Partner with one or more Account Managers on a portfolio of customers to ensure customer satisfaction, renewal, and growth. Develop a trusted advisor relationship with key customer stakeholders and executive sponsors such that all Jobvite activities are closely aligned with the customer’s business case and business strategy, allowing the full potential of their Jobvite solution to be realized Establish and deepen relationships with Jobvite clients by understanding their business objectives and providing exemplary support as their primary contact within Jobvite Proactively engage your customers and work closely with assigned accounts to verify that they are trained and effectively using the product on a consistent basis Consult on best practices, as well as personalized recommendations to ensure your customers maximize value from their investment in Jobvite and provide prescriptive solutions Effectively communicate application features and product information for new releases and updates Monitor and identify trends in adoption and utilization and provide guidance to customers as part of regularly scheduled Business reviews Track account activity in company systems of record to identify churn risk and work proactively to eliminate that risk Provide timely account summary status reporting to department Manager Contribute to a high rate of subscription renewals across your customer base by identifying and assessing renewal risks and collaborate with internal teams to eliminate Function as the voice of the customer and provide internal feedback on how Jobvite can better serve our customers

Joined Infinite Computer Solutions upon divestiture of BrassRing from IBM-Consult with customers leaving our business to ensure a smooth transition to third party ATS offerings. Work with customer compliance and divestiture partner when necessary, to ensure all needs are met for data archival prior to deactivating and purging all customer data. -Provide an optimal customer experience to outgoing customers while protecting overall business success.-Manage SOW and Contracts to ensure change/control procedures or plan deviations are applied as needed to manage scope and resources; coordinate with divesting partner when necessary.-Partner with internal teams such as Product Management, Engineering, Customer Success, and Global Support to coordinate customer communications, deliver project outcomes, and manage customer questions around data validation.-Manage multiple projects simultaneously.-Serve as primary voice of support, drive customer satisfaction and renewals by developing and coordinating proactive email content for Infinite Talent, topics ranging from training information, product release details, planned system events (maintenance), Thought Leadership, client facing events, and product feature and add-on recommendations.

• Serve as primary voice of support, drives customer satisfaction and renewals by developing and coordinating proactive email content for TMS Customer Base, topics ranging from training information, product release details, planned system events (maintenance), Thought Leadership, client facing events, and product feature and add-on recommendations. • Manages and maintains client contact database of 9,000 client records/24,000 contacts• Develops, documents, and manages Emergency System Event communications templates, processes, and procedures; includes internal dissemination of system event information and external client facing messaging from first report to creation of a full Root Cause Analysis of the issue.• Develops, documents, and conducts emergency communications training for 20+ support backups and client data management for 100+ client facing individuals• Review existing offering deactivation process flow; identify process gaps and implement solutions to optimize process.• Consult with customers leaving our business to ensure a smooth transition to third party ATS offerings. Work with customer compliance to ensure all needs are met for data archival prior to deactivating and purging all customer data. • Provide an optimal customer experience to outgoing customers while protecting overall business success.

• Identified, mapped, and outlined legacy Kenexa product support process flows and adapted to comply with IBM policies and internal systems during Change Management. Facilitated internal and external communication and training of new support systems and procedures.• Coordinated and executed migration of client contact database from homegrown contact management system to Watson Campaign Automation• Navigated complex internal network of databases and systems to assist clients used to working with a ‘start up’ level organization succeed with the support basics and self-service resources of a company as large as IBM. • Created relevant process and tool guides, FAQs, and other documentation

• Supported IBM Kenexa product System Admin users, including BrassRing (ATS), Onboard, and Assess, via phone, chat, and email. • Consulted with customers to understand their end goal to ensure their immediate need was met while making recommendations to keep their “big picture” in mind.• Served as support product escalation lead for Onboard software.

• Provided call center support for Yahoo! Small Business ecommerce and website creation products.• Made upsell recommendations to suit individual customer needs• Consistently finished in the top 3 of quarterly team sale and customer satisfaction stack rank.

• Supported IBM Kenexa end users of HR software including Applicant Tracking Systems, Engagement Surveys, Organizational Assessments, Performance Management, and General Assessment Software.• Managed escalations and communication between Customer Service Managers and Product Engineering• Provided individual Talent Management Product Support Training as new hires joined the team