Sr. Strategic Customer Success Manager

• Feb 2023 - Present

Enboarder is the industry’s only People Activation Platform, designed to inspire action and truly engage your people, enabling you to transform your people programs into simple, science-based, human-centric journeys. Whether it’s onboarding, learning and development, change management, diversity and inclusion, or employee transitions, we’ve reimagined HR programs to create natural sequences that match your people’s journey. - Trained and onboarded cross-functional new hires around Enboarder product and culture, decreasing employee ramp rate by 15%. - Led global projects to develop and enhance the Enboarder product and customer advocacy.- Partnered with Revenue Manager to close an additional $350,000 across 3 customers.- Held North America’s largest Customer logos worth approx. $2Million in ARR and a customer retention rate of 96%.- Participated in Aspire Leadership program, helping leaders master the mindset and awareness to be influential. Show less

Sr. Enterprise Customer Success Manager

• Jul 2022 - Present

Enterprise Customer Success Manager

• Sep 2021 - Present

Customer Success Manager

• May 2021 - Sep 2021

Anagram is a cloud-based software service helping vision care professionals and patients simplify the insurance process for receiving out-of-network care. - Lowered support tickets by 30% by developing an internal feedback loop. - Exceeded retention, satisfaction, NPS, and reference KPIs by 10% within my first quarter. - Matured the team from a reactive escalation management organization to a proactive organization that mitigates churn risk, increases product adoption, and cultivates customer advocates. - Developed and launched Anagram’s Customer Success webinar series. - Onboarded, coached, and led customer strategies to achieve a 90% activation rate within the first 60 days. - Demonstrated a deep understanding of operational rigor, including crafting success plans, re-engaging red accounts, and accurately forecasting growth. Show less

Customer Success Manager

• Dec 2018 - May 2021

TravelBank is a modern all-in-one travel and expense app. As one of the first 60 employees, I have quickly become the ‘owner of many hats’ with the ability to help influence the product to evolve with our customers. - Managed a highly talented and motivated team of Customer Success Managers through training and enablement while scaling customer growth. - Worked closely with key stakeholders in sales, support, and finance, while maintaining subject matter expertise, process updates, and efficiencies across the organization. - Resourced and implemented onboarding tools, thus reducing the time to revenue for TravelBank and the time to save for customers. - Operationalized the sales to Customer Success handoff, increasing future customer adoption by 20%. - Created enablement tools for customer success managers taking their ramp rates from 30% to 70% within the first 90 days of onboarding. - Responsible for managing TravelBank’s largest customers in revenue, equating to $19 Million in contract signings. - Managed the post-sale lifecycle for over 25+ customers, including onboarding, implementation, adoption, renewals, and expansion. - Responsible for analyzing customer product behavior using queries on actions with weighted scores for each customer. The data was then manipulated to build in-app walk-throughs using Appcues to improve customer experience and drive the adoption of new features. - Recipient of the Customer Success Manager of the Year Award and TravelBank Founders Award. Show less

Corporate Account Manager

• Apr 2015 - Dec 2018

Corporate Traveler provides a dynamic blend of expert travel management services and technology to over 6,000 businesses in the United States. - Responsible for cultivating strong client relations while assisting clients in the development, maintenance, and administration of company travel policies. - Championed a dynamic team environment to increase productivity and client satisfaction. -Monitored travel policy compliance for a portfolio of $9 Million while providing strategies to increase adoption. - Sourced, negotiated, implemented, and managed third-party travel supplier relationships, programs, and contracts. - Benchmarked, analyzed, monitored, and reporting on travel expenditures and compliance; identified savings opportunities. - Delivered monthly and quarterly reports for corporate travel expenditures. - Identified client needs for online booking tools. Assisted in training and implementation of online booking tools. - Worked as a Trusted Advisor to all my clients while managing a team of 6 consultants to exceed monthly sales targets and KPI’s set forth. - Retained 100% of all client accounts under direct supervision throughout the customer life cycle. Show less

Administrative Assistant

• Dec 2014 - Apr 2015

Assistant Property Manager

• Jan 2014 - Dec 2014

Assistant Brand Manager

• May 2009 - Jan 2014

- Coached, developed, and maximized success in all associates through one-on-one coaching and group training at Atlanta's highest-volume store. - Responsible for training Novice Store Managers, many of whom had never worked for Express previously, to exceed Express’ minimum standards for their position. - Lead a consistent focus on delivering an intimate customer experience while maintaining policies and procedures. - Analyzed the previous week’s performance developing and executing plans to capitalize on business. Show less