Anna Happ Email & Phone Number

Kirkland, Wa, Us

United States

Greater Seattle Area

Managed Operations Team members to handle a robust portfolio of 80 accounts, guiding them from initial lead contact to culmination of their purchase history, ensuring a seamless customer journey, in the kitchen, bath and closet design spaceConducted regular check-ins and comprehensive business reviews to assess clients’ progress, address concerns, and fostering strong client relationshipsPlayed an instrumental role in shaping customer success strategies, actively contributing to the creation of playbooks, best practices, and frameworks for engaging clientsImproved processes and CRM pipeline automations for continuous improvement of customer journey

Lafayette, Indiana, United States

Managed and nurtured a dynamic portfolio of 300 key accounts within the digital health data sector, serving as the primary point of contact for all customer-related inquiriesConducted Quarterly Business Reviews (QBRs) to comprehensively assess customer requirements and proactively address any challenges or concerns, ensuring optimal satisfactionSpearheaded successful onboarding processes, guaranteeing the smooth integration of our SaaS product into clients’ operational workflowsCrafted and executed customized customer plans including training, ongoing user adoption strategiesEffectively reduced churn through proactive client engagement and targeted retention initiatives, solidifying long-term partnershipsCreated customer support processes, documentation, and SOP’s

Lafayette, Indiana Metropolitan Area

Oversaw and nurtured a high-growth customer portfolio comprising 65+ accounts in the portal software sectorLed the onboarding process for new clients, offering comprehensive training and support to ensure successful user adoption and sustained usageProvided customer education on new features and releasesServed as the primary point of contact for tier 1 support, overseeing support tickets from initiation through to resolutionMonitored and reported relevant metrics to assess customer success, including product usage, contract renewals, product add-ons, and customer satisfactionDesigned, coordinated, and hosted product-focused peer webinars for customersRecognized and actively pursued upselling opportunitiesRegularly refreshed customer health assessments and maintained detailed notes within pertinent systemsImproved monthly invoice collection, achieving a payment rate of 96% to 99%, up from previous percentage of 76%