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.
• 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.
• 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.

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