Senior Customer Success Manager

• Jan 2023 - Present

Customer Success Manager

• May 2020 - Jan 2023

Serves as the primary point of contact for 20-25 accounts (~1.5M in ARR), acts as an internal partner and “quarterback” across Promoboxx, driving platform adoption and development/execution of ongoing account plans focused on value realization.• Responsible for each account’s growth + success on the platform, and all day-to-day communications & relationships with each brand contact• Drives relationships at various levels of the client organizations, plans & overseesmulti-tiered client engagement strategy• Proactively identifies customer risks (and success opportunities), collaboratesacross the organization to to remediate and ensure successful renewals• Leverages platform expertise + knowledge of clients’ business to increasecustomer value, engagement, and platform adoption• Responsible for renewal/expansion of 21 annual partnership contracts in the2022 calendar year Show less

Social Media Marketing Specialist

• Jan 2023 - Present

Manage Digital Marketing and Social Media for a small business accounting firm Manage Digital Marketing and Social Media for a small business accounting firm

Recspert (Sales Associate)

• Oct 2022 - Jul 2023

Part-time retail employee at a new Outdoor Voices store in Minneapolis Part-time retail employee at a new Outdoor Voices store in Minneapolis

Experienced Customer Success Manager

• Feb 2020 - May 2020

Customer Success Team Lead, JRebel team

• May 2019 - Feb 2020

(Rogue Wave Software acquired by Perforce in Jan 2019) • Managed a team of customer success representatives and trained new hires. • First point of contact for customer training, product setup/configuration, and problem solving. • Trained and provide product support for other members of sales team. • Developed and write technical documentation for products, including a customer-facing matrix of various support tiers, the local license server demo process, QBR best practices, and customer onboarding process. Show less

Customer Success Representative

• Sep 2018 - Apr 2019

• Conferred with customers and engineers to assess equipment needs and determine system requirements. • Conducted online training and onboarding sessions to customers. • Maintained and enhanced customer satisfaction by providing ongoing, proactive support. • Helped drive adoption and maintain top accounts with key stakeholders. • Provided timely resolution of product and accounting related customer support issues. • Conferred with customers and engineers to assess equipment needs and determine system requirements. • Conducted online training and onboarding sessions to customers. • Maintained and enhanced customer satisfaction by providing ongoing, proactive support. • Helped drive adoption and maintain top accounts with key stakeholders. • Provided timely resolution of product and accounting related customer support issues.

Customer Success Associate

• May 2017 - Sep 2018

• Account manager to enterprise-level marketing technology customers. • Counseled customers through marketing programs using cloud-based software solutions in a fast-moving, entrepreneurial environment. • Planned and project managed key marketing projects and campaigns, integrating paper/print expertise with technology and software proficiency. • Account manager to enterprise-level marketing technology customers. • Counseled customers through marketing programs using cloud-based software solutions in a fast-moving, entrepreneurial environment. • Planned and project managed key marketing projects and campaigns, integrating paper/print expertise with technology and software proficiency.

Workday Support Specialist

• May 2015 - Apr 2017

● Serve as Tier 2 incident manager and Workday/IT support specialist. ● Responsible for receiving incidents and requests from end-users, analyzing these issues and either responding to the end-user with a solution or escalating to partners on other IT teams. ● Act as an effective liaison between business departments, IT teams, and end-users; these partners may include Developers, Business Analysts, and Database Administrators. ● Triage and troubleshoot a wide range of tickets and work with IT partners to identify issues, gather information and resources, and ensure issue resolution. ● Work daily in the following systems: Workday, Sharepoint, ServiceNow, Tririga, Taleo, and more. Show less

Room Service Coordinator

• Aug 2014 - Apr 2015

● Worked independently & as a team to coordinate patient meal service (via phone and e-mail) with dietitians, nursing staff, patients, and parents throughout the hospital. ● Answered phone calls fielding customer questions about food orders, Diet Orders, food allergies, food ingredients, quality, etc. ● Review Diet Orders for accuracy; verified all allergies & special diets to ensure patient safety. ● Delivered patient meals to rooms. ● Worked in the kitchen & put together patient trays, ensuring accuracy & quality of food. Show less

Publications Officer/ Editor

• Feb 2010 - Aug 2013

Edited and formatted/laid out intelligence products; coordinated electronic and print dissemination of products to customers across the community. Worked with designers and cartographers to edit products involving graphics and maps. Project manager on many products simultaneously; often quick turnaround products. Trained and mentored new editors; updated and maintained team standard procedures manual. Initiated and lead a project to create a database to efficiently organize, track, and communicate production. Worked with a web developer one-on-one to maintain system. Leader and active participant in several corporate organizations. Show less

Editorial Intern

• Oct 2009 - Feb 2010

● Edited technical documents such as proposals, Expressions of Interest, employee biographies, Curriculum Vitae, etc. & formatted according to various clients’ standards. ● Prepared project proposals serving the needs of a variety of developing countries, funded by groups such as World Bank, USAID, & EBRD. ● Acted as a company liaison communicating with contractors, subcontractors, & clients. ● Edited technical documents such as proposals, Expressions of Interest, employee biographies, Curriculum Vitae, etc. & formatted according to various clients’ standards. ● Prepared project proposals serving the needs of a variety of developing countries, funded by groups such as World Bank, USAID, & EBRD. ● Acted as a company liaison communicating with contractors, subcontractors, & clients.

Writing Coach

• 2007 - 2009