Elizabeth Grzybowski, Cwpc Email & Phone Number

I have ownership of establishing and driving operational best practices for the Solutions Acceleration Team within the Solutions & Services Business Unit. My responsibilities span several key areas, including:-Developing and maintaining strong working knowledge of existing and emerging technology platforms both internal and external to Axis and their business application-Continually evaluating operational processes and workflows to identify inefficiencies and areas for improvement; leading the implementation of new processes and maintaining process documentation-Creating and maintaining reports and dashboards for senior leadership and the sales organization that provide insight into key operational metrics and program performance indicators-Collaborating with cross-functional departments including HR, Business Operations, IT & Operations to identify use cases for existing technology solutions or brainstorm solutions for operational improvement-Act as SME for business intelligence projects including development of applications, custom reports, and views

Responsible for backend operations to scale and accelerate the growth of four strategic product categories.I own and manage:-the structure for team resources, documentation, and collaboration tools -the process of data aggregation to support win loss analysis for video management product category-workflow diagrams to evaluate and implement RPA (robotics process automation)-reporting of product categories and project attachment rate trends-calculating ROI of sales program effectiveness-internal communications strategy & planningSystems leveraged:SharepointMicrosoft Power Platform - Power Automate, Power Apps, PowerBISalesforce.comQlik

I have ownership of the operational effectiveness across the Customer Care Business Unit as well as Raven360’s Learning Academy, which supports both customer and employee onboarding and ongoing training. My responsibilities span several key areas to drive process building, platform standardization, and optimization. This includes:- Defining, developing, and continually refining key Customer Care systems and processes- Owning and managing specific tech stack, including HubSpot, LucidChart & WhatFix; ensuring data integrity, providing training, and communicating changes to system use and configuration- Building customer programs, dashboards, reporting and other resources/toolkits that allow Customer Care functions to scale- Continually gathering Team concerns, ideas, and improvement feedback; resolve problems and develop action plans for ideas and improvements- Establishing and managing new hire onboarding plan for all Customer Care roles; - Ensuring content supports customer journeys and onboarding processes as well as helps drive self-service learning

- Updated 125 content assets, developed 8 new learning plans, and executed relaunch of Learning Academy to improve lead generation and customer self-service training; achieved 28% increase in repeat user access- Collaborated with Sales to optimize our Learning Academy to support the buyer journey and incite sales engagement- Designed contextual help framework to support learning in-the-flow-of-work and self-service training- Developed branding guidelines and templates for consistency throughout the Academy learning experience

Framingham, Ma

As Customer Success Manager in an evolving startup, my main focus was understanding customers’ initial and ongoing business objectives to establish the proper workflows, integrations, & technical documentation required for on-time project implementation. As part of a small team experiencing rapid growth, I also took the initiative to:- Configure proofs-of-concept (POCs) in support of business development and customer acquisition- Spearhead the overhaul of the user interface through collaboration with 3rd party UI/UX designer- Create and execute test plans for business validation of new product releases- Write client-facing product release communications- Write video scripts for new product content creation- Evaluate improvements to product development ticketing to achieve data integrity and insights about commonly requested product enhancements

Atkinson, Nh

I was responsible for Sales, Sales Ops, and Client Services functions, delivering impact within the first several months.- Secured interest for 30,000 and 70,000 unit deals with subscription box companies- Migrated from Excel-based sales outreach tracking to HubSpot Sales- Optimized onboarding systems, driving a 40% increase in IR accounts

Greater Boston Area

I led the company’s first initiative of a Voice of the Customer Program. - Evaluated the customer acquisition-to-launch journey, developing a framework for listening posts at critical touch points along the journey- Designed a "feedback ecosystem" to solicit knowledgebase and in-product feedback to drive customer-centric product improvements

I was primarily responsible for the delivery and support of Qstream’s Partner self-service model. - Designed, executed and managed self-service Partner Enablement Program, driving 375% increase in repeat use of the platform- Implemented Partner Services Onboarding & Enablement model; drove 375% increase in repeat platform use- Implemented a Content Certification Program and built a Certified Qstream Content Partner Network- Mentored 85 self-service accounts to plan, manage & execute successful Qstream projects to defined goals - Managed UI translations, expanding platform to 16 supported languages- Authored support collateral including guides, FAQs, and product release notes

I was primarily responsible for client-specific project implementations, but as part of a fast-growing startup, assumed additional operational and customer service job responsibilities.- Managed implementations for high-value clients such as Abbott Labs, BioRad, and Novartis- Assisted in the creation of project planning templates, training presentations, and communication templates to standardize implementation services across a distributed team- Managed Zendesk inquiries; defined ticket tags, macros, & workflows and managed 8-person team, achieving an average first reply time 45% faster than industry benchmark

Greater Boston Area

I managed all aspects of business operations - Product Development, Sales, Marketing, Raw Materials Sourcing, Customer Relations and Accounting.- Established business partnerships with 5 local suppliers to source raw materials, managing 9 SKUs across wholesale and e-commerce channels- Garnered endorsements from industry leaders such as PaleOMG, driving 1500% increase in e-commerce traffic. - Used advanced formulas and pivoting in Excel to configure production planning, scheduling and inventory management system, maintaining lean inventory levels while achieving 100% on-time order fulfillment

Greater Boston Area

Through management of a 15-person Client Service Team, I was accountable for overall satisfaction of 1100 clients worth $12M in division revenue. - Consistently met (or exceeded) departmental client activation and retention metrics- Implemented changes that improved Customer Service call queue routing and reduced call times.

Greater Boston Area

- Post-sale system implementation expert for deal values greater than $350,000- SME and first escalation contact for technical issue resolution, leading 3-person Implementation Team within the Account Management Division.

Greater Boston Area

- Managed the account health of assigned clients worth $1M in revenue.

Bachelor Of Science, Marketing & Supply Chain Management

Entrepreneurship

Master Of Science, Business & Technology Mgm'T