Experience

Just Appraised

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Success Executive

  • Oct 2023 - Present



Singularity University

• United States
• Higher Education
• 100 - 200 Employee

• Senior Strategic Customer Success Manager, Enterprise

  • Jun 2022 - Sep 2023

• Customer Success Manager, Enterprise

  • May 2021 - May 2022

  Own the end-to-end post-sales success of Singularity's enterprise, spanning from onboarding to renewals. Fostered executive relationships and acted as a trusted advisor to gain insight into business objectives and desired outcomes, and crafted tailored success plans and solutions to drive customer goals. Cultivated adoption, expansion, and loyalty through trust and value creation. Tracked KPIs to measure performance and created a cross-functional feedback loop to ensure alignment and unparalleled customer satisfaction. - Developed a playbook and onboarding strategy resulting in the onboarding of 27 enterprise clients and the training of 2,000+ users, exceeding onboarding goals by 35%, and achieving a feedback score of 97%.- Created a customer feedback program on Asana which enabled the team to address needs and enhancements across operations. Results = improved employee engagement + 22% increase in satisfaction.- Earned promotion to Senior Customer Success Manager within first year, attributed to exceeding performance and making impactful contributions to organization-wide initiatives. Show less



Dwell Consulting

• Miami, Florida

• Customer Success & Sales Consultant

  • Feb 2019 - May 2021

  Delivered strategic services to key clients including Airbnb and Oasis Collections, a prominent keynote speaker, an innovative device tech startup, and a leading real estate firm. - Devised and implemented a marketing strategy to enhance the speaker's visibility. Successfully generated leads and sales via digital marketing and social media campaigns, and effective Facebook ad monetization. Fostered industry relationships through targeted outreach, elevating the client's status as a thought leader. - Cultivated executive-level relationships, securing 12 high-value clients within the first month, surpassing quarterly objectives. Collaborated closely with clients to anticipate their requirements, identify growth prospects, and deliver exceptional business value. Tailored customized solutions, resulting in four upsell opportunities in the initial three months. Show less



STR Helper - Now a part of Host Compliance

• United States
• Government Administration
• 1 - 100 Employee

• Strategic Customer Manager & Sales Lead

  • Feb 2018 - Feb 2019

  Appointed by the CEO to oversee the development and management of a portfolio of enterprise-level businesses within the US. Skillfully implemented strategic initiatives to prospect new business, enhance the onboarding process, and increase adoption. Acted as a trusted advisor by actively seeking to understand client’s needs and business objectives, and updating on product roadmap. Identified opportunities to drive growth and incremental value. - Implemented an effective retention strategy resulting in 94% renewals. - Increased customer satisfaction and surpassed upsell targets by 28% by effectively demonstrating value. Show less



Skyscanner

• United Kingdom
• Internet Publishing
• 700 & Above Employee

• Regional Sales and Account Manager

  • Nov 2013 - Sep 2014

  Recruited to help build the hotel supply business within the US. Identified new leads and facilitated the onboarding of a sizable book of business. Harvest customer expertise to develop trust, negotiate terms, and execute contracts. Evaluated KPIs against goals, and provided strategic direction and innovative solutions. - Developed client relationships generating revenue growth that exceeded 42%. Recruited to help build the hotel supply business within the US. Identified new leads and facilitated the onboarding of a sizable book of business. Harvest customer expertise to develop trust, negotiate terms, and execute contracts. Evaluated KPIs against goals, and provided strategic direction and innovative solutions. - Developed client relationships generating revenue growth that exceeded 42%.



Travelzoo

• United States
• Software Development
• 200 - 300 Employee

• Senior Event Marketing Manager

  • Sep 2011 - Oct 2013

• Marketing Manager

  • Oct 2010 - Sep 2011

  Earned promotion to Senior Marketing Manager after implementing a marketing strategy that resulted in a 22% increase in sponsorship sales. Successfully planned and managed company trade events. Negotiated vendor contracts and managed budgeting. Analyzed conversion and reported results of marketing efforts to internal stakeholders. Collaborated cross-functionally to ensure project deliverables and successful execution. - Implemented a strategy that resulted in a 22% increase in sales and a 35% increase in sponsorships.- Grew brand engagement by 30% by effectively delivering value proposition and fostering relationships. Show less



ORBITZ

• United States
• Technology, Information and Internet

• Territory Account Manager

  • Aug 2005 - Oct 2010

  Recruited to build the Caribbean division from the ground up. Acquired and managed a portfolio of 300+ B2B clients. Responsible for launching new markets and driving adoption and success. Led Salesforce implementation and training for the team. Handled negotiations and upselling opportunities. Successfully trained, managed, and led the professional development of a small team of Associates. Monitored and reported on performance. - Generated eight figures in annual sales and secured 350 accounts following new sales and upsell strategy. Increased revenue for the region by more than 65% YOY for three consecutive years. - Grew revenue from $200K to $6M in the first year earning Account Manager of the Year. - Recruited to be Salesforce lead for the team and responsible for training, promoting, and tracking engagement. Show less



Liberty Travel

• United States
• Travel Arrangements
• 500 - 600 Employee

• Market Manager

  • Jul 2002 - Jul 2005

  - Promoted to a managerial position for demonstrating value through building relationships and successfully cultivating and managing highly profitable accounts across multiple markets.- Collaborated cross-functionally to establish sales initiatives and develop marketing proposals, media schedules, and campaigns.- Managed contract negotiations, rate changes, and rate margins.- Independently managed 92 domestic and international accounts.- Achieved 22% average annual revenue growth from 2003-2005 by creating revenue-generating programs and growing customer base.- Cultivated $84K in new business through up-selling opportunities.- Performed ongoing market analysis and evaluation to monitor competition and sales performance.- Developed and executed successful marketing campaigns, CRM initiatives, and sales trend analysis. Show less

• Market Coordinator

  • Jul 2002 - Jul 2003