Colleen Grande Email & Phone Number

Boulder, Colorado, United States

• Conducted a comprehensive analysis of customer success tools available in the market, assessing their features, capabilities, and alignment with organizational objectives. Presented detailed findings and strategic recommendations to key stakeholders, outlining the advantages of implementing Totango as the preferred customer success tool.• Led the implementation of the Totango rollout to our Customer Success team, overseeing the transition process, training, and ensuring a smooth integration into existing workflows. Once the Customer Success team was fully onboarded, repeated this process for our Onboarding and Professional Services teams.• Collaborated with cross-functional teams to establish data quality benchmarks and implemented regular audits, ensuring ongoing adherence to data integrity standards within the Customer Success operation.• Streamlined internal workflows for our Customer Success and Onboarding teams by identifying inefficiencies, implementing process improvements, and leveraging automation within Totango, resulting in a notable increase in team productivity and a reduction in turnaround times for critical tasks.

Austin, Texas, United States

• Facilitated new product releases to the Customer Success team through training, communication, and rollout plans to ensure each team member became product experts to better assist customers.• Collaborated with Product, Development, and Marketing on product releases from QA to customer launch to make certain each new product release goes smoothly both internally and externally.• Created and executed a standard team-wide documentation process and knowledge base to optimize organization and standardization of Customer Success processes.• Created and updated executive weekly and quarterly business reviews to monitor and report out on key OKRs for the entire Customer Success organization.

Austin, Texas, United States

• Maintained over 100 customer accounts and managed onboarding of new clients to ensure a successful implementation and application of software.• Performed quarterly account reviews to guarantee customer satisfaction, demo new features, and make recommendations based off the client’s use of the system.• Delivered outstanding customer service and acted as a go-to resource for my customers for both product-specific and technical issues.

Austin, Texas

• Analyzed and mapped all team processes, created and executed new internal SOPs for the team. Identified and implemented automation rules reducing handling time for onboarding• Managed cross-functional communications and acted as the subject matter expert with both sales and product teams to successfully integrate the Workforce Onboarding workflow.• Developed and maintained executive level dashboards for monitoring key OKRs in Google Data Studio.• Led onboarding operations across HR, finance, and compliance platforms to enable a seamless onboarding experience for all consultants billing through RigUp.• Standardized and optimized consultant onboarding and service experiences by setting project milestones, timelines, and deliverables.• Executed merger change management projects for consultant platform migration and billing processes, increasing user population on the platform

Austin, Texas

Austin, Texas

• Created and implemented new internal SOPs for the team, while standardizing an SOP template for the team.• Handled inbound support calls, chats, and emails via Zendesk. Reported any bugs or outages to the engineering team for a quick resolution.• Created support articles based on common customer inquiries to reduce inbound support volume.

Austin, Texas

• Onboarded new vendors and clients to Worksmith, ensuring they had a deep understanding of the platform• Developed and executed on a project plan for a country-wide campaign to connect a client to local vendors to ensure extraordinary service delivery.• Acted as a SME for our clients and vendors to facilitate use of our platform while handling all inbound customer support tickets and escalations.• Created and analyzed process maps for the Marketplace team, then developed and implemented SOPs to ensure scalability and consistency throughout the company.vendors to ensure extraordinary service delivery.• Troubleshot, recorded, and communicated bugs to the Engineering team to minimize impacts to clients and vendors.

Cambridge, Ma

• Handled tier two inbound customer support tickets involving customer escalations, safety incidents, and all refund requests.• Developed and maintained Salesforce dashboards and reports to monitor first response time, average response time, customer satisfaction, case volume, and case reasons.• Established timelines and milestones for OKR development for both internal and external representatives, and tracked adherence and performance post-launch.• Managed dynamic staffing schedule while providing training and performing routine quality assurance for third party call center.• Collaborated cross-functionally with product, engineering, and Rider Experience teams to continually improve our product.

Somerville

• Managed taproom, retail, and customer service requests• Developed and refined procedures and policies to enhance customer experience and staff efficiency.• Hired, trained, scheduled, and managed taproom and event staff.

Master Of Music, Clarinet Performance

Activities and Societies: Chamber Orchestra, Symphony Orchestra, Wind Ensemble

Bachelor Of Arts (B.A.), Clarinet Performance

Activities and Societies: Syracuse University Marching Band, Orchestra, Wind Ensemble, Clarinet Choir