Experience

Ombud

• United States
• Software Development
• 1 - 100 Employee

• Senior Customer Success Manager

  • Oct 2020 - Present

  Customers rely on Ombud to automate the content-centric activities in their sales processes. Our platform combines content collaboration, project management, and machine learning to streamline the creation of sales documents like RFP responses, security questionnaires, sales proposals, statements of work, and much more.Achievements in this role:- Fostered strategic relationship to advise the growth of global client organizations- Managed contract renewal & pricing/terms negotiation to accommodate & support client success & growth with the platform, averaging 104% Net Revenue Retention - Expanded & developed at-risk accounts by 154% in annual revenue & 2.5x in product utilization by delivering value & expanding product use cases- Advised organizations through important strategic decisions on team structure & process-planning using industry knowledge & domain expertise- Conducted Quarterly & Annual Business Reviews with clients on a regular cadence to align on product utilization & ROI value tracking- Designed & implemented an account health scorecard for automated weekly & monthly health metric tracking for both client accounts & internal CSMs - Conducted & documented discussion with Customer Advisory Board at annual meetings for feedback & roadmap alignment

• Customer Success & Experience Manager

  • Jan 2018 - Oct 2020

  - Successfully onboarded the platform in over 30 new clients & oversaw all platform implementations for new accounts & user teams- Coordinated resources needed to complete onboarding tasks & proactively sought out the assistance of others to determine solutions for complex issues & roadblocks to meeting SLAs- Accelerated the client time-to-value with our product to an average of 31 days for all Enterprise & SMB customers- Developed the best practices for the organization's change management approach

• Customer Success Analyst

  • Jan 2017 - Jan 2018

  - Accurately & efficiently processed customer files within the allotted SLA timeline- Consistently led leaderboards for tickets completed with 100% accuracy- Conducted ad-hoc user & platform training sessions to support platform users



Rocky Mountain Artists

• Booking Agent

  • Mar 2015 - Jan 2017

  Artist manager who worked with acts to determine booking information for single and touring runs of shows nationwide. Successfully booked tours for acts in over 20 states across the country and kept communication clear and efficient between the artists and venues. • Gathered detailed information from acts to determine when and where they would like to have a show or run of shows across the country. • Researched and contacted local venues in cities that would benefit my client to perform in and would fit the best into, asking questions such as, “Who goes to shows at these venues? How much can they afford?”, Etc. • Negotiated the terms of the show with the venue talent buyers and confiirmed all show information with venue beforehand • Designed easy-to-read spreadsheets for the artists that could be edited and accessed online for their use on the road containing all tour information including venue pay/address/contact info and more • Completed routing of his largest tour this past summer: 12 dates over 20 days across 5 different states



Lifetouch

• United States
• Photography
• 700 & Above Employee

• Operations / Sports Specialist

  • Oct 2013 - Feb 2015



Total Technology Solutions

• Technician

  • Aug 2010 - Jun 2013