Bethany Baymore Email & Phone Number

Chicago, Illinois, Us

* Creating and driving strategy for engaging learning content including interactive learning paths that help to increase adoption, retention, and growth of Sprout’s products* Identifying the best ways to educate Sprout customers throughout their journey through data driven strategic analysis* Creating a strategic vision and roadmap for up-leveling customer learning content and experiences* Building supporting curriculum, actively contributing and driving customers becoming certified in the platform and social media marketing via the Sprout Academy

Boston, Massachusetts, Us

*Area of focus: Support Experience*Gathered and analyzed customer feedback through interviews and/or surveys to identify areas of friction for customers and designed new experience strategy*Program managed the cross-functional work required to deliver the improved Customer Experience, and facilitated the delivery of the work-streams*Tracked and measured progress of work-streams*Monitored cross-functional dependencies, surfacing areas for guidance, alignment, and/or decision making, and facilitated the removal of bottlenecks for the cross-functional team*Provided clear and consistent communication and progress updates to key stakeholders and partners

Boston, Massachusetts, Us

*Doubled on-demand training videos accessed quarter over quarter, tripled live training and webinar attendance quarter over quarter, and received 100% implementation satisfaction rating from customers.*Expanded Yesware's one to many offering, resulting in an attendance growth of greater than 300%; revamped on-demand training resources with the launch of Yesware University, resulting in an increase in on-demand learning sessions accessed of ~33%; and in two years, reduced the number of trainings CSMs were conducting by ~80%.*Conceptually created Yesware University, Yesware's online learning portal, and curated content, including how to videos, how to articles, and live instructor trainings, to help customers familiarize themselves with Yesware's product features.*Entrusted with designing, implementing, and perfecting Yesware's onboarding and training program for all new managed customer accounts.*Responsible for all new managed customer onboarding and training as well as the training of any customers who specifically purchased a training package.*Delivered monthly webinars on Sales and Customer Success thought leadership and Yesware best practices. *Established KPIs to measure success and gaps in Customer Education and created methods of measuring, monitoring, and improving initial customer product adoption.*Put into place processes for seamlessly moving accounts in and out of onboarding and the related back end systems work.*Produced onboarding and training materials to be used in training packages.*Implemented and hosted live, weekly training webinars to train any interested Yesware customer on how to use and benefit from various product offerings.*Tasked with writing and maintaining Knowledge Base content.

Boston, Massachusetts, Us

* Provided a white glove customer experience for book of business by providing superior service, consultative sales, and project management.* Minimized churn by building strong, trust-based relationships.* Served as the communication bridge between customers and the Yesware Product Team.* Grew book of business by expanding the user base and by introducing new product offerings to current customers.* Lead account reviews, on-boarding, live training, and renewal discussions.*Assisted with basic troubleshooting matters and monitored the progress of Support tickets and intervened as necessary to further escalate functionality problems.

Cambridge, Ma, Us

* Handled the routing and fulfillment of service requests for assigned clients including Research Inquiry, Analyst Inquiry, Briefings, troubleshooting of basic website support, and Webinar registrations.* Worked with clients to clarify research requests to identify the most appropriate published content or analyst to support their business initiatives.* Collaborated with other specialists, account teams, and analysts to provide clients with timely responses to questions and met defined service-level objectives.* Ran and analyzed client data to recognize engagement opportunities. *Was responsible for on-boarding and training analysts on Forrester’s scheduling software and addressing any technical issues that arose with the program. * Primary client base was in the public sector.

Cambridge, Ma, Us

* Acted as the liaison between clients and analysts for incoming requests for Inquiry and Briefing sessions and scheduled meetings with clients on behalf of the analyst.* Worked closely with Client Services Representatives and the research teams to provide clients with timely coordination of analyst interactions.* Accurately tracked in Salesforce the status of all requests made, confirming that requests were responded to within the requested time frame.* Ensured that all analyst interaction sessions were successfully completed and delivered to clients without incident.

South Burlington, Vt, Us

* Assisted customers in person and on the telephone with billing inquiries, making payments, opening and closing accounts, navigating their online account, and scheduling service and meter work.* Helped customers make and adhere to payment arrangements to avoid immediate gas service disconnection.* Was responsible for the customer inquiry email inbox.* Represented Customer Service on a committee tasked with redesigning the Vermont Gas Systems website.* Managed the content of the Residential and Business Account Center pages of the website.* Educated customers on becoming efficient with their gas usage.* Recognized opportunities to promote other non-gas revenues.* Ran and analyzed a monthly report to identify any rental equipment that has been improperly set up for billing and corrected billing error.* Placed collection calls as needed.

Bridgeport, Ct, Us

* Became one of the top performing Call Center Representatives and earned several incentives for providing the best overall customer service, including the Annual Customer Service Award, and for meeting and exceeding departmental standards for call monitoring.* Addressed and resolved customer questions, complaints, and requests via telephone utilizing a working knowledge of the organization’s products and services to meet department productivity and quality standards.* Processed customer requests including bill payments, transfers, special handling, and problem resolution.* Recognized customer needs and opportunities beyond the initial inquiry.

One Church Street, Burlington, Us

* Maintained the central file room, the closed file storage, and the off-site filing system.* Entered client information into the records management database, DeskSite.* Executed the secure disposition of out-dated client files.* Provided back-up coverage for the receptionist.* Responsible for coordinating and sending holiday gifts to important clients and contacts.

One Church Street, Burlington, Us

* Assisted with photocopying, scanning, various computer tasks, research projects, local deliveries, and filing.* Oversaw the ordering of office supplies.* Initiated a project to recycle and donate used binders to local elementary and high schools.

Burlington, Vt, Us

* Provided front-line customer service in the Division of Continuing Professional Studies.* Processed student applications and entered transcripts into a campus-wide database, Datatel.* Corresponded with prospective students.* Helped with various marketing projects.

Burlington, Vt, Us

* Assisted students with brainstorming, paper organization and structure, and grammatical concepts while working in the Writing Center.* Mentored other Tutors, planned staff meetings, and created work schedules for the tutoring staff.