Giana Washburn Email & Phone Number

Remote

-Own the onboarding experience of Pluralsight’s most valuable strategic customers from end-to-end.-Alignment and delivery of Pluralsight’s existing Professional Services offerings suite, project leadership, coordination with marketing plans, deep engagement of technical content alignment, consulting on integration and training, liaison between internal product team and external customers.-Function as an expert in the Pluralsight platform and service offerings as well as business acumen relevant to executive technology buyers.- Liaise with multiple customer SME groups and assist them in developing and implementing a strategy that translates learning objectives into business results.-Serve as a capture point for voice of the customer and provide feedback to Global Success Team leadership and to account leadership on recurring issues to help enhance product & services capability.-Develop new onboarding processes and strategies for new GTM product initiatives.

-Execute and evolve Pluralsight’s white-glove Professional Services onboarding service. -Own the onboarding experience for the company’s more strategic customers. -Alignment and delivery of Pluralsight’s existing Professional Services offerings suite, project leadership, coordination with marketing plans, deep engagement of technical content alignment, consulting on integration and training, liaison between internal product team and external customers.-Function as an expert in the Pluralsight platform and service offerings as well as business acumen relevant to executive technology buyers.-Develop new onboarding processes and strategies for new GTM product initiatives.

West Warwick, Rhode Island, United States

-Developed new employees and on-going performance assessment of current employees.-Implemented and monitored Implementation and Client Success processes to support contractual obligations resulting -in increased revenue and 98% client retention.-Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.-Collected requirements from end-customers and business partners for product upgrades, added featuresand new product development.-Investigated and resolved customer complaints to foster satisfaction

West Warwick, Rhode Island, United States

-Managed book of business worth $900,000 across 25 accounts.-Implemented, updated and organized Experiential Education databases to handle customer andinstitutional data.-Cultivated and nurtured relationships with customers to meet unique needs and goals determined during initial evaluation and planning process.-Created and managed knowledge base to offer staff and customers immediate informational access to products, services and organization.-Developed standard operating procedures and document workflows for current and future process steps.

West Warwick, Rhode Island, United States

West Warwick, Rhode Island, United States

Warwick, Ri

-Planned, articulated and executed client development strategies.-Performed troubleshooting of software and hardware to resolve issues and escalated situations to technical department.-Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.-Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.-Assisted clients with strategic processes and provided them with the necessary tools to achieve success.