As a Senior Customer Success Manager at Protenus I manage a larger book of business including many of our most complex and highest value accounts. I also mentor our newer CSMs, participate in feature development scoring and discussions, and regularly lead / participate in departmental and cross functional projects to improve our processes.

Protenus provides healthcare compliance analytics to help health systems reduce risk and save money. Our approach uses artificial intelligence and automation to develop a deep clinical understanding of health system workflows, allowing for the proactive detection of policy violations, illegal activity, and other anomalous behaviors that could expose an organization and its patients to risk.. Client onboarding, app configuration (initial and ongoing), and end user training for both Protenus’ Privacy and Drug Diversion products. Act as product expert explaining functionality and analytics to clients as needed. Client relationship management utilizing ChurnZero. Conduct regular check-in meetings and executive business reviews reporting on insights from client data, suggesting opportunities for improvement, coaching on best practices, introducing new features, and opportunities for growth. Escalate when technical and engineering support is needed utilizing Zendesk and JIRA. Proactively monitor client health to identify and mitigate churn risk, as well as identify opportunities for account expansion. Gather, synthesize, and convey client feedback to data science and product teams. Set expectations with clients regarding their specific product requests. Identify and nurture client advocates; assist sales with client references and cross sell opportunities. Host end user meetups and facilitate client connections. Engage within and promote end user forum. Create and maintain product documentation articles for the Protenus help center. Assist with annual conference and quarterly webinars for end users including proposing ideas, identifying clients for presentations, assisting them with presentation development, presenting, and hosting as needed

CaredFor was acquired by ContinuumCloud in January 2022. CaredFor helps addiction and mental health treatment providers connect, engage, and support their patients, alumni and family members resulting in long-term engagement, reduced attrition, enhanced outcomes and increased referrals.

. Client onboarding, app implementation, training. Client relationship management utilizing Salesforce and Vitally platforms. Proactively monitored usage to identify and mitigate churn risks, as well as identify opportunities for account expansion. Conducted regular check-in meetings and executive business reviews reporting on insights from client data, suggesting opportunities for improvement, coaching on best practices, introducing new features, and opportunities for growth. Gathered and conveyed client feedback to product team in JIRA. Developed “how to” and “best practice” articles for the Knowledge Base. Assisted with support tickets in Help Scout as needed. Identified and nurtured client advocates

. Member experience, engagement, and retention. Operations and management of a 60,000+ sqft space using the Salesforce Service Cloud platform. Move in / out logistical coordination. Issue resolution, management of the Medallia NPS platform as lead responder. Sales support. Safety and security

. Sales (primarily inbound), software demos. Client onboarding and training. Customer success and retention, including writing help articles, user guides, product update emails using the Intercom + SendGrid platforms. Customer advocacy, feature development + testing. Used Asana for project tracking + managementAbout the platform - Coworks is a smart and engaging platform for owners and managers of coworking spaces to efficiently and intuitively manage their members by using automated billing, room booking management, event rental components, and native member-focused mobile applications.

. Proposal writing, event design, budget development. On-site event management

My return to Sbux during my Masters program.... Exhibited Starbucks' Guiding Principles as an example for my team, developing enthusiastically satisfied customers with each interaction. Directed floor deployment, handled customer grievances. Trained and developed junior baristas. Acted as cash controller in charge of balancing registers, controlling accuracy of safe, and preparing daily deposit. Ordering and inventory management

. Event design, planning, coordination, and execution. Proposal writing, budgets. Social media community management including Facebook, Instagram, LinkedIn. Assisted with the development of marketing collateral for internal & external clients. Managed accounts as needed due to volume

. Event and tour design, planning, and coordination. Proposal writing, budgets. Social media community management including Facebook, Instagram, LinkedIn. Assisted with the development of marketing collateral for internal & external clients. Site inspection planning. Preparing contracts

Juice Studios provides full-service corporate meeting and event planning as well as Atlanta destination management services.

. Primary clients and specialties: medical/pharmaceutical centered product storytelling; meetings and internal corporate videos. Assisted in the development of budgets, proposals, creative, show flows, production timelines, labor and scheduling, as well as on-site video production. Billing, invoices, office management. Coordinated labor, travel, vendors

. Provided support to the Marketing and Events Coordinator and Managing Director through creative development and administrative assistance. Aided in the preparation of budgets, invoices and proposals. Assisted in the preparation and execution of large scale meetings, incentives, and events. Supported social media engagement initiatives

Shift Supervisor: ~ 3 yrsBarista: ~ 1 yr. Exhibited Starbucks' Guiding Principles as an example for my team, developing enthusiastically satisfied customers with each interaction. Directed floor deployment, handled customer grievances. Trained and developed junior baristas. Acted as cash controller in charge of balancing registers, controlling accuracy of safe, and preparing daily deposit. Ordering and inventory management