Hazel Holden

Experience

• 

  Nature Adventures

  May 2015 - Dec 2021

  Front Office Employee and Tour Guide

  Handle customer service, logistics of rentals/tours, and train employees.

• 

  College of Charleston

  Feb 2017 - May 2019

  Tour Guide

  Sell and represent The College to prospective students.

• 

  Charleston RiverDogs

  May 2017 - Aug 2017

  Event Planning Intern

  - Assist with fundraising and event planning efforts. - Hands-on even planning experience by soliciting sponsors, creating and coordinating the drafting/distribution of promotional materials, sell tickets, manage event staff and volunteers, and cover the logistics of the event. - Manage and implement a plan for securing silent auction item.

• 

  Charlestowne Hotels - Innovative Hospitality Management

  Oct 2018 - May 2019

  Corporate intern

  - Pioneered their operations internship with the College of Charleston- First semester consisted of a rotational hotel internship the first semester in The French Quarter Inn, Spectator Hotel, and HarbourView Inn for all in-house departments. - Second Semester was spent in the corporate office participating in the operations department.- Created standard operating procedures

• 

  Blackbaud

  Jul 2019 - Apr 2021

  Business Development Representative

  - Prospect into EMG prospect, EMG client, and Nationals sales teams- Work closely with demand generation marketers, AE's, and sales managers to be strategic in campaign management- Participate in hiring, onboarding, training of new BDR's, and created vertical specific training for onboarding- Average percent to quota 114%

• 

  GoCanvas

  Apr 2021 - now

  Own, report, and reduce company churn and contractionLead a team of three, managing retention and collections efforts while fostering cross-departmental collaboration.Player coach position responsible for the retention strategies for a portfolio of upper mid-market and enterprise accounts totaling $20M in ARR Drive customer retention campaigns as part of the Customer Engagement Leadership TeamFacilitated the transition of renewals within the Customer Success TeamCollaborate across departments to streamline processes and initiativesSuccessfully resolved 215 escalations, retaining ~$3,771,782.64 in ARRSpearhead the revamp and launch of the escalation process, resulting in saving 40% of our at risk revenue. Company Acquisition and Team MergeCreated and implemented a 1:many onboarding experience by targeting the right message at the right time. Decreasing the time to value for our clients by 36%Led cross-functional initiative to save at-risk customers, resulting in ~$1,706,563.80 ARR saved Assume responsibility for managing the escalation process across all accountsDevelop and execute small market onboarding journey with an average completion time of 32.57 daysEstablish standardized operating procedures for enhanced efficiencyContribute actively to hiring and aiding in the selection of new team members.

  • Manager, Customer Engagement

    Aug 2024 - now

  • Senior Customer Engagement Manager

    Sept 2022 - Aug 2024

  • Customer Engagement Manager

    Jan 2022 - Sept 2022

  • Client Engagement Specialist

    Apr 2021 - Jan 2022