Eric M. Email & Phone Number

Cambridge, Massachusetts, Us

Cambridge, Massachusetts, Us

-Led and motivated a high-performing customer success team, fostering a collaborative environment and ensuring the team's success as a whole. -Provided personalized coaching and professional development recommendations for team members, contributing to both individual and collective success.-Actively engaged in peer coaching and feedback discussions, contributing to a psychologically safe and trusting team culture.-Played key role in the hiring process for new team members, from interviewing candidates, documenting candidate feedback, and participating in hiring decision deliberation.

Cambridge, Massachusetts, Us

-Spearheaded the development and execution of customer success strategies for key strategic accounts, ensuring alignment with organizational goals and customer satisfaction.-Established and nurtured long-term relationships with C-level executives and key stakeholders within strategic accounts, serving as the primary point of contact for all customer success-related matters.-Collaborated seamlessly with sales, product, and support teams to ensure a unified and exceptional customer experience, leveraging a cross-functional approach to address customer needs and challenges.-Proactively identified upsell and cross-sell opportunities within strategic accounts, driving revenue growth while maximizing customer value through the adoption of additional products and services.-Cultivated customer advocacy programs specific to HubSpot, turning satisfied clients into references, case studies, and testimonials to enhance the company's reputation and attract new HubSpot business.-Utilized HubSpot analytics and customer data to derive actionable insights, enabling data-driven decision-making for both internal teams and customers.-Developed and executed strategic account plans, aligning customer success initiatives with the overall business strategy to drive mutual success.-Implemented customer training and enablement programs, empowering clients to maximize the value of the products and services, and ensuring a smooth onboarding process.-Successfully managed contract renewals within strategic accounts, ensuring high renewal rates and customer retention.

Cambridge, Massachusetts, Us

-Took charge of the recruitment process, interviewing and vetting candidates to identify top talent aligned with the team's goals and values.-Played a key role in restructuring the team's interview process, contributing to improvements by updating the format to enhance the overall efficiency and effectiveness of candidate evaluation.-Offered mentorship to both internal and external new hires, guiding them through onboarding processes and facilitating a smooth integration into the team.

Cambridge, Massachusetts, Us

Cambridge, Massachusetts, Us

-Built and Scaled the Customer Service Function: Led the creation, development, and execution of Propel’s first and only dedicated customer service team, a foundational shift that enabled the company to better manage client relationships and drive retention.-Team Leadership & Cross-Functional Collaboration: Managed a diverse team of 17 employees, including six remote team members across multiple states, aligning team goals with broader company objectives. Worked closely with senior leadership to identify opportunities for process improvements, providing actionable recommendations to enhance customer experience and operational efficiency.-Process Design & Continuous Improvement: Designed and implemented a structured performance management framework, introducing standards of achievement and developing a quarterly bonus structure. Led efforts to optimize workflows, ensuring that service levels were aligned with business goals and client expectations.-Talent Development & Onboarding: Took ownership of the full employee lifecycle, from hiring and onboarding to continuous training and development. Built a high-performing team that was aligned with company values and culture, ensuring sustained success and a focus on long-term customer relationships.-Strategic Use of Technology & Data-Driven Insights: Spearheaded the implementation of a new ticketing system that not only streamlined customer service operations but also provided data-driven insights into client inquiries, retention trends, and churn patterns. Used this data to recommend and execute improvements in customer service strategies, directly impacting customer satisfaction and retention.

Performed a variety of duties for the 2013 special election campaign, including phone banking, recruiting volunteers, and assisting at events.

Baltimore, Us

-Monitored and alerted national, state and local news, via print, television and social media outlets in real time to ensure the campaign was informed and prepared in its messaging.-Responded to inbound inquiries via email and phone from donors, volunteers, and constituents asking wide-ranging questions about the campaign, election, and the candidate. -Provided proactive outreach to volunteers while assisting in the coordination of Election Day events.-Team Leader for Election Day operations from the TD Garden which included monitoring and assisting volunteers with voter related inquiries. -Project Task Force Member for Project ORCA both leading up to and on day of the election.

-Worked with the CBS producers, actively researched current events and news utilizing social media outlets.-Answered calls for the show and talked to callers. Also coordinated contest calls-Helped with show preparation prior the start of the show.

Bachelor Of Arts (B.A.), Communication

Education record