Lain B. Email & Phone Number

Menlo Park, Ca, Us

Menlo Park, Ca, Us

• Sole 'Subscription Subject Matter Expert (SME)' for Renewal Management• Manage Cloud, Subscription, and On-Premise accounts from quote to booking for both Direct and Indirect North America and EMEA customers• Maintain forecast accuracy and work to achieve AGRR targets• Collaborate and knowledge-share across CSM, Sales, and Customer Success cohorts

Menlo Park, Ca, Us

San Francisco, California, Us

• Carefully selected in top ​2% ​of applicants for the first program created for high-potential individuals preparing for a CS role in SaaS on a ​full scholarship• Rigorously trained ​(300+ hours)​ and assessed on Customer Success skills by instructional coaches and industry professionals in key areas of Customer Success: • EQ: cultivating empathy, growth mindset, coachability, overcoming rejection, time management, prioritization • CS workflow: the customer journey; human-centered customer engagement; practical experience with data and tech tools; managing risk and effectively escalating issues; following up with customers and logging activity; creating stories, executive summaries, and slide decks for effective EBRs• Tech tools: • Gainsight, Salesforce, G-Suite, Slack

Raleigh, Nc, Us

• Implemented over 400 individualized and goal-oriented action plans for functional patient improvement • Advocated for, and engaged with, diverse client populations in both the English and Spanish• Instructed clients on proper use, function, and care for associated medical products and devices• Evaluated and educated clients on results and plan of care and maintained daily high productivity rating of >85%

Raleigh, Nc, Us

• Collaborated with an interdisciplinary team of specialists to achieve customer success for a diverse group of clients• Documented and delivered timely accounts of over 2,000 client sessions via the Epic SaaS platform• Utilized a vast array of specialized diagnostic and recovery medical devices daily to achieve patient success • Participated in collaborative meetings focused on structural decision-making and departmental expansion that resulted in an increase of specialty consultations, such as FEES and MBSS

Chapel Hill, Nc, Us

• Program Liaison between prospective Master’s candidates, current cohort, and professors• Primary point of contact for guidance, advising, and support to prospective candidates and over 40 group members• Provided prompt communication via email, in-person orientation, and collaborative plans between current cohort and new candidates via Google Workspace and in-person meetings• Established trusted relationships to ensure the ability to resolve any problems or concerns

Chapel Hill, Nc, Us

• Managed three critical work projects at once to provide support to the Lead Researcher• Contributed to the researchers’ scientific journal, formally published in The Cleft Palate-Craniofacial Journal• Extensive utilization of complex speech production and analysis software (audio and visual) with 25+ hours of use, to maintain timelines and ensure project completion

Master Of Science - Ms, Speech-Language Pathology/Pathologist

Bachelor Of Science - Bs, Psychology

Bachelor Of Science - Bs, Communication Sciences And Disorders