Experience

eMaint

• United States
• Software Development
• 1 - 100 Employee

• Director of Customer Success

  • Jan 2017 - Present

  Bonita Springs FL • Execute strategic customer initiatives, partnering closely with our clients’ C-level project sponsors by driving customer success outcomes by; increasing renewal rates and reduce churn, expanding revenue through cross-sell and up-sell, driving new business growth through greater advocacy and reference-ability, and influencing future lifetime value through higher product adoption, customer satisfaction, and overall health scores • Support the Onboarding efforts of new customers by working… Show more • Execute strategic customer initiatives, partnering closely with our clients’ C-level project sponsors by driving customer success outcomes by; increasing renewal rates and reduce churn, expanding revenue through cross-sell and up-sell, driving new business growth through greater advocacy and reference-ability, and influencing future lifetime value through higher product adoption, customer satisfaction, and overall health scores • Support the Onboarding efforts of new customers by working closely with cross-functional teams to deliver technical configuration and detailed design deliverables • Solve business issues by strategically planning and defining success criteria, manage customer expectations and manage the delivery of value to customers • Hire, mentor, and lead customer success team • Promote EBR/QBR customer communication to ensure higher NPS • Coordinate and collaborate with cross-functional teams including product management, product development, sales, marketing, business development and executive leadership

• Customer Success Manager

  • Jan 2015 - Jan 2017

  Estero, FL • Empowered our customers to expand their usage of eMaint, including developing and sharing best practices to drive adoption and ROI for customers through the use of eMaint products and services. • Developed and maintained deep expertise of eMaint products and best practices to provide value to customers. • Nurtured close relationships throughout customer organizations through proactive communication. • Developed and executed customer success plans, and tracking and reporting on key… Show more • Empowered our customers to expand their usage of eMaint, including developing and sharing best practices to drive adoption and ROI for customers through the use of eMaint products and services. • Developed and maintained deep expertise of eMaint products and best practices to provide value to customers. • Nurtured close relationships throughout customer organizations through proactive communication. • Developed and executed customer success plans, and tracking and reporting on key metrics for customer adoption and success. • Documented findings from customer interactions and communicating them to various teams inside eMaint. Advocates internally for customer needs within eMaint with the authority to provide leadership in process changes to make our customers more successful. • Promoted an environment with high customer intimacy, sensitivity to business performance, and a high degree of situational awareness for all accounts. • Took full ownership of customer satisfaction for those customers identified as needing Customer Success intervention and working through all issues. • Ensured high customer satisfaction by surveying customers and making adjustments to increase customer satisfaction based on their feedback. • Ensured that eMaint customers are more than satisfied by creating a community of "Raving Fans".

• Customer Support Specialist

  • Jul 2014 - Jan 2015

  Estero, FL • Provided support for eMaint software applications to end users in a Microsoft and Web-based environment. • Answered incoming eMaint software support phone calls, email and chat communications. • Found and communicated accurate solutions to issues reported by end users while using eMaint products through analytical talent and strong troubleshooting abilities. • Worked in a strong team environment to provide unparalleled support to customers in a wide variety of… Show more • Provided support for eMaint software applications to end users in a Microsoft and Web-based environment. • Answered incoming eMaint software support phone calls, email and chat communications. • Found and communicated accurate solutions to issues reported by end users while using eMaint products through analytical talent and strong troubleshooting abilities. • Worked in a strong team environment to provide unparalleled support to customers in a wide variety of industries. • Multi-tasked during calls to research technical issues while communicating with the customer and clearly and concisely documenting the issue. • Demonstrated a desire to help other people with specific technical issues and be able to understand the support process from the customer point of view. • Contributed to growth of eMaint knowledge base by creating product documentation addendums. • Delivered web-based training courses on basic eMaint system functionality to end users. • Assisted in updating training course materials and website training content. • Actively participated in software product testing process to ensure new versions of software are ready to release.



TCF Bank

• Banking
• 700 & Above Employee

• Relationship Lender

  • May 2012 - Jan 2014

  Minneapolis • Communicated effectively with one of TCF’s largest broker companies. • Analyzed and assessed the qualifying abilities and risk potential of customers. • Worked in fast paced environment to meet imperative deadlines. • Provided monthly reporting estimates of pipeline management. • Anticipated pricing trends in housing market. • Originated over 300 loans for 2013 calendar year. • Participated in the origination, processing, and underwriting process of loans… Show more • Communicated effectively with one of TCF’s largest broker companies. • Analyzed and assessed the qualifying abilities and risk potential of customers. • Worked in fast paced environment to meet imperative deadlines. • Provided monthly reporting estimates of pipeline management. • Anticipated pricing trends in housing market. • Originated over 300 loans for 2013 calendar year. • Participated in the origination, processing, and underwriting process of loans. • Ensured that credit quality and compliance issues were maintained per TCF policy.

• Loan Officer

  • Jul 2010 - May 2012

  Minneapolis • Prospected for clients via cold calling, walk-ins, and referral sources. • Took loan applications, ran credit checks, and closed the loans. • Managed branch loan portfolio and upsold current clients.