Ally S. Email & Phone Number

Boston, Massachusetts, Us

Launched and scaled Zappi’s first formal customer onboarding program, achieving a 40% increase in revenue usage within the first 90 days for new customersLed a global team across 3 countries, surpassing NPS and CSAT targets by 5% and 13%, respectivelyStrategically reduced customer churn through personalized onboarding playbooks focused on key customer value momentsSpearheaded Zappi’s “systematization” initiative, focused on re-onboarding the company’s largest customers and driving self-serve behavior

Boston, Massachusetts, Us

Coached and managed a team of hybrid CS Account Managers - responsible for retention, growth and servicing of Zappi’s SMB segment, achieving 106% of revenue targets in 2021 and 112% in 2022Led the successful transition of 94% of project-based customers to a subscription model, strengthening Zappi’s financial position and ensuring more predictable revenue streamsDeveloped strategies to help team become proactive, inclusive of success plans and upsell initiatives, leading to 100% growth in ACV

Boston, Massachusetts, Us

Hired, enabled, and operationalized a customer success function - a blend of CS + Account Management, focused on SMB customers, achieving 152% of annual revenue targetsPartnered with New Business team to develop Zappi’s trial program, resulting in a 35% increase in trial-to-customer conversionsCollaborated with Product and Support teams to develop the Zappi Knowledge Base, a comprehensive self-serve content system designed to empower customers

Boston, Massachusetts, Us

Created a new hybrid AM/CS function focused on growing and servicing SMB customersExceeded revenue targets, achieving 138% of yearly goalSpearheaded customer training and onboarding initiatives, ensuring successful platform adoption and maximizing customer value realization

Boston, Massachusetts, Us

Nurtured partnerships to identify and increase sales from channel partners, resulting in a 14% revenue increase YoY

Reston, Va, Us

Conducted data analysis for industry-leading clients including Google, Liberty Mutual, and Allstate; delivered strategic recommendations that led to a 15% increase in customer retention and a 10% improvement in client marketing ROI

London , Co

Launched and managed the Strategic Accounts Program, driving growth in key accounts from 38% to 75% through targeted relationship-building strategies and tailored solutions to increase revenue.

London , Co

London , Co

Chicago, Il, Us

Williamsville, Ny, Us