Atlanta Customer Success (ATLCS) community connects you with other Atlanta-based Customer Success professionals to share best practices for achieving success in this exciting career discipline. Our community consists of a diverse range of members; from first-time CSMs to experienced CS leaders. We can even help you get started with a career in Customer Success.

Representing a multi-disciplinary organization of professionals delivering sustainable profit and growth, while driving productivity efficiencies. Determine strategic plans for the Talent Solutions organization, focused on growth, productivity, associate engagement, and innovation.P&L responsibility for National Account Services Talent Solutions, steering strategic business planning, and supporting new business development for new and existing client base. Supporting mid and upmarket clients through professional services consisting of software configuration, project management, change management, business process improvement, and client success best practices.

- Provide strategic leadership to Client Success Managers focused on revenue retention & upselling, improving NPS, and product adoption and utilization.- FY23 Retention rate is 95% and the business retention goal is 90%, securing retention for $33M in ARR.- Partner closely with team and clients on delivering NPS response rate of 43%- Partner with internal teams to ensure clients realize ROI and increase product utilization. - Earned Bestie Reward for the top-performing team for Q4 FY19, Q2 & Q3 FY20.

SJV & Associates is Global Solutions Provider to the Pre-Employment and Tenant Screening industries, combining innovative technology with human expertise. - Introduced Account Management and Strategic Planning and trained team members ensuring strategic service levels were achieved.- Improved NPS score by 30% within 6 months. Developed a client satisfaction survey program, consisting of five various survey types. Analyzed feedback and created corrective action plans.- Introduced Zendesk to clients and developed training on software. Managed customer adoption and cultivated Change Management within client base.- Improved employee satisfaction by 40% by developing team structure and incentive programs.- Established a Women in Leadership (WIL) group and Professional Development Program, focused on career development, training, and mentoring. - The team maintained a 99% customer retention rate. Developed revenue retention tracking for more accurate reporting.

MemberSuite is the premier software and services (SaaS) provider of association management software (AMS) providing cloud-based management solutions for associations and nonprofits organizations of all sizes.- Managed entire account base and Technical Support team and grew Customer Success team - Ensured customer SLAs were met and department goals and objectives were achieved by partnering with internal departments in a start-up SaaS environment. - Operated as Voice of the Customer for all severe product and customer concerns.- Partnered with Product Development and Engineering teams to prioritize customer needs and manage customer expectations on product releases in an agile environment.

Preparis provides a comprehensive solution that combines award-winning technology and expert services (SaaS) to enable you to easily prepare for, prevent and respond to any threat while remaining compliant with your industry’s regulatory guidelines through business continuity and emergency notification services.- Managed book of business equal to 50% of account base consisting of large and small organizations. Spearheaded customer implementations including on-boarding, data mapping, end user training, post implementation support, and account management. - Consistently meet quarterly goals resulting in 10% of overall revenue in 2013 through up-sells, identified customer referrals, and improved product utilization..- Developed team policy and procedures to provide tracking and reporting on corporate initiatives. - Partnered with Marketing team to create branding and customer adoption campaigns. - Participated on Operations Committee with all department leads to plan and execute company strategies and policies. Presented department's goals and successes to Board of Directors.- Spearheaded customer implementations including on-boarding, data mapping, end user training, post-implementation support, and account management. - Partnered with Product Development and IT team to ensure customer needs and requirements are implemented and all technical support issues are resolved in an agile environment.

Provided marketing support to Customer Engagement Executives to increase customer adoption of products and services. Managed creation and distribution of e-marketing campaigns resulting in $2.2M in revenue. - Developed tracking and reporting to establish ROI on marketing initiatives for leadership.- Utilized customer health dashboards to identify at-risk customers for targeted campaigns.- Managed customer webinar series for North America and Europe, track attendance, and tie back to organizational goals and objectives.- Promoted to Global Customer Marketing Manager- Provided marketing programs and campaigns to the North America Professional Services team promoting services to increase new revenue prospects and sales opportunities. - Managed regional marketing campaigns, prospecting activities, and customer-facing programs, which contributed to pipeline of $78M. - Created successful branding strategy for AribaLIVE that yielded over $21Mil in pipeline resulting in $5Mil in revenue.- Conducted analysis on pipeline data for reporting, resulting in 20% improvement in date reporting.- Developed market research, pipeline data analysis, and work with sales leadership to ensure that each region is tracking towards 30-35% sales conversion. - Developed regional marketing game plans for FY11 containing strategic marketing activities focused on increasing revenue bookings, pipeline and combined efforts with commercial sales teams.- Partnered with Business Commerce Enablement team to identify top tier accounts and develop strategic campaigns with all key stakeholders resulting in $1.5Mil in pipeline in 2011.- Supported the European Commerce Services team on company sponsored events and campaigns.

Provided marketing programs and campaigns to the North America Professional Services team promoting services to increase new revenue prospects and sales opportunities. Managed regional marketing campaigns, prospecting activities, and customer-facing programs, which contributed to pipeline of $78M. - Created successful branding strategy for AribaLIVE that yielded over $21Mil in pipeline resulting in $5Mil in revenue.- Conducted analysis on pipeline data for reporting, resulting in 20% improvement in date reporting.- Developed market research, pipeline data analysis, and work with sales leadership to ensure that each region is tracking towards 30-35% sales conversion. - Developed regional marketing game plans for FY11 containing strategic marketing activities focused on increasing revenue bookings, pipeline and combined efforts with commercial sales teams.- Partnered with Business Commerce Enablement team to identify top tier accounts and develop strategic campaigns with all key stakeholders resulting in $1.5Mil in pipeline in 2011.- Supported the European Commerce Services team on company sponsored events and campaigns.

Created MIM’s marketing and branding strategy, consisting of website development, MIM marketing collateral, static print ads and commercials to increase brand recognition.- Developed sales strategies and campaigns to increase sales revenue and overall company profitability, resulting in 20% increase in customer base. - Identified and pursued new sales opportunities as well as current customer up sell potential through networking and business development in real estate, construction, hotels & resorts, tourism, telecommunications, finance, wholesale, and insurance. - Conducted market research to determine target markets for all accounts and convey this information to account base.

Managed complex customer relationships across Sales & Marketing, Risk Management, and Supply Management product solutions. Performed overall account management, ROI development, and managed contract renewal. Software solutions were on and off premise. - Served as primary post-sale liaison between customers in financial, insurance, communications, legal services, retail and wholesale trade industries and D&B.- Managed account portfolio of $5.3 million in revenue in the middle market for projects ranging from $50K to $500K; Sales & Marketing, Risk Management and Supply Management.- Exceeded 90% retention goal in 2009 during Q1-112% and Q2-102%. - Performed overall project management from implementation to contract renewal.- Presented best-demonstrated practices on D&B data and application utilization, deliver ROI results based on customer’s strategic goals to various executive levels and end-users.- Analyzed customer data for areas of improvement, presented findings and provide recommendations to demonstrate the value of D&B’s services to ensure account retention.

Developed marketing strategies, created reporting, and managed marketing budget. Analyzed and reported marketing results and delivered ROI to firm partners and senior leadership teams. Created internal communications and newsletters for all tax departments covering regional marketing campaigns, client activities, and industry news, which resulted in new sales.- Created marketing and branding strategies for Southeast Area Tax Departments in 10 markets resulting in a direct impact on tax revenue increase of 31% in 2007.- Conducted marketing and promotional campaigns for Global, National & Strategic Growth Market clientele in numerous industries.- Developed Atlanta Tax Network targeting C-Level clients to increase revenue, increase brand recognition, and company profitability.- Developed marketing strategies, created reporting, managed marketing budget, reported marketing results and ROI from marketing efforts to firm partners and senior leadership teams.- Planned and managed all aspects of annual Southeast Tax Conference and ad hoc client conferences: budget planning, contract negotiation, venue selection, and vender management.