Laura Caitlin Smith

Experience

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  Patrick Properties Hospitality Group

  Jan 2013 - May 2013

  Events Intern

  -Coordination and execution of events. -Managed event timeline and day of schedules.-Meeting deadlines with preferred venders.-Assisting in creating event packets including: rental sheets /contracts, bar pull sheets, food and beverage inventory, to do lists, and staffing assignments.-Assisted in management of staff, food & beverage service, and accommodations.-Acting as liaison between company and venders.Managed costumer service by dealing with day of obstacles.

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  Dorchester School District 2

  Aug 2014 - Jul 2017

  Teacher, Curriculum Developer

  Formed and managed program for 180 students, with emphasis on Fine Arts. Created, delivered in-person instructional activities. Also responsible for designing district-wide curriculum and guiding fellow teachers in best curriculum development practices. Won “Rookie Teacher of the Year" for 2014/15 school year.

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  WIND Radio-Salem Communications

  Jul 2017 - Jul 2018

  Sales Coordinator

  Hybrid role serving as Sales Coordinator and EA to top-ranking Sales Executive. Coordinated calendars, facilitated order processing, and crafted branding materials using Adobe Creative Suite. Oversaw 50 vendor relationships, ensuring ongoing product/service purchases.

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  Gwinnett County Public Schools

  Jul 2018 - Jul 2022

  K-12 Teacher

  Senior and autonomous role, overseeing Performing Arts program. Developed, facilitated online and in-person instructional activities for group of 130 learners; accommodated different learning styles to elevate knowledge transfer and maximize rates of student attainment. Evaluated learning outcomes via survey and adapted teaching accordingly. Utilized leading-edge technology and learning management software to optimize and enrich the learning environment. Managed expectations of a complex stakeholder network. -Pioneered a sustainable, school-based initiative that successfully integrated Arts into Engineering.-Spearheaded partnership between Paul Duke Stem High School and Georgia Institute for Technology (Georgia Tech); led team of 10 in delivering initiatives that increased Student Graduation Rate and lifted enrollment in STEM-related fields.-Nominated for “Teacher of the Year” for four consecutive years.-Acquired robust grounding in project management best practices; masterminded empowering project-based curriculum with focus on imparting real-world skills that yielded 90% graduation rate and saw students master ‘design-thinking’.-Orchestrated seven design-centric projects, including content creation through podcasts, live productions, and technology integration. Coordinated all aspects of 10 elaborate student shows featuring up to 120 students, with ~1K attendees.-Partnered with 15-person Georgia Tech team on initiative aiming to address under representation of Hispanic females in engineering, resulting in notable increase in summer program enrollment. Show less

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  IRONSCALES

  Jan 2022 - Jan 2024

  Customer Success Manager

  Took charge of diverse portfolio of 79 accounts (36 small businesses, 31 mid-market entities, and 12 strategic/enterprise accounts), collectively producing $2M+/yr. revenue. Tasked with maximizing customer value harnessing power of IRONSCALES platform. Partnered directly with customers, providing consultative guidance, elevating the onboarding process, and tackling complex challenges. Welcomed opportunity to shape strategic decisions along entire product roadmap, fostering collaborative synergy across cross-functional teams. -Maximized value generated for customers from their investment in IRONSCALES SaaS product.-Achieved 99% annual retention rate with 60-point Net Promoter Score (NPS). Trained and seamlessly onboarded customers onto IRONSCALES' Integrated Cloud Email Solution while role-modeling a customer-first, solution-led approach. -Played integral role in implementation of newly adopted low-touch CSM model for small to mid-market accounts. Led tech webinars attended by up to 100 people that boosted customer adoption. Bridged gap between clients and product team.-Optimized integrated solution for enhanced security and efficiency. Performed comprehensive assessments, including technical diagnostic exams, to flag vulnerabilities, detect gaps, and determine areas for improvement.-Boosted ARR (annual recurring revenue) by ~$46K resulting in 106.43% NRR (net revenue retention).-Delivered outstanding customer experience that increased upsell volume by $150K while retaining ~$2M in renewals and securing ~$2M in new recurring revenue, as well as effectively limiting churn by $19K between Q4 2022 and Q3 2023.-Stepped up to take on accountability for additional accounts when CSM team dwindled due to layoffs. Successfully covered duties outside of job description in late-stage start-up environment, incl. account management & sales engineer-type activities. Show less

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  Marker Learning

  Mar 2024 - Sept 2024

  Implementation Manager

  First Implementation Team hire as this rapidly scaling company sought to extend its reach; accountable for overseeing and optimizing the implementation experience at point when no formal process existed and Marker had urgent need for well-defined protocol and clear end-to-end customer journey. Operated at forefront of District partnerships (20 – 30 in total, with student cohorts of 21K to 47K), generating $1M/yr. revenue for Marker; handled onboarding and account management. Duties included rollout planning, launch testing, growth opportunity identification, process improvement, and troubleshooting issues. Steered up to 5-10 concurrent implementations at any time. -Devised new implementation process to achieve superior customer experience and synergized internal workflows.-Created streamlined delivery model that positioned Marker for success during growth phase; leveraged data to transform internal delivery accuracy, budgeting, and pipeline management. Overall delivery time of products & services reduced 33.3%. -Co-founded new Implementation Hub within ClickUp, with hub becoming company's single source of truth for implementations in 2024/25, tracking 70+ KPIs across up to 30 District launches. Served as primary decision-maker throughout process.-Slashed remediation time for support; initiated use of support ticket tracking in Zendesk with JIRA-based bug remediation. Integrated support tickets with account history info via Salesforce and incorporated ticket data into account health metrics. -Elevated the user journey from Sales to Success, ensuring maximized ROI for adopters of the technology.-Afforded Marker valuable insight into account health & deeper understanding of account history. Authored and won approval for business case to implement OKRs & District launch KPIs. New metrics enabled data-led decisions and trend identification. Show less

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  Frontline Education

  Feb 2025 - now

  Professional Services Consultant