Hillary Curran Email & Phone Number

Philadelphia, Pa, Us

Philadelphia, Pa, Us

• Serves as member of Guru's Leadership team, representing the overall CS department and speaking on behalf of the Voice of the Customer• Leads and manages the Customer Solutions Engineering team, providing guidance, support, and mentorship to ensure the successful onboarding, implementation, and long-term success of our products and services for customers, specifically those in the Enterprise segment with more complex setups and demands• Oversees the Digital Customer Solutions team, ensuring a strong ecosystem of self-serve resources are continuously built and maintained across our Help Center, Community, and inside our onboarding workflows• Leads efforts to gather valuable customer insights and elevate the customer's voice in key strategic business decisions by leveraging VOC data from customer calls and curating opportunities for customers to share their insights live at company and industry events• Partners with the Product team to help identify the largest pain points, feature requests, and improvement opportunities • Partners with the Marketing team to leverage customer quotes and testimonials in marketing materials, website content, case studies, and other revenue enablement collateral

Philadelphia, Pa, Us

• Owns the roadmap and execution of the VOC program, prioritized by the highest impact needs from company leadership

Philadelphia, Pa, Us

Philadelphia, Pa, Us

• Led Guru's Customer Experience (CX) team which includes Strategic Customer Success, and Services Studio (Implementation & Professional Services)• Developed and adjusted the CX team's strategy as the company scaled, managing internal resource allocation and all CX hiring processes• Led cross-functional collaboration efforts with CX and other departments (marketing, design, product development, sales, engineering, and support) to help foster a customer-centric culture internally at Guru• Founded Guru's Voice of the Customer program, including a quarterly effort to bring live customer stories and outcomes to life for the entire Guru team.

Philadelphia, Pa, Us

• Led Guru's newly established "Customer Experience (CX)" team which included Customer Success, Customer Support, and Customer Education• Oversaw the CX team's strategy, process improvement initiatives and data management, including KPIs for Success, Support, Education, and Guru's Customer Landscape at large• Served as Senior CSM, maintaining and fostering relationships with several strategic and enterprise level customers

Philadelphia, Pa, Us

• Led Guru's Customer Success team of CSMs, providing coaching, operational support and input into CSMs strategic customer plans while also serving as a strategic CSM, maintaining and fostering relationships with several enterprise level customers

Philadelphia, Pa, Us

Guru is a knowledge management solution that keeps your customer-facing teams up-to-date, consistent, and confident with trusted knowledge that’s accessible in every application they use.

Berwyn, Pennsylvania, Us

Served as Internal Product Manager, Certified Salesforce Administrator, Technical Training Specialist, Community Technical Support Lead, and G Suite/Slack Admin• Provided technical support for the online certification of 2000+ companies from 19+ industries across 4 languages, improving 1st contact resolution rate from to 40% to 78% in less than a year through the implementation of an online ticketing system• Modernized data collection, analysis, and visual display for quarterly board reporting on grant management and internal KPIs, creating a more digestible data experience for B Lab staff, senior leadership and advisors• Planned, beta-tested, and led the rollout of Slack to over 140 users across 8 global partner regions in less than 7 months, saving 10+ hours a week spent on email and increasing cross-team collaboration• Collaborated across Product, Development, Marketing, Services, and Strategic Growth teams, developing an internal product roadmap with clear priorities for the implementation of new features and solutions, improving internal team productivity and efficiency• Curated and implemented a searchable organization-wide catalog of technical tips and tricks for database procedures, FAQs, and reporting tools, reducing dependence on support team by 3+ hours each day• Led the research and strategy for an online learning management platform to streamline staff and external user trainings, leading to the procurement of a $25K grant to fund the project, eliminating 15+ hours of in-person training per new hireB Lab "Lifesaver" Award, March 2015B Lab "Service with a Smile" Award, March 2016

Helping nonprofit clients evaluate their impact and make sustainable change through improved business strategy and technical advancement.

Chicago, Il, Us

• Developed targeted recruitment templates, diversifying CTC's programming support across 2 additional business industries • Trained staff on how to maintain Salesforce database, improving organizational efficiency• Conducted personalized follow-up after meetings with high-level funders and foundations, reinvigorating donor relationships • Designed and implemented MailChimp email marketing, improving program delivery and automating company outreach • Produced and edited video marketing materials, boosting client recruitment for CTC College Simulation through social network channels

Chicago, Il, Us

• Conducted qualitative and quantitative research on volunteer and donor behavior using SPSS and Stata. • Compiled literature research on nonprofit economics, work integrated social entrepreneurship, and financial advising for the public sector. • Completed IRB approval for social science research on economic resilience of coastal communities for Ohio's Sea Grant. • Presented research on "How Married Couples Make Charitable Giving Decisions" at ARNOVA's 42rd Annual Conference, Hartford, CT, Nov. 2013• Contributed to findings published in 'Public Budgeting & Finance': "A Descriptive Analysis of State Government Debt-Related Derivatives Policies" Luby, M.J. & Singla, A.

Chicago, Illinois, Us

• Supported the development of the CIW YOU(th) Program, providing 450 Chicago Public High Schools students from low-income communities the opportunity to attend and participate in CIW events through hands-on experiences across the city. • Worked with CIW’s communications team to leverage general media and social media opportunities for the YOU(th) program. • Maintained communication between 8 youth community partner organizations, YOU(th) Advisory Board, and CIW Staff to facilitate constructive collaboration before, during, and after CIW events.

Evanston, Il, Us

• Coordinated ‘Health and Medicine’ concentration for Engage Chicago’s 8-week social justice program, increasing a student's likeliness to choose a career in health justice by 84% at the program's end• Leveraged community connections in Chicago to help students understand the realities of individual health in the context of the U.S. healthcare system. • Recruited and maintained relationships with 25 Chicago organizations for intern hosting and site visits, retaining 90% of hosts each year

Chicago, Illinois, Us

• Coordinated a weekly phone bank generating 800+ calls and trained 8 local leaders to use VoteBuilder to log interactions• Conducted one-on-one volunteer recruitment meetings to gain insight into community connections• Selected to meet Vice President Biden and First Lady Michelle Obama as representative of full-time volunteers due to excellent neighborhood community organizing efforts and commitment to OFA's mission.• Gained insight into political campaign strategy and branding.

Pittsburgh, Pennsylvania, Us

• Recruited over 350 women at family planning clinics to participate in a reproductive health survey, retaining 80% of enrolled clients for quarterly follow-up survey• Developed an infographic that boosted client recruitment by 65%• Created computer-based survey tools for use among 1,200+ English and Spanish speaking clients using ACASI survey technology

Master Of Science (M.S.), Public Service Management

Bachelor Of Science (B.S.), Biobehavioral Health

Public Health, Traditional Medicine, Community Empowerment

International Baccalaureate Diploma