Heidi F.
Customer Success Manager - Mobile at Alchemer- Claim this Profile
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Bio
Sarah Gardner
I had the pleasure of being Heidi's manager during her time at Ecova. Heidi always came to work with a positive attitude and willingness to do whatever needed done to make each tradeshow and client event a success. She assisted me with a variety of responsibilities that included client event planning, vendor management, giveaway research, email drafting, and client visits to our HQ office. Heidi is a hard worker and quick learner, who is also caring, responsible, and trustworthy.
Sarah Gardner
I had the pleasure of being Heidi's manager during her time at Ecova. Heidi always came to work with a positive attitude and willingness to do whatever needed done to make each tradeshow and client event a success. She assisted me with a variety of responsibilities that included client event planning, vendor management, giveaway research, email drafting, and client visits to our HQ office. Heidi is a hard worker and quick learner, who is also caring, responsible, and trustworthy.
Sarah Gardner
I had the pleasure of being Heidi's manager during her time at Ecova. Heidi always came to work with a positive attitude and willingness to do whatever needed done to make each tradeshow and client event a success. She assisted me with a variety of responsibilities that included client event planning, vendor management, giveaway research, email drafting, and client visits to our HQ office. Heidi is a hard worker and quick learner, who is also caring, responsible, and trustworthy.
Sarah Gardner
I had the pleasure of being Heidi's manager during her time at Ecova. Heidi always came to work with a positive attitude and willingness to do whatever needed done to make each tradeshow and client event a success. She assisted me with a variety of responsibilities that included client event planning, vendor management, giveaway research, email drafting, and client visits to our HQ office. Heidi is a hard worker and quick learner, who is also caring, responsible, and trustworthy.
Credentials
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Customer Service Leadership
LinkedInAug, 2020- Nov, 2024 -
Customer Success Management Fundamentals
LinkedInAug, 2020- Nov, 2024 -
Customer Success for Impact
Winning by DesignMay, 2022- Nov, 2024 -
Project Management Foundations
LinkedIn
Experience
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Alchemer
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United States
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Software Development
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100 - 200 Employee
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Customer Success Manager - Mobile
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Feb 2023 - Present
Alchemer is an integrated feedback management platform that enables businesses of all sizes, collect and act on feedback to find, get, and keep the best customers. Alchemer acquired Apptentive in January 2023. Alchemer is an integrated feedback management platform that enables businesses of all sizes, collect and act on feedback to find, get, and keep the best customers. Alchemer acquired Apptentive in January 2023.
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Alchemer Mobile
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United States
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Internet Publishing
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1 - 100 Employee
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Customer Success Manager
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Jan 2022 - Feb 2023
Apptentive allows companies to measure shifts in customer emotion and gather actionable feedback across their mobile customer journeys. • Manage a book of business of 30 enterprise customers, amounting to over $3.1 million in ARR • Spearhead entire post-sales customer lifecycle, including technical SDK implementation support, onboarding, through launch and continuous successful adoption • Drive customer satisfaction through partnering with key stakeholders, maintaining good relationships with product users, and staying up to date on industry trends, leading to increased renewal and expansion rates • Understand the customer’s business needs, mobile feedback goals, and help optimize their usage of Apptentive to deliver the maximum amount of value • Create, develop and present Executive Business Reports to key stakeholders summarizing the company’s progress, providing performance data, and suggesting optimizations for improvements • Manage, track and exceed KPIs in SalesForce • Collaborate with Product and Support teams to communicate the product roadmap to customers, and serve as their internal advocate for escalations, feature requests, and platform improvements Show less
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Giving Compass Insights (formerly X4Impact)
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United States
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Technology, Information and Media
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1 - 100 Employee
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Customer Success Manager
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Jun 2020 - Jan 2022
X4Impact is a social enterprise incubated at Giving Tech Labs, creating an online innovation hub. Nonprofits, social entrepreneurs, tech providers, and funders come together to solve pressing social challenges, find solutions, trusted information, and funding sources to collaborate in the creation of social innovation. As Customer Success Manager, I engaged with tech for good solution providers to successfully welcome them to the X4Impact community. My goal every day was to help providers be successful and cultivate a community. • Engaged with tech for good solution providers to successfully welcome them to the X4Impact community • Managed premium listing clients fulfilling expectation with check-in calls, and quarterly reporting • Coordinated, planned, and executed engagement in bi-monthly tech for good solution provider webinars • Conducted training classes with every new customer onboarded • Created training materials and how-to documents for customers • Outreach to gain new users, create partnerships, and promote the platform • Website content optimization developing SEO and keyword strategies • Created and managed ad campaigns on social media campaigns on Twitter and LinkedIn tracking the results and key learnings • Cultivated partnerships for social media campaigns Show less
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Giving Tech Labs
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United States
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Technology, Information and Internet
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1 - 100 Employee
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Customer Success Manager & Operations
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Feb 2018 - Jan 2022
At Giving Tech Labs, I contributed to the company as a Customer Success Manager and handled operations. I strived to create a collaborative, dynamic, friendly, and fun environment for the employees. • Maintained employee handbook and IT & Security Policies to keep our company safe and compliant • Researched trending employee engagement tactic and HR practices to stay current and compliant • Company event planning from holiday parties, birthday celebrations, software launch or bug bashing parties, birthdays, team lunches, and anything celebration in between • Posted job opportunities to various job boards • Tracked applicants through the entire process in our applicant tracking system Recruitee • Onboarded FTE, contractors, and AI4PI fellowship program providing the necessary documents for new hires • Successfully offboarded departing employees and contractors Show less
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VidaNyx
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United States
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Technology, Information and Internet
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1 - 100 Employee
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Customer Success Manager
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Feb 2018 - Jun 2020
VidaNyx is a social enterprise incubated at Giving Tech Labs, building and offering tech solutions for the mission-critical social impact work of Child Advocacy Centers. VidaNyx provides technology that supports survivors of childhood abuse in getting the healing, support, and justice they need. I engaged with customers to successfully give them the learning they needed to use the tool in their daily work successfully. Through my work, I helped break down technology barriers and help customers feel confident using the VidaNyx product. My goal every day was to teach and help our customers be successful. • Managed all aspects of the customer lifecycle, from onboarding, engagement, and retention • Managed a book of business of 30 customers • Created training materials and how-to documents for customers • Inferred product improvements by learning from the customer • Conducted training classes with every new customer onboarded • Created and hosted monthly user engagement virtual forums informing customers of new feature releases, company news, and upcoming events. • Wrote messaging informing customers about new system updates and notifications. Show less
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Formative
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United States
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Advertising Services
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1 - 100 Employee
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Sr. Associate, HR and Operations
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Jun 2016 - Feb 2018
At Formative, I provided our employees with everything they need to be successful - from recruitment to onboarding and all the celebration and information during their employment. I enjoy staying informed on best practices and industry trends to make recommendations for a better workplace. • Managed recruiting efforts by posting jobs, tracking applicants, scheduling interviews & debriefs, maintaining relations through the process • Onboarded new hires from day one so the person feels confident and ready to start in their new position • Documented internal processes to ensure that processes are tracked and done correctly • Maintained employee records • Researched and suggested best practices and trends to keep up with industry standards • Contractor setup and maintenance • Planning and execution of company events large and small • Employee notifications to keep transparency and employees well informed • Monitoring budget and preparing monthly invoices Show less
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SRM Development
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United States
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Real Estate
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1 - 100 Employee
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Marketing Coordinator
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Jan 2015 - May 2016
As the Marketing Coordinator, I maintained the company website, executed company events, developed internal and external content, pitched stories to media outlets, maintained budgets, and managed project updates. • Developed content for monthly internal newsletter, external quarterly newsletter, and articles for the company website • Performed the tasks of designing, planning, and implementing communication strategies for various communication platforms • Monitored media coverage as well as provide written responses to media inquiries • Established and maintained good relationships with media representatives and investors • Coordinated numerous company events yearly from researching venues, communicating with vendors, gathering promotional items or business collateral, budget development, to execution • Summarized and communicated research to other members of the team and management • Managed $80,000 per year budget facilitating monthly marketing meetings to update team about marketing developments Show less
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Ecova
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United States
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Information Technology & Services
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200 - 300 Employee
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Events Assistant
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Feb 2013 - Jan 2014
During my internship, I specialized in the execution and implementation of trade show preparation. Working on trade shows, I researched and organized private client dinners, meetings, conferences and special promotions in cities all across the U.S. • Assembled event materials and accessories for 75 “Ecova Vegas Survival Kit” client gifts for a trade show keeping to the $10,000 budget • Develop content for client dinner invitations and trade show materials • Negotiated and managed contracts with caterers and vendors • Maintained SalesForce database of 800 clients for tracking purposes Show less
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Make-A-Wish Alaska and Washington
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United States
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Philanthropic Fundraising Services
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1 - 100 Employee
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Wish Development Intern
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Sep 2012 - Dec 2012
My internship allowed me to learn first hand how a nonprofit organization runs. I helped with campaigns, the yearly auction, and daily development. • Obtained donated hotel stays, river rafting, restaurant gift cards, and specialty wines that showcased the Eastern Washington area for the 2013 Wish Night Auction and Gala • Implemented and executed the Valley Macy’s Believe Campaign fundraiser • Rallied Macy’s employees to launch the campaign on a weekly basis collecting and sorting hundreds of letters sent to Make-A-Wish headquarters as part of the campaign initiative Show less
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Spokane International Film Festival
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United States
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Movies, Videos, and Sound
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Marketing Intern
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Jan 2012 - Feb 2012
Spokane Internation Film Festival is an annualy event in Spokane that welcome diverse films as well as proformers and filmakers to the Spokane area. As an intern I worked on online event posts, invitations, and ticketing for the festival. I assisited in maintaining and building relations with the community and organization. Spokane Internation Film Festival is an annualy event in Spokane that welcome diverse films as well as proformers and filmakers to the Spokane area. As an intern I worked on online event posts, invitations, and ticketing for the festival. I assisited in maintaining and building relations with the community and organization.
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Education
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2007 - 2012
Eastern Washington University
Public Relations, Communications -
2003 - 2007
St. George's High School
High School Diploma
Community
