Customer Success Manager

• Jan 2023 - Present

Customer Success Manager

• Jul 2022 - Jan 2023

Developed success plans to drive retention and mitigate churn risk for 56 strategic accounts totaling ~ $3.7 mil in commercial ARR Partnered with account managers to close 23 deals for $227,605.70 in upsell opportunities for FY22

Customer Success Manager - First Year Concierge

• May 2021 - Jun 2022

Foster relationships with 74 accounts totaling over $3.9 mil in commercial ARRCollaborate with partners to resolve implementation issues and drive usage through training and resource alignmentDevelop Early Adoption/Concierge program metrics and scorecards for graduating first-year customers

Success Team - Pooled Account Management

• Mar 2020 - Apr 2021

Built processes, procedures, and tech-touch campaigns for the new Pooled Account Management modelManaged 8,500 active customers through email and phone support to troubleshoot and resolve issuesSupervised and mentored 7 off-shore success team membersCreated cancellation request prioritization model process to reduce time spent on cancellation requests and focus on strategic accounts to save

SMB Customer Success Manager

• Nov 2019 - Mar 2020

Proactively drove platform adoption through training, strategy, thought leadership, and best practices Identified 17 new upsell and expansion opportunities, $36,721 in ARR, for territory account executives

Research Services Account Executive

• Jan 2019 - Oct 2019

Closed 16 deals for 115% Q1 quota attainmentPerformed consistently above median score for 8 of 9 key L90 metrics including answer rate (16%), set rate (34%), show rate (81%), and opportunity conversion rate (86%)Mentored and coached 1 SDR intern and 1 SDR new hireQualtrics Multicultural Employee Group - MOSAIQ Event Committee

Sales Development Representative

• Sep 2018 - Dec 2018

Generated 39 new opportunities for $348K in Q4 pipeline 1st Annual Sales Kick Off Pitch Competition - Region Winner, Audience's Choice, Product Category Winner, Best Overall Pitch

Keller Center for Research Graduate Assistant

• Aug 2016 - May 2018

Composed original and ghostwriter articles to be published in the Center's quarterly report. Assisted in generating and editing production elements necessary for the Center's report. Designed 13 digital signage templates for Fall 2017 internal marketing and branding initiative Scripted and recorded 5 ethics modules for 2017 Baylor Ethics Competition and research study Composed original and ghostwriter articles to be published in the Center's quarterly report. Assisted in generating and editing production elements necessary for the Center's report. Designed 13 digital signage templates for Fall 2017 internal marketing and branding initiative Scripted and recorded 5 ethics modules for 2017 Baylor Ethics Competition and research study

MBA Focus Firm Marketing Team Lead

• Aug 2017 - Dec 2017

Conducted demographic analysis to generate 4 target donor/investor profiles Designed an investor journey map to successfully convert potential leads into long-term investors Conducted demographic analysis to generate 4 target donor/investor profiles Designed an investor journey map to successfully convert potential leads into long-term investors

Marketing (B2B) Intern

• May 2017 - Aug 2017

Created 2 market research databases and 1 digital, interactive mapping tool for the IP sand team Improved the speed and quality of map generation for the team's C-suite presentations Created 2 market research databases and 1 digital, interactive mapping tool for the IP sand team Improved the speed and quality of map generation for the team's C-suite presentations

Seasonal Sales Associate

• Jun 2015 - Aug 2016

Customized visual displays in line with corporate merchandising standards and assisted customers with buying decisions Customized visual displays in line with corporate merchandising standards and assisted customers with buying decisions

Intramural Sports Supervisor

• Aug 2014 - May 2016

Managed a 6 -10-person staff, 80-100 participants, and 4 competitions a night

Intramural Sports Official

• Sep 2012 - May 2016

Brand Management Junior Executive

• Jan 2014 - May 2016

Conducted market segmentation and demographic reporting for partner company The Caps USA, an urban wear start-up brand. Developed and managed social media content for digital only clients. Coordinated branding strategies and marketing plans for individual agency represented clients.

Brand Management Intern

• Feb 2013 - Dec 2013

Performed market research, demographic analyses, and event promotion for subsidiary ALLIN Marketing and Music Group. Facilitated 2013 Atlanta leg of Jack Daniel's Music Regional Tour for subsidiary ALLIN.