Customer Success Manager

• Apr 2023 - Present

Helping Title Agents communicate during the closing process to Buyers, Sellers, Real Estate Agents and even Lenders, with Automated Text Messages, Custom Branded Emails, the Pizza Tracker for Title™ and Client-Facing Portal. Helping Title Agents communicate during the closing process to Buyers, Sellers, Real Estate Agents and even Lenders, with Automated Text Messages, Custom Branded Emails, the Pizza Tracker for Title™ and Client-Facing Portal.

Real Estate Agent

• Jan 2023 - Present

Client Success Manager

• Jun 2021 - Nov 2022

-Manage all aspects of client implementation, training, and launch; took over accounts as sole remaining member of team post-acquisition -Manage a book of business of $1,000,000+ -Sole subject matter expert for one product line, responsible for training and demos -Manage all aspects of client implementation, training, and launch; took over accounts as sole remaining member of team post-acquisition -Manage a book of business of $1,000,000+ -Sole subject matter expert for one product line, responsible for training and demos

Director of Operations and Client Services

• Feb 2021 - Jun 2021

-Promoted to backfill for departing COO, establish a proactive (vs. reactive) client success team, and improve retention -Managed 4 direct reports (2 success managers and 2 support representatives) facilitating weekly 1x1s, team meetings, and career development -Created a new SaaS agreement that defined clearer guidelines, a new pricing structure, and critical dependencies-Handled client escalations and led resolution of complex problems in an empathetic manner -Led product team on bug and enhancement evaluation and prioritization-Recognized for supporting company and team vision and values through role modeling and coaching desired behaviors-Managed full cycle of recruitment, including job postings, interviews, and ultimate hiring decisions -Maintained responsibilities listed in GTM and Operations Project Manager role below Show less

GTM and Operations Project Manager

• Sep 2020 - Feb 2021

-Promoted to develop processes for sales, training, onboarding, product, and client success from scratch-Managed ongoing enablement programs for customer-facing roles -Served as right-hand to COO for strategic initiatives and project plans-Identified opportunities to improve each stage of the customer journey -Established company’s first cross-organizational communication and project linkage processes

Onboarding Specialist

• Jul 2020 - Sep 2020

-Built a company-wide project plan detailing critical areas of improvement-Implemented all new clients onto the Unify platform-Created a new onboarding process including presentations, external guides, internal processes, and project tracking software-Developed KPIs for Training, Onboarding, and Client Success-Implemented internal and external surveys to achieve a baseline of knowledge in order to track improvements in both company culture and client retention and satisfaction-Established process for bug and product enhancement requests to streamline workflow, create tracking, and provide visibility to executives Show less

Operations Coordinator

• Nov 2017 - Sep 2019

-Promoted to manage all cross-company projects spanning professional services and engineering-Completed 50+ customized client implementation kickoffs in 6 months, owned up to 15 strategic clients, and stepped in as owner on additional accounts during times of transition or escalation -Turned around failing launch of major feature after departure of lead product manager and director of engineering , greatly reducing cost and TTV-Established best practices between engineering and content operations teams , and customers to quickly resolve customer escalations-Developed a new pricing structure to prevent loss of revenue from services outside the scope of the original SOW-Reported daily on team productivity, work backlog, and SLAs to the executive team and managed daily standups -Created and maintained onboarding, process, and best practices documentation-Trained and mentored Project Coordinators on existing process and new product functionality Show less

Project Coordinator

• Sep 2017 - Nov 2017

-Worked with customers to establish content libraries in the Total Expert CRM/marketing platform.-Submitted tickets to JIRA and performed quality analysis testing on 200 assets/week.-Tracked content requests to ensure customer commitments were successfully completed and supported invoicing for billable services.-Promoted to senior member of team within 3 months after creation of new Operations Coordinator role.

Account Manager

• Jun 2015 - Sep 2017

-Promoted to account manager within 3 months of start-Administered payroll for over 500 employees per week across 7 clients using Avionte Software.-Provided customer support by answering questions and fulfilling requests for approximately 500 employees.-Processed new hire paperwork, I-9s, and child support orders.-Established and maintained client trust by keeping sensitive employee and client information confidential.-Member of event planning committee responsible for bimonthly events as well as annual holiday party. Show less

Payroll Specialist

• Jun 2015 - Sep 2015

Marketing And Promotions Intern

• Jan 2014 - May 2014

Call Center Representative

• Mar 2013 - Dec 2013

-Handled inbound calls to the undergraduate admissions office providing knowledgeable, personalized and friendly service. -Collected and entered data of incoming callers into Salesforce and PeopleSoft. -Designated trainer for new employees on script, data entry, and escalation points. -Handled inbound calls to the undergraduate admissions office providing knowledgeable, personalized and friendly service. -Collected and entered data of incoming callers into Salesforce and PeopleSoft. -Designated trainer for new employees on script, data entry, and escalation points.

Promotions Intern

• Aug 2013 - Sep 2013

Promotions Intern

• May 2011 - Jul 2011