I'm a Customer Success Manager with 8 total years of professional experience. I've managed hundreds of end-to-end customer journeys, including implementation, wellness, and technical support, with a proven track record of satisfaction throughout the customer lifecycle. I'm skilled in cross-functional collaboration and adaptation of project timelines to meet customers’ unique needs. I've ensured that existing Monsido customers received first-class support during 2 acquisitions, earning a 98.5% customer satisfaction (CSAT) score and driving a 95% retention rate. At CivicPlus, I closed 91% of implementation projects on time, far exceeding the team goal of 80%. I have expertise in Salesforce, Gainsight, Jira/Confluence, Intercom, Microsoft Office, Google Suite, and project management. I've worked with customers in myriad industries, including technology, consulting, government, law, K-12 education, higher education, retail, healthcare, and more. I know how to build rapport with a diverse clientele and pivot strategies to fit their needs. I've successfully equipped hundreds of customers with the tools they need to master a very technical product, from seasoned web developers to web editors with low technical knowledge. As the chair of the CivicPlus DEIB Committee, I oversaw diversity, equity, inclusion, and belonging efforts for 1000 colleagues across the globe, including communications, guest speakers, and internal education efforts.I believe in building relationships to help customers achieve their goals. I'm passionate about web accessibility, public education (I'm a proud former high school teacher), and creating equitable workplaces for all.