Experience

Pipeline CRM

• United States
• Software Development
• 1 - 100 Employee

• Product Manager

  • Nov 2021 - Mar 2023

  Victor, Idaho, United States -Took part in cross-departmental effort (Product and Engineering) to define and implement strategic product development process founded upon a data-driven, lean, and iterative approach -Implemented Mixpanel data analytics tool and oversaw the ideation and delivery of three major features in 5 months based on customer usage data -Write and manage updates to detailed PRDs, user stories and flows, and customer personas and journey maps to continually seek solutions grounded in customer… Show more -Took part in cross-departmental effort (Product and Engineering) to define and implement strategic product development process founded upon a data-driven, lean, and iterative approach -Implemented Mixpanel data analytics tool and oversaw the ideation and delivery of three major features in 5 months based on customer usage data -Write and manage updates to detailed PRDs, user stories and flows, and customer personas and journey maps to continually seek solutions grounded in customer centricity -Quickly and easily switch between identifying problem statements and seeking solutions while managing expectations of various stakeholders (parent company, high AARPA clients, internal leadership and colleagues) -Manage product marketing efforts via in-app content, product newsletter, webinars, knowledge base articles, and promotional videos

• Customer Success Manager

  • Jul 2020 - Nov 2021

  Wilson, WY, United States -Managed book of business of 100+ enterprise accounts equating to $2.5 million in ARR, conducting quarterly business reviews and monthly check-in calls with strategic accounts -Spearheaded implementation of external customer feedback tool, UserVoice, and managed responses for all inbound feature requests on an ongoing basis -Collaborated cross-departmentally with Product and Engineering to determine product development priorities based on customer impact and need -Hired new Customer… Show more -Managed book of business of 100+ enterprise accounts equating to $2.5 million in ARR, conducting quarterly business reviews and monthly check-in calls with strategic accounts -Spearheaded implementation of external customer feedback tool, UserVoice, and managed responses for all inbound feature requests on an ongoing basis -Collaborated cross-departmentally with Product and Engineering to determine product development priorities based on customer impact and need -Hired new Customer Success Manager in Q2 of 2021 and developed new hire onboarding process and first 90-day benchmarks and goals



Zoomforth

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Oct 2019 - Apr 2020

  Jackson, Wyoming - Act as main POC for book of business made up of global enterprise customers, conducting renewal, Quarterly Business Review, and expansion sales conversations - Onboard new customers, managing design services and running kick-off calls and new user trainings - Led internal implementation of ChurnZero, Customer Success Software - Spearheaded bi-weekly drop-in training webinars and quarterly skills workshops for new and existing users - Work closely with fully-distributed team to… Show more - Act as main POC for book of business made up of global enterprise customers, conducting renewal, Quarterly Business Review, and expansion sales conversations - Onboard new customers, managing design services and running kick-off calls and new user trainings - Led internal implementation of ChurnZero, Customer Success Software - Spearheaded bi-weekly drop-in training webinars and quarterly skills workshops for new and existing users - Work closely with fully-distributed team to ensure high levels of customer service and satisfaction Show less



Pipeline CRM

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Jun 2018 - Oct 2019

  Seattle, Washington -Managed book of business of 250+ of PipelineDeals' largest accounts, with KPIs being reducing churn, maximizing expansion, and improving NPS score -Conducted Start Services onboarding process, helping accounts through rapid implementation (data import, account customization, admin and team trainings) -Conducted Executive Business Reviews semi-annually with key accounts to ensure customers are seeing high ROI on CRM investment -Led weekly new user training webinars -Provided… Show more -Managed book of business of 250+ of PipelineDeals' largest accounts, with KPIs being reducing churn, maximizing expansion, and improving NPS score -Conducted Start Services onboarding process, helping accounts through rapid implementation (data import, account customization, admin and team trainings) -Conducted Executive Business Reviews semi-annually with key accounts to ensure customers are seeing high ROI on CRM investment -Led weekly new user training webinars -Provided strategic consultative support on CRM and sales process best practices

• Account Executive

  • Apr 2018 - Jun 2018

  Seattle, WA



Good Hope Country Day School

• Executive Assistant

  • May 2016 - Aug 2017

  St. Croix, US Virgin Islands • Assisted Head of School in projects related to academic development and school advancement • Acted as recording secretary and administrative record keeper for GHCDS Board of Trustees and committees • Assisted in tracking of enrollment data to make staffing and financial projections for following school year • Compiled comprehensive standardized testing data from 2010-2016 to help administration make informed decisions regarding curriculum development



iTHINK Education

• Education Consultant

  • Nov 2015 - Apr 2016

  Hong Kong, SAR • Managed U.S. college admissions advising business • Spearheaded Critical Reading and Writing curriculum development • Assisted management with business development initiatives and new product offerings



AIC Education

• China
• Education Administration Programs
• 1 - 100 Employee

• Education Consultant (Contract)

  • Sep 2014 - Jan 2015

  Beijing City, China • Mentored and advised six Chinese high school students through the U.S. college application process • Guided students through a period of self-discovery, utilizing the application process to improve students’ writing and critical thinking skills • Worked closely with Chinese teachers to monitor client expectations to maintain high-level of customer satisfaction



The Hutong

• Australia
• Education Administration Programs
• 1 - 100 Employee

• Education Programs Coordinator

  • Jan 2014 - Aug 2014

  Beijing City, China • Managed international school client accounts from trip content and proposal, to budgeting, staffing, logistics, trip execution, trip follow-up and feedback • Coordinated with local partners across China to lead multi-day travel excursions and cultural exchanges for international school clients • Edited and revised proposals and student handbooks created by the education department to ensure high level of professionalism in all client communications • Updated and maintained internal… Show more • Managed international school client accounts from trip content and proposal, to budgeting, staffing, logistics, trip execution, trip follow-up and feedback • Coordinated with local partners across China to lead multi-day travel excursions and cultural exchanges for international school clients • Edited and revised proposals and student handbooks created by the education department to ensure high level of professionalism in all client communications • Updated and maintained internal database of program requests, as well as current and past client accounts Show less



Hamilton College

• United States
• Higher Education
• 700 & Above Employee

• Resident Advisor and Distance Language Center Coordinator

  • Jun 2013 - Jan 2014

  Beijing, China • Supported a student body of >60 college students in academic and personal matters while enforcing Chinese-only language pledge • Established clear and effective lines of communication between Chinese staff and American student body to support program development accurately aligned with student expectations • Spearheaded overhaul of offline DLC scheduling system and a transition to streamlined online user system



Swarthmore College

• United States
• Higher Education
• 700 & Above Employee

• Chinese Tutor

  • Aug 2011 - Jan 2012

  Swarthmore, PA • Offered additional instruction to two first year Chinese language students • Mentored and encouraged students in Chinese language studies

• Student Academic Mentor

  • Aug 2010 - Jan 2012

  Advised incoming freshman on class scheduling and selection during orientation week Planned and facilitated hall and dorm-wide study breaks on time management, study strategies, stress management, and note-taking Mentored individual students on Chinese and English writing



Natural Resources Defense Council (NRDC)

• United States
• Public Policy
• 700 & Above Employee

• Intern

  • 2012 - 2012

  Beijing, China Conducted research on hydraulic fracturing development in China Surveyed status of waste incineration plants in Beijing Assisted in execution of NRDC workshop on environmental implications of hydraulic fracturing