Experience

Momentive.ai

• United States
• Internet Publishing
• 500 - 600 Employee

• Manager II, Customer Success

  • Dec 2022 - Present

• Manager, Customer Success

  • Aug 2022 - Dec 2022

• Manager, SurveyMonkey Apply Services

  • Sep 2020 - Dec 2022

  Lead the SMApply Implementation team, focusing on Enterprise, Medium, and Small market segments. The team of 11 Implementation Specialists own the implementation phase from start to end and ensure the customer has an excellent website to use the product. The Implementation team has ongoing relationships with over 1000 of Momentive’s SMApply customers. Key responsibilities:• Own the implementation of all SMApply customers worldwide in the Enterprise, Medium, and Small sized market.• Manage the hiring, performance and ongoing development of Implementation Specialists.• Own the strategic relationships with other leaders in sales, product development, engineering, support and related functions to consistently drive best performance.• Utilize data and trends to continuously improve overall performance.

• Senior Implementation Specialist

  • Aug 2019 - Sep 2020

  • Actively lead organization-wide initiative to transition 1200+ FluidReview sites to SurveyMonkey Apply by March 2021• Partner cross-functionally with Customer Success and Development teams to ensure consistency with messaging across departments, as well as to align on key factors that contribute to the success of site transitions• Developed electronic outreach campaigns and webinar to establish clarity and customer confidence in transition• Establish both structured and adhoc transition plans to meet client requirements while actively seeking expansion and up-sell opportunities• Partnered with product and engineering to prioritize feature development and represent client voice • Conducted 400+ customer consultation meetings to analyze configuration and feature usage of site to ensure successful transition to update version of software• Have surpassed company set goals quarterly to transition sites to SMApply • Drive the success of the customer experience by adoption of features, upsells, and retention, through proactive, recurring outreach and demonstrations of SMApply

• Implementation Specialist

  • Apr 2017 - Jul 2019

  • Responsible for the implementation, testing, and launch of SurveyMonkey Apply application management software across varying organizations including universities, not for profits, grant organizations, etc. • Collaborate with technical consultants on projects for varying integrations, ex. SSO, Salesforce Integration, API • Manage multiple implementation project timelines across 20+ projects at any given time• Conduct software testing, troubleshoot, and resolve issues for clients• Conduct formal training and webinars to clients• Manage client expectations and ensure customer satisfaction • Contributed to the creation of new 2018 training documentation • Training and evaluating new hires on both FluidReview and SurveyMonkey Apply



Alterna Savings

• Canada
• Financial Services
• 100 - 200 Employee

• Member Service Representative

  • Mar 2016 - Mar 2017

  • Manage customers financial accounts, provide company and promotion information, and prepare official financial documents and reports• Responsible for referring customers to higher level bankers in order to meet sales targets and provide excellent customer service• Responsible for meeting specific sales and referral targets for each week• Provide memorable face-to-face customer experience while on the front line• Act as marketing representative for Tunney’s Pasture branch of Alterna, as well as a member of the Business Development team to create strategies for branch growth



Models International Management

• Canada
• Retail Apparel and Fashion
• 1 - 100 Employee

• Booking Agent

  • Apr 2015 - Dec 2015

  In the role of Booking Agent with Models International, I was responsible for the development of a models career by acting as a manager for all projects, schedules, and overall business. I worked with high-profile photographers, designers, and clients to initiate new projects for talent. I worked with established clients of MIM and developed new client relationships by reaching out to advertising and marketing agencies, local businesses, event planners, and more. I acted as a liasion between model and client to negotiate fair hourly and usage rates. I reviewed local and international agency contracts with models to ensure talent would be accurately represented by agency and that terms were fair. I researched, maintained, and updated publicity for all artists, and prepared and sent artist submissions to clients.I was also part of a small team to maintain and update Facebook and Instagram accounts for MIM. This would consist of keeping up-to-date on models recent work and creating clever captions for said material and posting to social media accounts, tagging the appropriate agency and/or client, while also making interactions on social media to gain more followers.



Mortimer Marketing Group

• Canada
• Marketing Services
• 1 - 100 Employee

• Marketing Communications Coordinator

  • Feb 2013 - Jun 2013

  During my time with Mortimer Marketing Group, I worked on a variety of marcom projects for clients Privatis, Zone Vancouver, and Today's Renovators. The work I completed while working for Mortimer Marketing Group includes, but is not limited to:- Writing for the web, marketing collateral and other marketing communications programs- Attend networking events and conferences in representation for Mortimer Marketing- Developing and executing communications and marketing plans- Event planning, marketing and execution including market research and contribution to the business plan for Privatis- Community management for a variety of social media properties- Research market trends for privacy sector for client Privatis- Compose competitive analysis for clients on Excel Spreadsheet- Research and approach industry professionals for media strategies regarding renting event space in Vancouver for client Zone- Adapt advertising and strategic marketing strategies to attract potential users and interested parties for clients- Edit existing web content for clients and produce new content for existing or new websites- Project management for design for a variety of web properties



Government of Canada

• Government Administration
• 700 & Above Employee

• Accounts Payable Specialist

  • 2008 - 2010

  Pre-audit and input of accounts payable into financial system,close/amend purchase orders as necessary or as requested,assist managers and their assistants with A/P issues,respond to supplier enquiries, maintain an up-to-date filing system, prepare previous year documents to be sent for shredding Pre-audit and input of accounts payable into financial system,close/amend purchase orders as necessary or as requested,assist managers and their assistants with A/P issues,respond to supplier enquiries, maintain an up-to-date filing system, prepare previous year documents to be sent for shredding