Bri Adams Email & Phone Number

West Hollywood, CA, US

San Francisco, California, US

Washington, District Of Columbia, US

Tasked with creating the MicroSMB team at ChurnZero. The mission of MicroSMB at ChurnZero is to utilize a human-centered Digital First approach to Customer Success, where each customer may know their CSM by name, but will be enabled to be self-sufficient, taking advantage of resources provided by the ChurnZero community - like our Academy, Community.

Washington, District Of Columbia, US

• Including many responsibilities from Team Lead and CSM roles at ChurnZero, as Manager of Customer Success (Key/Enterprise) at ChurnZero, I'm fortunate to:
• Lead a team of nine exceptional Mid-Market > Enterprise CSMs and CSAs
• Act as escalation point for customers and internal team in order to help team and customers reach peak performance and success
• Act as point of contact between high-level customer issues and internal ChurnZero teams (Product, Engineering, Support, etc)
• Manage a book of premier customers as direct CSM

Washington, District Of Columbia, US

• In addition to CSM responsibilities, as Team Lead, I:
• Manage ChurnZero CSMs on the Key (Enterprise) side of the ChurnZero business
• Interview all new hires for Customer Success
• Forecast revenue retention metrics and analyze risk across team's book of business
• Coach CSMs and assist training of new hires
• Handle any and all escalations for Key CSMs

Washington, District Of Columbia, US

• Proactively manage the success of a portfolio of assigned ChurnZero customers to deliver consistent value across the entire lifecycle
• Coordinate and deliver basic and advanced training sessions to ensure confidence with the platform and cultivate customer accountability
• Advise customers on best practices for designing, implementing, and scaling their Customer Success programs and teams
• Consistently demonstrate knowledge of Customer Success best practices, stay up to date on trends in the industry, and operate as a Customer Success advisor in addition to a ChurnZero advisor
• Resolve customer issues, alone and through collaboration with other ChurnZero teams; approach all situations with curiosity and creativity. Resolving customer issues can involve troubleshooting and require deep.
• Build strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct routine account performance planning and reviews

• First hire in Customer Success at AcctTwo, tasked with creating department
• Hold business review meetings with customers to ensure we are always on track for our customer's success.
• Act as main contact at AcctTwo for all customers post-implementation, perform all implementation project close calls to collect actionable feedback for each AcctTwo team involved in the customer's journey.
• Act as partner to our customers; the goal is always to help businesses and non-profits perform in a more efficient way and to save time and effort in all financial processes.
• Act as voice of the customer to provide feedback to Sales, Implementation, and Marketing teams.

San Francisco, California, US

• Act as a trusted adviser & leader for a portfolio of small to mid-sized businesses in the tourism industry
• Identify churn risk and perform risk-assessments while keeping businesses engaged with our product
• Lead weekly training seminars to onboard new Xola customers in the implementation stage
• Direct implementation/project management, responsible for driving customer growth
• Act as voice of the customer to provide feedback to Development, Sales, and Marketing teams.
• Identify, define, and drive cross sell/upsell opportunities.

Dayton, OH, US

• Managed a number of different products in a QA testing, support, and design capacity
• Acted as liaison between customers, internal support, and developers
• Used UX and UI skills to design functional and attractive software
• Knowledgable about CRM's, telemarketing laws and regulations domestically and internationally; maintains compliance with all laws and regulations
• Designed software and testing procedures to aid in the development of new and improved programs (desktop, iOS, Android, web)
• Assessed market competition and determines customer needs

Dayton, OH, US

• Developed and implemented detailed training plans for one-on-one and group environments
• Traveled around the United States providing training and support
• Created numerous successful modification proposals for the improvement of internal software
• Taught multiple classes for Reynolds and Reynolds employees as well as outside customers
• Received numerous Voice of the Customer awards for excellent implementations

College Station, TX, US

• Set up, maintained, troubleshot, and repaired computers, printers, projectors, and other technical equipment
• Instructed beginner to advanced users on the functionality and use of various office hardware
• Assisted users in office related software programs/websites: MS Office Suite programs (Word, PowerPoint, Excel, Outlook, Communicator, Access), Skype, LinkedIn, Facebook, Twitter, etc.
• Maintained and catalogued software and hardware
• Trained new employees directly and via SOPs