Customer Success Program Manager

• 2021 - Present

• Understand and enable Client’s vision, goals, culture, and requirements within the parameters of the defined program.• Manage the project governance of large complex initiatives.• Provide Customer Success consultative presence and leadership to the overallprogram team. • Understand and enable Client’s vision, goals, culture, and requirements within the parameters of the defined program.• Manage the project governance of large complex initiatives.• Provide Customer Success consultative presence and leadership to the overallprogram team.

Member, Events Committee

• 2020 - Present

Business Owner

• 2021 - Present

https://www.galasbygala.com https://www.galasbygala.com

Lead Customer Success Manager

• 2019 - 2021

•Lead CSM for Gym Launch and partner company A.L.A.N.•Served and led a Customer Success team for over 300 individual B2B clients on an ongoing basis.•Orchestrated relationship management with clients including growth, adoption, retention, and happiness. •Outlined individual Customer Success plans with clients to help them achieve their definition of success. •Maintained cross-functional relationships between CX, CS, Product, and beyond. •Trained and onboarded new and existing clients.•Worked with clients to identify process and feature changes, and collaborate with our internal product team to bring those features to fruition. •Drove expansion and success. •Managed a team of Customer Success professionals.•Planned, hosted, and executed all company-wide events (both internal and external). •Promoted to Lead Customer Success Manager.

Customer Service Manager

• 2016 - 2019

•Responsible for managing 25+ enterprise clients with budgets up to $350K. •Acted as the sole contact for each client. •Promoted to Customer Service Manager. •Led internal communication tactics for 1,400 Cast Members. •Planned and hosted internal events for 1,400 Cast Mmebers.•Managed, trained, and oversaw a service team of over 40 Cast Members. •Responsible for managing 25+ enterprise clients with budgets up to $350K. •Acted as the sole contact for each client. •Promoted to Customer Service Manager. •Led internal communication tactics for 1,400 Cast Members. •Planned and hosted internal events for 1,400 Cast Mmebers.•Managed, trained, and oversaw a service team of over 40 Cast Members.

Catering Manager

• 2015 - 2016

Management Associate- Hotel Operations

• 2014 - 2015

Disney College Program Campus Representative

• 2013 - 2014

Lead Event Planner

• 2013 - 2014

• Planned and executed social events including “Grocery Bingo” resulting in an increased sense of community for 500+ students• Built relationships and established contact with vendors, including caterers and DJ’s. • Planned and executed social events including “Grocery Bingo” resulting in an increased sense of community for 500+ students• Built relationships and established contact with vendors, including caterers and DJ’s.

Service Professional

• 2011 - 2014

Summer Rotational Intern

• 2013 - 2013

Front desk, food and beverage, and recreation departments. Front desk, food and beverage, and recreation departments.

Disney College Program- Seater

• 2012 - 2013

• Assisted guests in making reservations throughout Walt Disney World property• Managed multiple priorities efficiently while simultaneously paying attention to detail• Demonstrated problem solving and decision making skills through times of heavy volume at the Resort • Assisted guests in making reservations throughout Walt Disney World property• Managed multiple priorities efficiently while simultaneously paying attention to detail• Demonstrated problem solving and decision making skills through times of heavy volume at the Resort