C. Taylor Arrington Email & Phone Number

Boston, Massachusetts, United States

Jellyfish is the pioneer Engineering Management Platform that enables engineering leaders to align engineering work with strategic business objectives.As a Strategic Customer Success Manager, I manage enterprise-level customer accounts, and build lasting business relationships. I often work with C-Suite leadership to create adaptable success plans, ensure their execution, and drive product adoption. I also maintain regular customer engagement checkpoints, intervene proactively against… Show more Jellyfish is the pioneer Engineering Management Platform that enables engineering leaders to align engineering work with strategic business objectives.As a Strategic Customer Success Manager, I manage enterprise-level customer accounts, and build lasting business relationships. I often work with C-Suite leadership to create adaptable success plans, ensure their execution, and drive product adoption. I also maintain regular customer engagement checkpoints, intervene proactively against churn, identify opportunities for upsell and cross sell, collaborate with sales on renewals and expansions, and lead Executive Business Reviews to ensure alignment with key stakeholders. Show less

-Serve as main recruiter for all customer success / client outcome roles-Responsible for conversion and creation of company intranet-Lead Spectrum TRG-Continually push effort for DE&I within the organization, including development of new TRGs-Assist in branding and messaging efforts including partnership with PowerToFly, recruiting materials, intranet revamp, onboarding processes, and employee surveys

-Responsible for management of 25 enterprise clients, delivering ROI while providing industry best practices-Created and launched Employee Resource Group program (TRG)-Developed and facilitated Boston user groups as a template for similar efforts in the larger customer community-Worked with cross functional teams to improve customer success process as well as maximize underleveraged licenses.

-Responsible for all aspects of the customer journey to over 150 Staffing and Recruiting agencies-Served as Account Manager for largest segment and customers by both seat count and ARR-2 Year recipient President's Club-Recipient unsung hero award-Created and managed company wide programs to drive employee engagement-Partnered with People Operations to improve employee experience-Responsible for philanthropic initiatives and team building initiatives -Jointly lead… Show more -Responsible for all aspects of the customer journey to over 150 Staffing and Recruiting agencies-Served as Account Manager for largest segment and customers by both seat count and ARR-2 Year recipient President's Club-Recipient unsung hero award-Created and managed company wide programs to drive employee engagement-Partnered with People Operations to improve employee experience-Responsible for philanthropic initiatives and team building initiatives -Jointly lead Triangles Employee Resource Group-Partnered with sales counterparts to create extremely lean and efficient business pod-Managed team accounting for $2M ARR, including 35% of all logos of entire customer base-Provided custom consulting services to Enterprise customers-Created tailored in app engagements for Enterprise customers to maximize adoption and improve customer experience Show less

- Fluent in complex processes of SaaS, staffing, and recruiting businesses - Negotiate mutually beneficial contract terms during the renewal and up sell process- Improve retention and renewal rates by ensuring that customers derive the maximum value from their investments in InsightSquared and fully leverage their subscriptions and services on an ongoing basis- Responsible for developing 30/60/90 day training process for new customer success managers - Proactively identify and… Show more - Fluent in complex processes of SaaS, staffing, and recruiting businesses - Negotiate mutually beneficial contract terms during the renewal and up sell process- Improve retention and renewal rates by ensuring that customers derive the maximum value from their investments in InsightSquared and fully leverage their subscriptions and services on an ongoing basis- Responsible for developing 30/60/90 day training process for new customer success managers - Proactively identify and engage clients who have low usage or poor adoption to help improve customer experience and prevent churn- Perform remote and in person trainings with clients to maximize mastery of reporting suite- Work with Director of Customer Success Operations to streamline and pilot new processes for CSMs- Provide individualized business recommendations using industry best practices/benchmarks and respective customer sales/performance data- Project Manager for all custom development, configuration, and contract negotiations Show less

Greater Boston Area

-Provide technical configuration support to data analytics clients who use Salesforce, Bullhorn, and various other Applicant Tracking Systems.-Handle inbound support requests via telephone, Zendesk support portal, and forwarded requests from internal parties, while focusing on low time-to-first-response and high quality of service-Conduct diagnostic and configuration support by analyzing data using MySQL, SQLite, regular expressions, Python-Communicate client feature requests and… Show more -Provide technical configuration support to data analytics clients who use Salesforce, Bullhorn, and various other Applicant Tracking Systems.-Handle inbound support requests via telephone, Zendesk support portal, and forwarded requests from internal parties, while focusing on low time-to-first-response and high quality of service-Conduct diagnostic and configuration support by analyzing data using MySQL, SQLite, regular expressions, Python-Communicate client feature requests and integrity bugs to the engineering team for resolution-Provide consultative best-practices recommendations about how to use provider systems, improve data quality/integrity-Conduct initial configuration for new clients to provide best-in-industry time-to-first-value as part of the customer success team-Maintain internal documentation, including developing new support materials and providing support and launch recommendations for releasing new features-Responsible for creation and implementation of social corporate program focused on employee engagement and interdepartmental communication Show less

Cambridge, Massachusetts

-Innovated new methods to increase efficiency of campaign delivery despite declining inventory-Operationalized conventions to improve contacts database and interdepartmental communication-Responsible for operational support of all advertising clients, including broadcasts and social media coordination-Managed client accounts, including reporting, consultations, and campaign analysis-Proactively worked with clients to increase value of campaigns and ensure client… Show more -Innovated new methods to increase efficiency of campaign delivery despite declining inventory-Operationalized conventions to improve contacts database and interdepartmental communication-Responsible for operational support of all advertising clients, including broadcasts and social media coordination-Managed client accounts, including reporting, consultations, and campaign analysis-Proactively worked with clients to increase value of campaigns and ensure client satisfaction-Researched and identified new advertising and marketing clients Show less

Greater Boston Area

-Organized and optimized cadre of 200 reports increasing their usability and office efficiency-Oversaw data feed service controller to import thousands of records to database daily-Analyzed workflow and physical plant of office to increase competence and productivity-Coordinated projects, meetings, and communication between external vendors, and other departments-Maintain biographical information for 150,000 constituent records-Provided administrative support to Director of… Show more -Organized and optimized cadre of 200 reports increasing their usability and office efficiency-Oversaw data feed service controller to import thousands of records to database daily-Analyzed workflow and physical plant of office to increase competence and productivity-Coordinated projects, meetings, and communication between external vendors, and other departments-Maintain biographical information for 150,000 constituent records-Provided administrative support to Director of Operations Show less

Greater Boston Area

-Responsible for data reporting for governmental reporting and evaluation-Created easier access to educational resources (NCLB, MA based programs, etc) for underserved populations-Developed and maintained all web pages for Parent’s Information and Resource Center in Spanish, English, and Portuguese

Cambridge, Massachusetts

-Guided over 80 donors through qualification process according to company and FDA regulations -Maintained all donor charts, records, and databases including all retired donors-Created donor pedigrees, comprehensive medical histories, medical charts, and marketing items-Ensured all proper protocol were followed to ensure protection of sensitive information-Managed Donor Calendar including testing, Genetics Department interviews, and Medical Director's review -Managed payroll… Show more -Guided over 80 donors through qualification process according to company and FDA regulations -Maintained all donor charts, records, and databases including all retired donors-Created donor pedigrees, comprehensive medical histories, medical charts, and marketing items-Ensured all proper protocol were followed to ensure protection of sensitive information-Managed Donor Calendar including testing, Genetics Department interviews, and Medical Director's review -Managed payroll for all donors including reimbursement for travel and direct compensation Show less

-Project managed conversion from two separate databases systems to the Raiser's Edge-Operationalized paper and electronic filing systems to increase departmental efficiencies -Planned and executed political, personal, and fundraising events for External Affairs and Alma! -Managed external vendor contracts and external relations -Developed and implemented research practices and procedures for fundraising initiatives

Bachelors, French, 3.6 / 4.0

Applied Associates, Culinary Arts / Chef Training, 3.98

Bachelors, Biology

Activities and Societies: Tau Kappa Epsilon, OnStagers