Fran Moore Email and Phone Number
Experienced leader with over 6 years in Customer Success. I help companies focus on client adoption and retention through innovative playbook strategies, leveraging existing tech stacks, and coaching and training for CSMs. Some examples include: -Built out the core competency map for the Customer Success team at Namely -Kicked off the rollout for Chorus call recording and created enablement materials for all of Customer Success -Designed and developed a lunch and learn program for the CS team to upskill in areas such as product knowledge, call planning, prioritization of BoB, and sales and negotiation workshop-Created a podcast marketing agency and built out strategies to retain 24 clients from a variety of industries while managing 12 contractors -Drove adoption of Gainsight CS across the department and increased user base by 25% to streamline customer success operations I get excited about opportunities where I can build out new strategies to increase client retention and coach CSM to reach their highest potential while being their authentic selves.
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Senior Customer Success Operations AssociateAthenahealth Oct 2023 - PresentBoston, Massachusetts, Us
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Manager, Client RelationsNamely May 2023 - Sep 2023Chandler, Arizona, Us -
Customer Success LeadNamely Apr 2022 - May 2023Chandler, Arizona, Us
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Chief Executive OfficerThe Pod Factory, Llc Dec 2019 - Oct 2021As the leader on client performance calls, I discussed up to date metrics and plans to enhance client performance with my team and updated client benchmarks and goals through subscribing to newsletters for industry updates.I built client reports and reviewed data with clients to increase utilization and presented new services and offers to existing clients to encourage expansion of services. I tracked potential client leads and upsells opportunities within a CRM system in addition to creating client contracts, renewals, track client retention and attrition rates, and review client escalations and work to mitigate potential attrition risks. -
Customer Success ManagerAthenahealth May 2017 - Jan 2020Boston, Massachusetts, UsI conducted B2B relationship development and managed critical/complex/escalated client issues through analysis and collaborative strategy development. I also hosted weekly issue calls with executive clients and discuss potential resolutions to current issues with their C-Suite level executives and senior leadership. As an internal advocate for executive clients, I engaged with internal teams on the client’s behalf and worked on projects internally to improve training by creating articles to assist new associates with day to day activities and identifying service gaps and reports them to the product teams.
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Implementation AnalystAthenahealth Aug 2015 - May 2017Boston, Massachusetts, UsTo communicate effectively with internal teams and external clients/partners to deliver product information, I properly managed client’s expectations, providing timely status updates. I supported client implementation activities on-site and serve as a primary client contact on athenaNet as well as a resource for other athena staff (e.g., implementation lead, project management, etc.) in addition to evaluating client athenaNet user proficiency on-site. I provided on-site support during the “go live” period and post “go live” transition and remote nerve center phone support during the “go live” period and post “go live transition.I developed and maintained an understanding of best practices to use in coaching our clients to success and contributed to an online library of team training tools and documents. I also supported ongoing, real-time client training and troubleshooting needs in the Client Support Center.
Fran Moore Education Details
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University Of West GeorgiaSociology
Frequently Asked Questions about Fran Moore
What company does Fran Moore work for?
Fran Moore works for Athenahealth
What is Fran Moore's role at the current company?
Fran Moore's current role is Customer Success Leader | CS Ops | Manager, Customer Success | SaaS.
What schools did Fran Moore attend?
Fran Moore attended University Of West Georgia.
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