Ciara Segerlin Robbins Email & Phone Number

Clover, Sc, Us

Lake Wylie, South Carolina, United States

In my role, I prioritize ensuring that our marketing assets, programs, and strategies not only meet but exceed our customers' goals, driving successful marketing campaigns and enhancing customer engagement. Collaborating closely with our CS operations team, I supported the transition from Catalyst to Gainsight, resulting in heightened operational efficiency and an enhanced customer experience.I actively engage with internal teams to streamline processes and eliminate barriers for our customers, constantly seeking ways to improve their journey with us. As a member of the Customer Beta Testing Group, I played a key role in developing our first self-serve data and reporting tool, providing our customers with valuable resources for deeper insights.Some highlights of my achievements include spearheading the ongoing management of our largest Fortune 500 partner, ensuring seamless onboarding and long-term satisfaction. My exceptional performance and significant impact on both customer satisfaction and company success led to me being recognized as the Customer Success Manager of the Year for 2023.I exceeded my annual 2023 upsell goal by over 200%, demonstrating my adept sales and account management skills and significantly boosting revenue. Maintaining a perfect 10/10 CSAT score for my Book of Business through consistently high levels of customer satisfaction and retention showcases my dedication to delivering exceptional service.Renewing 100% of eligible accounts within my Book of Business in 2023 fostered strong customer loyalty and ensured revenue retention. I oversaw a Book of Business valued at approximately $4.5 million in Customer Annual Contracted Value (CACV), maximizing the value of each customer relationship.In all aspects of my role, I am committed to delivering exceptional value to our customers and driving tangible results for our company's continued success.

Lake Wylie, South Carolina, United States

While working here, I led the customer success strategy for our dynamic employee recognition and engagement platform. This involved overseeing account setup and leading project teams. As a specialist in employee experience strategies, I offered guidance to HR professionals to amplify their internal processes and nurture their workplace culture. Managing Cooleaf’s success team’s employee onboarding and learning and development operations was also part of my responsibilities. I ensured a smooth integration for new staff and provided ongoing skill advancement.I also coordinated our global business communications, including marketing materials, product launches, webinars, and client outreach. This was crucial for conveying Cooleaf's value proposition and updates to our stakeholders. Additionally, I organized and conducted quarterly business evaluations. Collaborating with our customers, we addressed organizational requirements based on performance metrics, promoting data-driven decision-making and continual enhancement.My accomplishments include designing employee onboarding initiatives for the success team, resulting in smoother transitions for new hires and raised team efficiency. I served as the primary point of contact for managing customer escalations, ensuring resolution of issues, and upholding high levels of customer satisfaction. Supervising projects and process enhancements for Cooleaf customer success and support units allowed me to optimize workflows and increase overall effectiveness.Furthermore, I've achieved tangible outcomes for clients, with more than five accounts receiving recognition as Best Places to Work. Additionally, I boosted our customer's eNPS scores through the application of Cooleaf’s methodologies, indicating improved employee engagement.

Lake Wylie, South Carolina, United States

Here, I took the lead in managing customer experience strategies for dynamic employee recognition and engagement platforms. This involved a multifaceted approach, including establishing accounts, providing business advisory services, optimizing customer journeys, coordinating projects, and ensuring regulatory compliance. With my expertise in employee experience strategies, I provided valuable guidance to HR practitioners, helping them enhance processes and foster positive workplace cultures. Additionally, I spearheaded learning and development operations, conducting needs assessments and initiating various training programs for the workforce. An essential aspect of my role was organizing and executing quarterly performance assessments, collaborating closely with our customers to evaluate organizational benchmarks and drive strategic planning efforts. Noteworthy achievements during my tenure include devising and implementing DE&I initiatives, crafting tailored strategies for Health and Wellness Programs across diverse global organizations, expanding the user network through transparent communication and trust-based relationships, ensuring high levels of customer satisfaction, achieving significant increases in customer engagement and maintaining a strong Net Promoter Score (NPS), delivering measurable outcomes for clients, and amplifying the organization's eNPS scores through the implementation of Cooleaf’s methodologies. Overall, my contributions were instrumental in advancing customer experience excellence and cultivating a positive organizational culture.

Charlotte, North Carolina, United States

As a Wellness and Outreach Manager, I led the comprehensive events management, both internal and external. This involved everything from strategic planning to logistics, vendor relations to corporate sponsorships, and ensuring all aspects were seamlessly executed. Acting as a bridge between employees and C-Suite executives, I conducted needs assessments and formulated action plans to enhance organizational performance.I took charge of employee relations and engagement initiatives, as well as benefits programs, to foster a positive and supportive workplace environment. Supervising wellness programs and company-wide outreach campaigns, I prioritized employee well-being and community involvement.Maintaining an accurate employee database was crucial for efficient HR operations, so I ensured records were up-to-date at all times. Cultivating strong partnerships with clients, non-profit organizations, community stakeholders, employees, and executive leadership was key to fostering collaboration and mutual success.In response to the pandemic, I implemented comprehensive strategies to ensure organizational resilience and employee safety. I also developed an inclusive workplace culture by pioneering innovative DE&I programs, prioritizing holistic well-being initiatives to boost the overall employee experience.Establishing a cohesive institutional narrative was important, so I consolidated company brand messaging and collaborated closely with the marketing team. Additionally, I negotiated cost-effective contracts for marketing materials and event supplies, while also securing corporate sponsorships to maximize resources.

Charlotte, Nc

During this tenure, I collaborated with multidisciplinary teams to develop branding and outreach strategies across various channels, including marketing, events management, campaign development, and outreach initiatives. My role involved creating marketing materials to enhance brand visibility and improve public relations efforts. I worked closely with internal and external teams to organize initiatives and events, such as employee experience programs and community outreach events, fostering stronger connections.Within the client network, I focused on nurturing strategic partnerships to drive mutually beneficial collaborations and business opportunities. One of my key achievements was the successful launch of health and wellness programs, which significantly improved employee morale and well-being metrics. I enhanced engagement and participation by designing compelling graphics and promotional content for company events.Implementing marketing policies and procedures was another aspect of my responsibilities, which led to heightened brand awareness and recognition within our target audience. I also dedicated efforts to improving public relations and strengthening internal employer-employee relations, ultimately boosting the company's reputation and increasing employee satisfaction.Drafting comprehensive policies regarding health and wellness benefits was part of my role, ensuring clarity and transparency for employees and resulting in higher utilization and appreciation of these benefits.

Concord, North Carolina