A seasoned professional skilled in aligning cross-functional teams to meet KPIs and enhance workflows. Experienced in executing large-scale initiatives, A/B testing customer success assets, and managing a $2M+ account portfolio. Passionate about mentoring, client satisfaction, product adoption, and creating playbooks to drive revenue growth and retention.- Leveraged CRM data to identify top revenue opportunities, achieving 115% Team Retention QoQ- Developed and led cross-organizational trainings, showcasing product and strategy expertise- Analyzed Gong call recordings to spot engagement trends and adoption opportunities.- Contributed to Customer Success assets by A/B testing email templates, data slides, and one-pagers.- Increased team Revenue Outreach by 15% through automated scaled outreach campaigns- Increased WoW retention by 18% by developing a customizable Salesforce retention dashboard.- Developed CS Playbook assets, focusing on onboarding, engagement, adoption, and retention.- Spokesperson in UX-led product feedback sessions to align products with client needs.- Averted $180k in refunds by collaborating with Sales Directors to de-escalate client concerns- Mentored three CSMs to Team Lead positions in 2023.- Managed strategic support for 200 accounts generating over $2 million annually, from post-sales to renewal.

As a Manager of Client Success, I had the opportunity to develop my people manager skills. During my time in this role, I had the opportunity to showcase my ability to align my team with our KPIs, manage escalations, dive into conflict resolution, and Collaborate with Senior Leadership and other Managers across multiple markets and regions.- Selected in a pilot initiative to manage a team of 9 client success managers remotely for two quarters.- Oversaw the alignment and management of 18 books of business worth $20 million in revenue annually.- Contributed to global CS Playbooks focusing on onboarding, engagement, adoption, and retention. - Led team meetings and 1:1's focused on developing CSM skills, strategies, and career growth.- Facilitated cross-org meetings geared towards increasing the effectiveness of CS/Sales Collaboration.- De-escalated client escalations, saving the company over $130k in refunds.- Collaborated with Senior Leadership to plan, build, and present market-wide quarterly all-hands.- Track record of exceeding our team retention goals by +110% for two quarters straight.- Developed strategic outreach campaigns achieving 120% on outreach targets.- Provided coaching on data storytelling, data analysis, solutions selling, and contract renewals.

Strategically managed a robust book of business, consistently exceeding retention KPIs and outreach goals. Built strong relationships with Director to C-Suite executives, crafted goal-based product strategies, and delivered onboarding consultation for successful platform use. Collaborated on multi-product upsells and resolved technical issues. Skilled in aligning client goals with product adoption strategies to ensure continued success.- Owned full-cycle support for 200 accounts generating over $2M annually, from post-sales to renewal.- Exceeded Retention KPI by 110% QoQ for 5 consecutive years.- Managed $250k in annual Branding Bundle renewals, from quote to closure.- Developed automated client outreach campaigns, surpassing Revenue Outreach targets by 118% QoQ.- Exceeded adoption targets by 125% QoQ, boosting platform utilization.- Achieved 5-star CSAT surveys QoQ by aligning success plans with customer objectives.- Streamlined onboarding with weekly webinars, reducing meeting fatigue and increasing bandwidth.- Optimized CS Playbooks by sharing proven strategies and A/B testing new techniques.- Analyzed CRM data trends to identify and secure $85k in new revenue in Q1 2024.- Collaborated with Account Executives to drive adoption and reduce churn risk.- Identified client goals and pain points to help achieve desired business outcomes.- Resolved 1,000+ technical cases by partnering with engineering via Jira and Salesforce.- Promoted to Senior CSM, Team Lead due to account growth and leadership initiatives.

Pet Food Express is a pet supply retailer with over 62 locations throughout California. My role with Pet Food Express is visual merchandising and marketing graphic designer. My team and I work closely with other departments to develop designs for in-store and out of store signage and marketing. Our team plays a huge role in helping customers figure out what product is best for their pet and more importantly where to find it. We created branded materials for product end caps, product promotions and community events.

Asano is a Japanese ginger producer and distributor that specializes in growing ginger for companies that use ginger in their products. I was tasked by Asano to create event banners for their exhibition booths here in the United States. The goal of these banners were to communicate their brands core values, products and location which is world renown for being an extraordinary environment to grow produce such as ginger.

Terra Foods is a Japanese based snack food company that specializes in using imperfect produce mixed with their patented far-infrared light baking technique to create waste free healthy snacks.Terra Foods hired me to design a logo and new packaging for their chip line “Mana Chips”. The main goal of this project was to create packaging and a brand that would resonate with the American consumer. Their previous design was tailored toward shoppers located in Japan.