Experience

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  Video marketing systems

  Jun 2014 - Aug 2015

  Data entry and management

  - Data-Base Entry and Management- Customer Service and Telephone Support- Assisted in the timely and accurate creation and submission of bids and contracts to secure work with government entities, educational institutions and private corporations- Entered Sales Orders for End-Users and Purchase Orders for Vendors. - Processed Payments and assisted in Accounting Departments receivable and payables

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  Yelp

  Sept 2016 - Jun 2019

  Spoke with SMB customers to drive engagement and continue to drive value of Yelp Advertising. - Assisted customers with managing their accounts, advertising subscriptions, and public engagement best practices- Demonstrated strong time management skills as communication was both inbound via queue and outbound- Worked closely with management and cross functional teams to provide customer feedback and collaborate on new retention strategies- Discussed new and roadmap feature enhancements Show less - Demonstrated exceptional sales skills and product knowledge to exceeded expectations through persistence and tenacity while cold calling,- Rapidly and effectively learned system software and new sales strategies through implementation of training and feedback, as well as continuous self-development and self-awareness.- Proved excellent understanding of financial budgeting, assisting clients to realize their ability to achieve heightened goals by modeling business growth potential through future cash flows. Show less

  • Customer Success Manager II

    Nov 2017 - Jun 2019

  • Account Executive

    Sept 2016 - Nov 2017
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  Goto

  Jul 2019 - now

  Own and nurture client relationship for a book ~100 customers using both uCaaS and SaaS products and ensure my customers are accomplishing their desired business outcomes by use of our products, and ultimately ensure their success. - Outreach to my account base to add unique value specific to each customer. This includes but not limited to: engaging low usage customers, account instance reviews (What's new, What's coming?), product/user experience feedback sessions, and retention initiatives- Create outreach templates for the Customer Success Department on a quarterly basis that included product updates, beta programs, and feature releases to prompt engagement and drive high product adoption. - Highlight and inform about new features, product best practices, and ensure customers are armed with resources to self-serve appropriately. - Advocate for the customer internally, to champion for their needs with our Product Teams, Support Teams etc. Show less A member of the first 1:many model Customer Success Team at LogMeIn and responsible for a book of ~10,000+ to educate our unified collaboration customers on best practices, product questions, increase adoption, and retention situations. Since this was a new role at LMI: - Created new processes and unique outreach strategies- Tracking tools and metrics to show the value being brought to customersDay to day role included:- Outreached to a variety of accounts to add unique value specific to each customer. This includes but not limited to: engaging low usage customers, account instance reviews (What's new, What's coming?), product/user experience feedback sessions, license deployment training- Live Training: Weekly sessions to teach new organizers the basics of our products with live Q&A sessions at the end for advanced user questions- Partnered internally: Align frequently with other departments such as sales, support, and product to advocate for customers. Strong partnerships help in retention situations, relaying product feedback, and increase visibility to any customer issues to work towards resolutionOutside of the day to day role:- Improved efficiency through our CRM (Salesforce with Gainsight)- Refreshed and tested new email outreach strategies - Communicated and actioned manual software updates for specific customers in a high-security, locked down environment. Show less

  • Life Cycle Customer Success Manager

    Jan 2022 - now

  • Customer Success Manager

    Jul 2019 - Dec 2021