Carleigh Smith Email & Phone Number

Chapel Hill, Nc, Us

United States

- Lead functional discovery sessions in conjunction with Sales Engineers to confirm understanding and documentation of clients' current state workflows.- Collaborate with appropriate members of Product and Engineering teams as needed to influence recommendations prior to SOW execution.- Drive alignment across business, technical & compliance, data privacy, and legal requirements.- Manage project plan development, timeline, and resource alignment.- Lead & coordinate the discovery process as it relates to project delivery.- Clearly document implementation plans. Drive acceptance and buy-in.- Drive continuous feedback internally and externally to communicate best practices and lessons learned.- Apply experience to build effective processes for client onboarding and continuously look to improve accountability and the client experience.- Provide updates to both the internal leadership and the customer to drive project success.

Raleigh-Durham, North Carolina Area

The primary focus of the role was to hold responsibility for both deploying the next generation of continuous performance management and employee engagement software to customers, as well as mentorship, training, and coaching for Implementation Managers. This role worked cross-functionally with Sales and Customer Success Managers. There was an additional cross-department collaboration with Product Management to assist in the transition of new features to existing implementations, and with Customer Support Knowledge & Education to ensure implementation and expansion-related topics are covered comprehensively.- Led the largest implementations of top-tier customers including six-figure contract values across industry verticals- Served as product and integration expert internally and externally in pre-sales calls to speak to unique use cases - Merged implementation workflow of acquired platform Emplify with 15Five’s platform, team, features, and process- Collaborated with Product Managers to train Customer Success on current and new functionality in Product School- Educated and mentor new hires, including leading weekly Product Training around new release items- Partnered with Product and Engineering to transition new features and implement integrations to existing customers- Supported Product in the discovery of new feature development, conducting customer interviews, and collecting feedback- Coordinated with Marketing on customer-facing documentation to support rebrand and ensure content is up to date- Developed Train the Trainer program to enable our customers to train their employees on the 15Five platform- Represented Implementation in standing working sessions with Product Managers to improve and influence the end user and Admin experience - Shaped, iterated, and scaled our implementation strategy, taking initiative to improve the team's practices, tools, and content

Raleigh, North Carolina

The primary focus of the role was to ensure a seamless onboarding experience for new customers and serve as a trusted advisor to customers by building strong relationships with key customer stakeholders and guiding them through the first part of their customer journey with 15Five.- Led successful implementations with large, mid to high-tier customers across industry verticals.- Acted as the primary point of contact and best practices expert, training the customer on how to use 15Five and configuring the platform to reach their goals.- Maintained high levels of customer satisfaction while also iterating on and improving the implementation process.- Led documentation and organization of implementation resources for the team to support repeatable processes.- Continuously drove and adapted the implementation process to optimize service quality while establishing efficient solutions.- Established communication process and tools from Account Execs to Customer Success to ensure smooth handoffs- Advised on and recommend strategies to best provision and set up integrations with our 15Five platform. - Proactively monitored customer implementations to ensure successful and on-time completion of tasks and milestones to reach customer goals.- Educated and mentored interns, including leading monthly live webinars; supported intern conversion to a full-time role.

- Led LiveSafe's Education Implementation team to carry out a mission that leverages technology to increase safety and awareness at home, at work, and on campus. - Provided customer-specific counseling on best practices for using software, training for end users, installation, and troubleshooting. - Shared enhancements and new functionality with the Client and provided customer feedback to the Product team. - Managed a client portfolio of 150+ accounts. - Worked closely with other departments such as the Engineering, Product, Sales, Configuration, Purchasing, and Marketing teams to ensure clear and consistent communication with the customers. - Worked in an agile project management environment with two-week sprints. - Oversaw client implementation and account from initial contracting through the renewal cycle. - Maintained current customer information in Salesforce - Traveled to Universities, Colleges, and conferences across the U.S., to work hands-on with customers to deploy the LiveSafe Platform on their campus. - Served as the Implementation manager for Higher Education implementation including maintaining timelines and ensuring deadlines are met. - Conducted meetings for clients via GoToMeeting for monthly webinars planned by the marketing team.

Arlington, Va

- Led the implementation process with new and existing clients to achieve high adoption and engagement of the LiveSafe platform (end-user app and safety personnel dashboard). - Trained client leadership and safety personnel on the use of the dashboard. - Developed strategic communications plans for diverse audiences within client organizations, conceptualization, and execution of marketing initiatives.- Managed a client portfolio of 80+ accounts.

Arlington, Virginia

- Organized receptions at two National IACLEA Conventions.- Recruited young professionals for user testing.- Implemented a student ambassador program.- Managed social media platforms.- Assisted in the creation of a promotional video for all Higher Education Clients.- Assisted in training new clients on the LiveSafe platform in preparation for launch.- Created promotional marketing materials for Student Ambassadors to use on campus.- Met with the Georgetown University Police Department to help create a video and record a voice over.