As a dynamic leader at Revenue.io, I manage a substantial book of business exceeding $3.4 million, achieving 238% of my growth target while maintaining an impressive renewal rate of 96.5%. My role extends beyond traditional customer success management, encompassing responsibilities akin to a Director of Customer Success. This includes hiring, training, coaching, and developing strategic processes to ensure team success.Key Responsibilities1. Business Management: Oversee a portfolio worth over $3.3 million, consistently surpassing growth goals and ensuring high renewal rates.2. Team Leadership: Lead and manage the customer success team by hiring, training, and mentoring team members to achieve excellence.3. Strategic Development: Define Objectives and Key Results (OKRs), develop customer growth strategies, and document processes to enhance team efficiency.4. Cross-functional Collaboration: Serve as the voice of Customer Success across various departments including product, sales, implementation, and support to drive cohesive strategies.5. Customer Engagement: Maintain direct involvement with customers through meetings and training sessions to foster strong relationships and ensure satisfaction.Skills and Competencies1. Leadership & Mentorship: Proven ability to guide teams towards achieving exceptional results.2. Analytical & Strategic Thinking: Expertise in developing data-driven strategies that align with business objectives.

I lead a 6-week program that offers insights into the key fundamental principles and practices of Customer Success Managers. I combine weekly instructor-led live sessions online with structured independent learning. I am responsible for curriculum development, session management, and project reviews.

Account Engagement (Pardot) is a SaaS marketing automation platform by Salesforce offering email automation, targeted email campaigns and lead management for B2B sales and marketing organizations. Account Engagement automates common marketing tasks, including: Tracking customer behaviors and creating digital marketing campaigns.•Led consultative trainings, shared best practices, and created improvement plans for 70+ clients resulting in a lifetime Customer Satisfaction Score (CSAT) of 4.9/5 at 134% of goal. •Set record for organization’s Customer Satisfaction Score response rate by delivering 220% of our 40% target. •Hosted webinars and Ask An Expert Office Hours for Premier customers.

Amazon Subscription Boxes allow Amazon customers to shop the top subscription boxes in beauty, grocery & snacks, lifestyle, toys, and more.•Managed all Amazon Subscriber accounts. Was responsible for their B2C growth on Amazon, Annual Business Reviews, and collecting their product feedback (shared with Sales, Product, and leadership team).•Created weekly email campaigns for subscription sellers: content creation, audience segmentation, scheduling, and quality control. Used A/B testing to improve open and click-through rates (CTR).•Generated a top tier email strategy with impressive results including an annual send rate of 24 million emails with unsubscribe and click-through rates beating internal targets at 4% and 11% respectively. •Grew total subscriber base by utilizing: “Deal of the Day,” creating and executing email strategy, wakescreen ads, SEO, and all on-site holiday promotional placements resulting in 100% growth YoY from 2019 to 2020.•Networked with internal teams to increase their understanding of the subscription business on Amazon leading to a 120% increase in “Deal of the Day” approvals granting a 24-hour home page feature for sellers. “Deal of the Day” could increase subscriptions by 2000% MoM in one day.

Hired 6 specialist by participating in internal informational meetings, interviews, and debriefs. Delivered trained and coached first team of Transparency Onboarding Specialist at Amazon.Delivered an incredibly fast ramp time for each new team member while producing documentation/SOPs for processes. This team was on the phone with customers and contributing to the greater team goals within one week of being in seat.

Transparency protects brands and customers by ensuring that every unit shipped is authentic.•Exceeded onboarding target by achieving 103% of goal, while continuing to own full customer life-cycle post launch (usage and performance analysis, quarterly business reviews, etc.).•Collaborated with Account Executives to re-engage brands that had gone silent during sales cycle. •Designed an email campaign to engage disengaged buyers, delivering 188% of response rate goal.•Created role-centric documentation that outlined processes and best practices in company’s internal Wiki, leading to more efficient onboarding of new hires.

Lever is an Applicant Tracking Software that helps to drive company performance, while create recruiting efficiency. Lever transforms sourcing, recruiting, and hiring.•Built strong relationships with portfolio of customers valued above 2M in ARR.•Prepared and conducted Quarterly Executive Business Reviews with all customers. •Worked closely with C-Level Executives, Sales, Support, and Product Managers to ensure customers met their overall business goals and objectives.

LinkedIn Learning is an online educational platform that helps you discover and develop business, technology-related, and creative skills through expert-led course videos.

Jhana creates and delivers micro-learning content and tools for training, performance management, leadership development, employee engagement, and retention.

•Renewed 100% of client portfolio and reached several multi-year agreements with clients including VMware, Expedia, and Puppet, exceeding performance expectations.•Led clients through implementation process, providing product insight through data analysis, delivering curated content that resonated with teams immediately.•Consulted on strategy and provided change support and training recommendations leveraging content libraries for Learning and Development, Human Resources and Executive team needs.

Twilio offers complete solutions to building communication with telephony. More than a million developers and leading brands are already using Twilio to build innovative communications solutions. Twilio Communications APIs enable voice, messaging, and video conversations within the web and mobile apps. This facilitates developers to make easy communications between different apps. •As the first full-time Inventory Manager at Twilio I was responsible for designing and documenting the Standard Operation Procedures (SOPs).•Managed multi-million dollar operating budget and improved purchasing model which resulted in a dramatic reduction of monthly spend across all rate centers. •Procured, tested, and provisioned phone numbers globally for partners like Uber, Lyft, and Nordstrom.•Awarded Partner Friendly Award by the Sales team in November of 2014 for going above and beyond to set Twilio customers up for success.

Responsible for managing application implementation/launch, communicating best practices, ongoing relationship management, renewals, and upsells. • Managed the implementation process and launch of new applications• Built and sent customer newsletter (using Pardot)• Developed trusted relationships with both junior and senior level university administrators• Produced tutorials, forums, and shared best practices with clients and users• Communicated new product features • Owned client renewals and negotiations • Upsold new products to current clients - quota carrying role• Provided accurate and factual information regarding customer product feedback to the product team

• Directly manage a team of 10 (remote and on site), client relationships, and deliverables.•Predict retention and enrollment numbers of students to staff teams.• Leadership and coaching quality development for coaches and campus leadership team.• Improve efficiency and create best practices to modify and develop internal as well as client systems (database, reporting, communication, delivery, coaching quality, emergency situation support, and leadership development).• Facilitated team meetings twice weekly to manage performance and collective development.• InsideTrack certified coach at “Basic”, “Intermediate”, “Advanced”, and “Coach Mentor”.

• Build trusting relationships with a diverse student population by delivering personalized, constructive, engaging, motivating, and informative coaching sessions on a weekly basis via phone.• Manage a roster of approximately 75-150 students by: 1) maintaining accurate student information; 2) projecting, assessing, and reporting on student performance; 3) prioritizing and executing appropriate coaching actions to remove roadblocks to success.• Attend weekly professional development trainings in order to constantly challenge myself and further my growth as a coach. • Debrief and evaluate other coaches student meetings by: 1) listening to and scoring call; 2) meeting with the coach to offer feedback and suggestions that will enhance the meeting value

I started as a Site Coordinator at Girls Moving Forward. I later moved into the role of Program Director.• Working in classrooms with K-12th grade students in Oakland Unified School District• Developed all new hire and ongoing staff trainings • Recruited, hired, trained and managed new tutors/mentors for school sites.• Ongoing coaching and development of tutors/mentors.• Created curriculum that was used in our programs.• Ensure program quality through program observation and evaluation Supervising interns and volunteers.

• Developed and produced marketing materials, college publications, brochures, and other graphic materials for Stevenson College events and programs.• Planned and executed large university events such as graduation ceremonies, new student orientation, concerts and community dinners.• Hired, trained, evaluated, and managed a staff of four program assistants, fifteen audio-visual work crew, and thirty-five volunteer Orientation Leaders.• Led New Student Orientation as well as the Parent Summer Orientation.• Worked collaboratively with staff, faculty, and students to develop and implement multi-cultural programs that met the goals of the college and the College Programs Office.