Customer Success Lead

• Nov 2020 - Present

Enterprise Customer Success Manager

• Aug 2017 - Nov 2020

Management of global, enterprise level customers with portfolio value over $4.4 million ARR over 35 accounts - Identify upsell opportunities in partnership with Account Manager resulting in effective solutions for customers and increases to annual contract values. - Establish and build relationships with customers by understanding their business objectives and strategically driving business results and value - Consult on best practices as well as personalized recommendations to ensure… Show more Management of global, enterprise level customers with portfolio value over $4.4 million ARR over 35 accounts - Identify upsell opportunities in partnership with Account Manager resulting in effective solutions for customers and increases to annual contract values. - Establish and build relationships with customers by understanding their business objectives and strategically driving business results and value - Consult on best practices as well as personalized recommendations to ensure maximized utilization of Jobvite systems. - Partner with Jobvite product and engineering as Customer Success team representative in design, requirement gathering, testing, and development of two integrated product solutions for our customers (LinkedIn Recruiter System Connect, Indeed Apply) - Lead Jobvite Hire Administrator Boot Camps and onsite customer trainings for groups of 20+ system administrators on essential, basic and advanced system configurations. - Achieved a score of 4.59 on the CSM survey (92% total score on 5-point scale). Show less Management of global, enterprise level customers with portfolio value over $4.4 million ARR over 35 accounts - Identify upsell opportunities in partnership with Account Manager resulting in effective solutions for customers and increases to annual contract values. - Establish and build relationships with customers by understanding their business objectives and strategically driving business results and value - Consult on best practices as well as personalized recommendations to ensure… Show more Management of global, enterprise level customers with portfolio value over $4.4 million ARR over 35 accounts - Identify upsell opportunities in partnership with Account Manager resulting in effective solutions for customers and increases to annual contract values. - Establish and build relationships with customers by understanding their business objectives and strategically driving business results and value - Consult on best practices as well as personalized recommendations to ensure maximized utilization of Jobvite systems. - Partner with Jobvite product and engineering as Customer Success team representative in design, requirement gathering, testing, and development of two integrated product solutions for our customers (LinkedIn Recruiter System Connect, Indeed Apply) - Lead Jobvite Hire Administrator Boot Camps and onsite customer trainings for groups of 20+ system administrators on essential, basic and advanced system configurations. - Achieved a score of 4.59 on the CSM survey (92% total score on 5-point scale). Show less

Corporate Recruiter

• Jun 2016 - Aug 2017

Largest global developer of gaming technology and manufacturer of award winning slot machines such as Wheel of Fortune. Merged with GTECH in 2015 to make IGT the world's leading end-to-end gaming and lottery company. • Source, interview and negotiate offers for all open positions within Global Manufacturing and Operations (includes manufacturing, engineering, quality, operations, order management, logistics, warehouse, etc), Global IT support, SAP/ERP business intelligence and… Show more Largest global developer of gaming technology and manufacturer of award winning slot machines such as Wheel of Fortune. Merged with GTECH in 2015 to make IGT the world's leading end-to-end gaming and lottery company. • Source, interview and negotiate offers for all open positions within Global Manufacturing and Operations (includes manufacturing, engineering, quality, operations, order management, logistics, warehouse, etc), Global IT support, SAP/ERP business intelligence and development teams. • Work directly with company vice presidents and department managers in identifying and satisfying employment needs • Part of the SuccessFactors (Applicant Tracking System) quality assurance/testing group for a global roll-out of the new system. • Developed recruiting strategies designed to identify qualified candidates, both passive and active. Awards and Accolades • Building Excellence – Spot Award (x2) – department manager nominated award and recognition for outstanding efforts in recruiting on open requisitions. • Building Excellence – Silver Award (x2) Show less Largest global developer of gaming technology and manufacturer of award winning slot machines such as Wheel of Fortune. Merged with GTECH in 2015 to make IGT the world's leading end-to-end gaming and lottery company. • Source, interview and negotiate offers for all open positions within Global Manufacturing and Operations (includes manufacturing, engineering, quality, operations, order management, logistics, warehouse, etc), Global IT support, SAP/ERP business intelligence and… Show more Largest global developer of gaming technology and manufacturer of award winning slot machines such as Wheel of Fortune. Merged with GTECH in 2015 to make IGT the world's leading end-to-end gaming and lottery company. • Source, interview and negotiate offers for all open positions within Global Manufacturing and Operations (includes manufacturing, engineering, quality, operations, order management, logistics, warehouse, etc), Global IT support, SAP/ERP business intelligence and development teams. • Work directly with company vice presidents and department managers in identifying and satisfying employment needs • Part of the SuccessFactors (Applicant Tracking System) quality assurance/testing group for a global roll-out of the new system. • Developed recruiting strategies designed to identify qualified candidates, both passive and active. Awards and Accolades • Building Excellence – Spot Award (x2) – department manager nominated award and recognition for outstanding efforts in recruiting on open requisitions. • Building Excellence – Silver Award (x2) Show less

Recruiter

• Mar 2014 - May 2016

One of the top global recruiting and staffing companies, with specialized services in aerospace, aviation, commercial, engineering, healthcare, scientific and professional services recruitment. • Recruited and retained entry level to senior management/leadership level professionals in administration, accounting, manufacturing, distribution, engineering, and various other trades. • Worked with Account Managers to identify top accounts, target skill sets, key market segments, and to… Show more One of the top global recruiting and staffing companies, with specialized services in aerospace, aviation, commercial, engineering, healthcare, scientific and professional services recruitment. • Recruited and retained entry level to senior management/leadership level professionals in administration, accounting, manufacturing, distribution, engineering, and various other trades. • Worked with Account Managers to identify top accounts, target skill sets, key market segments, and to assess clients' staffing requirements • Communicated with peers by sharing recruiting 'best practices' and providing accurate, thorough documentation on contract employees in applicant tracking systems or other documentation tools • Maintained relationships with existing and potential client contacts to provide customer service, gain industry knowledge, and get referrals and sales leads • Developed recruiting strategies designed to identify qualified candidates, both passive and active • Negotiated wage rates and other terms and conditions of employment with candidates, and gained commitment from candidates for current and future job requirements. • Managed contract employees while on assignment • Assessed and investigated contractor related problems, and administered performance counseling, coaching, and disciplinary measures when necessary Awards and Accolades • Aerotek Reno Rookie of the Year; 2014 – Awarded to the top performing new-comer to the Reno office. • Aerotek Reno Impact Player of the Year; 2015 – Peer voted award recognizing high performance, leadership, sacrifice, etc. • Aerotek Excellence Award-Contractor and Client Customer Service; Q4 2015 & Q1 2016 – client and contractor “Voice of the Customer” survey feedback awards for achieving industry leading 50% or greater service marks. Show less One of the top global recruiting and staffing companies, with specialized services in aerospace, aviation, commercial, engineering, healthcare, scientific and professional services recruitment. • Recruited and retained entry level to senior management/leadership level professionals in administration, accounting, manufacturing, distribution, engineering, and various other trades. • Worked with Account Managers to identify top accounts, target skill sets, key market segments, and to… Show more One of the top global recruiting and staffing companies, with specialized services in aerospace, aviation, commercial, engineering, healthcare, scientific and professional services recruitment. • Recruited and retained entry level to senior management/leadership level professionals in administration, accounting, manufacturing, distribution, engineering, and various other trades. • Worked with Account Managers to identify top accounts, target skill sets, key market segments, and to assess clients' staffing requirements • Communicated with peers by sharing recruiting 'best practices' and providing accurate, thorough documentation on contract employees in applicant tracking systems or other documentation tools • Maintained relationships with existing and potential client contacts to provide customer service, gain industry knowledge, and get referrals and sales leads • Developed recruiting strategies designed to identify qualified candidates, both passive and active • Negotiated wage rates and other terms and conditions of employment with candidates, and gained commitment from candidates for current and future job requirements. • Managed contract employees while on assignment • Assessed and investigated contractor related problems, and administered performance counseling, coaching, and disciplinary measures when necessary Awards and Accolades • Aerotek Reno Rookie of the Year; 2014 – Awarded to the top performing new-comer to the Reno office. • Aerotek Reno Impact Player of the Year; 2015 – Peer voted award recognizing high performance, leadership, sacrifice, etc. • Aerotek Excellence Award-Contractor and Client Customer Service; Q4 2015 & Q1 2016 – client and contractor “Voice of the Customer” survey feedback awards for achieving industry leading 50% or greater service marks. Show less

Global IT Customer Support Intern

• Jul 2013 - Mar 2014

Largest global developer of gaming technology and manufacturer of award winning slot machines such as Wheel of Fortune. Merged with GTECH in 2015 to make IGT the world's leading end-to-end gaming and lottery company. • Answered 15-20 calls per shift (on average) and as many as 40 calls. • Provided technical assistance and support for incoming calls from all global IGT employees and issues related to computer systems, software, and hardware. • Installed, modified, and repaired computer… Show more Largest global developer of gaming technology and manufacturer of award winning slot machines such as Wheel of Fortune. Merged with GTECH in 2015 to make IGT the world's leading end-to-end gaming and lottery company. • Answered 15-20 calls per shift (on average) and as many as 40 calls. • Provided technical assistance and support for incoming calls from all global IGT employees and issues related to computer systems, software, and hardware. • Installed, modified, and repaired computer hardware and software. • Ran diagnostic programs to resolve problems. • Conducted follow up customer calls to ensure issue was resolved appropriately. Show less Largest global developer of gaming technology and manufacturer of award winning slot machines such as Wheel of Fortune. Merged with GTECH in 2015 to make IGT the world's leading end-to-end gaming and lottery company. • Answered 15-20 calls per shift (on average) and as many as 40 calls. • Provided technical assistance and support for incoming calls from all global IGT employees and issues related to computer systems, software, and hardware. • Installed, modified, and repaired computer… Show more Largest global developer of gaming technology and manufacturer of award winning slot machines such as Wheel of Fortune. Merged with GTECH in 2015 to make IGT the world's leading end-to-end gaming and lottery company. • Answered 15-20 calls per shift (on average) and as many as 40 calls. • Provided technical assistance and support for incoming calls from all global IGT employees and issues related to computer systems, software, and hardware. • Installed, modified, and repaired computer hardware and software. • Ran diagnostic programs to resolve problems. • Conducted follow up customer calls to ensure issue was resolved appropriately. Show less

Assistant Manager

• Aug 2011 - Jul 2013

• Oversaw and managed all areas of the restaurant and made final decisions on matters of importance to guest service. • Managed shifts (up to 12 employees), which included daily decision-making, scheduling, planning while upholding standards, product quality and cleanliness. • Ensured positive guest service in all areas. Responded to complaints, taking any and all appropriate actions to turn dissatisfied guests into return guests. • Oversaw and managed all areas of the restaurant and made final decisions on matters of importance to guest service. • Managed shifts (up to 12 employees), which included daily decision-making, scheduling, planning while upholding standards, product quality and cleanliness. • Ensured positive guest service in all areas. Responded to complaints, taking any and all appropriate actions to turn dissatisfied guests into return guests.