Director of Customer Success

• Mar 2023 - Present

Director of Customer Success

• Apr 2022 - Mar 2023

I am responsible for building and leading a team of customer success managers and agents to serve as experts in the streaming, live and hybrid event industry. Aligned key initiatives through collaborating cross-functionality across Product, Sales, Success and Renewals. Creating consistency in adoption, driving value and providing support to customers through the customer lifecycle. Provide signature customer experiences leading to 100% Customer Satisfaction score. I am responsible for building and leading a team of customer success managers and agents to serve as experts in the streaming, live and hybrid event industry. Aligned key initiatives through collaborating cross-functionality across Product, Sales, Success and Renewals. Creating consistency in adoption, driving value and providing support to customers through the customer lifecycle. Provide signature customer experiences leading to 100% Customer Satisfaction score.

Director of Customer Success

• Feb 2021 - Apr 2022

I manage a highly skilled team of Customer Success Managers that provide production, strategic and technical support for several high value partners. I establish and sustain a standardized processes for customer onboarding, account check-ins customer retention and growth.I support the line between sales account management and technical support to ensure Customer Success Managers are able to facilitate a quick ramp up when engaging with new customers. I use gifs to express how much I love streaming video, exciting challenges and big wins! Show less

Senior Customer Success Manager

• Jun 2018 - Feb 2021

Retain and renew good standing relationships with our largest clients, directly working with them throughout the lifecycle of events and communicate ways to maximize their success while using the platform. Work directly with internal account executives, sales development, streaming engineers, front and back end developers, product and marketing teams to continuously and cohesively improve the product. Identify key opportunities to up-sell premium features and custom development. Assist clients with their live streaming events, both remotely and on-site. Analyze, create and discuss key analytics during quarterly business reviews based on viewership and engagements metrics.Communicate technical knowledge of IBM Watson Media platform and education on production, web presentation, and best practices Show less

Customer Success Manager

• Jun 2015 - Jun 2018

An IBM-owned, Inc. 500 company ranked the #1 live online video streaming platform for businesses and societies by Streaming Media Magazine.Retain and renew good standing relationships with over 65 clients, working directly with them throughout the entire life cycle of their streaming events, as well as communicate ways to maximize their success while using our platform. Identify key opportunities to up-sell premium features and custom development. Assist clients with their live streaming events, either remotely or onsite. Prepare and discuss analytic and quarterly business reports based on viewership and engagement metrics versus their contracts. Support the ongoing enhancement of the platform by assisting product managers with testing and QAing upcoming features. Report technical issues to developers and engineers with proper steps to reproduce. Respond to Enterprise level technical and billing inquiries via Zendesk. Create articles for the customer facing Knowledge Base and FAQ. Work directly with internal Account Executives, Sales Development Reps, Streaming Engineers, Developers, Product, Marketing, and PR teams to continuously and cohesively improve the product. Show less

Product Support Specialist

• Mar 2014 - Jun 2015

Provide customer support via email and phone regarding bugs, usability and provisioning service. This includes filing bug reports via JIRA and testing QA for pre-released products. Troubleshoot billing, technical issues and production questions for clients of every level. Author of multiple customer facing Knowledge Base articles, creating how-to guides and editing instructional videos. Brainstorm new product features and provide input to production team based on internal and customer feedback. Manage Twitter social networking posts for @UstreamSupport. Monitor LiveAd campaign leads using Flite. Technical Producer of internal webinars and town halls. CRM experience using Salesforce. Show less

Product Specialist

• Oct 2012 - Sep 2013

Call center customer support for technical assistance. Billing customer support specialist. SEO and social media specialist. Lead a team of 5 customer service reps as a call center team lead, deescalated calls and cases. Assisted with community outreach, planned Wix Lounge events and created video content for the Wix Lounge. Call center customer support for technical assistance. Billing customer support specialist. SEO and social media specialist. Lead a team of 5 customer service reps as a call center team lead, deescalated calls and cases. Assisted with community outreach, planned Wix Lounge events and created video content for the Wix Lounge.

Creative Director

• Jun 2012 - Oct 2012

Providing quality video and web content to enhance the quality and organic personality of Sgrouples. Manage a production team, creating projects from brainstorming concepts to completion. Working with PR on pre-production planning. Providing quality video and web content to enhance the quality and organic personality of Sgrouples. Manage a production team, creating projects from brainstorming concepts to completion. Working with PR on pre-production planning.

Bartender

• Dec 2009 - May 2011

Helped open a popular and thriving restaurant in the Castro. While tending bar and serving, I gained a great clientele and gained a lot of good leads and customer service experience. Helped open a popular and thriving restaurant in the Castro. While tending bar and serving, I gained a great clientele and gained a lot of good leads and customer service experience.