Experience

Blavity Inc.

• Technology, Information and Media
• 100 - 200 Employee

• Talent Infusion Manager, Customer Success

  • May 2023 - Present

  Take the reigns as the primary post-sale point of contact for all landowner customers Onboard clients, maintaining regular communication and building strong relationships Lead strategic, creative, and technical guidance for customers Use your vision and experience to recommend tools and perfect internal processes Highlight valuable customer feedback for our product, sales, and marketing teams Measure and report on key customer success metrics Grow recurring revenue potential by priming renewals, customer expansions and referrals Review customer complaints and concerns and seek to improve the customer experience Show less



Supermove

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Nov 2021 - Apr 2022

  Building/Maintaining senior-level relationships with SMB accounts < 750K ARR Working closely with other departments (Sales, Implementation, Engineering) Ensure the customer gets a remarkable experience and ensure we're meeting their customer request needs Strategically and continually increase product value Front line for incoming calls, intercom tickets, operation emails, personal emails regarding product requests & troubleshooting Hand delivering NPS scoring Solely built out of FAQ Articles/Help center Success Metrics: Retention, Customer Health/Usage/Requests Show less



PracticePanther

• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Nov 2019 - Nov 2021

  Maintaining the relationship between the client and the product, Post Sales Book of business: 330+ accounts Serving as main POC for onboarding new accounts, ensuring satisfactory experience. Understand the clients' needs through prospect conversation and understand how we can help them based on our service offering. Build and manage a pipeline of new subscription cross sales, product upgrades + upselling, and contract renewals to monthly targets Develop and demonstrate a broad knowledge of current and new product features via executing customer adoption playbooks and prospecting Partnering with cross-functional product, support, and customer operations teams to ensure customer success and secure long term commitments KPIs- Enhancing client relations KPIs- Client feedback, Client solutions KPIs- Booking in clients for enhanced quarterly reviews KPIs- Customer Journey (7 steps to success) KPIs- Running reports with internal CRM tools [client activity] KPIs- Client retention and feedback Success Metrics: CSAT, NPS, Conversion/Activation rate, Customer Health Show less



Bark

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Mar 2018 - Oct 2019

  Manage customer escalations quickly and effectively Handle Inbound/outbound inquiries via phone, email, or intercom Serve as the primary point of contact for all troubleshooting, looping in relevant Bark colleagues as needed. Based on feedback, develop and evolve strategies for increasing engagement with and adoption. Prepare sales engineering reports by collecting, analyzing and summarizing sales information and application trends Recommend improvements to customers and demonstrate potential cost reductions and process improvements Tend to customer requests with friendly, knowledgeable service and support Maintain ticket volume of 550 per day Functioning across teams to assess customer needs Show less



Ultimate Software

• United States
• Software Development
• 700 & Above Employee

• Core Specialist + Team Lead

  • Mar 2017 - Mar 2018

  Working directly with 7 Lead Account Managers in operational improvements Help facilitate a seamless client retention process. Creating client resolutions for technical issues Delivering top-notch client service Team Lead for 5 Assistant Core Specialists (engaging in delivering assistance to Customer Success department daily) Onboarding Assistance Provided outstanding customer service to new and longstanding customers by attending closely to concerns and developing solutions Show less



Lips, Sticks and Fingertips LLC

• Team Lead Manager

  • May 2016 - Aug 2017

  Assisting customers in the humidor room as well as checking them out at the register. Making sure that their experience goes as smooth as possible. Assisting customers in the humidor room as well as checking them out at the register. Making sure that their experience goes as smooth as possible.



MORGAN'S XPRESS TRANSPORTATION INC

• Riverdale, Georgia, United States

• People Manager

  • Feb 2015 - Mar 2017

  Report directly to Co-Founder Manage team of 12 employees In charge of dispatching hotshot freight runs to employees Develop organizational procedures and systems for office personnel, including filing, billing, accounts payable, payroll and scheduling - Quikbooks Receive inbound calls from customers and provide support to customers and handle all inquiries Perform data entry as needed Assist in the onboarding process for new hires; including collecting all required documents Perform other duties as assigned Show less



Formely Cherokee Funding - Now Gain

• United States
• Legal Services
• 1 - 100 Employee

• Intake Specialist

  • May 2014 - Feb 2017

  Maintained a positive attitude and effectively de-escalated clients during crisis situations Managed an average of 60 potential clients per day and processed new claims utilizing the appropriate adjudication system Communicated intake information to their doctor in an organized and concise manner Inputted all communication with applicants into computer system to facilitate future clarification and knowledgeable support Maintained a positive attitude and effectively de-escalated clients during crisis situations Managed an average of 60 potential clients per day and processed new claims utilizing the appropriate adjudication system Communicated intake information to their doctor in an organized and concise manner Inputted all communication with applicants into computer system to facilitate future clarification and knowledgeable support