Experience

Udemy

• United States
• E-Learning Providers
• 700 & Above Employee

• Enterprise Customer Success Manager

  • Aug 2022 - Present



NetApp

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Customer Success Manager

  • Jan 2021 - Aug 2022

  I am passionate about building and maintaining relationships with our Enterprise customers. I ensure that my customers get the best experience possible throughout their journey with us. • Developed healthy customer relationships through building trust and transparency and acting as a customer advocate • Managed and grew customer adoption among our Enterprise accounts • Displayed impeccable customer service skills and demonstrated a strong aptitude for technical software products • Partnered with Sales to understand customer purchase criteria and translated those criteria to successful product adoption • Engaged multiple customer stakeholders to understand business needs and ensured NetApp met those needs • Guided customers through initial activation activities to ensure smooth onboarding • Built and executed customer success plans • Lead customer-facing quarterly business reviews • Identified opportunities to expand the use of the NetApp portfolio in customer accounts • Maintained a regular cadence of customer conversations - captured feedback and advocated • Supported the customer through the renewal process of purchased products Show less



Varonis

• United States
• Software Development
• 700 & Above Employee

• Customer Success Manager

  • Feb 2020 - Jan 2021

  • Managed a portfolio of vital customer accounts to foster long-term business relationships to derive maximum value from customer investment • Increased customer satisfaction through regular on and off-site meetings to understand business needs, build value roadmaps based on those needs, and identify the need for additional products • Understood and articulated the common business use cases and value roadmap for customer’s industry • Acted as an escalation point to drive resolution in a timely, proactive manner • Identified risks to the customer and worked with appropriate teams to build a risk mitigation plan • Monitored customer heath by tracking product usage and customer satisfaction • Acted as a customer advocate, driving cross-functional teams across Development, Product Management, Professional Services, Sales, Marketing and Customer Support • Assisted with the development of educational, marketing, and sales material in support of customer success Show less



Brightly

• United States
• Software Development
• 700 & Above Employee

• Customer Success Manager

  • Oct 2015 - Feb 2020

  As a Customer Success Manager, it is my responsibility to retain customers and prevent churn. My goal is to assist customers to identify and maximize their greatest ROI opportunities. As a trusted advocate, my job is to create strategic partnerships to provide the best support for our clients. • Advocated for customers with a focus on increasing adoption and ensuring retention and satisfaction• Oversaw the entire life-cycle of clients - on-boarding, implementation and training • Established and maintain relationships with customers, both executives and key roles to understand business objectives and goals - create references• Developed plans with customers so that goals are met and value is increased• Executed Executive Business Reviews with customers to identify areas of improvement and to provide insight and guidance into using our solutions • Monitored customer health and use this data to drive adoption, mitigate risk and ensure retention• Collaborated with other departments to gain knowledge about enhancements, services and road-maps• Drove revenue through the expansion of SaaS solutions and services Show less

• Client Advisor

  • Jun 2014 - Oct 2015

  I provided support for K-12 schools as well as public and private colleges and universities.• Provided web and teleconferences to train clients as the subject matter expert• Provided advanced technical support via phone, email and chat• Consulted on best practices and assisted clients in building their solutions• Mentored new employees throughout their onboarding process• Conducted on-site client training to implement various applications• Collaborated with marketing to develop and conduct the Success Series webinar Show less



Franklin Academy Charter School

• United States
• Primary and Secondary Education
• 1 - 100 Employee

• Second Grade Teacher

  • 2006 - 2014

  • National Board Certified Teacher 2011 - 2021 • Lead and managed second grade teacher staff, as well as classroom of 25+ • Produced lesson plans and classroom presentations incorporating technology and multi-media • Analyzed annual curriculum needs – determined materials needed & collaborated with vendors • National Board Certified Teacher 2011 - 2021 • Lead and managed second grade teacher staff, as well as classroom of 25+ • Produced lesson plans and classroom presentations incorporating technology and multi-media • Analyzed annual curriculum needs – determined materials needed & collaborated with vendors