Responsible for creation and improvement of value messaging deliverables. Translated technical concepts into easily understood stories and statistics. Enabled customer-facing teams with tools to combat identified risks in account base. Owned messaging campaigns throughout the entire customer journey, from implementation and adoption through renewal.Ideated and executed cross-functional Customer Experience campaigns. Influenced internal decision makers to prioritize strategic initiatives. Improved existing campaigns by implementing new technologies for outreach beyond email. Implemented A/B testing for in-app notification strategy, increasing engagement with notifications by 5%.Worked across business to document customer journey and identify gaps in former customer strategy. Developed, proposed, and executed scalable solutions to identified risk signals aimed at increasing customer satisfaction and decreasing downsell and churn rates.

Spearheaded cross-functional effort to maintain a key account relationship worth over $7M in total spend. Liaised with account team while building and supervising a project team consisting of engineering and support resources devoted to solving related problems and restoring client confidence and satisfaction.Scheduled and led recurring conversations with key stakeholders from customers and solutions providers to identify and overcome barriers in deployment, increasing adoption rate and ensuring customer timeline is met. Created customized success plans for each account based on size and scope of deployments.Documented daily team activities and customer interactions beyond current job expectations and presented suggestions to Customer Success leadership, helping to develop new standardized operating procedures. Provided immediate value by volunteering for a customer satisfaction driven special project, collaborating with teammates, sharing past work experiences, and assisting with shaping new, scalable processes for supporting customers.

Assisted in the creation of a dedicated onboarding team to accelerate product adoption for customers ranging in size from 50 licenses to 50,000 licenses. Decreased time to value for new customers to 30 days post sale from 60 to 90 days post sale, resulting in a trending positive response rate to Onboarding NPS Survey.Volunteered as a mentor for coworkers interested in transitioning to the Customer Success team, providing training on various systems and processes, as well as hosting mock interviews. Successfully helped coworkers achieve internal promotions to the Customer Success team.Managed the customer experience for Proofpoint’s largest customers. Worked with a variety of teams, including Support, Development, and Sales to quickly resolve customer concerns, improving the existing escalation process to increase visibility on issues and drive satisfactory resolutions.

Served as the main point of contact post-sale with responsibilities ranging across the entire customer journey. Assisted customers with the onboarding and adoption of SaaS solutions through the successful renewal of contracts, upselling of additional products and licenses, and achieving customer retention goals.Collaborated cross-functionally with Support, Marketing, and Development teams to develop strategies to save at-risk account.

Responsible for the growth and maintenance of an annual revenue base of $8.5 million. Negotiated contracts with both existing and new customers to drive revenue growth in strategic categories.Well-versed in a constantly growing portfolio of products including security, cloud services, machine-to-machine, network solutions, and mobile device management. Expert with a variety of internal tools including funnel management and prospecting software

Helped transform small businesses by encouraging the adoption of SaaS technology, including paperless forms, cloud-based phone systems, and asset tracking. Identified growth opportunities in $8.5M small business customer base via new technology adoption, achieving more than 6,000% of monthly quota and receiving recognition as top of 1% sellers nationwide.Drove growth through new customer acquisition and upselling, increasing annual revenue of territory base from $3.1M to $5.1M. Recipient of sales excellence awards in 2012 and 2014.Identified and resolved client issues and concerns, resulting in high customer satisfaction and a low 12-month churn rate of 0.82%Coached a team of over 35 retail associates on how to discover business leads, both through organic in-store foot traffic and cold calling, leading to additional net new activations per location. Provided sample scripts, leading questions and participated in role playing exercises to raise comfort level with business customers.

Scheduled and programmed the Pittsburgh Ticketmaster.com website, attracting several thousand users per day.Wrote creative copy to describe an array of events including music festivals and popular concerts.Worked with clients including the Pittsburgh Penguins to discuss strategies to increase ticket sales.

Created and implemented marketing strategies that increased readership of newspapers on Penn State campuses by 10%.