Experience

Vimocity

• United States
• Utilities
• 1 - 100 Employee

• Customer Success Operations Manager

  • Mar 2023 - Present



Lattice

• United States
• Software Development
• 400 - 500 Employee

• Customer Success Manager

  • Nov 2021 - Jan 2023

  • Secured the most multi-year renewals & expansion deals closed with consistent customer NPS score over 50 • Owned $1.5M ARR portfolio of 65 clients and coordinated across product, engineering, and business teams to ensure success • Successfully de-escalated and course-corrected through renewal numerous clients experiencing failure to launch Key Projects • Reduced inbound support contacts and average handle time (AHT) to manage requests by designing a new embedded help center feature which personalizes recommendations and educational content by location. Coordinated feature development cross-functionally with product and engineering, identified defects and proposed solutions and enhancements pre-launch resulting in better user experience. • Conducted extensive user research assessing lack of adoption following new product launch; reported findings to leadership, conveyed learnings into process and product enhancements, and salvaged relationships with clients.



Quorum

• United States
• Software Development
• 200 - 300 Employee

• Customer Success Manager II | Team Captain

  • Mar 2021 - Oct 2021

• Customer Success Manager

  • Oct 2019 - Mar 2021

  • Owned $1.3M ARR portfolio of 50 clients and coordinated across product, engineering, and business teams to ensure success • Promoted to CSM II and selected as Team Captain (team lead) following application and interview process • Well-practiced in identifying and resolving complex product and procedural challenges • Member of Inclusion & Diversity Council & Fun Committee; trained 3 new team members; led 3 client-facing webinars • Resident product expert and named Most Dedicated to Every Users’ Success Key Projects • Reduced churn risk while driving retention and expansion by delivering pressing data in-app that previously, clients sourced and analyzed externally. Proposed and cross-functionally coordinated addition of new dataset from ideation to launch; identified business need and ARR value add, secured reputable public API data source, calculated required developer time, determined UI mapping, and strategized go-to-market launch. This dataset brought geotagged, auto-updating COVID-19 data to clients’ fingertips at the height of the pandemic, paired with key demographic data. • Developed cross-departmental approval workflow to streamline and document custom client projects resulting in fewer unexpected roadmap changes, better resource allocation to more equitably deliver custom work, and requirement of sufficient ROI. Lack of cross-departmental communication surrounding custom client work was resulting in urgent, unexpected disruption to product roadmaps as well as significant overwork of product, engineering, and customer success that did not always tie to sufficient ROI. I proposed and worked cross-functionally to develop a custom work workflow from ideation through delivery, requiring approval of teams involved in the custom work prior to contract execution.



Let's Empower, Advocate, and Do, Inc. (LEAD)

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

• Social Media & Communications Consultant

  • Jul 2019 - Apr 2020

  • Managed, drafted, and scheduled daily social media content for LEAD with Hootsuite • Advertised upcoming events, fundraising promotions, training opportunities, and course testimonials to LEAD community • Analyzed social media engagement & compiled monthly reports for senior management • Created infographics via Canva for social media & marketing purposes • Generated ~25% increase in social media following • This role was part-time in addition to my full-time employment



National Center for Victims of Crime

• United States
• Civic and Social Organizations
• 1 - 100 Employee

• Victim Assistance Specialist

  • Apr 2019 - Sep 2019

  • Managed victim cases by identifying the source of their pain and providing 3,000+ referrals to available resources • Converted 1,000+ urgent requests for help from deeply upset and harmed individuals into hopeful, supported experiences • Applied victim-centered approach to build respectful and productive connections with vulnerable populations • Communicated effectively and respectfully with individuals in tough situations through de-escalation, validation, and support • Facilitated transition of care to Adult and Child Protective Services organizations when required



SAP NS2

• United States
• IT Services and IT Consulting
• 400 - 500 Employee

• Go-To-Market Contract Analyst (Formerly Contract & Legal Intern)

  • Jun 2018 - Apr 2019

  • Analyzed high-value contracts (including Cloud and GSA Schedule) for financial and temporal compliance with company policies • Led product selection and evaluated vendors for Contract Management System with focus on accessibility and security • Ensured Federal Acquisition Regulation 9.5 compliance for confidential Intelligence Community client • Mitigated data privacy risk with data cleaning and organization in preparation for software integration • Analyzed and executed NDAs, TAs, SOWs, RFIs, RFQs, RFPs, and other legal documents • Executed pricing quotes, drafted and reviewed legal documents, and contributed to meetings with international partners



American Bar Association

• United States
• Legal Services
• 700 & Above Employee

• Intern, Criminal Justice Section

  • Jan 2018 - May 2018

  • Categorized needs of federal prisoners and provided guidance on representation and case management • Conducted legal research for ABA policy resolutions, researched for state policy implementation projects • My article on pretrial detention reform was published in the ABA seasonal newsletter • Categorized needs of federal prisoners and provided guidance on representation and case management • Conducted legal research for ABA policy resolutions, researched for state policy implementation projects • My article on pretrial detention reform was published in the ABA seasonal newsletter



Protect Our Defenders

• Washington D.C. Metro Area

• Casework & Policy Intern

  • Aug 2017 - Dec 2017

  • Interviewed survivors of military sexual violence and prepared written case summaries post-intake • Connected survivors with pro-bono legal services through local partnerships; updated corresponding spreadsheets • Researched military sexual trauma policy and created infographics for POD social media and marketing • Interviewed survivors of military sexual violence and prepared written case summaries post-intake • Connected survivors with pro-bono legal services through local partnerships; updated corresponding spreadsheets • Researched military sexual trauma policy and created infographics for POD social media and marketing



U.S. House of Representatives

• United States
• Legislative Offices
• 700 & Above Employee

• Congressional Intern

  • Jun 2017 - Aug 2017

  • Conducted research for upcoming and pending bills, attended and reported on Congressional hearings • Answered constituent calls and letters; validated their concerns and responded in accordance with Congressional positions • Conducted research for upcoming and pending bills, attended and reported on Congressional hearings • Answered constituent calls and letters; validated their concerns and responded in accordance with Congressional positions



The George Washington University

• United States
• Higher Education
• 700 & Above Employee

• Human Trafficking Research Assistant

  • Jun 2017 - Aug 2017

  • Conducted qualitative research on best practices to respond to human trafficking under the guidance of Kenneth Leon, PhD • Research project was conducted for the NIJ, the research arm of the DOJ, Office of Justice Programs • Documented resources available to victims trafficked from abroad • Conducted qualitative research on best practices to respond to human trafficking under the guidance of Kenneth Leon, PhD • Research project was conducted for the NIJ, the research arm of the DOJ, Office of Justice Programs • Documented resources available to victims trafficked from abroad



U.S. Chamber of Commerce Institute for Legal Reform

• United States
• Government Relations Services
• 1 - 100 Employee

• Marketing Intern

  • Sep 2015 - Dec 2016

  • Utilized Google Analytics and LinkedIn Analytics to generate weekly and monthly advertising reports for executives • Wrote and edited articles; prepared for Annual Legal Reform Summit by compiling data and generating graphs and charts • Utilized Google Analytics and LinkedIn Analytics to generate weekly and monthly advertising reports for executives • Wrote and edited articles; prepared for Annual Legal Reform Summit by compiling data and generating graphs and charts



Aspire

• United States
• Human Resources Services

• Business Development Intern

  • Jun 2015 - Aug 2015

  • Conducted market research, designed client satisfaction evaluations, updated website, prepared product redesigns • Identified and created buyer personas for target markets, researched potential partners • Assisted with partner and client outreach and onboarding, managed accounts, wrote blog articles • Conducted market research, designed client satisfaction evaluations, updated website, prepared product redesigns • Identified and created buyer personas for target markets, researched potential partners • Assisted with partner and client outreach and onboarding, managed accounts, wrote blog articles