Experience

Amplitude

• United States
• Software Development
• 500 - 600 Employee

• Systems Analyst, Customer Success (Gainsight, SFDC)

  • Mar 2023 - Present

  Remote - Develop technical solutions for GTM initiatives, such as risk mitigation, product usage data visualization, customer health score optimization, success planning... - Integrate CS tech stack tools and craft an efficient end user experience, allowing users to focus on customers instead of administrative tasks - Design digital customer success programs to scale CS motions and provide an exceptional customer experience - Serve as the technical lead and SME on GTM programs, such as the… Show more - Develop technical solutions for GTM initiatives, such as risk mitigation, product usage data visualization, customer health score optimization, success planning... - Integrate CS tech stack tools and craft an efficient end user experience, allowing users to focus on customers instead of administrative tasks - Design digital customer success programs to scale CS motions and provide an exceptional customer experience - Serve as the technical lead and SME on GTM programs, such as the Post Sales Customer Experience Council - Collaborate with Operations teams to prioritize intake requests and craft an effective sprint plan - Conduct backlog grooming to ensure requests are continuously reviewed, updated, and moved forward based on business priorities -Improved end user satisfaction for systems by 1.2pts in under 6 months time Show less



Newsela

• United States
• E-Learning Providers
• 400 - 500 Employee

• Manager of Customer Success Operations

  • Nov 2022 - Mar 2023

  - Turn high-level, strategic directives into actionable projects to create a best-in-class customer success team (eg, NPS, health score, risk resolution and growth programs, forecasting process revamp, value realization programs, etc) - Led the transformation of our customer health score, combined metrics from across the organization from product, marketing, and CS to develop a comprehensive view of customer health - Manage and support business operations such as territory assignments… Show more - Turn high-level, strategic directives into actionable projects to create a best-in-class customer success team (eg, NPS, health score, risk resolution and growth programs, forecasting process revamp, value realization programs, etc) - Led the transformation of our customer health score, combined metrics from across the organization from product, marketing, and CS to develop a comprehensive view of customer health - Manage and support business operations such as territory assignments, forecasting, comp modeling and plans, revenue target setting, and SPIFF processes - Gainsight expert: consult on Gainsight as a driver for Customer Success strategic initiatives; translate business needs into technical requirements and build documentation - Design, plan, build, and maintain technical solutions in Gainsight, including integrations with systems such as Salesforce, Snowflake, Slack, Zoom, GSuite, and more - Designed and implemented digital-led customer success programs with Journey Orchestrator (over 25 active programs) to support an exceptional customer experience at scale - Develop reports & dashboards for managers and CSMs to visualize renewal urgency and likelihood, CSM performance, team KPIs, customer activities, and churn risks

• Gainsight Manager, Customer Success Strategy & Operations

  • May 2021 - Dec 2022

  Remote



Flyreel

• United States
• Insurance
• 1 - 100 Employee

• Customer Success Operations Manager

  • Apr 2021 - May 2021

• Customer Success Manager

  • Jun 2020 - Apr 2021

  Denver Metropolitan Area - Manage a book of top-tier customer accounts comprising over 80% of company revenue - Create customer success processes and playbooks from scratch at an early stage, high growth start-up - Identify areas for optimization and implement solutions to improve customer success team efficiency, such as creating templates for onboarding assets to streamline the sales-to-customer success account transition - Developed a customer success metrics dashboard Google Sheet to monitor customer… Show more - Manage a book of top-tier customer accounts comprising over 80% of company revenue - Create customer success processes and playbooks from scratch at an early stage, high growth start-up - Identify areas for optimization and implement solutions to improve customer success team efficiency, such as creating templates for onboarding assets to streamline the sales-to-customer success account transition - Developed a customer success metrics dashboard Google Sheet to monitor customer account health - Translate customer business challenges into product feature designs, collaborate with VP of Product to write detailed requirements documentation and acceptance criteria in Jira for solutions - Project manage product feature enhancements using Agile methodology; collaborate cross-functionally with VPs of Product and Engineering to identify scope of work and alignment on scheduling, create roll-out plans



Greenhouse Software

• United States
• Software Development
• 500 - 600 Employee

• Implementation Manager, Customer Success

  • Nov 2019 - May 2020

  Greater Denver Area Job impacted by COVID-19 - Manage 120+ customer implementations; responsible for successful product configuration and adoption, serve as a technical product expert - Build strong customer relationships achieving a 100% NPS; accelerate time to value, leading to higher adoption, retention, and expansion opportunities - Project manage implementation tasks such as stakeholder and risk analyses, change management, data migration, product training, and organizational roll-out… Show more Job impacted by COVID-19 - Manage 120+ customer implementations; responsible for successful product configuration and adoption, serve as a technical product expert - Build strong customer relationships achieving a 100% NPS; accelerate time to value, leading to higher adoption, retention, and expansion opportunities - Project manage implementation tasks such as stakeholder and risk analyses, change management, data migration, product training, and organizational roll-out strategies - Run reports in Gainsight and Salesforce to analyze customer health metrics and inform strategic outreach - Take initiative on operational projects to increase team efficiency and bandwidth; collaboratively designed a customer-facing Skilljar Learning Management System course resulting in an employee time savings of 6hrs/week Collaborate cross-departmentally to resolve customer knowledge gaps and design educational collateral Show less



Colorado State University

• United States
• Higher Education
• 700 & Above Employee

• Senior Coordinator, Education Abroad

  • Jan 2018 - Oct 2019

  Fort Collins, Colorado Area - Serve as lead admin for SaaS CRM; responsible for system optimization and staff training; conducted annual system audit and ongoing process evaluations - Implemented and trained staff on new software including MSFT Teams, OneNote, and Trello to streamline internal communication and processes - Coached and mentored 300+ students annually to support education abroad programming and contributed to record program enrollment - Managed 20+ international programs through an 18-month project… Show more - Serve as lead admin for SaaS CRM; responsible for system optimization and staff training; conducted annual system audit and ongoing process evaluations - Implemented and trained staff on new software including MSFT Teams, OneNote, and Trello to streamline internal communication and processes - Coached and mentored 300+ students annually to support education abroad programming and contributed to record program enrollment - Managed 20+ international programs through an 18-month project lifecycle of academic design, logistics planning, financial management, and risk mitigation - Hired and supervised 8-10 part-time employees; managed and improved onboarding experience by mapping out key competencies, developing training plans and timelines, and updating training collateral - Created central knowledge base of process playbooks and technical how-to documentation for staff enablement, significantly reducing employee ramp up time and directly contributing to the successful onboarding of 6 full time staff and over 30 part time staff

• Coordinator, Education Abroad

  • May 2016 - Jan 2018

  Fort Collins, Colorado Area



University of Wisconsin-Eau Claire

• United States
• Higher Education
• 700 & Above Employee

• Community Outreach Coordinator and Immigration Support

  • Aug 2014 - May 2016

  Center for International Education Contributed to value stream mapping business process evaluation sessions to reorg our office structure Coordinated international homestay program for 700+ community members Directed communication strategies including writing and designing newsletters and PR collateral to increase volunteer enrollment Trained adult volunteers on intercultural communication skills



Radial Inc.

• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Customer Service Representative (Bilingual)

  • Aug 2013 - May 2014

  Eau Claire, Wisconsin Area Built and repaired client trust by explaining policies and technical support in a comprehensible, respectful manner Managed hundreds of of calls, emails, and chats daily Exceeded metrics on a biweekly basis in productivity and customer satisfaction