Emily Robbins Email and Phone Number

- Early-stage startup; managed a book of ~30 accounts to drive adoption and educate customers. - Established renewal strategy for accounts and created mutual success plans for account growth and adoption. - Constantly evolving product; remained flexible and adjusted communication with customers to match changes in product with customer needs.

- Manage a book of ~200 accounts; manage renewals, create opportunities for expansion, partner with customer to understand business needs- Proactively educate customers about the value of Smartsheet - Build and manage numerous outreach campaigns for successful prospecting and discovery efforts

- President's Club Award Recipient - Managed a book of large enterprise accounts; drove adoption & expansion of licenses, increased product knowledge to create stickiness, and answered technical and strategic questions - Partnered with account team "pod" of an Account Executive, Solutions Engineer, and Enterprise Sales rep to drive strategy across account base and manage territory - Led engagement initiatives such as webinars, lunch and learns, customized training and Smartsheet Days to encourage adoption and find opportunities in accounts. - Analyzed usage trends and created value analysis to present to customers to present value derived from the product; used this information to create long-term growth with Smartsheet - Exceeded net retention numbers and earned trip to President’s Club FY22- Developed a CS & Sales Partnership Playbook to encourage collaboration between sales and CS to drive more opportunity across accounts and create a better customer experience

My goal working in customer success is to make our customers happy and successful – helping them to reach heights they once thought unattainable. I do this through many ways which are broken out below: Customer Onboarding/HealthI assist in the initial onboarding of enterprise-level accounts, establishing successful adoption and engagement. This includes joining and leading customer status calls. Anytime a customer provides feedback, I actively liaise with the product team to communicate this feedback and brainstorm product enhancements. When onboarding customers, I deliver live end-user trainings, answer general product questions, and create and edit custom training videos educating customers on how to use Allego. I continually focus on becoming a Subject Matter Expert related to all things Allego to better communicate and consult with customers.Customer Conference Planning I help to plan the S3 Customer Conference, which involves recruiting customers, maintaining internal tracking and organization, and assisting with marketing efforts. I collaborate internally with the product, sales, and marketing teams to ensure that customers will receive valuable and relevant information at the conference.ReportingTo better illustrate Allego’s impact on our customers’ organizations, I create reports in Salesforce and Excel to illustrate product usage. This data is used to advise next steps and suggested use for better results. This at times requires work with the Dev team to build custom reports as requested from customers. Customer Support Key player in the customer support process as it relates to enterprise-level customers, helping to draft templates, troubleshoot security and device-related issues, and train colleagues on how to implement these processes. Actively seek ways to streamline the support process and collaborate more effectively internally.

This position juggled a variety of projects. My foundational responsibility was to manage a portfolio of approximately 100 individuals and serve as the relationship manager for hospital development. I planned and executed the annual Fall Fete event, which required the recruitment of an event committee of about 15 members. I also hosted meetings for and reported event-related data to committee members. I drafted personalized correspondence related to current and future philanthropic needs - this included stewardship, solicitation, and cultivation materials. Frequent collaboration and communication with team members were necessary to strategically analyze the past efforts of the annual fund and discuss/implement ways to instigate further growth.

Heavy project management role supporting the efforts of the Assistant Dean of Development. Tasks included writing meeting briefings, analyzing reports, arranging travel, coordinating meetings, and researching individuals and companies. Served as a test user on a new platform and worked with Operations Team to implement the platform after trial runs. High volume role requiring impeccable communication and writing skills, organization, analytical skills, and a calm demeanor under pressure.

Temporary position that ensured the recruitment process for Harvard's Alumni Affairs and Development Office went smoothly. Conducted identity, criminal, credit and education background checks for all hires. Arranged and attended strategy meetings with hiring managers to understand desired candidate profiles. Maintained database, managed recruitment calendar, and worked with the Lead Recruitment Consultant to adhere to legal and procedural guidelines. Interviewed candidates both in person and by phone to assess a match with the organization. Drafted, edited, and sent offer letters to new hires.

One of 26 interns that worked alongside a number of fundraising professionals for the summer to enhance communication, professional, and development skills. Focused on the School of Public Health's LinkedIn efforts to foster alumni engagement and collaboration by conducting best practice research and developing processes to optimize LinkedIn usage. In addition to acquiring knowledge in the workplace, I participated in a required educational class component that exposed me to the various elements of the development field.