Experience

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  United states air force

  Jul 2001 - Sept 2007

  Financial analyst supervisor military pay
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  Southwest airlines

  May 2011 - May 2019

  Reservations specialist
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  Quantum strategic consulting

  Jun 2019 - Mar 2024

  Owner
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  Houghton mifflin harcourt

  Sept 2021 - now

  • Configuration and Customization: Configure and customize the Gainsight platform to align with the organization's customer success strategy and goals.• Data Management: Manage and maintain customer data within the Gainsight platform, ensuring accuracy and completeness.• Workflow Automation: Design and implement workflows within Gainsight to automate processes related to customer onboarding, lifecycle, retention, and expansion. • Integration: Collaborate with IT and other relevant teams to integrate Gainsight with other systems and tools used across the organization.• User Training: Provide training to users on Gainsight functionalities, ensuring the team can effectively leverage the platform for customer success initiatives.• Reporting and Analytics: Develop and generate reports and analytics to track key customer success metrics and provide insights for decision-making.• Platform Maintenance: Monitor the health and performance of the Gainsight platform, troubleshoot issues, and implement updates as needed.• Collaboration: Work closely with cross-functional teams, including customer success, sales, and marketing, to understand their requirements and tailor Gainsight accordingly.• Best Practices: Stay informed about industry best practices related to customer success and Gainsight administration and implement these practices within the organization. 收起 • Assists in the administration and optimization of the Gainsight platform to enhance customer success initiatives • Support configuration, management and maintenance of Gainsight including rules, reports and dashboards, workflows and other configurable parts of the application for end users • Collaborate with cross-functional teams to gather business requirements that impact Gainsight and the CRM, and configure the system to meet those needs (partnering with other operations teams as needed) • Participate in integrating Gainsight with various systems, ensuring data accuracy and consistency • Help monitor and report on customer health scores, usage data, KPIs and success metrics • Assist in management of documentation and training materials for Gainsight processes and practices • Provide technical support to team members and assist in user training • Proactively offer recommendations to improve efficiencies through development and adoption of best practices and standardized procedures for CS • Collaborate on project management and planning activities, focusing on continuous improvement and implementation of new features within Gainsight • Aid in the rollout of new features and updates in Gainsight • Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies 收起 In support of the Project Manager, coordinated project schedules for team of 25, resources & information. Created electronic filing management system & maintained comprehensive project documentation, implementation plans, & reports. Monitored program/project implementation progress & completion of team’s actions using customized combination of Smartsheet & JIRA. Coordinated with project teams to support gathering project requirements, scope and objectives. Prepares decks & agendas, takes & distributes meeting minutes. 收起

  • Associate Revenue Systems Manager

    Mar 2024 - now

  • Associate Business Intelligence Analyst

    Apr 2022 - Mar 2024

  • Project Coordinator

    Sept 2021 - Apr 2022