Customer Success Manager II

• Jun 2023 - Present

Independent Consultant

• Jan 2023 - Jun 2023

Create business growth strategies and operational improvements for independently owned hospitality and childcare facility in its first year of operation including but not limited to social media execution, event programming, vendor relations, menu planning and staff training. Create business growth strategies and operational improvements for independently owned hospitality and childcare facility in its first year of operation including but not limited to social media execution, event programming, vendor relations, menu planning and staff training.

Senior Enterprise Customer Success Manager

• Jun 2022 - Jan 2023

Partner with sales to ensure client adoption and proactive strategies for top 7 accounts at the organization. Monitor campaign success ensuring proper job counts, bids and full budget utilization month over month. Identify upsell opportunities for sales and implement new campaigns. Accomplishments 2022 Q3 & Q4 100% to Quota Leadership Board- QUIZ (Queers Uniting Individuals @ Ziprecruiter) Partner with sales to ensure client adoption and proactive strategies for top 7 accounts at the organization. Monitor campaign success ensuring proper job counts, bids and full budget utilization month over month. Identify upsell opportunities for sales and implement new campaigns. Accomplishments 2022 Q3 & Q4 100% to Quota Leadership Board- QUIZ (Queers Uniting Individuals @ Ziprecruiter)

Customer Success Manager

• Sep 2021 - Apr 2022

Act as a proactive strategy partner for 60+ accounts in the MM/SMB space totalling 2+ Million ARR. Accomplishments 2021: Trainer - Creating Strategic Success Plans 2021: Values Champion Nominee - “We Care” Act as a proactive strategy partner for 60+ accounts in the MM/SMB space totalling 2+ Million ARR. Accomplishments 2021: Trainer - Creating Strategic Success Plans 2021: Values Champion Nominee - “We Care”

Enterprise Customer Success Manager

• Apr 2021 - Sep 2021

Act as a Technical Account Manager and Project Manager for SR’s clients who spend 500K and above Accomplishments 2021: Featured speaker SR ClubHaus; University Recruiting, DEI 2021: Founding Member: SmarterPride, SmarterInclusion Act as a Technical Account Manager and Project Manager for SR’s clients who spend 500K and above Accomplishments 2021: Featured speaker SR ClubHaus; University Recruiting, DEI 2021: Founding Member: SmarterPride, SmarterInclusion

Customer Success Director

• Jun 2020 - Mar 2021

Perform all of the duties of a Senior Customer Success Manager for global clients across NA, EMEA, APAC, LMAT • Manage 15+ Strategic Accounts totaling 3.5 million ARR • Maintain Relationships with Global Directors of Talent Acquisition and CSuite • Ensure 90% Logo Retention To Maintain KPI • Mentor CSM/Senior CSMs Through Training, Onboarding and Supporting Their Calls • Participate In Roundtable Quarterly Reviews For CSM/CSD Accomplishments  2020: Revamped CSM/CSD… Show more Perform all of the duties of a Senior Customer Success Manager for global clients across NA, EMEA, APAC, LMAT • Manage 15+ Strategic Accounts totaling 3.5 million ARR • Maintain Relationships with Global Directors of Talent Acquisition and CSuite • Ensure 90% Logo Retention To Maintain KPI • Mentor CSM/Senior CSMs Through Training, Onboarding and Supporting Their Calls • Participate In Roundtable Quarterly Reviews For CSM/CSD Accomplishments  2020: Revamped CSM/CSD OnBoarding Program  2020: Co-Founder, Yello’s Diversity, Equity and Inclusion Council  2020: Featured Presenter and Content Creator: ‘Best Practices & Tips for Recruiting Virtually with Yello”  2020: Closed $1.2 Million in Renewal ARR  2020: Closed $170K in Upsell ARR Through Partnership With Sales

Senior Customer Success Manager

• Sep 2018 - Jun 2020

Perform all of the duties of a Senior Client Success Consultant as well as serving as central liaison to all client touchpoints including Executive Sponsor relationships and contract renewals • Manage 20+ Enterprise and Strategic Accounts totaling 2.5 million ARR • Identify and build relationships with Executive Sponsors • Facilitate partnerships with CEO/VP and Executive Sponsors • Work with internal/external legal and procurement teams to deliver and close renewals in a timely… Show more Perform all of the duties of a Senior Client Success Consultant as well as serving as central liaison to all client touchpoints including Executive Sponsor relationships and contract renewals • Manage 20+ Enterprise and Strategic Accounts totaling 2.5 million ARR • Identify and build relationships with Executive Sponsors • Facilitate partnerships with CEO/VP and Executive Sponsors • Work with internal/external legal and procurement teams to deliver and close renewals in a timely fashion • Partner with sales to close renewals with expansion opportunities • Assume responsibility of Yello’s first and longest client Johnson and Johnson, including logistical support around onsite events. Accomplishments  2019: 90% renewal rate  2019: Identified 20K in upsells for sales  2019: “Living Our Values” Award Winner- “Be Authentic”: Peer nominated and reviewed monthly award celebrating one employee in the entire company each month who embodies one of Yello’s core values.

Senior Client Success Consultant

• May 2018 - Aug 2018

Heavy focus on technical knowledge while partnering with sales, leadership and product teams to ensure client success and continued commitment to their Yello Partnership Managed 58 Middle Market Accounts • Ensure client sees value in the product through training, ‘best practice’ strategy sessions, regular success touchpoints and annual business reviews • Advocate for the client to product teams to ensure Yello’s platform is evolving with the needs of the client/industry • Review… Show more Heavy focus on technical knowledge while partnering with sales, leadership and product teams to ensure client success and continued commitment to their Yello Partnership Managed 58 Middle Market Accounts • Ensure client sees value in the product through training, ‘best practice’ strategy sessions, regular success touchpoints and annual business reviews • Advocate for the client to product teams to ensure Yello’s platform is evolving with the needs of the client/industry • Review bug/support ticket concerns with internal leadership to ensure client needs are being met in a timely fashion • Assist in implementing upsell/add on products to ensure client sees value from their investment as soon as possible • Inform client of all new feature improvements and how to utilize them to meet their success goals Accomplishments  2018- Contributed to reaching 88% of goal for Company Operations Bonus General Accomplishments  2018- Founder YelloPride: Yello’s first LGBTQIA+ Employee Resource Group  2019- Cofounder YelloTogether: Yello’s collective of Employee Resource Groups including: YelloCares (Charity Focus), WomenAtYello (Gender Focus), YelloBrigade (Military Focus), Green Committee (Environmental Consciousness Focus) and YelloPride (LGBTQIA+ Focus)  2019- Featured Webinar Speaker: “Employee Resource Groups Are The Future: Don’t Get Left Behind.”

Customer Success Manager- SaaS

• Jul 2016 - May 2018

➢ Manage 4-6 million in existing software business ➢ Partner with sales, leaders and sales engineers across four verticals and multiple industries to strategize and execute upsell/cross sell/ early renewals ➢ Create specialized strategies for “At Risk” accounts to ensure renewal ➢ Responsible for finalizing implementation including but not limited to: training, roll- out and adoption. ➢ Partner with key stake holders to create metric based strategies to achieve their goals ➢… Show more ➢ Manage 4-6 million in existing software business ➢ Partner with sales, leaders and sales engineers across four verticals and multiple industries to strategize and execute upsell/cross sell/ early renewals ➢ Create specialized strategies for “At Risk” accounts to ensure renewal ➢ Responsible for finalizing implementation including but not limited to: training, roll- out and adoption. ➢ Partner with key stake holders to create metric based strategies to achieve their goals ➢ Present regurlarly cadenced business reviews ➢ Spearheaded new process for KPI’s on medium revenue accounts ➢ Created internal/external documentation for best practices and usage of products and systems

Sales Support Administrator

• Feb 2016 - Jun 2016

➢ Support a group of 10 National Sales reps and 35+ Enterprise level accounts ➢ Create custom reporting on product performance, usage and adoption ➢ Organize and execute client events including but not limited to booking speakers, event spaces, ordering catering and day of coordination ➢ Main point of contact for general maintenance and upkeep of a satellite office

Hiring Solutions Specialist

• Jan 2015 - Jan 2016

➢ Maintain or exceed 59K in monthly revenue (New Business) ➢ Convert calls to sales (“One Call Close”) ➢ Answer all incoming calls and direct appropriately ➢ Spearheaded initiative to “quick close” deals in reps names for ‘dark’ accounts

Inside Sales Representative

• Jul 2014 - Jan 2015

➢ Maintain or exceed quarterly quotas ➢ Cold called key decision makers to set appointments ➢ Became an expert in all CareerBuilder products included SaaS and Talent Acquisition products ➢ Leveraged strategic thinking to create and deliver complex, customized solutions that provide value to clients’ bottom line ­ Met or exceeded quota requirements 4 of 6 months. ­ Handle all customer service concerns as well as sales issues

Lead Care Advisor

• Jun 2013 - Jul 2014

Lead Care Advisor (June 2013 – July 2014) ➢ Maintain an incoming “calls to sales made” (conversion) rate of 18% ➢ Provide up to the minute information on STI’s and local testing options ➢ Guide patients to testing packages that are deemed most appropriate to their circumstances ➢ Research and respond to patient feedback via WuFoo surveys ➢ Partnered closely with production team to implement new training materials Accomplishments ➢ 2014 Certified in Sexual Health… Show more Lead Care Advisor (June 2013 – July 2014) ➢ Maintain an incoming “calls to sales made” (conversion) rate of 18% ➢ Provide up to the minute information on STI’s and local testing options ➢ Guide patients to testing packages that are deemed most appropriate to their circumstances ➢ Research and respond to patient feedback via WuFoo surveys ➢ Partnered closely with production team to implement new training materials Accomplishments ➢ 2014 Certified in Sexual Health Education by the California STD/HIV Prevention Training Center ➢ 2014 Certified in Crisis Manangement through First Aid USA ➢ Frequent “Closer of the Week” Show less Lead Care Advisor (June 2013 – July 2014) ➢ Maintain an incoming “calls to sales made” (conversion) rate of 18% ➢ Provide up to the minute information on STI’s and local testing options ➢ Guide patients to testing packages that are deemed most appropriate to their circumstances ➢ Research and respond to patient feedback via WuFoo surveys ➢ Partnered closely with production team to implement new training materials Accomplishments ➢ 2014 Certified in Sexual Health… Show more Lead Care Advisor (June 2013 – July 2014) ➢ Maintain an incoming “calls to sales made” (conversion) rate of 18% ➢ Provide up to the minute information on STI’s and local testing options ➢ Guide patients to testing packages that are deemed most appropriate to their circumstances ➢ Research and respond to patient feedback via WuFoo surveys ➢ Partnered closely with production team to implement new training materials Accomplishments ➢ 2014 Certified in Sexual Health Education by the California STD/HIV Prevention Training Center ➢ 2014 Certified in Crisis Manangement through First Aid USA ➢ Frequent “Closer of the Week” Show less

Lead Bartender

• Oct 2012 - Jun 2013

Provided the highest quality of customer service to the hotel’s diverse clientele while working alone in a serving area with 75 seats, plus standing room. Completed all bar prep tasks for the entire business day, including, but not limited to, cutting fruit, rolling silverware, reorganizing storage coolers, deep cleaning projects, and stocking all needed supplies and ‘back ups.’ Served as liaison between a.m. and p.m. management to communicate needs of the day. ­ Received and organized… Show more Provided the highest quality of customer service to the hotel’s diverse clientele while working alone in a serving area with 75 seats, plus standing room. Completed all bar prep tasks for the entire business day, including, but not limited to, cutting fruit, rolling silverware, reorganizing storage coolers, deep cleaning projects, and stocking all needed supplies and ‘back ups.’ Served as liaison between a.m. and p.m. management to communicate needs of the day. ­ Received and organized all liquor, beer and wine orders ­ Designed signature cocktails for banquet department events ­ Trained new staff members ­ Experienced in Micros Point of Sale system Show less Provided the highest quality of customer service to the hotel’s diverse clientele while working alone in a serving area with 75 seats, plus standing room. Completed all bar prep tasks for the entire business day, including, but not limited to, cutting fruit, rolling silverware, reorganizing storage coolers, deep cleaning projects, and stocking all needed supplies and ‘back ups.’ Served as liaison between a.m. and p.m. management to communicate needs of the day. ­ Received and organized… Show more Provided the highest quality of customer service to the hotel’s diverse clientele while working alone in a serving area with 75 seats, plus standing room. Completed all bar prep tasks for the entire business day, including, but not limited to, cutting fruit, rolling silverware, reorganizing storage coolers, deep cleaning projects, and stocking all needed supplies and ‘back ups.’ Served as liaison between a.m. and p.m. management to communicate needs of the day. ­ Received and organized all liquor, beer and wine orders ­ Designed signature cocktails for banquet department events ­ Trained new staff members ­ Experienced in Micros Point of Sale system Show less

Food and Beverage Manager

• May 2012 - Oct 2012

Handled all day-to-day operations of a boutique hotel’s food service needs, which included banquet events, daily breakfast buffet, bistro-style coffee bar, “Grab and Go” lunch station, sundry closet, and full service bar with a dinner menu. ­ Organized and executed all room change-overs for in house events/meetings ­ Worked closely with Banquet Manager to order proper linen/supplies/food items for each week’s events ­ Created monthly beer/wine feature specials by working with… Show more Handled all day-to-day operations of a boutique hotel’s food service needs, which included banquet events, daily breakfast buffet, bistro-style coffee bar, “Grab and Go” lunch station, sundry closet, and full service bar with a dinner menu. ­ Organized and executed all room change-overs for in house events/meetings ­ Worked closely with Banquet Manager to order proper linen/supplies/food items for each week’s events ­ Created monthly beer/wine feature specials by working with local liquor representatives and distributors ­ Successfully completed Choice Hotel online training courses for Food and Beverage Manager certification ­ Experiences in Aloha Point of Sale system Show less Handled all day-to-day operations of a boutique hotel’s food service needs, which included banquet events, daily breakfast buffet, bistro-style coffee bar, “Grab and Go” lunch station, sundry closet, and full service bar with a dinner menu. ­ Organized and executed all room change-overs for in house events/meetings ­ Worked closely with Banquet Manager to order proper linen/supplies/food items for each week’s events ­ Created monthly beer/wine feature specials by working with… Show more Handled all day-to-day operations of a boutique hotel’s food service needs, which included banquet events, daily breakfast buffet, bistro-style coffee bar, “Grab and Go” lunch station, sundry closet, and full service bar with a dinner menu. ­ Organized and executed all room change-overs for in house events/meetings ­ Worked closely with Banquet Manager to order proper linen/supplies/food items for each week’s events ­ Created monthly beer/wine feature specials by working with local liquor representatives and distributors ­ Successfully completed Choice Hotel online training courses for Food and Beverage Manager certification ­ Experiences in Aloha Point of Sale system Show less

FOH Manager

• 2010 - 2012

Handled day-to-day PM operations of a high volume, two-level, two kitchen restaurant/bar with average weekly sales of $100,000+, including, but not limited to scheduling, P&L/DSR Spreadsheet maintenance, Posi-touch reporting, and daily cash closing procedures. ­ Led all employee orientations for both Main St. and Woodruff Rd. locations ­ Organized, monitored, and approved all new hires through the training process ­ Staffed and ran large party events and charity… Show more Handled day-to-day PM operations of a high volume, two-level, two kitchen restaurant/bar with average weekly sales of $100,000+, including, but not limited to scheduling, P&L/DSR Spreadsheet maintenance, Posi-touch reporting, and daily cash closing procedures. ­ Led all employee orientations for both Main St. and Woodruff Rd. locations ­ Organized, monitored, and approved all new hires through the training process ­ Staffed and ran large party events and charity fundraisers ­ Experienced in Posi-touch Point of Sale system Show less Handled day-to-day PM operations of a high volume, two-level, two kitchen restaurant/bar with average weekly sales of $100,000+, including, but not limited to scheduling, P&L/DSR Spreadsheet maintenance, Posi-touch reporting, and daily cash closing procedures. ­ Led all employee orientations for both Main St. and Woodruff Rd. locations ­ Organized, monitored, and approved all new hires through the training process ­ Staffed and ran large party events and charity… Show more Handled day-to-day PM operations of a high volume, two-level, two kitchen restaurant/bar with average weekly sales of $100,000+, including, but not limited to scheduling, P&L/DSR Spreadsheet maintenance, Posi-touch reporting, and daily cash closing procedures. ­ Led all employee orientations for both Main St. and Woodruff Rd. locations ­ Organized, monitored, and approved all new hires through the training process ­ Staffed and ran large party events and charity fundraisers ­ Experienced in Posi-touch Point of Sale system Show less

Operations Manager

• May 2009 - Aug 2010

Handled all day to day operations for a $25,000+ a week, high volume ,start-up business, including, but not limited to, scheduling, Micros reporting and management, inventory control, liqour and supply ordering, and training of new staff ­Organized, staffed, executed, and managed all major street events related to the bar’s neighborhood (Pride, PrideFest, Market Days and seasonal bar crawls) ­Executed social media networking via Facebook, FourSquare, and Twitter ­Distributed any… Show more Handled all day to day operations for a $25,000+ a week, high volume ,start-up business, including, but not limited to, scheduling, Micros reporting and management, inventory control, liqour and supply ordering, and training of new staff ­Organized, staffed, executed, and managed all major street events related to the bar’s neighborhood (Pride, PrideFest, Market Days and seasonal bar crawls) ­Executed social media networking via Facebook, FourSquare, and Twitter ­Distributed any and all public relations information (updating specials with Metromix, giving interviews for Chicago Magazine or Out.com) ­Experienced in Micros Point of Sale system (FOH and BOH functions) Show less Handled all day to day operations for a $25,000+ a week, high volume ,start-up business, including, but not limited to, scheduling, Micros reporting and management, inventory control, liqour and supply ordering, and training of new staff ­Organized, staffed, executed, and managed all major street events related to the bar’s neighborhood (Pride, PrideFest, Market Days and seasonal bar crawls) ­Executed social media networking via Facebook, FourSquare, and Twitter ­Distributed any… Show more Handled all day to day operations for a $25,000+ a week, high volume ,start-up business, including, but not limited to, scheduling, Micros reporting and management, inventory control, liqour and supply ordering, and training of new staff ­Organized, staffed, executed, and managed all major street events related to the bar’s neighborhood (Pride, PrideFest, Market Days and seasonal bar crawls) ­Executed social media networking via Facebook, FourSquare, and Twitter ­Distributed any and all public relations information (updating specials with Metromix, giving interviews for Chicago Magazine or Out.com) ­Experienced in Micros Point of Sale system (FOH and BOH functions) Show less