Garrett Stephens Email and Phone Number

Manages all elements of go-to-market strategy, including messaging and positioning, sales training, packaging, and launch planning.Utilizes marketing channels, in-app tools, and other strategies to drive product adoption and usage in partnership with sales, success, and product.Documents product marketing processes, structure, and goals as the organization scales and evolvesEnables customer-facing teams with collateral, talking points, and lead training sessions to ensure cross-functional alignment on messaging, key personas, and selling strategy.Built and maintains a feedback framework to help inform product decisions and dictate sales, success, and support enablement needs.Communicates across teams to problem-solve and align initiatives to key business OKRs

Managed go-to-market strategy for new product releases, including crafting positioning, messaging and creating external resources for sales prospects and existing customers, and conducting post-release analysis to determine the impact of release and areas for continued improvement.Interviewed newly signed and existing clients to create buyer personas, define product offering messaging, and inform sales enablement efforts.Collaborated with Product and Operations teams to ensure internal teams are trained on new features and capabilities.Performed research on competitors, conducted analysis on their offerings, created talking points and deliverables, and led training sessions for Sales and Account Management team members.

Manages rollout strategy for all new product releases, including aligning internal stakeholders on messaging and release timeline, preparing external resources for business and consumer products, and testing prior to the release to production.Assists in defining product requirements and improvements, and works collaboratively with developers to build solutions in a timely and efficient manner that drive customers to value.Analyzes platform and user data and performs user interviews and research to ensure projects ultimately drive KPIs and help the business meet its key strategic goals and objectives.Works collaboratively across the organization to gather input from internal teams, keep them informed of roadmap updates, and projects that are currently in process.Performs market research on industry trends and competitor offerings to ensure the product is best positioned and messaged to drive leads and conversions.Trains new employees on platform features and how they align with business strategies and goals, enabling them to start executing on their job function as fast as possible.

Served as the dedicated Customer Success Manager for the company's largest Fortune 100 customers (was also responsible for 75+ additional accounts with ~$750,000 in ARR) providing impeccable customer service and delivering on their business objectives via Cybrary's solution. Increased platform adoption by over 100% since taking over the account.Worked with Product and Engineering to communicate external feature requests and issues and assist in the prioritizing of customer requests to maximize value for all stakeholders.Communicated new product features internally and externally, and trained new employees on product usage and value proposition, getting them operationally ready as fast as possible.Oversaw B2C support, resource creation, and workflow to ensure the best possible user experience while minimizing churn by ensuring the support team is best representing the company and providing our users white white-glove customer service.Created a Sales to CS handoff process, and helped build out a client lifecycle workflow for B2B accounts including discovery, on-boarding, and QBR calls in order to help the team scale and maximize renewals.

Serves as the dedicated relationship manager for seven firms with combined assets under management exceeding $22 million, ensuring excellent customer service at all times and a tenacious support for their interests within the firm, leading to strong and lasting client relationships.Ensures positive and productive experiences for institutions, financial advisors, and individual investors by providing accurate and thorough information and synthesizing obtuse concepts regardless of market or financial literacy.Consistently exceeds expectations with average satisfaction scores at least 13% above the department standard for external client and shareholder service every month, representing the firm in the best way regardless of the external party.Manages team dashboard in Microsoft SharePoint to provide team members with easy access to information in an organized manner, enabling us to expedite resolutions to client questions.

• Fields client requests on analysis of portfolio composition, data presentation methods for client meetings, and client lifecycle management leading to increased client interaction and timely quarterly meetings• Created a comprehensive training document library for Fortigent client use regarding platform navigation, workflow processes, and reporting information which allows for quick and easy on-boarding of new clients• Developed a detailed knowledge base of investment performance reporting and client proposal methodology, calculation, and creation• Works with technology division personnel on new platform feature development and client user experience.• Uses CRM software to manage client relationships and track relationship • Manages workflow expectations and coordinates with multiple departments to complete client requests and meet deadlines allowing Advisors to promptly and effectively review performance data• Understands and executes processes for a full breadth of clients ranging from high net worth RIAs, family offices, and bank trust departments as well as LPL Advisory practices