Emily Simons Email & Phone Number

Austin, Texas, Us

Managed a Customer Success Management team of 10, ensuring the development, performance, and execution of processes to deliver required service levels, customer entitlements, retention, satisfaction, and value.- Launched BigCommerce's first Digital Customer Success team to scale CSM efforts, customer engagement, and efficiency.- Developed scalable systems and playbooks to support team growth and drive repeatable quality client outcomes.- Implemented Gainsight across the team and oversaw the training and change management to ensure CSM adoption.- Established a Customer Education series to increase product adoption and user engagement with webinars, short videos, and engaging documentation.- Ensured seamless transitions and handoffs from internal teams such as sales, implementation, and customer education.- Partnered with Business Operations teams to develop solutions and adopt new software to improve CSM efficiency and productivity. - Execute scaled communication procedures with enterprise accounts, including strategic business reviews, product roadmap improvements, and cadences.- Maintained net retention at 99.5% and NPS average of 8.5/10.

San Francisco, California, Us

As a Senior Manager of CS, I launched and scaled a Strategic Global Customer Success team, growing the CS team from 2 CSMs to 2 teams (Amer/Emea) and increasing our revenue by expanding existing customers.- Reduced the training and ramp-up time for new CSMs by revamping the training plan and onboarding process.- Collaborated with vendors and internal teams to drive results on projects, reduce escalations and churn, and ensure client satisfaction - Established a data-driven team through dashboards and reports in Looker to measure client usage and predict renewals/churn.- Created a creative content strategy through video, email, webinars, and articles to drive product adoption and user engagement- Coached and mentored team managers and CSMs through promotions by creating a CS career growth path with personal development milestones and goals.- Rated as one of the Top 10 Essential Contributors in the Company.

San Francisco, California, Us

As a Manager of Customer Success I launched and scaled a global Strategic CSM team. I created implementation processes, onboarding plans, training materials, improved user experience, and significantly expanded our revenue. Built a Go-To-Market strategy to scale the CS team from 2 CSMs to 10 CSMs globally.

San Francisco, California, Us

As an Enterprise Customer Success Manager at Fountain I have assisted clients through onboarding, implementation, training and demos, product request, account management, and renewals. On a daily basis I work with clients to review workflow efficiency, data analysis and reporting, onboarding and hiring strategy, and resolve any bugs and technical issues. I also collaborate with product to provide feedback from customers and assist with feature road mapping and complex integrations. Tools: Salesforce, Gong, Looker, Trello

San Francisco, California, Us

As a Customer Success Manager at Fountain I helped launch the CS team for a new division focusing on SMB and Franchise clients. I created an onboarding strategy, growth plan, helpful documentation, demos and training sessions. I assisted clients with onboarding, training, growth, sourcing, recruiting, and hiring strategies.

Menlo Park, Ca, Us

As a Customer Success Manager at Robert Half Direct, I was part of the founding CSM team from our initial product launch and through expansion. Here I assisted clients through onboarding, training, recruiting, retention and renewals. In addition, I assisted as a product liaison for product improvements, roadmaps, and creating documentation and training materials for product releases. I also assist with technical recruiting and screening candidates for our hiring platform. +Salesforce, Teams, Trello

Sydney, Nsw, Au

As a Customer Advocate at Atlassian, I was responsible for assisting customers regarding the complete suite of Atlassian products, account questions, trouble shooting, upsells, and other billing and licensing questions and request within SLA while exceeding NPS and CSTAT goals.

Austin, Texas, Us

As People Operations Compliance Analyst at Favor, I created and managed the onboarding process for independent contractors, implemented the onboarding funnel, ensured applicant workflow efficiency, compliance, and success of all individuals. I also assisted with open enrollment, new employee onboarding, office compliance, and other HR duties and tasks.

Austin, Tx, Us

As a Customer Support Representative at Mood Media, I helped clients through the lifecycle of their account, assisting with product installation, technical support and troubleshooting, scheduled technicians and projects, renewals and upsells, and billed clients for support.

Austin, Texas, Us

As Development Intern I assisted the Development team in events for donors, employees, and volunteers. Events ranges from fundraising events such as Amplify Austin to employee and volunteer appreciate events. I worked with locations, vendors, and volunteers to create the best possible events. I also was responsible for providing grant research, updating member database, and creating a vendor database.

As Director of Youth Ministry, I plan and lead Sunday school, weekly meetings, and events for the youth. Other responsibilities included worship leader for Youth Sunday, directing youth sponsors, attend church meetings, and participating in weekend rallies and summer camps. I also maintain relationships with the youth that enables their ability to grow in their faith.

Austin, Tx, Us

As a Temporary student Services Representative, I was responsible for following up with prospective students by email and telephone calls and help them find the best program for them to study abroad and do missions. I also maintained the Veritas Student database by updating information in student files and inactivate old student files. Other projects include research Christian Organizations and ministry leaders for Representatives, data collection, and organizing files.

Masters Of Divinity

Bs, Radio-Tv-Film