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Skills

  • Customer Retention Campaigns
  • MS Office
  • Customer Success Dashboard Monitoring
  • Business Administration
  • Customer Lifetime Value (CLTV) Optimization
  • Organization
  • Customer journey mapping
  • Customer service
  • First Aid/CPR
  • Relationship development

Work Experiences

  • Completed project management under budget and on time in order to meet project objectives.
  • Contributed to an interdepartmental task force.
  • Collected insights from top 6 enterprise customers.
  • Achieved a 61% increase in user engagement.
  • Devised creative sales and marketing strategies to help the company grow.
  • Achieved growth over 17 consecutive quarters.
  • Decreased churn by 26%.
  • Achieved a 22% boost in renewal forecasting accuracy.
  • Created frameworks for SMB and enterprise clients.
  • Contributed to a 81% increase in upsell conversions.

Summaries

  • Within Miscellaneous, senior Director of Customer Success and outstanding performer in risk assessment and stakeholder engagement.
  • Operations, financial administration, and key program areas are all areas where she excels.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved a 55% increase in product utilization.
  • With accomplishments in sales, marketing, advertising, and executive management, she is forward-thinking and proactive.
  • Successful Director of Customer Success with 4 years of progressive Miscellaneous experience.
  • Results-driven Miscellaneous executive with a proven track record of streamlining operations, increasing profits, and increasing market penetration.
  • As a key to success, a decisive leader promotes operational improvements, market expansion, and a positive corporate culture.
  • Achieved 38% growth in engagement.

Accomplishments

  • Partnered with Sales and Marketing to strategize customer success initiatives that contributed to 42% year-over-year growth in net retention rate.
  • Developed account management strategies that contributed to a 81% growth in customer renewals and a 6 increase in upsell revenue.
  • Introduced automated customer feedback loops using Asana platform, leading to a 31% improvement in average NPS score post-deployment.
  • Analyzed customer usage data to identify at-risk accounts and proactively addressed concerns, leading to a 47% decrease in churn.
  • Achieved a 59% reduction in escalations from key customers by proactively tracking and addressing customer concerns before they became critical issues.
  • Implemented a data-driven approach to upsell opportunities, driving 8 in additional product revenue across the past year.
  • Collaborated with team of 16 in the development of procedure.
  • Reduced Implementation-to-Adoption lead time by 16% with the introduction of more efficient onboarding and training methodologies.
  • Orchestrated quarterly business reviews (QBRs) with key accounts, maintaining a renewal rate of 85% and uncovering expansion opportunities valued at $13.
  • Improved customer segmentation and tailored success plans using CRM insights, resulting in 50% growth in high-value customer retention.

Affiliations

  • American Marketing Association (AMA)
  • Society of Customer Service Professionals
  • Association of Business Process Management Professionals (ABPMP)
  • American Marketing Association
  • Association for Computing Machinery
  • Customer Experience Measurement Association (CXMA)
  • Technology Services Industry Association (TSIA)
  • Global Digital Customer Experience Council
  • Customer Success Leadership Network (CSLN)
  • User Experience Professionals Association (UXPA)

Certifications

  • Customer Success Manager (CSM) Certification from SuccessHACKER
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Digital Customer Experience (DCX) Certification by CX Academy
  • Salesforce Certified Administrator
  • Certified Customer Experience Professional (CCXP)
  • Certified Business Analysis Professional (CBAP)
  • Customer Service and Support Automation Certification by Automation Anywhere
  • Certified Strategic Account Manager (CSAM) from the Strategic Account Management Association (SAMA)
  • Voice of the Customer (VoC) Certification from Qualtrics
  • Certified CliftonStrengths Coach (Gallup)

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