Alex Ross

Experience

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  Camp Twin Lakes

  May 2013 - Aug 2016

  Outdoor Adventure Leader

  - Supported the mission of Camp Twin Lakes by providing life-changing camp experiences to children and young adults with serious illnesses, disabilities, and other life challenges - Trained and supervised 12 staff members, evaluated their performance, and developed weekly schedules for daily outdoor adventure activities- Facilitated sessions at the zip line, archery range, ropes course, rock wall, giant swing, pamper pole, and group initiatives course to foster independence, teamwork, and patience Show less

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  Cook Children's Health Care System

  May 2017 - Aug 2017

  Child Life Intern
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  Children's Healthcare of Atlanta

  Oct 2017 - Nov 2019

  Certified Child Life Specialist

  - Piloted program in which child life specialists met patients in the ambulance bay or helipad to introduce services and provide support prior to arrival to trauma room- Served as house coverage on evenings/weekends, responding to needs throughout the hospital- Offered training, guidance, and management to approximately 30 volunteers annually- Served as a member of the 4-person Beyond the Classroom committee, helping to plan and implement an educational seminar for college students interested in the field of child life Show less

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  Children's Hospital Colorado

  Dec 2019 - Apr 2022

  Certified Child Life Specialist/Patient Success Manager

  Secondary facility dog handler in the Emergency Department.- Created and implemented individualized care plans and assessed and prioritized patient needs for up to 15 patients per 8-hour shift- Provided diagnostic and procedural teaching and education regarding a new or ongoing healthcare experience to an average of 40 patients per week- Facilitated alternative focus and pain management coaching- Provided grief and bereavement support and resources in both acute and chronic settings- Spearheaded data collection for a quality improvement project on pediatric emotional safety- Collaborated with multidisciplinary team, including doctors, nurses, social workers, and others, to advocate for patient and family needs- Designed preparation materials for weight restoration patients transitioning from the inpatient medical unit to the eating disorder unit- Contributed to the creation of behavioral support plans for chronic/long-term patients Show less

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  Brandfolder

  Apr 2022 - Jan 2023

  Associate Customer Success Manager

  - Managed 123 individual accounts, providing ongoing training and troubleshooting to boost adoption and develop client relationships- Hosted annual business reviews with assigned accounts, collecting data to highlight their success and identify areas of opportunity- Liaised with other departments, including product, engineering, sales, and implementation, to improve the platform and ensure customer needs were met - Generated upsell opportunities in collaboration with sales to improve customer experience- Facilitated monthly webinar training series to enhance existing clients’ use of the platform - Documented customer concerns and escalated challenges as needed Show less

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  Salesforce

  Jan 2023 - now

  - Onboard an average of 16 Signature clients monthly, providing personalized program education to maximize customer engagement and satisfaction- Partner with Customer Success Managers (CSMs) and internal account teams to customize onboarding experiences, driving alignment with client goals and enhancing program adoption- Identify and educate clients on underutilized program features to reduce attrition risk and increase retention- Spearheaded a content task force to enhance customer-facing content, contributing to brand consistency and improving overall customer experience- Engage actively in Mentor Circles and volunteer opportunities, having already surpassed current goal of 12 VTO hours in FY25 - Certified Salesforce Administrator & Advanced Administrator- Serve as a Trail Guide for new hires, offering education and support to ensure a smooth transition to the role Show less

  • Customer Success Area Lead

    Feb 2025 - now

  • Signature Success Customer Onboarding Specialist

    Jan 2023 - Apr 2025