Manager, Mid Market Customer Success

• Feb 2022 - Present

I lead a team of 7 Mid-Market Customer Success Managers. We are focused on logo retention, maximizing product utilization, identifying expansion opportunities, improving time to value, and surfacing product feedback trends internally.

Sr. Enterprise Customer Success Manager

• Oct 2018 - Feb 2022

I partner with large organizations on multi-product deployments while maintaining good working relationships within several departments. I enjoy creating training materials from scratch incorporating client feedback and iterating until their needs are met. Communicating internally, I am able to ensure the voice of the customer is heard by identifying trends in product feedback and escalating issues to avoid poor end-user sentiment. I am a product expert, acting as an advisor not only to customers but internal colleagues as well. I am a member of our internal Product Counsel helping steer the direction of our vision and products. By gaining a deep understanding of each client's business, I am able to productively identify upsell opportunities for our sales organization. With my proficiency on our platform paired with a general acumen for technology, I am able to provide impactful demonstrations on new products or enhancements. Additionally, I know how to speak to our long-term vision to pique interest in our projects on the horizon. When presented with unique challenges from clients, I lean on my problem-solving skills to come up with creative solutions. Show less

Senior Customer Success Manager

• Feb 2017 - Oct 2018

Own and develop ongoing relationships with senior leadership from various industries including Hospitality, Manufacturing, Senior Care and Retail. Obtain a deep understanding of customer communication processes, while recognizing challenges and providing comprehensive coaching to leverage Beekeeper as a solution. Develop a success plan to ensure customer achievement of strategic business objectives for the platform. • Offered technical guidance for integrating Beekeeper into existing solutions including Active Directory, HRIS, LMS, Scheduling, and Payroll; worked with Engineering team to identify platform bugs. • Wrote and designed Help Center articles using Photoshop to include graphics; used GitHub proficiency to successfully publish articles online. • Facilitated on-site training workshops to onboard management and front-line team members. • Recommended improvements to the Product team based on customer feedback and notable observations. • Partnered with Marketing to create impactful customer case studies and testimonials. • Quickly responded to support tickets (Zendesk) to resolve customer issues. Show less

Director Customer Success

• May 2016 - Nov 2016

Implemented enabling technologies, including CRM, Email Marketing Software & Lead Generation Tools. Defined a efficient Lead Generation process, working closely with an overseas team. Coordinated training on technologies to Sales team ensuring smooth, quick adoption. Managed contract process, sales process, improving all the ways sales interacts with the rest of the company and with the end customer. Implemented enabling technologies, including CRM, Email Marketing Software & Lead Generation Tools. Defined a efficient Lead Generation process, working closely with an overseas team. Coordinated training on technologies to Sales team ensuring smooth, quick adoption. Managed contract process, sales process, improving all the ways sales interacts with the rest of the company and with the end customer.

Senior Account Executive | Customer Success

• Jan 2015 - May 2016

Growing one of the most innovative start-ups in Silicon Valley allows me to gain experience in a multitude of different areas. Double Robot helps telecommuters, students, and teachers collaborate and communicate with their teams more effectively by giving them a mobile, physical presence in a place they cannot be. Their very own Double! Work from anywhere! www.doublerobotics.com Growing one of the most innovative start-ups in Silicon Valley allows me to gain experience in a multitude of different areas. Double Robot helps telecommuters, students, and teachers collaborate and communicate with their teams more effectively by giving them a mobile, physical presence in a place they cannot be. Their very own Double! Work from anywhere! www.doublerobotics.com

Business Development Manager

• Sep 2010 - Feb 2015

•Extensive product knowledge and experience with: Microsoft Office 2007-2013, Office 365 Home Premium, Office 365 Small Business Premium, Windows XP, Windows 7, Windows 8, Windows 8.1, Windows 10, Microsoft Dynamics CRM, Microsoft Dynamics AX, SalesForce CRM, Windows Phone, Microsoft InTune mobile device management. •Generating new sales leads. Pipeline management. Advising new businesses on emerging technology and acting as their trusted advisor on technological purchases. •Drive new business to achieve sales goals, and maintain top tier customer support pre-sale & post-sale. •Wide-ranging familiarity with OEM PC Hardware. •Windows software troubleshooting: virus removal, advanced software repair, pc optimization, hardware repair. •Advanced training experience on Windows 7, Windows 8, Windows RT, Microsoft Office, Microsoft Dynamics CRM, and Microsoft Dynamics AX. Show less

Account Manager/Student Travel Liaison

• Nov 2007 - Sep 2012

Horticulture Business Internship

• May 2007 - Sep 2007