Brittany Bennett Email & Phone Number

Canada

Toronto, Ontario, Ca

Toronto, Ontario, Ca

• Expanded the CS function from 4 to 20+ people over 24 months, spanning 3 teams (Implementations, CSM, and Technical Operations)• Achieved a 20% increase in NRR and GRR within 12 months via renewals and upsells• Increased our NPS score across customer segments by 11% within 12 months• Revamped the implementation process by introducing new client resources to boost support efficiency and achieve ROI within weeks of launch, resulting in a 98% CSAT score for implementations over the past year• Introduced Gainsight alongside a new CSM onboarding program, leading to a 30% decrease in onboarding time for CSMs• Executed a strategic analysis of customer data to inform a revised sales approach, leading to a 50% increase in B2B revenue from US customers• Partnered cross-functionally with Marketing, Product, Sales, and BizOps to roll out 5+ new paid and free product lines, achieving near universal adoption in our primary market• Implemented career progression paths for the CS team, resulting in increased internal retention and positive experience for clients which contributed to 30+% more upsell revenue

Toronto, Ontario, Ca

• Spearheaded the formation and growth of the Enterprise Customer Success Team from 2 to 10+ CSMs, managing a portfolio of over $20M in ARR• Maintained 100% retention of enterprise clients and CSMs while undergoing reorganization• Engineered an enterprise customer journey map and engagement model which reduced our escalation rate by more than 30% and helped maintain our customer retention rates• Collaborated with executives within our organization and within key accounts to build multi-year CX and Sales strategies that revolved around our product, leading to increased stickiness and 98% GRR over 12 months• Developed and disseminated best practices and standard operating procedures to promote a culture of continuous improvement within the team

Calgary, Alberta, Ca

• Led a team of 9 CSMs working with our highest deal value clients (over $100M in ARR)• Simultaneously managed my own portfolio of 6 enterprise clients totalling $5M ARR• Managed several severe escalations across multiple cross-functional teams and customer segments while maintaining 100% GRR• Established a new role akin to a Technical Account Manager resulting in CSMs delivering 50% more executive business reviews and leading to 30% more CSM retention• Orchestrated cross-functional collaboration between CS and our Legal team on several high profile renewals, resulting in zero churn and increasing ARR by more than 10%

Calgary, Alberta, Ca

• Owned the customer journey from implementation through renewal with 50+ global, fortune 500 companies spanning all industries and verticals, achieving a 40% increase in NRR and a 98% renewal rate• Leveraged product expertise data analyst skills to deliver product work-arounds and reporting, improving our Customer Effort Score by 30%• Outperformed my peers in de-escalating customers and management of complex programs, which allowed me to deliver CSM Escalations Training for 2 years and led to an overall reduction in escalated customers by 25%• Successfully prevented churn and built stronger alignment between our product and my customer's CSR programs, resulting in adding more than $80k of ARR in 2019

Calgary, Alberta, Ca

• Account Coordinator for Kudos'​ two largest enterprise clients, located across Africa and Asia• Primary tasks include implementation, admin/manager/user training, troubleshooting/bug fixing, liaising between Development Team and the client, user provisioning, account configuration, creating custom/white labeled documentation, creating design elements (using Adobe Photoshop), creating custom pages using CSS/HTML, reporting on progress and KPIs, project management, and client management• Communicating with French speaking clients• Keeping my clients exceptionally happy, while also growing accounts to reach their potential• Account manager for 50+ SMB clients• Help Desk support to all clients (using Zendesk, Zoho Support, SnapEngage, Basecamp)• Overhauled existing support documentation• Assisted in the creation of content for the Client Success Centre (knowledge base)• Coordinate International Support Team based out of Prague• Assist partners with supporting our international clients as well as learning the software• Liaising with partners in Mexico, Ireland, and the Czech Republic• Managed a small team of junior Client Experience Specialists• Mentor, support and train new team members• Updating CRM, assisting with proposal writing, writing copy for RFIs and ROIs, occasionally providing product demos• Assisting with social media and email campaigns• Writing and editing blog material• Assisting our international partners with social media strategies and brand guidelines

As a Contact Centre Coordinator, my main tasks are to assist the over 250 volunteers at the Distress Centre with handling calls/chats/emails/texts, providing them with feedback, assessing clients for risk, and provide volunteers with the option to debrief. As a 211 Information & Referral Specialist, I provide information and referrals to non-profit, government, and health organizations to clients both over the phone and by email. I also perform follow-up calls to ensure clients needs have been met, advocate on behalf of callers to other agencies, and consult with other agencies and professionals.

Calgary, Ab, Ca

Assisted in Professional Services corporate fundraising campaigns, as well as assisting with several Public Sector campaigns. Providing Employee Campaign Coordinators with appropriate materials and support with running their campaigns. Goal setting with companies and organizing their special events and impact/agency speakers.

Calgary, Alberta, Ca

Ensured Crisis Lines were staffed with appropriate number of volunteers, 24/7. Ensured that phone room support staff and 211 staff were appropriately scheduled. Mentored new volunteers to ensure they transitioned well onto the lines. Paired trainees with special coaching volunteers during their training.

Bachelor Of Arts (Ba), Psychology

Minor, English Language And Literature