Experience

Curaytor

• United States
• Advertising Services
• 1 - 100 Employee

• Customer Success Manager

  • Dec 2020 - Present

  • Trusted advisor and advocate for 175 real estate clients, including enterprise clients. • Engages with clients on regular strategy and live group coaching calls to drive maximum value from their investment in Curaytor. • Conducts executive business reviews (previous 180 days) with the goal of demonstrating a strong client ROI. • Monitors customer health and customer loyalty to proactively mitigate churn risk. • Works with Project Coordinators to ensure early client adoption and… Show more • Trusted advisor and advocate for 175 real estate clients, including enterprise clients. • Engages with clients on regular strategy and live group coaching calls to drive maximum value from their investment in Curaytor. • Conducts executive business reviews (previous 180 days) with the goal of demonstrating a strong client ROI. • Monitors customer health and customer loyalty to proactively mitigate churn risk. • Works with Project Coordinators to ensure early client adoption and repeated success. • Collaborates with Support Team to resolve customer inquiries and escalations in a timely manner to provide a world-class customer experience. Show less



Toast

• United States
• Software Development
• 700 & Above Employee

• Customer Success Analyst

  • Jan 2020 - Apr 2020

  Boston, Massachusetts, United States * Managed a book of business, aligned to a specific region (over 300 accounts) to identify upsell opportunities and prevent downsell situations * De-escalated customers in order to maintain a low cancellation rate (proactively and reactively) by ensuring all concerns were resolved (e.g. billing and payments, integration follow-ups, case management) * Made judgment calls on how best to create new solutions for customer issues to avoid churn * Prospected customers through data in… Show more * Managed a book of business, aligned to a specific region (over 300 accounts) to identify upsell opportunities and prevent downsell situations * De-escalated customers in order to maintain a low cancellation rate (proactively and reactively) by ensuring all concerns were resolved (e.g. billing and payments, integration follow-ups, case management) * Made judgment calls on how best to create new solutions for customer issues to avoid churn * Prospected customers through data in ‘Looker’ to sell the full suite of Toast tools and value-added services to increase revenue * Collaborated and maintained relationships with internal teams to ensure a great customer experience * Updated and maintained Toast customer database (Salesforce) to increase efficiency Show less



WordStream by LocaliQ

• United States
• Advertising Services
• 1 - 100 Employee

• Customer Programs Manager

  • 2018 - Jan 2020

  Boston, Massachusetts * Responsible for managing client retention for WordStream PPC advisor software, proactively and reactively, improving customer satisfaction * Connects with at-risk clients, prioritizing based on client needs/issues (via phone calls and emails) * Develops a better understanding of client concerns/issues, using various programs to minimize disruption/improve customer satisfaction, with the goal of getting the client back on the right track * Analyzes NPS, Churn, and product feedback… Show more * Responsible for managing client retention for WordStream PPC advisor software, proactively and reactively, improving customer satisfaction * Connects with at-risk clients, prioritizing based on client needs/issues (via phone calls and emails) * Develops a better understanding of client concerns/issues, using various programs to minimize disruption/improve customer satisfaction, with the goal of getting the client back on the right track * Analyzes NPS, Churn, and product feedback survey results to help identify at-risk accounts and trends * Operates WordStream’s ‘Product Innovators Program’ to help company product teams access client feedback * Works closely with WordStream’s sr. management and client services teams to drive operational change to help improve the overall client experience * Meets regularly with executive team to review monthly performance metrics * Consistently achieves quarterly goals and objectives (total accounts and revenue retained)

• Customer Success Specialist

  • 2017 - 2018

  Boston, Massachusetts * Actively manage a client portfolio of SMB clients in various industries. * Responsible for driving usage and adoption of WordStream’s PPC Advisor software by onboarding and training clients on the software and meeting with them regularly to ensure their continued success. * Responsible for providing advanced paid search consulting support for top-level clients. * Meet regularly with Product Management teams to influence and guide improvements to the WordStream platform based on… Show more * Actively manage a client portfolio of SMB clients in various industries. * Responsible for driving usage and adoption of WordStream’s PPC Advisor software by onboarding and training clients on the software and meeting with them regularly to ensure their continued success. * Responsible for providing advanced paid search consulting support for top-level clients. * Meet regularly with Product Management teams to influence and guide improvements to the WordStream platform based on client feedback and product experience.



LogMeIn

• United States
• Software Development
• 700 & Above Employee

• Customer Care Representative

  • 2016 - Sep 2017

  Boston, Massachusetts * Selected to become a member of the first universal support team (post-merger) as a result of my top retention metrics * Maintained a high customer resolution rate (customer satisfaction) as a member of the team * Learned and maintained knowledge of all products cross merger * Utilized systems for both LogMeIn and GetGo sides of the business * Acquired and processed customer feedback while providing insight for other departments * Assisted (on average) 35 customers per… Show more * Selected to become a member of the first universal support team (post-merger) as a result of my top retention metrics * Maintained a high customer resolution rate (customer satisfaction) as a member of the team * Learned and maintained knowledge of all products cross merger * Utilized systems for both LogMeIn and GetGo sides of the business * Acquired and processed customer feedback while providing insight for other departments * Assisted (on average) 35 customers per day, in a friendly and efficient manner Show less