Lead the team and strategy for Customer Education at Sendoso. *Team Building & Management* Guide three amazing team members, coaching them to own and grow their areas of expertise while cross-training to offer support across the team when needed.*Content Development & Strategy*Expand on-demand learning offerings from Help Center (200+ knowledge articles) and customer-facing learning site (150+ courses) to include a public-facing site to support new business lead generation and micro-learning videos highlighting Sendoso experts and customers. *Enhance Live Training*Incorporate fresh ideas into existing live training offerings to showcase the "Sendoso Experience" and make learning fun and engaging. Launch a new webinar series to provide education on best practices and recommendations in the Direct Mail industry.*Data Analysis* Build reports and dashboards to tie Customer Education metrics to key business metrics (spend / adoption). Understand how each education program impacts the Customer Experience, and make data-driven decisions when iterating.

Define and oversee the customer training vision, including live training efforts (virtually and in-person), on-demand learning (LMS), and custom training engagements. Lead and mentor a team of trainers responsible for delivering educational content to customers at various stages across their journey. Responsible for deepening product knowledge among the customer base, driving upsell opportunities through paid training engagements, and ensuring a positive customer experience. Manage the development, maintenance, and localization of educational content within a new Platform Training webpage.

Develop and maintain educational content within the customer Help Center (https://help.reputation.com/), including articles, videos, courses, and release notes. Work cross-functionally to manage educational readiness related to new feature releases and Go To Market strategies. Create and package content into meaningful courses with defined learning objectives, hands-on exercises built using digital adoption tools, and knowledge checks. Conceptualize and drive additional projects to completion, such as monthly customer webinars, case studies, and reporting enhancements. Participate in cross-functional leadership groups to improve end to end processes as they related to customer training.2020 Achievements- 175 release notes published- 102 help articles updated or created- 58 training videos created- 5 courses updated and 1 created new- 65 platform pop-ups and walkthroughs created- 70 sandbox registrations managed + 65 partner users

Managed all aspects of client success from initial onboarding, training, upselling, and renewal. Built strong relationships with customers and maintained frequent engagement through regular calls and annual on-site visits. Monitored and analyzed account specific data to develop plans to mitigate potential churn risk and drive upsell opportunity. Visualized and presented key performance metrics to build the success story and convey the value propositions that ensure customer satisfaction and renewal. Partnered with internal teams such as Product, Sales, and Engineering to contribute to the product roadmap as the voice of the customer.2019 Achievements- Churn rate lower than company goal of 10%- Managed an enterprise book of 10 accounts- Lead regular calls and onsite reviews to monitor KPIs and provide strategic recommendations to grow each account2018 Achievements- Churn rate lower than company goal of 10%- Transitioned 35 mid-market accounts- Promoted to Enterprise CSM (November)- Managed an enterprise book of 10 accounts- Completed 5 onsite client visits in 3 months- Mentored and trained 3 new CSMs

2017 Achievements- Churn rate lower than company goal of 10%- Upsold $75,000 in ARR in 8 months- Onboarded 25 accounts- Managed and trained a mid-market book of 35 accounts

- Maintained high retention percentages above team goals(101.38% H22016)- Promoted twice within first year of employment- Managed relationships and provided one on one training to my book of business, ranging from 100+ accounts to 25-35 accounts to 15-20 accounts throughout my tenure.- Mentored new Account Managers and provided guidance around best practices.

- Sold and managed lead generation programs including cost-per-lead, cost-per-click and email campaigns(CPM)for over 75 B2B technology companies.- Became a trusted advisor to my accounts through ongoing education of industry news, best practices, and trends.- As a remote employee, I owned the entire client experience from initial cold calling through contract creation, program execution and management, billing and support.

- Managed day-to-day activity of lead generation campaigns, including quality checking data, following up with vendors, and reporting results to customers.- Evaluated new vendors and presented recommendations to management.- Compiled quotes and media recommendations for 3 Account Executives- Managed 45+ active campaigns

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