Emily Dugger Email and Phone Number

• Worked within multiple remote teams to troubleshoot, triage, and resolve customer inquiries resulting in an average 95% satisfaction rating and over 70% first-touch resolution.• Led customers' digital transformation by providing tailored consultative services such as platform audits and front-end branding redesigns.• Served as a trusted advisor in event content marketing to best assist and guide each customer according to their unique goals.• Worked directly with Onboarding Specialists to ensure a smooth transition from implementation to post-launch.• Collaborated with the Revenue Team to influence and maintain 105% annual revenue retention by identifying usage gaps and opportunities for upselling. • Acted as the “primary voice of the customer” by identifying root needs and providing specific solutions and recommendations that increased customer time-to-value for the Product and Engineering Teams.• Completed admin and user research to influence Localist Net Promoter Score (NPS) and Customer Effort Score (CES) by translating feedback and insights into business requirements for the Product Team.• Gained a deep understanding of SaaS environments, including experience with feeds and APIs.• Identified and analyzed bugs and errors using in-browser developer tools to resolve technical issues.• Coordinated SSL and Single Sign On set-up and updates to align with customer security needs.• Provided complex, creative, and timely solutions using tools such as Help Scout, Notion, Trello, Slack, SendGrid, WordPress, JIRA, MailChimp, and Salesforce.• Maintained and created documentation to ensure that the Knowledge Base was up-to-date and effectively serving customers. • Developed strong knowledge of HTML, CSS, and front-end web design skills to ensure customer brand identity guidelines were consistently upheld.