Experience

Loganix

• United States
• Advertising Services
• 1 - 100 Employee

• Head of Customer Experience

  • Feb 2023 - Present

  Enhancing Customer Experience Strategy: Develop and implement strategies to improve overall customer experience across all touchpoints and channels, fostering customer loyalty and advocacy. Team Leadership and Development: Lead a team of customer experience professionals, providing clear expectations, coaching, mentoring, and instilling a customer-centric culture. Cross-Functional Collaboration: Collaborate with marketing, sales, product, and operations teams to identify and prioritize customer experience initiatives and opportunities. Data-Driven Insights: Analyze customer data and feedback to identify trends, gain insights, and pinpoint areas for improvement. Utilize this data to inform customer experience strategies and tactics. Metrics and Reporting: Develop and implement processes to measure, monitor, and report on customer experience metrics such as Net Promoter Score, customer satisfaction, and customer effort. Technology Integration: Identify and implement tools and technologies that enhance the delivery of exceptional customer experiences. Voice of the Customer Advocacy: Champion the voice of the customer throughout the organization. Ensure that customer feedback informs decisions and drives continuous improvement. Skills: SOP Development Cross-Functional Team Leadership Software as a Service (SaaS) White Glove Service Account Management Customer Experience Focus Show less



Elite Advertising Solutions

• United States
• Advertising Services
• 1 - 100 Employee

• Director of Client Success

  • Jan 2022 - Feb 2023

  • Lead and nurture relationships with 300+ partner locations, prioritizing ongoing client satisfaction and success. • Streamline sales pipelines and processes for maximum efficiency, ensuring smooth transitions from lead to conversion. • Develop and implement a client-centric success strategy aligned with company goals, focusing on tangible business outcomes. • Cultivate a high-performing client success team, offering clear guidance, coaching, and mentorship to create a culture centered around client satisfaction. • Establish, monitor, and report on key client success metrics, including satisfaction, retention, upselling, cross-selling, and customer lifetime value. • Collaborate across departments (sales, marketing, product) to identify and act on client success opportunities and initiatives. • Design and implement effective onboarding and training programs that drive client adoption and long-term success. • Proactively engage clients to assess their needs, identify areas for improvement, and ensure they're deriving value from our offerings. • Demonstrate expertise in our products and services, serving as a go-to resource for functionality and use case knowledge. • Implement cutting-edge tools and technologies to enhance the client experience and support exceptional service delivery. • Advocate for clients internally, ensuring their needs and feedback guide decision-making processes and product development efforts. Skills: Client Relationship Management New Business Development Process Optimization Cross-Functional Leadership SaaS Proficiency Customer Retention Customer Onboarding Project Management Microsoft Office Suite Show less



Pendulum Therapeutics

• United States
• Biotechnology
• 1 - 100 Employee

• Manager - Customer Experience | Partner Relationship Manager

  • Sep 2020 - Feb 2022

  Collaborated closely with the CEO and Director to create unique customer experiences at Pendulum. Engaged directly with customers via Email, Zendesk, Chat, and phone support, providing tailored consultations and overseeing account management. Played a pivotal role in streamlining processes during the early stages of our Customer Experience initiative for increased efficiency. Prioritized relationship-building, ensuring every customer had the necessary resources for a successful health journey. Proactively reached out to recently canceled customers, understanding their concerns and offering alternative solutions to retain their partnership. Led the training of new hires, aiding in their onboarding and setting an example for team success. Managed inter-departmental communication, promoting transparency and seamless implementation of changes within the team. Maintained a CSAT score above 90 percent consistently throughout my tenure, and maintained a first reply time of 10 hours or less, even when initially operating as the sole team member in the department. Transitioned into the role of Partnership Manager, collaborating directly with Health Care Practitioners. Provided extensive support for their efforts in reselling our probiotic, offering guidance in education and onboarding. Effectively managed over 30 different accounts. | Product Expert | Zendesk Pro | Creating Efficiencies | Leading Training | Onboarding New Hires Show less



POWR

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Strategic Partnerships Development Manager

  • Feb 2020 - Sep 2020

  *Support our Evangelist and Agency partners and proactively reach out to them to ensure they are successfully using and reselling POWr*Establish relationships with our partners’ customer support and sales team and set up on-site demos, create documentation, and facilitate BD efforts to get us listed on the partners’ Help Centers and landing pages*Work closely with Business Development, Customer Support, and Product Marketing, on identifying opportunities for growth and improvement based on partner feedbackIdentify VIP POWr customers (Business level subscriptions)*Collaborate with the Customer Support team on establishing a direct sales channel by experimenting with pre-sales support, chat support, on-boarding calls, etc. for potential VIP customers Show less

• SR Manager - Customer Success

  • May 2019 - Feb 2020

  Project Management | Team Management | Creating Efficiencies | My role with POWr is to work with and maintain positive relationships with our VIP customers. I am also responsible for handling tickets and escalations that come through our ticketing queue. I work with customers to resolve issues ranging from basic tech problems all the way through advanced billing issues. The vast majority of my interactions have been handled through tickets via Zendesk. I have become an expert with leveraging tools within Zendesk to better help the needs of my customers. I also work on projects that are geared towards new customer acquisition. I set up demos for potential partners and maintain an existing relationship with high value customers to ensure they will be with us for a long time. I also respond to and manage Social media engagement, making sure our customers know how to contact us and get help. I often find solutions for our customers right away and guide them in the right direction. I manage products that test initiatives to retain customers who have canceled and find ways to engage them more, incentivizing them to come back. Part of this initiative is to contact all new customers that have just signed up to offer an onboarding call. This often turns into a consult that allows me to know the customer's needs better and find solutions for their problems. The goal is to maintain the long-term relationship and ensure their success. A large part of my current role is to make sure we have the most up-to-date resources for our support team regarding customer interactions and how to properly assist with any plugin issues that may arise. I help train our support team to be more consistent with handling customer issues and how to make sure the customer feels not only heard but respected and appreciated. I work closely with leadership to ensure continuity between our support team and the current customer experience level we strive to achieve as a leader in website plugins. Show less



Square

• United States
• Software Development
• 700 & Above Employee

• Customer Experience Manager

  • 2016 - May 2019

  I worked to handle mostly inbound phone calls regarding technical issues. It was my job to help guide the customer through technical issues and gain their trust through consulting. Most calls ended up with a sale or an upgrade that would benefit the customer. I was consistently #1 in the entire department for sales performance the entire time I worked for Endurance. I was also responsible for training new-hires on the team on best practices and how to navigate the entire sales process. I worked directly with management to create training materials for all representatives throughout inbound sales, outbound sales as well as the technical support teams. I was a top performer and was able to effectively train others how to be the best versions of themselves. Show less



(Inactive profile) Endurance Group is Newfold Digital

• United States
• Technology, Information and Internet
• 300 - 400 Employee

• Manager, Customer Success

  • Jan 2012 - Jul 2014

  Managed 17 Team leads & 88 Agents | Drove sales over 130% of quota 15 months in a row | I worked to handle mostly inbound phone calls regarding technical issues. It was my job to help guide the customer through technical issues and gain their trust through consulting. Most calls ended up with a sale or an upgrade that would benefit the customer. I was consistently #1 in the entire department for sales performance the entire time I worked for Endurance. I was also responsible for training new hires on the team on best practices and how to navigate the entire sales process. I worked directly with management to create training materials for all representatives throughout inbound sales, outbound sales as well as the technical support teams. I was a top performer and was able to effectively train others how to be the best versions of themselves. Show less



GoDaddy

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Technical Billing Manager - Client Relations | Retention

  • Dec 2009 - Dec 2012

  Handled both inbound and outbound escalation calls regarding anything "Billing" related within client accounts. I was the on-site manager who handled escalations during off-hours. A large portion of my job includes handling VIP customer issues and coming up with solutions to fit their specific needs. I retained more than $3,000,000 within a 3 year period based off of potential lost sales from cancellations that I was able to turn around. This position relied heavily on customer retention as well as a strong sense of sales. I was consistently a top performer in my department. Show less