Uruguay. I assisted with online marketing and event coordination for a campaign for Manos del Uruguay and another one for Montevideo's fashion week, MoWeek. I participated in brainstorming meetings, assisted in concept design and event coordination.



Universidad de Montevideo

• Uruguay
• Higher Education
• 300 - 400 Employee

• International Program Development Team Member

  • Jun 2011 - Dec 2011

  The University of Montevideo is an independent university I attended while living in Uruguay. I was hired in their Office of International Relations to assist with a marketing campaign to revamp their international programs. My responsibilities included English- Spanish translations, brainstorming with other faculty members from various departments, organizing course information for international students and contributing to the new international website. The University of Montevideo is an independent university I attended while living in Uruguay. I was hired in their Office of International Relations to assist with a marketing campaign to revamp their international programs. My responsibilities included English- Spanish translations, brainstorming with other faculty members from various departments, organizing course information for international students and contributing to the new international website.



MSUDY Consulting

• Uruguay
• International Trade and Development
• 1 - 100 Employee

• Brand Development Intern

  • Mar 2011 - Jul 2011

  Sudy Digital is the creator of the widely popular Spanish women's health and leisure website, Animo de Mujer. I assisted with the development, implementation and managed of an English market equivalent. Duties included conducting market research, Spanish-English translating, brand management, social media marketing and content writing. Sudy Digital is the creator of the widely popular Spanish women's health and leisure website, Animo de Mujer. I assisted with the development, implementation and managed of an English market equivalent. Duties included conducting market research, Spanish-English translating, brand management, social media marketing and content writing.



YMCA of the USA (National Resource Office)

• United States
• Non-profit Organizations
• 700 & Above Employee

• Assistant Site Supervisor

  • Mar 2007 - Aug 2010

  After working one year as an after-school program counselor, I returned to the YMCA as an Assistant Site Supervisor for the PrimeTime Afterschool Program. My duties included educational and recreational programming, implementing corporate and local procedures, and supervising the daily operations of an afterschool program for 100+ elementary school children. Other duties included training and supervising employees, overseeing and reporting on daily procedures, and maintaining stable lines of communication with school faculty, staff and parents. Show less



San Diego IndieFest

• Musicians

• Artist Liaison

  • 2009 - 2009

  IndieFest is an annual music and art festival that highlights independent artists from around the world as part of the non-profit organization Results. My first year with IndieFest was spent as an Intern, assisting with event organization and execution. I was responsible for social media communication, fundraise cold-calling, pitching to potential investors, and day-of organization and coordination. During my second year with IndieFest I worked as Artist Liaison. My responsibilities included artist-event communication, event coordination and artist relations. Apart from helping with fundraising and gathering sponsors, this position required me to be organized, to multi-task and most importantly, to coordinating artists, problem solve and maintain the artist “green room” within a high-stress and fast-paced environment. Show less



San Diego IndieFest

• Musicians

• Intern/Production Assistant

  • 2008 - 2008

  IndieFest is an annual music and art festival that highlights independent artists from around the world as part of the non-profit organization Results. My first year with IndieFest was spent as an Intern, assisting in the organization and execution of the event. I was responsible for social media communication, cold-calling, pitching to potential investors and day-of organization and coordination. IndieFest is an annual music and art festival that highlights independent artists from around the world as part of the non-profit organization Results. My first year with IndieFest was spent as an Intern, assisting in the organization and execution of the event. I was responsible for social media communication, cold-calling, pitching to potential investors and day-of organization and coordination.