Alana Pennino Email & Phone Number

Raleigh, North Carolina, Us

My role at Waggl was to support my clients in driving organizational improvement by engaging the voice of their employees. I worked with Enterprise customers across various verticals to quickly and successfully onboard the Waggl platform, promote widespread adoption, create custom question sets to drive actionable outcomes, and offer best practice thought leadership. I then used survey results to help my clients develop insights-driven employee engagement strategies. --Successfully and consistently built iron-clad relationships with C-level stakeholders, and ensured they continually derived business value from our SaaS product--Managed $1.5M of ARR and worked closely with Account Managers to support up-sell opportunities and multi-year renewals--Helped grow Waggl client base by 330% between 2017 – 2021, with a gross retention rate of 92.3% in Q4 of 2020; 82.69% 2020 overall--Spearheaded launch of external NPS Survey initiative, and shared insights and suggested action items with other functions to make sure customer feedback drove internal improvement--Created New Hire Onboarding program and mentored junior CSMs to quickly ramp and independently manage their book of business--Led implementation of Gainsight, coordinated with Salesforce admins to integrate product, and trained colleagues on best-practice use--Acted as a coach, project manager, consultant and product specialist, with the goal of creating super users and evangelists; then, leveraged the relationships into customer references, webinars, and case studies--Identified common customer challenges to help define a scalable onboarding experience, and partnered with Product Managers and Developers to escalate and address customer pain points--Helped create and adapt a library of customer resources, including training scripts and videos, onboarding program guides, and communication templates

San Francisco, Ca, Us

I partnered with Glassdoor customers to help them maximize the business value of our jobs advertising, employer branding and recruiting strategy services. My role was to understand a client's branding and recruiting goals and align them to Glassdoor solutions.--Partnered with Glassdoor customers to help them optimize business value of jobs advertising, employer branding and recruitment strategy services--Worked closely with Sales to ensure customer growth and renewal within the product suite by managing customers’ success metrics and expectations, monitoring and measuring customer satisfaction, and succinctly communicating ROI--Collaborated with clients to guarantee successful platform implementation, then built long-term partnerships which established trust and encouraged product engagement--Assisted in the post-sales lifecycle for Glassdoor’s portfolio of enterprise customers, serving as a trusted advisor for a $4.2M book of business--Used Salesforce and Gainsight dashboards to diagnose churn risks and identify cross-sell opportunities--Trained new team members on best practices, and guaranteed seamless account transitions--Analyzed usage data to draw insights, with the goal of communicating findings to the customers and adjusting campaigns for better marketplace performance--Teamed up with Marketing function to produce webinars for both prospects and existing clients

New York, Ny, Us

--Facilitated engaging SAT and SAT II preparation classes for individual and groups of high school-age children --Planned class schedules and syllabi to ensure efficient and strategic training delivery--Leveraged complex Princeton Review strategies to improve students’ scores by an average of 200 points--Provided one-on-one college application counseling to students and their parents

--Managed software and web-based translation projects from market testing through delivery for clients including Aramark, Polo, Nikon, and Gucci--Billed an average of $150,000 per month for completed projects --Coordinated communication among clients and various production teams to maximize efficiency and profit--Developed project plans, budgets and timelines to meet the needs of clients and translators--Served as a client advocate to troubleshoot project challenges and create manageable solutions

New York, Ny, Us

--Managed printed translation projects for clients including Citibank and Wells Fargo--Analyzed project data to match linguists to clients and to create strong production teams--Managed high volumes of jobs, generating thousands in monthly revenue while maintaining excellent relationships with all members of the project team--Liaised between Account Executives and linguists in every country, and resolved quality issues immediately by implementing the proper quality controls

--Supported Marketing Manager and Market Specialist Team in launching new texts and corresponding supplements--Analyzed data from classroom surveys to create strategic marketing plans and new tools for Sales Representatives--Carefully generated invoices and tracking payments to ensure prompt reimbursement--Managed the production of a bi-weekly newsletter that provided critical information and announcements to all staff --Facilitated market research by updating Book In Use competitor information for Representatives and Managers, and organized the information into pragmatic targeting and tracking spreadsheets--Eight month gap taken to travel and teach English and test preparation in China

--Conducted ex-patriot market research to determine new trends in Shanghai culture and bring them to the English-speaking community in an appealing and manageable format--Reviewed Shanghai restaurants, bars, and openings for both print magazine and website and appraised newly published China-centric literature--Created concise and original write-ups to publicize choice upcoming events and help ex-patriots navigate the city --Contacted authors and event managers for interviews and composed compelling questions in line with the overall tone of the magazine--Developed unique voice and created both virtual and hard-copy portfolios of published articles

B.A, Visual Arts; Studio Art

Continuing Education, Principles Of Management