Customer Success Manager

• Jun 2023 - Present

Implementation Manager

• Nov 2019 - Jun 2023

Worked closely with customers during the initial software implementation, configuration, and user onboarding period, as well as ongoing in supporting the customer base. Delivered effective training sessions to customers through one-on-one calls, group sessions, and webinars to further drive software adoption. Created support articles, videos, and training resources. Collaborated with product and engineering teams to identify software improvements and bug fixes. Owned contract renewals, closed… Show more Worked closely with customers during the initial software implementation, configuration, and user onboarding period, as well as ongoing in supporting the customer base. Delivered effective training sessions to customers through one-on-one calls, group sessions, and webinars to further drive software adoption. Created support articles, videos, and training resources. Collaborated with product and engineering teams to identify software improvements and bug fixes. Owned contract renewals, closed account upgrades and add-on business. Managed a book of business worth approximately $1.8M in ARR. Key Achievements: - Achieved client retention rate of at least 96% in each quarter - Closed over $100,000 in upgrades and add-on business - Recognized as Commercial Business Unit "MVP" for customer retention and add-on business (2022) Show less Worked closely with customers during the initial software implementation, configuration, and user onboarding period, as well as ongoing in supporting the customer base. Delivered effective training sessions to customers through one-on-one calls, group sessions, and webinars to further drive software adoption. Created support articles, videos, and training resources. Collaborated with product and engineering teams to identify software improvements and bug fixes. Owned contract renewals, closed… Show more Worked closely with customers during the initial software implementation, configuration, and user onboarding period, as well as ongoing in supporting the customer base. Delivered effective training sessions to customers through one-on-one calls, group sessions, and webinars to further drive software adoption. Created support articles, videos, and training resources. Collaborated with product and engineering teams to identify software improvements and bug fixes. Owned contract renewals, closed account upgrades and add-on business. Managed a book of business worth approximately $1.8M in ARR. Key Achievements: - Achieved client retention rate of at least 96% in each quarter - Closed over $100,000 in upgrades and add-on business - Recognized as Commercial Business Unit "MVP" for customer retention and add-on business (2022) Show less

Account Manager

• May 2017 - Nov 2019

Conducted high-level demonstrations of marketing automation solution using consultative approach to identify challenges and provide solutions. Built relationships with current clients and connect with trial users to provide insight on utilizing software through critical thinking and feature implementation. Communicate with Customer Success teams to ensure clients’ business priorities are met and marketing initiatives are aligned. Conducted high-level demonstrations of marketing automation solution using consultative approach to identify challenges and provide solutions. Built relationships with current clients and connect with trial users to provide insight on utilizing software through critical thinking and feature implementation. Communicate with Customer Success teams to ensure clients’ business priorities are met and marketing initiatives are aligned.

Producer, Board Operator, News Writer

• Jan 2016 - Jan 2017

Pitched show topics, provided research, booked guests, and prepared hosts for live radio broadcasts. Edited audio and uploaded to daily KGO radio podcast. Screened phone calls and answered the KGO contest line. Operated the audio console during live and syndicated talk radio broadcasts. Executed commercial spots, promos, and contests. I worked closely with on-air personalities to ensure timing of segments. Wrote news copy and edited audio for live news broadcasts. Pitched show topics, provided research, booked guests, and prepared hosts for live radio broadcasts. Edited audio and uploaded to daily KGO radio podcast. Screened phone calls and answered the KGO contest line. Operated the audio console during live and syndicated talk radio broadcasts. Executed commercial spots, promos, and contests. I worked closely with on-air personalities to ensure timing of segments. Wrote news copy and edited audio for live news broadcasts.

Audio Production Intern

• Feb 2016 - May 2016

Edited, mixed and mastered over a dozen radio programs, teasers, and features for two nationally syndicated radio programs. Used as a field reporter for a pilot episode of The Science of Happiness podcast, picked up by Public Radio International (PRI). Edited, mixed and mastered over a dozen radio programs, teasers, and features for two nationally syndicated radio programs. Used as a field reporter for a pilot episode of The Science of Happiness podcast, picked up by Public Radio International (PRI).

Music Director/On-Air Talent

• Aug 2015 - May 2016

Server

• May 2008 - Jul 2014