Angie Clark Email and Phone Number

• Primary point of contact post-sale, responsible for overall customer adoption and delivering an exceptional customer experience.• Develop and nurture strong customer relationships with customers and executive sponsors to drive product adoption and ensure they achieve full business value.• Partner with internal Okta team members to align account activities with the customer's business case and strategy.• Implement and run user training and enablement sessions with a “train the trainer” model to enable scale.• Work with the sales team to properly sell and position Success Services.• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs.• Educate customers on new features and releases.• Identify renewal risks and collaborate with internal teams to remediate and ensure successful renewals.• Act as the voice of the customer, collect feedback to drive continuous improvement across all areas including product, and codify best practices, guides, and FAQs.• Strong communication skills and experience presenting to executive teams.• Demonstrable ability to lead expansion and adoption into large accounts.• Collaborate closely with the Sales team to ensure seamless handoff between pre- and post-sale.• Foster customer advocacy and facilitate customer testimonials and case studies.• Communicate, track, and distribute information to high-level customer Executives.• Excellent communicator with amazing organizational skills supported by years of project management experience.• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, and Service Excellence.• Experience with SaaS vendors such as Box, Asana, Tableau, Matik, Salesforce, Gainsight, Google Suite, Salesforce, ServiceNow, Compass Highspot, Workday and many more.

• Received the “Employee Spotlight” award in April 2021.• Collaborate cross-functionally as a member of the leadership team by building trust and increasing customer-focused objectives. • Initiate and execute kick-off, implementation, go-live, and onboarding process of 100% of customers. • Established a new onboarding process, connecting customer journey with expectations increasing engagement across all segments. • Possess the ability to interface with C-level executives to drive program strategy and ROI.• Help develop an internal strategy for product roadmap execution and designed customer dashboard elements based on direct feedback from all customers, driving increased engagement and customer connections. • Experience working with cross-functional teams (e.g., Sales, Support, Product, Marketing, Operations). • Introduce and facilitate new hire training enabling faster CSM autonomy and technical self-sufficiency from 90 to 30 days.• Establish a trusted/strategic advisor relationship.• Collaborate with peers and customers, functioning as a front-line product expert, focusing on leading practices, programmatic use cases, and technology adoption, while enabling user self-sufficiency.• Drive customer health, and business value through the identification and achievement of customer goals and objectives.• Actively drive and contribute to ongoing customer activities; cadence calls, site visits, and business reviews to discuss upcoming roadmap opportunities, customer education, and training activities.• Utilize data analytics (metrics) to drive success by identifying desired outcomes, objectives, and experiences.• Help enable post-sales activity through strong relationship-building, platform knowledge, planning, and execution.• Maintained RACI documents and other collaboration tools (Jira stories, roadmaps, etc.) for both external and internal parties to ensure successful project completion.• Managed update Release Notes for Fortune 500 customers.

• Own overall day-to-day relationships with customers.• Provide 1st level technical support and best practices to customers.• Oversee and manage the onboarding process for new customers.• Advocate customer needs/issues cross‐departmentally.• Develop, prepare, and nurture customers for advocacy.• Establish a trusted/strategic advisor relationship.• Establish critical goals, and determine use cases and key performance indicators.• Responsible for customer communications on new product releases/enhancements.• Provide Quarterly Business Reviews/ Utilization Reports.

• Data Governance start-up company. • Project Management/ Customer Success Manager tasks in addition to:• Develop, oversee, and manage the onboarding process for new customers.• As the first CSM, documentation creation and putting most rules, standards, and processes into place was the majority of my role.• Provide Data Imports/Exports for customers. • Proficient in Asana, Hubspot, Openaire, Survey Monkey, Qualtrics (NPS), Tableau, Netsuite and more.• Strategic Customers: BJ Wholesale, Energizer, Johnson & Johnson, Johnson Controls, Hershey, Mars, Valvoline Gas, Weber- Stephen Products, Graybar and more.

• This specially created position was awarded to me because of my history of “getting the job done”.• Received a “Star Employee Award” for outstanding client satisfaction in 2015.• Configure site and programs for the leading online Constituent Engagement Managementprovider for educational institutions.• Work closely with Project Managers and Design/Data Team members to integrate data, content, and strategy to drive participation and financial growth, while increasing operational efficiency.• Facilitate Configuration Calls with Project Managers and clients.• Collaborated with Project Managers, Web Development teams, and Design/Data team members to ensure a successful project launch.

• Project Management tasks in addition to:• Ensured that all projects were delivered on time and within scope and budget.• Assisted with all technical issues and developed realistic and achievable timelines forresolutions. Created and maintained comprehensive project documentation.

• Project Management tasks in addition to:• Managed up to 75+ accounts.• Managed and trained non-profits and other affinity-based clients on fundraising, directory, and data solutions. • Used online services, email marketing, online giving, event registration, social media applications, text messaging (SMS), a mobile website (WAP), etc. to generate revenue for the clients. Successfully worked on fundraising campaigns such as Annual Funds, Capital Campaigns, Major Gift Discoveries, Membership Acquisitions (Upgrade and retention), and Planned Giving. • Managed fundraising campaigns such as Annual Funds, Capital Campaigns, Major Gift Discoveries, Membership Acquisitions (Upgrade & Retention) and Planned Giving.• Voluntarily created training materials to share with new employees.• Often given the “problem” clients to ensure their problems/concerns were resolved efficiently and professionally.• 95% client retention rate.

• Promoted from Leasing Consultant to Marketing Manager to Assistant Property Manager. • Ran the office in the manager’s absence, trained and supervised staff (leasing and maintenance), coordinated the marketing, oversaw the Resident Retention Program, Editor-in-Chief of monthly and annual newsletters.•Budgeting – Responsible for monthly accounts receivable- collection/deposits for a 328-unit property site.•Received several weekly/monthly sales and conversion ratios awards for being the top leasing agent.