Regional Manager of Customer Success
2018 - 2019 (9 months)
•Manage team of Customer Success Managers and Associates, and oversee Product Support Team. •Take high-level business goals and define metrics, creation of presentations...more and collateral as well as reports / dashboards tracking progress, influence organizational behavior, drive forward-looking strategy, and identify operational gaps. •Work cross-functionally with key business units to ensure alignment of strategy and direction; ensuring strategic decisions are supported through data and analysis.
Head of Implementation and Customer Success
2018 (4 months)
* Created implementation and onboarding structure from the ground up. Defined and own the entire post sale customer lifecycle - implementing best practices and mapping customer...more journey. Define, and manage all operational metrics for the organization from high level KPIs / OKRs to individual client scorecards. * Developed processes uncovering at-risk client behavior, acting quickly to avoid potential churn. Influence future lifetime value through CSAT and overall health scores.
Program operations mgmt for domestic/international clients. Coordinate all logistics for design/development/budgeting/delivery/wrap. Analyze/interpret feedback for actionable...more items & streamlining business processes. Communicate insights. Client account mgmt, primary between department & client, manage client contact, & daily ops. Maintain client database, implement dept business development & marketing strategies. Beta testing for Enterprise software, analyze RFPs, experience with CRM databases.
Orange Coast College - International Student Admissions
Developed/implemented new dept processes. Communicated key insights across all levels of org. Processed POs, A/P, Board approvals, & conference authorizations. Processed...more new-hire paperwork, on-boarded new hires, managed student assistants/hourly employees. Analyzed survey responses, transforming data into actionable items. Coordinated orientations/workshops/cultural activities/study abroad/recruitment. Created recruitment plan for prospective students, developed targeted advertising campaigns.
Orange Coast College - School of Sailing & Seamanship
Organized events, coordinated facility usage for community and district use, and kept updated calendar of upcoming classes. Contacted outside agencies to coordinate events,...more and pro-bono activities for youth. Assisted accountant, coded invoices, documented incoming accounts payable, and adjusted budget allotments. Responsible for contacting outside vendors, tracking upcoming classes, ordering office supplies and items for bookstore, overseeing stock management.
12Twenty,Lead Program Operations Manager & Client Account Manager,Orange Coast College - School of Sailing & Seamanship,Orange Coast College - International Student Admissions,My Ally,JOOR,BloomNation
What I Do
Self-proclaimed data dork, as well as being an operations and logistical ninja. Problem solver able to multi-task and deliver results in a fast-paced environment under tight/fluctuating deadlines. Strong communicator with laser-beam focus on clients and results. Ready to jump into action.
-Completely overhauled entire onboarding process across all verticals and all client-facing onboarding collateral materials. Developed guidelines for streamlined and efficient procedure--increasing client success, and decreasing time spent on task for Operations, Data, and Product teams. Spearheaded all client onboarding accounts for new product launches and verticals, expanding company reach and overall market penetration.