• Oversaw day-to-day operations of the Customer Success, Product Development, and Billing departments• Managed 6 key client accounts worth over $1M in sales, accounting for over 40% of total annual revenue• Collaborated with major partners and clients to identify, negotiate, and fulfill their custom pricing and service needs• Facilitated and managed cross-departmental collaboration throughout the company to ensure that all workflows, processes, and strategies are aligned •… Show more • Oversaw day-to-day operations of the Customer Success, Product Development, and Billing departments• Managed 6 key client accounts worth over $1M in sales, accounting for over 40% of total annual revenue• Collaborated with major partners and clients to identify, negotiate, and fulfill their custom pricing and service needs• Facilitated and managed cross-departmental collaboration throughout the company to ensure that all workflows, processes, and strategies are aligned • Regularly monitored company performance to proactively identify bottlenecks & inefficiencies across all departments, and to develop solutions for the identified issues Show less

• Managed and oversaw the hiring, training, and development of all customer success coordinators and co-op students• Oversaw all operations and strategies related to customer retention and relations, maintaining a retention rate of 95%• Collected and analyzed customer survey data and KPIs (such as NPS, CSAT, & Churn Rate) to identify product improvement opportunities, resolve key customer pain points, and create cross-selling strategies• Undertook additional sales responsibilities… Show more • Managed and oversaw the hiring, training, and development of all customer success coordinators and co-op students• Oversaw all operations and strategies related to customer retention and relations, maintaining a retention rate of 95%• Collected and analyzed customer survey data and KPIs (such as NPS, CSAT, & Churn Rate) to identify product improvement opportunities, resolve key customer pain points, and create cross-selling strategies• Undertook additional sales responsibilities during COVID-19 pandemic period by handling inbound leads and providing demoes to prospective clients, effectively contributing to an annual revenue increase of $1.5M• Presented at conferences, trade shows, and client sites in order to generate interest and secure sales opportunities • Proficiently handled all Tier 3 (most complex) customer issues and inquiries with a personalized service Show less

• Hired as employee #5 to become GetQuorum's very first Customer Success Coordinator • Cultivated strong relationships with 250+ clients by onboarding and assisting them throughout the service-delivery stage• Monitored phone line and help desk inbox (HelpScout) to ensure client complaints & requests are efficiently resolved• Managed customer pipeline via our CRM platform (Streak) to keep track of client information, facilitate cross-selling initiatives, manage retention, and… Show more • Hired as employee #5 to become GetQuorum's very first Customer Success Coordinator • Cultivated strong relationships with 250+ clients by onboarding and assisting them throughout the service-delivery stage• Monitored phone line and help desk inbox (HelpScout) to ensure client complaints & requests are efficiently resolved• Managed customer pipeline via our CRM platform (Streak) to keep track of client information, facilitate cross-selling initiatives, manage retention, and maintain relationships with clients Show less

• Drafted contracts for collaborative R&D projects between the university and multinational enterprises in order to ensure proper execution of IP agreements and release of partnership funds• Assisted in the creation of budgets for 24 individual research projects to ensure proper and accurate allocation of a $5 million grant• Maintained and updated data on the Research Information System (RIS) on a daily basis in order to ensure information consistency, relevancy, and accuracy•… Show more • Drafted contracts for collaborative R&D projects between the university and multinational enterprises in order to ensure proper execution of IP agreements and release of partnership funds• Assisted in the creation of budgets for 24 individual research projects to ensure proper and accurate allocation of a $5 million grant• Maintained and updated data on the Research Information System (RIS) on a daily basis in order to ensure information consistency, relevancy, and accuracy• Created research-funding activity reports on a bi-weekly basis to streamline communication across departments and between executive decision makers• Organized and compiled application forms for multiple government-backed funding competitions in order to ensure timely submission of all applications Show less