Celia Ballou Email and Phone Number
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I am a passionate and results-driven Manager with extensive experience in the SaaS industry, currently leading initiatives at Fleetio to elevate customer onboarding experiences and drive significant revenue growth. With a strong background in leadership, I excel in developing high-performing teams and enhancing customer relationships through innovative strategies.Key Highlights:Revenue Growth & Retention: Mastered renewal negotiations and client onboarding, contributing over $212K in committed revenue.Leadership: Transformed an Onboarding Services Team from 2 to 6 members, instilling robust operational protocols that significantly enhanced our service delivery.Customer Satisfaction: Achieved a Net Promoter Score (NPS) of 74, reflecting our commitment to outstanding customer service.Technical Proficiency: Highly skilled in tools such as Slack, Salesforce, and Zendesk, which are instrumental in improving our team’s productivity and customer interactions.At Fleetio, I have led the development of cutting-edge customer onboarding packages, aligning team efforts with customer needs for seamless integration and increased customer time to value. My role as a Product Subject Matter Expert further allows me to bridge customer feedback with actionable product enhancements.
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Customer Implementations ManagerFuel MeCharleston, Sc, Us
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Associate Manager, Onboarding ServicesFleetio Jan 2024 - Aug 2024Charleston, South Carolina, United StatesSpearheaded the development and relaunch of innovative customer onboarding packages, enhancing the initial customer experience and engagement.Implemented key metrics for the Executive Leadership Team (ELT) to systematically track and evaluate onboarding impact and overall team performance.Collaborated extensively with Sales and Enablement teams to enhance the onboarding attach rate, ensuring a seamless integration and customer acquisition strategy.Served as the acting Product Subject Matter Expert (SME) for onboarding, facilitating cross-functional collaboration with the Product-Led Onboarding pod to align product enhancements with customer needs. -
Lead Customer Success Specialist, Onboarding ServicesFleetio May 2021 - Jan 2024Charleston, South Carolina Metropolitan AreaSuccessfully onboarded an average of 50 customers per quarter, managing accounts ranging from $1.5K to $25K in Annual Recurring Revenue (ARR).Maintained an average Net Promoter Score (NPS) of 74 for customers during the onboarding phase, reflecting high customer satisfaction.Expanded the Onboarding Services Team from 2 to 6 members to better manage increasing customer demand and complexity.Developed and maintained a comprehensive department playbook with approximately 15 Notions to standardize practices and enhance team alignment.Instituted an internal onboarding process to accelerate the integration and productivity of new hires.
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Customer Success ManagerFleetio Feb 2020 - May 2021Charleston, South Carolina AreaManaged a portfolio of 30+ customers ranging from 25K-68K+ in ARROnboarded and implemented Fleetio for 17 new customers, which included troubleshooting workflows and managing feedback to our Product TeamConducted regular Quarterly Business Reviews to ensure customer success and positive outcomesRetained customers through renewal negotiations resulting in more than $212K in committed revenueCreated internal playbooks on best practices for Fleetio’s MSI rollout and contract renewals
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Customer Success AnalystFleetio Oct 2019 - Feb 2020Developed playbooks and processes for managing Fleetio’s SMB customersFostered customer engagement through targeted outreach and training opportunities
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Customer Support SpecialistFleetio Sep 2018 - Oct 2019Responded to 110+ tickets per week, maintaining a 93% CSAT score and 72% one-touch response rate, while also maintaining a 19% missed call rate Identified system bugs, escalated issues to product and notified customers of updates and resolutions
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Strategic Account ManagerGood Done Great Mar 2016 - Sep 2016Charleston, South Carolina AreaCommunicate client program requirements to technical implementation teams prior to go-liveIdentify inefficiencies and issues with client programs; coordinate with technical teams to implement solutions; advise clients on corporate giving best practicesManage customer support team on end-user and non-profit outreachConduct trainings and walk-throughs on project workflow prior to client go-live -
Program CoordinatorGood Done Great Jul 2015 - Mar 2016Charleston, South CarolinaWorked closely with clients to ensure success of their corporate giving programs by ushering employee matching gift applications through the approval process and disbursing funds to the charitiesProvided end-user support for employees and non-profit administrators using the Good Done Great softwareGenerated reports prior to and post disbursement of matching gifts, grants and payroll deductions
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Prepared Foods SupervisorWhole Foods Market Sep 2014 - Mar 2015Charleston, South CarolinaOversaw Front-of-House operations such as department set-up and close, safety logs and staffing Trained employees on department standards Communicated updates from Store Leadership to Team Members -
Team MentorWhole Foods Market Mar 2014 - Mar 2015Charleston, South Carolina AreaFacilitated meetings with Regional Coordinator; relayed trainings to all Team Mentors Developed and conducted monthly OSHA and Food Safety trainings for 50+ team members Executed company orientation for new-hires
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Language AssistantEducation Nationale Oct 2010 - May 2011Lavelanet, FranceTaught French elementary school students basic English words and phrases. Developed lesson plans, homework assignments and tests for classes of differing levels of English proficiency.
Celia Ballou Skills
Celia Ballou Education Details
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New York University, College Of Arts And ScienceFrench Literature -
The School Of Continuing And Professional Studies At NyuPublic Relations
Frequently Asked Questions about Celia Ballou
What company does Celia Ballou work for?
Celia Ballou works for Fuel Me
What is Celia Ballou's role at the current company?
Celia Ballou's current role is Customer Implementations Manager.
What is Celia Ballou's email address?
Celia Ballou's email address is ce****@****ail.com
What schools did Celia Ballou attend?
Celia Ballou attended New York University, College Of Arts And Science, The School Of Continuing And Professional Studies At Nyu.
What skills is Celia Ballou known for?
Celia Ballou has skills like Public Relations, Event Planning, Editing, Cision, Factiva, French, Mailchimp, Zendesk, Microsoft Office.
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