Holly Baylor-Hampton

Experience

• 

  Self-employed private tutor

  Sept 2009 - May 2013

  English Tutor/Editor
• 

  Robin Alexander Bistro

  Mar 2012 - May 2013

  Server/Headwait
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  Infor

  Sept 2013 - Mar 2015

  Associate Customer Success Manager - PeopleAnswers

  • Consulted with the franchise owners of our largest clients to assist in building out unique process flows to align with company standards• Implemented and managed franchise customers throughout their lifecycle on the platform• Created and monitored department-wide metric reports to ensure the alignment of team members and consistent service delivery• Re-invented and documented internal processes to increase efficiency • Designed both internal and customer-facing content for various process and external events• Trained new team members Show less

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  AppFolio Inc.

  Mar 2015 - Mar 2016

  • Managed a portfolio of customers directly out of the data import process to consult on business flow and customization• Served as a point of escalation for attrition risk indicators measured early in customer lifecycle• Work with C-level stakeholders towards expanding their vision by evangelizing the capabilities of the platform • Customized the platform as customers’ strategic visions changed/grew• Collaborated across multiple departments to ensure customer success• Provided product feedback in regular reviews with the Product Management team Show less

  • Customer Success Manager

    Sept 2015 - Mar 2016

  • Associate Customer Success Manager

    Mar 2015 - Sept 2015
• 

  Cozy

  Mar 2016 - Jul 2016

  Customer Experience

  • Served as the SME for the Cozy product line, including base platform and all integrations• Consulted closely with Engineering and Design for future product development• Designed and created content for customer issues, as well as internal training materials

• 

  Salesforce

  Jul 2016 - now

  • Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals , assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives• Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds• Guide a customer on org strategy, governance and change management best practices based on customer needs• Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan• Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan.• Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth• Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & stakeholders• Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates Show less * Deliver demos of Service Cloud and translate business needs into functionality/features* Partner with multiple levels to develop migration success plans; help advance Service Cloud opportunities* Lead value discussions with our most strategic customers* Establish relationships at all levels of the customer organization and leverage their influence throughout the customer journey* Partner with renewals and help drive swaps proactively engaging with accounts to ensure renewal likelihood* Anticipate issues and proactively mitigate risks; smoothly handle objections and able to diffuse difficult conversations* Serve as a customer point of contact for escalations; manage escalated customers to healthr* Collaborate with other internal teams on projects, programs and tasks* Develop new content, implement new programs and innovate new methods based upon identified needs to contribute to customer success- Salesforce Certified Administrator- Salesforce Certified Advanced Administrator- Salesforce Certified Sales Cloud Consultant- Salesforce Certified Service Cloud Consultant- Salesforce Certified Marketing Cloud Email Specialist Show less • Consulted with a portfolio of enterprise Salesforce clients aimed at driving improved adoption across Salesforce to achieve maximum client value/ROI.• Promoted maximum value from client investment in Salesforce, ensuring clients maximize license utilization, identify new opportunities via up-selling/cross-selling, and collaborate with sales teams to ensure growth attainment and increased footprint.• Proactively and re-actively analyzed client data/usage metrics to ensure client health while engaging in strategic/consultative discussions with VP and C-level executives centered on client adoption, industry and implementation best practices and personalized recommendations to ensure your customers maximize value from their investment in Salesforce.- Salesforce Certified Administrator- Salesforce Certified Advanced Administrator- Salesforce Certified Sales Cloud Consultant- Salesforce Certified Service Cloud Consultant- Salesforce Certified Marketing Cloud Email Specialist Show less

  • Senior Manager, Customer Success Manager

    Feb 2022 - now

  • Principal High Touch Success Manager, General Business

    Aug 2020 - Feb 2022

  • Senior High Touch Success Manager, General Business

    Dec 2019 - Aug 2020

  • Senior Customer Success Manager, Service Cloud Migrations

    Jan 2018 - Dec 2019

  • Customer Success Manager, Scale

    Jul 2016 - Jan 2018