Principal Consultant

• Oct 2023 - Present

Enterprise Customer Success Manager

• Sep 2021 - Aug 2023

Enterprise CSM Team Manager

• Jul 2021 - Sep 2021

Enterprise CSM Team Lead

• Jan 2021 - Jun 2021

Lead the Enterprise CSM Team to up level overall experience for customers and focus on professional growth and being customer-facing leaders. • Manage team of 8 CSMs with a focus on gross, net, and account balance spend. • Increased gross retention for ENT customers by 10% over 6 months. • Worked with the data operations team to build Tableau reports to prepare the team for data-driven conversations.• Focused on cross-functional processes and communication to help improve product, support, and warehouse logistics. Show less

Enterprise Customer Success Manager

• Apr 2020 - Jan 2021

Manage the health, adoption, and growth of 27 Enterprise accounts. Serves as the marketing and direct mail expert providing guidance to optimize results. • Net Retention Performance: -Q320: 127% -Q420: 133% -Q121: 123% • Partner with key stakeholders to drive data-based results for demand generation, sales velocity, and virtual events. • Use data insights to track adoption, engagement, and results to improve customers’ success. Utilize the data to paint a picture and challenge the customer to optimize their Sendoso usage. • Advocate for the customers to drive process improvement internally within multiple departments. • Participate in the Diversity and Inclusion Workgroup to hold the company and industry accountable for change and improvement.• Promoted to Enterprise team within 3 months to focus on large accounts and international expansion. Show less

Customer Success Manager

• Feb 2020 - Apr 2020

Project Manager

• Jan 2017 - Aug 2019

Project Manager for the implementation of Epic’s scheduling and registration software suites. Managed teams of technical analysts and operational representatives while also engaging executive management to ensure staffing levels were maintained and projects were completed on-schedule and within budget. • Implemented as an Application Manager on a 5-year, 105 hospital, 3500 clinic install. Managed a team of 25 analysts using Agile PM methodology to create a flexible plan with deadlines and goals. • Coordinated yearly Experts Group Meeting for the Patient Access division with over 500 attendees. • Led two international installs in Dubai, UAE and Edmonton, Canada. Show less

Social Media Manager

• Jun 2015 - Aug 2016

Planned digital communication strategy and managed media platforms including Facebook, Instagram, TripAdvisor, and Hostelworld. • Increased Instagram followers by 15% within 3 months. • Trained all new hires and led team meetings in a fast-paced, interactive, and multi-cultural environment. • Organized all hostel activities and managed team members throughout events. Planned digital communication strategy and managed media platforms including Facebook, Instagram, TripAdvisor, and Hostelworld. • Increased Instagram followers by 15% within 3 months. • Trained all new hires and led team meetings in a fast-paced, interactive, and multi-cultural environment. • Organized all hostel activities and managed team members throughout events.