Customer Success Manager

• May 2022 - Present

Customer Success Manager

• Mar 2020 - Mar 2022

• Secured 106% revenue retention during 2020 (Renewals + Upsell-Churn) • Designed system to determine current customer health and engagement status to strategize and predict renewals • Trained and consulted best practices with customized approaches based customer needs and business type • Utilized customer data to inform customers of potential Continuous Improvement and CapEx project opportunities • Developed and implemented 90 day strategy plans to re-engage inactive customers • Restructured onboarding flow to reduce onboarding times from 45-60 days to 30-45 • Created customer facing material and plans to inform customers of onboarding • Project managed onboarding process from sale close to training and go live- continuous improvement • Hosted Executive Reviews and Exit Interviews • Created process documentation for inactive customer outreach, renewals, up-sells, referrals, onboarding, customer churn • Worked along side the hiring manager for CS to review, assess and select (2) new CS hires. • Onboarded (2) new CS hires

World Travels (1 year spent backpacking, cultural immersion, volunteering and playing rugby)

• Jan 2019 - Dec 2019

• Honed problem solving with limited resources • Enhanced empathetic relationship building skills • Planned, researched, coordinated and budgeted (1) year of travel, touring, expenses • Honed problem solving with limited resources • Enhanced empathetic relationship building skills • Planned, researched, coordinated and budgeted (1) year of travel, touring, expenses

Account Manager

• Apr 2018 - Jan 2019

• Liaison for entire Kansas City customer base • Led quarterly business reviews for top customer in the Kansas City base • Identified major issues for “at risk customers” and implemented timely remediation plans • Collaborated with internal staff to create & deliver customized solution proposals for renewals & upsells • Led customer discovery calls to identify customers’ growing infrastructure needs • Worked with Legal & Finance teams to determine contract obligations and renewal approaches for existing customer base leading to new account approach system

Operations

• Dec 2014 - Apr 2018

• Head of customer support for approximately 200 customers • Created software training manuals; responsible for maintaining company Wiki, FAQs, new hire documentation • Lead software trainer • Led cross-functional team collaboration for onboarding of new accounts • Worked with clients to understand their workflow to create a better integration with our software • Supported sales efforts including customer outreach and product education • Head of customer support for approximately 200 customers • Created software training manuals; responsible for maintaining company Wiki, FAQs, new hire documentation • Lead software trainer • Led cross-functional team collaboration for onboarding of new accounts • Worked with clients to understand their workflow to create a better integration with our software • Supported sales efforts including customer outreach and product education

Assistant Operations Manager and Business Development Representative

• Jul 2012 - Dec 2014

• Assisted operations director in creating and managing annual budget of $500,000 • Performed cost analysis and forecasting for new product line • Researched foreign markets for potential international expansion • Obtained new sales as well as maintained relationships with current customers • Created process mapping for all job positions & functions within the company; trained all employees on new processes • Assisted operations director in creating and managing annual budget of $500,000 • Performed cost analysis and forecasting for new product line • Researched foreign markets for potential international expansion • Obtained new sales as well as maintained relationships with current customers • Created process mapping for all job positions & functions within the company; trained all employees on new processes

Management Student

• Aug 2008 - Feb 2012

Management Trainee

• Jun 2011 - Aug 2011

• Assessed needs of customers and provided appropriate protection packages • Responsible for customer relations through the entire car rental process • Managed walk-in clientele and customers on the phone simultaneously • Trained and mentored new employee • Enterprise Elite to Eat Sales Award (Top 10 in sales for state of Arizona) • Assessed needs of customers and provided appropriate protection packages • Responsible for customer relations through the entire car rental process • Managed walk-in clientele and customers on the phone simultaneously • Trained and mentored new employee • Enterprise Elite to Eat Sales Award (Top 10 in sales for state of Arizona)

Operations Manager

• Sep 2010 - Dec 2010

• Organized and coordinated a team of 14 students to manage the fair events • Directed over 10 medical staff members, 35 volunteers and 200 refugees to ensure all refugees receive appropriate care • Provided event hosts with analysis of the fair for improvement of future fair operations • Organized and coordinated a team of 14 students to manage the fair events • Directed over 10 medical staff members, 35 volunteers and 200 refugees to ensure all refugees receive appropriate care • Provided event hosts with analysis of the fair for improvement of future fair operations

Intern

• Jun 2010 - Aug 2010

-Prepared documents for SEC audit -Collaborated with a team to organize and transfer customer accounts for company merger -Assisted stockbrokers in research and stock analysis -Prepared documents for SEC audit -Collaborated with a team to organize and transfer customer accounts for company merger -Assisted stockbrokers in research and stock analysis

Camp Counselor

• Jun 2009 - Aug 2009

• Supervised ten children ages 8 and 9 for thirty five hours a week • Created innovative games each week during “Game Day” • In charge of monitoring campers’ safety during daily activities and weekly field trips • Supervised ten children ages 8 and 9 for thirty five hours a week • Created innovative games each week during “Game Day” • In charge of monitoring campers’ safety during daily activities and weekly field trips