Senior Customer Success Manager- Strategic Accounts

• Feb 2023 - Present

Managing our strategic accounts for our Alchemer mobile and web products (previously Apptentive) Managing our strategic accounts for our Alchemer mobile and web products (previously Apptentive)

Customer Success Manager- Enterprise

• May 2022 - Feb 2023

Promoted to managing our higher spend/ enterprise customer base:• Manage around $3mill in total current ARR• Moved away from fielding customer support, to a much more strategic and proactive outreach role• Responsible for identifying growth opportunities, good candidates for wide feature adoption & customer success stories• Ensuring customers achieve their desired business outcomes• Learned the ability to move away from simply being a 3rd-party vendor, to being seen as a trusted and strategic partner for our customers• Responsible for onboarding customers and troubleshooting any technical queries• Skilled at presenting strategic business reviews and planning sessions- to showcase value created as well as ways to optimize moving forward (both in- person and remote)• Adept in data reporting and ensuring our customers get the data that they need• Helping product prioritize our product roadmap by ensuring my customers' issues/ requests are being prioritized appropriately • Skilled in identifying and developing key relationships- management to C-suite- across multiple departments, including marketing, product, engineering, digital and research, etc. • Experience creating extensive outreach campaigns to achieve retention, engagement and churn prevention• Meets or exceeds KPIs/ Quota every quarter Show less

Customer Success Manager- Mid Market

• Mar 2021 - Apr 2022

Promoted to Customer Success after being in sales for nearly a year. I was tasked to manage our small to mid-market customer base who were previously unmanaged:• Managed close to 100 accounts, teaching me the ability to prioritize and time-manage• Tasked with fielding all customer support related queries• Responsible for proactive outreach to customers, based on growth potential, spend and strategic partnership opportunities, etc.• Responsible for onboarding customers, and ensuring successful SDK integration- the go- to- person for all things ranging from technical troubleshooting to ensuring customers achieve their business objectives through Apptentive• Presented multiple strategic planning sessions, in depth training and executive business reviews, showcasing ROI and opportunities moving forward• Cross- departmental collaboration- worked closely with engineering, product, sales and marketing to ensure customers success, from the sales stage right throughout the lifetime of the customer• Met or exceeded KPIs/ quota every quarter• Took initiative in re-creating my KPIs, to ultimately provide more value to the customer- which leadership approved and found success Show less

Sales Development Representative

• Apr 2020 - Feb 2021

-Demonstrable track record of meeting and exceeding monthly quota-Demonstrable track record of being coachable and having an eagerness to try, to fail and to try again- always asking for feedback on how to grow and improve-Getting up to speed with the technical aspects of our product and learning how to effectively communicate our value proposition -Learning how to think on my feet and to handle objections and questions often on the fly-Using multiple tools, including Salesforce, Outreach and various other prospecting tools and ensuring prompt and thorough data recording so the team has up-to-date documentation-Researching- persona pain points, industry insights and competitive analysis -Developing consultative selling and communicative skills by learning how to listen and ask the right questions, uncovering the prospects’ underlying problems-Proactively managing own schedule, pipeline and campaigns in order to meet milestones, objectives and personal professional goals-Successfully building relationships- both with prospects and my team- developing the ability to interact with and support multiple members across the different teams -Learning and experiencing the full cycle of a mobile first company within the SaaS industry- from prospecting, to sales, to customer success to upselling & cross-selling, to product development and engineering-Developing and executing strong prospecting plans and having a high success rate with securing meetings from cold calls given my natural ability to relate with people Show less

Online Coaching Practice

• Jul 2019 - Apr 2020

Whilst waiting for my work permit and settling in the US, I dove into my passion project- setting up an online coaching practice, helping women who struggle with their relationship to food and their weight to reach their ideal weight without having to diet or restrict. I quickly realized that the coaching itself is only a fraction of what the business entails. Marketing plays an even greater role since I had to first find my ideal client and then learn how to sell to them. During this process of trial and error, as well as many courses in online marketing, I have learned a great deal. In particular, how to: • Set up and run a website and email marketing campaigns; • Identify an ideal client and craft copy that describes their problem and their desired outcome, using their language; • Craft buyer personas based on the ideal client; • Attract the ideal client; • Nurture relationships with clients once they have entered your world, mostly using email marketing and providing great content upfront; and • Sell to them once they know, like and trust you. Show less

Online English Teacher- TEFL accredited

• Apr 2019 - Jan 2020

Executive Assistant / Marketing Coordinator

• May 2017 - Dec 2018

● general administrative support to all teams, including marketing and sales; ● scheduling and arranging meetings; ● proofreading and editing lease agreements and negotiating with various landlords; ● negotiating and dealing with franchisees; ● editing and drafting contracts; ● creating the social media content, website content and managing the accounts; and ● assisting with business development for a stand-alone store. ● negotiated with suppliers and with various brand ambassadors; ● secured sponsorship for products that aligned with our brand; ● was also involved in the opening of a new concept store and became the go-to person for negotiating with suppliers and securing sponsorship; ● set up and created all social media content and content for the website; ● grew our consumer awareness and following on Instagram to 1200 followers; ● worked with the social media team and the marketing director to develop the brand identity and helped to create our marketing plan; ● worked with sales operations and the product development team to identify certain products that we needed to push for sales; ● helped set-up and facilitate various marketing activations; and ● assisted in monitoring and evaluation of sales data and customer engagement, in order to ensure that we were serving our customers as best as we could and see where we could improve. Show less

Candidate Attorney (Qualified Lawyer- South Africa)

• Jan 2015 - Jan 2017

I relocated to Johannesburg after I completed my legal degree at UCT to serve my articles at Baker McKenzie (“BM”), a prestigious placement as BM is the largest legal firm in the world. I worked in the ‘Litigation’, ‘Mergers & Acquisition’ and ‘Banking & Finance’ departments and gained the following experience: Litigation: ● Drafting various application papers for court ● Briefing and consulting with counsel (advocates) ● Pro Bono work involving child welfare and unemployment in South Africa and creating content for the London office’s publication regarding the same ● Researching legal issues and drafting opinions spanning various industries including mining and construction and banking and finance Mergers & Acquisitions: ● Strategic drafting and client service ● Communication and people skills ● Time-management and how to prioritize multiple projects ● How to negotiate effectively ● Problem-solving and taking responsibility for my matters ● Researching, editing and reviewing content for marketing and business development presentations Banking & Finance: ● How to be detail-oriented whilst taking a macro view of a project in order to understand how all the pieces of the puzzle fit together ● Debating and collaboration ● Negotiation sit-ins and contributions. During my articles, I had plenty of experience proofreading, editing, and writing. I learned quickly how to shift from academic writing (taught at University) to writing in a business context. I also learned how to collaborate with many team members (in house and external), and how-to problem solve. Show less