Customer Success Associate

• Oct 2022 - Present

Customer Success Manager

• Feb 2020 - Oct 2022

Proactively initiates and manages the onboarding of new clients, including setting up the account, programs offered, and setting up user access to the platform.Maintains accurate and timely implementation recordsConducts meetings with assigned accounts to review expectations and to create a written implementation plan with milestones and deliverablesProvide guidance and advice to onboarding customers about how best to utilize the features and education included in their purchased solutionsDrive high levels of customer success, exhibiting complete ownership over assigned customer accounts and engagementsServe as the first point of contact for client and partner concernsMeasure, manage, and improve customer experience, engagement, and value realizationExecute quarterly business reviews with each client assignedPerforms informal check-ins with clients to ensure that the clients needs are met and potential roadblocks are identified and addressedCommunicate consultatively about potential solutions to address customers usage concerns and compliance challengesEngage appropriate team members from cross functional groups such as Sales, Marketing, Product and Support to help address underlying causes of churn and dissatisfactionTo love and be successful in this job, you will need to possess the below competencies, skills and education.Action oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasmCommunicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiencesOptimizes work processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvementPlans and aligns: Planning and prioritizing work to meet commitments aligned with organizational goals

Partner Success Manager

• Jun 2018 - Mar 2022

I currently work with our Partner Schools Administrators. I enroll their students in our courses, i assist in reporting, Revenue Share, and Invoicing for each partner. I set up accounts in Salesforce and our current LMS and make sure we have all the information needed to support their partnership. I enjoy getting to know our new admins when we sign new schools. Building a relationship of trust is key! I am here to serve them and their needs.

Operations Advisor/ Corporate Partner

• Nov 2015 - Mar 2022

Administrative Assistant in Monitoring

• Jun 2014 - Nov 2015

I receive invoices from city Guard's and Police Department's that we dispatch in, and place them into a spreadsheet for our records, bill each customer for the dispatch fee, and attach the invoice their account.

Monitoring Representitive

• May 2012 - May 2014

I work in the monitoring department handling false and actual alarms. I speak with customers and dispatchers when when handling these alarms. The customers safety is our number one priority and we follow protocol to ensure they feel safe with our company.

Associate in Sales

• May 2005 - May 2012