Felicia Zorn

Experience

• 

  Hamilton County Schools

  Aug 2011 - May 2012

  Elementary Teacher

  Taught 4th grade all subjects. And worked as the 5th Grade Saturday Writing Academy Teacher. Served as an after school tutor for 4th grade math which is funded through Urban League in Hamilton County. Trained in the Best Practices of Mathematics, the Balanced Literacy Framework, enVision math curriculum, Classroom Management Training with Mark McLeod, Smart Center Training with April Deceasere, and School Wide Behavior Support staff.

• 

  Gordon County Schools

  Aug 2012 - Jul 2014

  8th Grade English Teacher

  Taught at 8th grade Reading and Writing at Ashworth Middle School breaking school records for scores on the 8th grade writing test.

• 

  Forsyth County Schools (Georgia)

  Jul 2014 - Sept 2016

  Teacher

  Taught 6th-grade reading and language arts to 150+ Vickery Creek Middle School students. Created lesson plans based on curriculum guidelines. Incorporated instructional strategies to engage students and promote active learning.

• 

  Progress Learning

  Sept 2016 - Mar 2024

  Earned multiple promotions with increasing leadership responsibility for an educational technology company providing state standards-aligned content for grades K-12 across the Southeastern United States and Texas. ➣ Leads a multi-faceted seven-person team of managers and sales representatives, providing strategic direction, guidance, and hands-on support. Accountable for a monthly budget and profit and loss (P&L).➣ Achieved consistent >100% net retention YoY for enterprise customers in FY22 and FY23➣ Instituted a Customer Satisfaction (CSAT) system, consistently scoring an average of 4.6/5, with response times under one hour and closure times under four hours.➣ Championed the successful rebranding of the entire customer base (USATestprep and Education Galaxy), ensuring a seamless transition and widespread adoption of the new platform.➣ Formulated and executed a comprehensive playbook for customer interactions and support during the brand relaunch, resulting in a 60+ point increase in Net Promoter Score (NPS).➣ Developed and presented detailed board packets encompassing market analysis, recommendations, and key findings, empowering informed executive-level decision-making.➣ Utilized Salesforce (Sales Engagement and CPQ), Pendo, and Outreach to create reports and dashboards. ➣ Tracked revenue metrics, assessed customer health, and streamlined procedures.➣ Reduced customer churn and maintained industry-leading retention rates by addressing concerns and ensuring clear communication channels Show less Supervised a nine-person customer success team, focused on upsells and retention, adopting a player-coach mentality to delve into details and to implement best practices. Traveled to 75 high-priority districts and state educational events to evangelize and promote the company’s offering and mission. ➣ Collaborated daily with the chief academic officer, executing successful executive outreach opportunities to over 50 organizations in FY19, building rapport and trusted relationships with 50 decision-makers. ➣ Instituted an all-encompassing playbook for strategic account management, emphasizing prospect upsell campaigns, inbound lead scoring, and fast-track renewals, resulting in a 120% increase in workflow efficiency between FY19 and Q1 of FY21.➣ Orchestrated the integration of two customer success teams following a merger with Education Galaxy in Dallas, TX. Revamped SFDC dashboards and reports to empower the team to manage the pipeline, drive upsells, deliver outstanding customer service, and maintain clean data for internal teams.➣ Advocated for improvements and implemented best practices across the organization, collaborating with merged team members to create a unified brain trust.➣ Identified areas of opportunity in business development evaluation by designing and rolling out a rigorous framework evaluating potential business opportunities against ten criteria. Show less Engaged in cross-functional collaboration to enhance workflows and identify areas for continuous improvement. Assisted with training and mentoring peers and new hires daily. Utilized client relationship management expertise to deliver ten interactive lectures, demonstrations, group discussions, team exercises, and surveys quarterly.➣ Recognized by leadership for surpassing sales targets by over $200,000 in FY18 and FY19.➣ Merged sales proficiency with training skills, delivering over 100 sales demos and hosting topic-based sales webinars with 1000+ participants over one year.➣ Leveraged historical coaching skills to conduct 75+ on-site and remote training sessions.➣ Conducted research into the Department of Education for over 35 states, identifying trends in education into content for sales and retention-related articles provided to various clients. Show less Coordinated and led comprehensive training to 1000+ teachers and administrators over two years. Spearheaded onboarding processes, ran educational webinars, and aided new subscribers utilizing site resources.➣ Performed in-depth market research to generate new leads, completing onboarding processes for 200+ clients. Instrumental in contributing to a 50% growth in annual revenue for two consecutive years.➣ Directed sales and customer support efforts, resolving 2500+ inquiries from teachers, administrators, coaches, students, and parents. Generated pricing requests and custom quotes throughout the employment span. Show less

  • Vice President of Customer Success

    Sept 2022 - Mar 2024

  • Senior Director of Customer Success

    Apr 2022 - Sept 2022

  • Director Of Business Development

    May 2019 - Apr 2022

  • Solutions Consultant

    Jul 2018 - May 2019

  • Training and Implementation Specialist

    Sept 2016 - Jun 2018
• 

  Lexicon Tech Solutions

  Aug 2024 - now

  Vice President of Customer Success