Experience

Harvard Business Publishing

• United States
• Technology, Information and Media
• 400 - 500 Employee

• Enterprise Customer Success Manager

  • May 2023 - Present

  For decades, Harvard Business Publishing Corporate Learning has partnered with companies around the world to strengthen and accelerate their leadership and business. Leveraging the remarkable depth and breadth of Harvard Business School resources, Harvard Business Review, and an unrivaled network of industry experts, we create learning experiences for all levels, from executive leadership programs to enterprise-wide engagements for thousands of global employees.



Nylas

• United States
• Software Development
• 100 - 200 Employee

• Senior Enterprise Customer Success Manager

  • Feb 2023 - Present

  Denver, Colorado, United States - Recipient of the company-wide Customer Obsession Award 2023 - Drive customer retention and satisfaction at a high volume by implementing customer engagements from initial sale, implementation and throughout the customer lifecycle. - Work closely with Implementation Engineering and Sales to ensure seamless kickoffs, technical project implementations to provide a top notch customer experience. - Analyze anticipated risk, upsell opportunities, and manage conflicts to maintain customer… Show more - Recipient of the company-wide Customer Obsession Award 2023 - Drive customer retention and satisfaction at a high volume by implementing customer engagements from initial sale, implementation and throughout the customer lifecycle. - Work closely with Implementation Engineering and Sales to ensure seamless kickoffs, technical project implementations to provide a top notch customer experience. - Analyze anticipated risk, upsell opportunities, and manage conflicts to maintain customer satisfaction and alignment. - Drive meaningful customer testimonials on G2Crowd platform to promote brand and overall customer satisfaction. - Lead Executive Business Reviews with executive teams to align on future roadmaps and initiatives.

• Senior Customer Success Manager

  • Apr 2022 - Feb 2023

  Denver, Colorado, United States - Collaborated cross-functionally with leaders across implementation, engineering, product, sales and alliances to ensure we have the processes in place across the Organization to support our clients. - Implemented customer engagements throughout the customer lifecycle to increase client engagement and retention. - Overhauled NPS response management to increase detail of feedback and align customer needs to product roadmap. - Managed communication for major infrastructure migrations… Show more - Collaborated cross-functionally with leaders across implementation, engineering, product, sales and alliances to ensure we have the processes in place across the Organization to support our clients. - Implemented customer engagements throughout the customer lifecycle to increase client engagement and retention. - Overhauled NPS response management to increase detail of feedback and align customer needs to product roadmap. - Managed communication for major infrastructure migrations, ensuring smooth transitions with minimal disruption.

• Customer Success Manager

  • Apr 2021 - Apr 2022

  Denver, Colorado, United States - Strategically manage client relationships by facilitating client onboarding, driving product adoption, managing escalations, product/service feedback, and aligning roadmap initiatives to ensure overall client success. - Led Executive Business Reviews to discuss the success of integration and product roadmaps to uncover expansion opportunities. - Analyze anticipated risk, upsell opportunities, and report risk to the internal stakeholders and escalate as needed. - Track product… Show more - Strategically manage client relationships by facilitating client onboarding, driving product adoption, managing escalations, product/service feedback, and aligning roadmap initiatives to ensure overall client success. - Led Executive Business Reviews to discuss the success of integration and product roadmaps to uncover expansion opportunities. - Analyze anticipated risk, upsell opportunities, and report risk to the internal stakeholders and escalate as needed. - Track product feedback and manage communication of upcoming product releases to further drive product adoption.



2U

• United States
• Education Administration Programs
• 700 & Above Employee

• Senior Customer Success Advisor - Harvard Business Analytics Program

  • Dec 2019 - Apr 2021

  Denver, Colorado, United States - Managed student retention of the Harvard Business Analytics Program through proactive, reactive and comprehensive communication, data analysis, and project management. Designed processes and strategies that optimize workflow between Enrollment and Student Success. - Communicated effectively with University stakeholders, students and internally.

• Senior Admissions Counselor - Harvard Business Analytics Program

  • Feb 2018 - Dec 2019

  Denver, CO - Promoted to Senior Admissions Counselor - Member of a 5 person leadership team, leading a team of 25 person team across international offices. - Forecasted and reported directly to key stakeholders on quarterly projections using Salesforce analytics and Tableau. - Designed and managed new program-wide processes, initiatives such as an internal website, student ambassador program, student roundtable webinars, pipeline management plans, prospect outreach dashboards, and sales strategy… Show more - Promoted to Senior Admissions Counselor - Member of a 5 person leadership team, leading a team of 25 person team across international offices. - Forecasted and reported directly to key stakeholders on quarterly projections using Salesforce analytics and Tableau. - Designed and managed new program-wide processes, initiatives such as an internal website, student ambassador program, student roundtable webinars, pipeline management plans, prospect outreach dashboards, and sales strategy team meetings.

• Admissions Counselor - Harvard Business Analytics Program

  • Feb 2018 - Nov 2018

  Denver, CO - Managed a pipeline of both inbound and outbound opportunities with a sales cycle ranging from 2-18 months. - Executed a multi-faceted prospecting plan through calling, emailing, and leveraging demand generated leads. - Presented and led global sales webinars to increase enrollment and customer product knowledge.



The Joshua School

• Instructional Assistant/Case Manager

  • Sep 2017 - Jan 2018

  Greater Denver Area Educated students with Autism Spectrum Disorder by developing and administering academic and behavior programs. Adapted teaching methodology to fit each student’s learning style to maximize comprehension. Managed and supervised a student’s academic caseload while collaborating on Individualized Education Plans.



Jackson Hole Middle School

• Special Education Paraprofessional

  • Sep 2016 - Aug 2017

  Jackson, WY Led students with mental disabilities by creating and implementing effective instructional strategies. Analyzed students learning needs and drove specialized instruction to accommodate academic and behavior deficits.



Jackson Hole Mountain Resort

• United States
• Travel Arrangements
• 200 - 300 Employee

• Retail Sales Associate, Brand Ambassador

  • Aug 2015 - Aug 2016

  Jackson, WY Drove $1M in revenue across two stores as the highest performing sales associate. Reported trends to Jackson Hole Mountain Resort Retail Buyers and assisted with orders while meeting budget goals. Acted as a liaison between consumer and Sales Representative and promoted Patagonia to increase brand recognition.



Womens Resource Agency

• Non-profit Organizations
• 1 - 100 Employee

• Co Facilitator

  • Jan 2015 - May 2015

  Colorado Springs, CO Led conversation among at-risk adolescent girls to help encourage making healthy life choices and collaborate with employer on improving the weekly programs to increase program’s effectiveness.



Colorado College

• United States
• Higher Education
• 700 & Above Employee

• Tour Guide

  • Jan 2013 - May 2015

  Colorado Springs, CO Promoted Colorado College by providing campus tours to and assisting with marketing opportunities.

• Student Athlete

  • Sep 2011 - May 2015

  Colorado Springs, CO Dedicated time and effort to the team by being a leader with a hard work ethic and positive motivation. In addition, I annually volunteered for International Women’s in Sports Day, encouraging young girls to play tennis and sports.



Teton Valley Ranch Camp - Education Foundation

• United States
• Education Administration Programs
• 1 - 100 Employee

• Trip Leader

  • May 2012 - Aug 2014

  Dubois, WY Planned, organized and led backpacking and horse-packing trips for a group of ten campers teaching backcountry and horse skills. In addition to hard skills, I mentored campers on leadership and communication skills. To make critical conditions, it was necessary to collaborate with co-leader and employer to execute safety. Throughout the summer, it was necessary to communicated with parents about camper’s adventures over phone and email consistently.

• Counselor

  • May 2012 - Aug 2014

  Dubois, WY Mentored girls camp-wide by being an ambitious, caring, and reliable role model, inspiring girls to be leaders. Managed an individual group of 12 girls in a cabin in addition to leading camp-wide ranch activities such as hiking, horseback riding, fly fishing, and target sports to promote adventure, challenge, community, and support.