Experience

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  Evident

  • Atlanta, Georgia, United States

  • Director of Customer Success

    • Apr 2024 - Present
    • Atlanta, Georgia, United States

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  Vitally.io

  • Founding Member, Success Network

    • Jul 2023 - Present

    Founding & Contributing Member of the Vitally Customer Success Network

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  Customer Success Collective

  • Atlanta, Georgia, United States

  • Member

    • Feb 2023 - Present
    • Atlanta, Georgia, United States

    The Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth. Join our Slack community and never miss out again!

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  Salesmsg

  • Head of Customer Success/Support/Compliance

    • Dec 2021 - Apr 2024

    Department owner for Customer Success, Support, and Compliance teamsCustomer Success & Support department ownerNRR mover: 116% NRR in first year of department ownershipProcess development: True 'built from scratch' internal and external processes spanning Onboarding, NPS, Case Studies, Reviews, and moreImplemented CSP: Vitally to automate expansion through value-driven upsellingPeople Ops: Hired and managed Customer Success and Support teams to scale while exceeding targets for NRR, CSAT, NPS

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  Intellum

  • United States
  • E-Learning Providers
  • 100 - 200 Employee

  • Senior Customer Success Manager

    • Oct 2021 - Dec 2021

    - Enterprise Customer Success Manager: Amazon, Atlassian, Palo Alto Networks- Relationship owner for post-sale accounts including technical onboarding and lifecycle account management- Strategic advisor: technical expertise, strategic advice to achieve client business objective, a resource for best practices for client market, application, and use-cases- Revenue management: ownership of client renewals, revenue and feature expansion, churn mitigation through needs-based advisement, proactive renewal outreach/discovery- Build customer relationships and become a trusted advisor on their high-value business problems- Product guru: technical platform expert, tailored recommendations based on client need- Customer Advocate: cross-functional support and communication ownership to drive a customer-centric approach to new features and services, escalation of customer needs to internal teams- Internal voice of the customer to inform product decisions to maximize value for my clients- Product development collaborator: Conducted client discovery calls to inform product roadmap needs analysis, product pitch development

  • Customer Success Manager

    • Nov 2020 - Oct 2021

    - Relationship owner for post-sale accounts including technical onboarding and lifecycle account management- Revenue management: ownership of client renewals, revenue and feature expansion, churn mitigation through needs-based advisement, proactive renewal outreach/discovery- Build customer relationships and become a trusted advisor on their high-value business problems- Product guru: technical platform expert, tailored recommendations based on client need- Customer Advocate: cross-functional support and communication ownership to drive a customer-centric approach to new features and services, escalation of customer needs to internal teams- Internal voice of the customer to inform product decisions to maximize value for my clients

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  Colliers International

  • Greater Atlanta Area

  • Customer Success Lead

    • Nov 2019 - Nov 2020
    • Greater Atlanta Area

    - Product owner - Salesforce- Product management - MyColliers, REscour
 - User adoption management
 - User onboarding (group & individual training) & lifecycle support
 - Third-party partnership management

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  Flock Safety

  • Greater Atlanta Area

  • Customer Success Manager

    • Sep 2018 - Nov 2019
    • Greater Atlanta Area

    Growing Atlanta-based tech startup in target markets through customer advocacy, 
public & private partnerships, press coverages
- Strategic account management and growth targeted MSA’s
- Installation project management & technical onboarding
- Customer growth, lead generation, sales of additional services over 400k in ARR
- Sales engineering support for Account Executives through pilot programs/partnerships

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  ParkMobile, LLC

  • Atlanta Metropolitan Area

  • Customer Success Manager

    • Nov 2017 - Sep 2018
    • Atlanta Metropolitan Area

    - Enterprise Account Manager- Client account lifecycle management: onboarding, training, quarterly reviews - Managed feature adoption and new feature requests- Client advocate for product support interactions, bug reporting- Technical onboarding of Parkmobile regional deployments

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  CallRail

  • Atlanta, Georgia

  • Client Success Manager

    • Feb 2017 - Oct 2017
    • Atlanta, Georgia

    CallRail provides call analytics to data driven marketers so they can improve customer acquisition- $1.5M Annual Recurring Revenue managed- Retain and grow Enterprise Accounts (Agencies and Brands).- Engage with Accounts through every stage of their lifecycle with CallRail (onboarding, training, quarterly business reviews).- Advise customers about our integrations (Google Analytics, Google AdWords, Salesforce, Marketo, Hubspot, A/B Testing) and -Drive feature engagement through analysis of user trends, current feature adoption, and industry type.- Aggregate, document, prioritize and advocate product escalations and new feature requests.

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  Stop Hunger Now

  • United States
  • Non-profit Organizations
  • 200 - 300 Employee

  • Alternative Spring Break Coordinator

    • Sep 2015 - Jan 2016

    Stop Hunger Now seeks to engage college students to become active participants in the fight against global hunger through inviting students to spend time with a Stop Hunger Now office and learn all about global hunger from the experts. Students who participate in Stop Hunger Now Alternative Service Breaks receive training to become advocates for global hunger on their campuses. At Stop Hunger Now we strive to create champions for efforts to eradicate global hunger. As the Alternative Spring Break Coordinator my primary duties are university relations, student outreach, and alternative break trip event planning.

  • Assistant Program Manager

    • Sep 2014 - Jan 2016

    Meal Packaging Event facilitation, volunteer management, lead generation, program development, faith group relations, university relations, student group outreach,

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  Amnesty International

  • atlanta, georgia

  • Organizing intern

    • Jan 2014 - May 2014
    • atlanta, georgia

    As an intern with Amnesty I have coordinated direct and indirect member communication, help requests, database management and other communication with the Southern Regional Office. Other work consists of field organizing work such as student and local group coordination and social media management. I have also served as an assistant to the southern Field Organizers.

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  Apple Retail

  • Perimeter Store

  • Specialist

    • Sep 2011 - Dec 2012
    • Perimeter Store

    As a specialist for Apple I had the opportunity to provide award winning customer service at the highest level of retail. During my tenure with Apple, I served as a mobile technician by providing technical support for iOS devices, facilitated individual training appointments on Mac OS and iOS, and visual merchandising.