Experience

Health & Safety Institute (HSI)
• Customer Success Manager

  • Feb 2021 - Present


Mimeo

• United States
• Printing Services
• 300 - 400 Employee

• Customer Success Manager

  • Apr 2018 - Jun 2020

  By being 100% focused on the goals of my customers, I was able to exceed plan and target. I am passionate about my customers and utilize all of Mimeo's resources to support their desired outcomes. • Hosted Executive Business Reviews with stakeholders to baseline and review metrics. • Created internal meetings with peers and other departments to remove internal barriers and ensure smoother transitions. • Nearly doubled the size of territory while increasing profitability. • President’s Club 2019 Show less



Dun & Bradstreet

• United States
• Information Services
• 700 & Above Employee

• Customer Success Associate

  • 2016 - 2018

  • Responsible for determining and improving customer engagement levels through interactions and data analysis of SaaS solutions• Migrated and onboarded customers to new platform solutions to address their needs• Enhanced the change management process, demonstrating the improved value of the solution to customers using guided assistance• Developed use cases and created improved client reports summarizing critical data• Created high-impact usage statements for customers • Devised a “likelihood to renew” forecasting tool, resulting in increased sales and efficiency.• Award of Excellence – Creativity & Innovation, 2017 Show less

• Onboarding Specialist

  • 2012 - 2016

  • Improved overall expectations and developed future growth by being the voice of the customer.• Delivered training to customers and end-users. • Analyzed customer needs and upsold customers to higher-level services, products, and solutions.• Facilitated lasting relationships by understanding the culture and identity of the client’s organization.• Recognized by peers and the leadership team for creativity and innovation to a training process.

• Account Manager

  • 2009 - 2012

  • Created and presented onboarding and training• Led pre-sale demos, post-sale training, and provided technical support• Doubled the anticipated retention rate, in a marketplace that has a typical 30-40% rate• Developed a needs assessment process, increasing training by 20%• Created a transition process during product platform change with resulted in zero defect.• Executed an aggressive contact strategy exceeding CSAT index points YoY

• Renewal Specialist

  • 2007 - 2009

  • Facilitated strong B2B relationships in the highly competitive markets. • Developed and delivered end-user training.• Grew accounts 5-10% YoY• Exceeded peers by achieving nearly 100% renewal rates MoM• Streamlined the processes to reduce invoice errors



Staples

• United States
• Retail Office Equipment
• 700 & Above Employee

• Customer Care Lead

  • 2005 - 2007

  • Led, advised, and coached the Major Accounts team, including 8 Customer Service Representatives, throughout the sales process• Appointed Team Leader of Salesforce.com rollout• Mentored new hires• Trained department on 1:1 and group sessions.• Conducted departmental training of the new e-commerce website• Improved customer retention and increased overall account growth by delivering ad hoc end-user training.

• Customer Service Representative

  • 1999 - 2005

  • Serviced all post-sales activities on dedicated high-value accounts• Took lead on at-risk accounts to secure a positive, growth relationship• Used produce knowledge to increased dollar value per sale transaction