Responsible for maintaining all of the Customer Success Manager job requirements from my previous position along with the following additional responsibilities:- Provide consistent training and feedback through regular 1-on-1 meetings with CSM under my stewardship- Create a playbook to help scale the team's efforts with smaller accounts and maintenance efforts for long-tail/legacy customers- Launch a monthly newsletter to disseminate new product updates and seasonally-relevant information to our customers (which has now been adopted by the entire CSM team)- Maintain above 96% average CSAT score during our semi-annual customer surveys- Assist with candidate interviews for open positions within the team- Provide individual CSM coaching opportunities through job and call shadowing

- Ensure customer usage and adoption of the SimpleNexus platform-Collaborate with customer admin users on how to incorporate new features/functionality into Loan Officer’s daily workflows- Conduct semi-annual customer executive business reviews (EBRs) with leadership and stakeholders, recapping performance on the SimpleNexus platform while providing account insights and suggested improvements with short-term and midterm goals- Grow and developed cross-departmental relationships with Implementation, Training, and Sales teams to better identify and accomplish shared goals- Possess a deep understanding of each customer’s unique vision for using Simplenexus and assisted in creating goals that directly contributed to reaching that vision- Manage a book of business with 40+ accounts while helping to maintain, on average, 134% ARR

Leading a Customer Success team in providing a quality onboarding experience for our Mid-Market Customers and ensuring their successful implementation, rollout, and adoption of Canvas LMS (SaaS).Most recently, I have built out and implemented a self-guided onboarding program to allow for greater scalability as an onboarding team. This process included the creation of a weekly email campaign, the buildout of an interactive multimedia experience, beta testing with pilot users, QA, and rollout and training of the processes to the team.• Maintained above 97% team CSAT score as manager• 244 Customers Onboarded 2018, 309 in 2019• Creation of a self-guided onboarding experience• Planning and execution of team training and professional development• Helping each team member develop their skills, as they align with the elements that drive their career focus.

As a Customer Success Manager for our K12 clients, I focus specifically on supporting our customers who have implemented Canvas to provide exceptional customer service and maintain strong, positive, and lasting relationships. As a CSM, I consistently maintained +97% CSAT scores with our customer satisfaction surveys on a book of business valued at +2.5M.Part of this support includes strategic planning and goal setting with each individual client through the adoption and renewal process. The main focus of this position is to manage existing accounts and position Instructure to capture additional market share through a solutions-oriented approach.I also worked as the liaison with our K12 CSM team on Canvas' integration with both Google Apps for Education and Microsoft's educational tools. This allowed me the opportunity to strategize with our product and engineering teams on building a solution that best represented the needs and the voice of our customersMy main function in the Customer Success Manager Role with Instructure included:• Strategize with institution admin users and provide support around the implementation of Canvas and their learning strategies• Formulate a unique plan for each account by discussing at length their vision for using the Canvas software and helping them create goals that lead them in the direction of that vision.• Collaborate with admin users on communication planning, staff training, and change management plans for an institution-specific rollout of the Canvas LMS software• Manage and maintain a portfolio of, at times, 80+ accounts using Client Success, Gainsight and Salesforce• Collaborate with administration to realize digital teaching and learning goals set by stakeholders at every level – state, district, school, classroom• Develop and maintain cross-functional relationships with our Implementation, Training, and Sales teams

The Paid Search Team Lead at OrangeSoda manages a Book of Business, acts as fulfillment liaison for product/service categories & leads a team of Account Managers within the pay-per-click realm.Manage an SEO and PPC book of businesso Fulfills on product specificationso Monthly reporting & client contacto Manages client expectationso Upgrade current clients to additional marketing productPrimary liaison between product, service and fulfillment teamso Ensures correct product implementation among team memberso Provides job function & product/system trainingo Collaborates with the Product Team (sprint planning & fulfillment)Leads Team of 5-8 AMso Handles client escalationso Motivates, leads & incentivizes team members to meet and exceed fulfillment goalso Conducts hiring interviews and employee 1-on-1 meetingso Plans and conducts weekly team meetings

- Relationship manager for book of business including direct & channel accounts- Fulfill online marketing strategies including PPC, SEO & social media- Work with product and sales teams to leverage channel strategy- Interact with clients on a daily basis to resolve issues & improve experience

Conduct job function training classes for all newly hired employeesProvide on-the-job training and initial one-on-one supervisionSupervision of production in areas of four to 20 employeesNew-Hire Orientation & TrainingInbound & Outbound Quality Assurance

Manage social media and SEO-friendly corporate blogging to increase site trafficWrite content for MountainStar’s quarterly division newsletter Maintain media audit reports, including all media mentionsSocial media management