Drew Groves Email & Phone Number

Athens, Ohio, United States

Results-driven Customer Success Manager at PandaDoc, specializing in upmarket customer management. Passionate about exceptional customer experiences, I leverage SaaS expertise and success strategies to drive adoption, satisfaction, and retention. Understanding customer goals and challenges, I maximize platform value. Skilled in proactive communication, problem-solving, and cross-functional collaboration.Responsibilities:- Relationship Management: Serve as the primary contact… Show more Results-driven Customer Success Manager at PandaDoc, specializing in upmarket customer management. Passionate about exceptional customer experiences, I leverage SaaS expertise and success strategies to drive adoption, satisfaction, and retention. Understanding customer goals and challenges, I maximize platform value. Skilled in proactive communication, problem-solving, and cross-functional collaboration.Responsibilities:- Relationship Management: Serve as the primary contact, fostering strong relationships. Understand objectives, challenges, and success criteria, and identify opportunities for value and long-term partnerships.- Customer Adoption and Success: Collaborate closely to drive platform adoption, usage, and expansion. Provide guidance, training, and best practices for maximum value. Continuously monitor health and address issues proactively.- Strategic Account Planning: Develop and execute account plans, aligning goals with product roadmap. Identify growth opportunities, upsell potential, and collaborate on tailored strategies.- Customer Advocacy: Act as a trusted advisor, representing needs within the organization. Provide feedback to drive product improvements based on insights and trends.- Cross-Functional Collaboration: Collaborate closely with sales, support, and product teams. Resolve issues, manage escalations, and identify improvement opportunities. Share success stories and best practices for knowledge-sharing and enhanced experiences. Show less

Columbus, Ohio, United States

As a Onboarding Specialist, I played a crucial role in ensuring a seamless and successful onboarding experience for our valued customers. With a customer-centric approach and a passion for delivering exceptional service, I guided customers through the implementation process, enabling them to quickly adopt and fully utilize our platform.Onboarding Support: Acted as a dedicated POC for customers during the onboarding phase, providing personalized guidance and support. I ensured that… Show more As a Onboarding Specialist, I played a crucial role in ensuring a seamless and successful onboarding experience for our valued customers. With a customer-centric approach and a passion for delivering exceptional service, I guided customers through the implementation process, enabling them to quickly adopt and fully utilize our platform.Onboarding Support: Acted as a dedicated POC for customers during the onboarding phase, providing personalized guidance and support. I ensured that customers had a clear understanding of our product features and capabilities, helping them navigate the platform and customize it to their specific needs.Implementation Planning: Collaborated closely with customers to develop comprehensive implementation plans. I assessed their unique requirements and goals, identifying the most effective strategies to maximize their ROI and ensure a smooth transition. I provided valuable insights and best practices to optimize their onboarding experience.Training and Education: Conducted tailored training sessions for customers, both one-on-one and in group settings. I educated users on key features, functionality, and best practices, empowering them to leverage our platform to its full potential. I also created training materials and documentation to support ongoing learning and enable self-sufficiency.Issue Resolution: Proactively identified and addressed any challenges or issues encountered during the onboarding process. I worked closely with cross-functional teams, including product, engineering, and support, to ensure prompt resolution and exceptional customer satisfaction. I escalated complex issues when necessary, advocating for timely solutions.CS Collaboration: Collaborated with the CS team to facilitate a smooth handoff from onboarding to ongoing account management. Provided insights and feedback on customer needs, pain points, and opportunities for improvement, contributing to the development of long-term customer success strategies. Show less

Columbus, Oh, United States

At Ramblin Jackson, every day was an opportunity to grow. Ramblin Jackson's core values play a large part in maintaining operational success. The other part has a lot to do with maintaining a close working team through the use of companywide zoom meetings, and constant feedback assessments. Starting at Ramblin Jackson was a welcomed challengeSo what did I learn? - I learned a ton of interpersonal skills that I had no idea I needed to know when moving into a remote role; be… Show more At Ramblin Jackson, every day was an opportunity to grow. Ramblin Jackson's core values play a large part in maintaining operational success. The other part has a lot to do with maintaining a close working team through the use of companywide zoom meetings, and constant feedback assessments. Starting at Ramblin Jackson was a welcomed challengeSo what did I learn? - I learned a ton of interpersonal skills that I had no idea I needed to know when moving into a remote role; be highly organized, teachable, communicative, ask tons of questions, and know your boundaries (then try to push past them). - How to properly leverage outreach tools (LinkedIn, Instagram, Phone Calls, and Email) in order to communicate effectively with prospective clients, increase interest, and promote ideas. - I learned to be an investigator, how to ask proper questions to get the most information, and how to supplement learning resources when you don't have them readily available. Show less

Columbus, Ohio, United States

Throughout my time with Panera Bread, my main area of focus was advancing my team, and building quality connections with my customers. As Assistant Manager, I was the food cost specialist, hiring, and training manager for my location. I would oversee product ordering, inventory, recruitment efforts, hiring, onboarding, and training of new employees.

Canal Winchester, Ohio

Sacramento, California Area

I lived and worked on an 11-person team spanning the course of 11 months. Our purpose? Get things done! While in AmeriCorps, I was promoted to Assistant Team Leader. While in this role, I learned the value of organizational and administrative skills. When I wasn't overseeing project completion, I would be found tucked away in a local coffee shop typing up reports to send directly back to leadership.During my 11 months, I worked on a variety of projects such as: - Aided… Show more I lived and worked on an 11-person team spanning the course of 11 months. Our purpose? Get things done! While in AmeriCorps, I was promoted to Assistant Team Leader. While in this role, I learned the value of organizational and administrative skills. When I wasn't overseeing project completion, I would be found tucked away in a local coffee shop typing up reports to send directly back to leadership.During my 11 months, I worked on a variety of projects such as: - Aided the Blue Mountain Ranger District of the Malheur National Forest in Oregon with their Beaver Habitat Restoration efforts. - Teamed up with Local and State Government to organize and take part in Las Vegas's annual Homeless point-in-time Census. - Assisted in the 2014-2015 Washington State wildfires' fire recovery efforts that ravaged more than 1.38 million acres. - Taught STEAM-style classes to first grade at a highly successful after-school program for inner-city, underdeveloped youth in Sacramento, California. - Completed trailblazing and maintenance work for the Galbreath Preservation in Cloverdale, California. Show less

Canal Winchester, Ohio

I first started at Panera as an Associate. After one year, I was promoted to Shift Supervisor and then Assistant General Manager. Panera taught me the importance of Customer Success and what it takes to provide the best experience possible for every individual who walks into the store.Here are some of my successes! - Managed approximately 140 employees spanning three years in 3 separate locations, including concession events at the Ohio State Buckeye football games.… Show more I first started at Panera as an Associate. After one year, I was promoted to Shift Supervisor and then Assistant General Manager. Panera taught me the importance of Customer Success and what it takes to provide the best experience possible for every individual who walks into the store.Here are some of my successes! - Managed approximately 140 employees spanning three years in 3 separate locations, including concession events at the Ohio State Buckeye football games. - Mentored and developed Associates into higher positions. - Oversaw hiring & training operations for two cafes. - Maintained inventory and truck ordering systems. Show less