Proven and results-driven Customer Success Manager with a track record of driving client satisfaction and retention with the Instructure Platform through partnership with strategic and enterprise accounts. Successfully manage a $4.5 million Annual Recurring Revenue (ARR) book of business through strategic growth and client retention efforts.Proactive problem solver with a keen ability to anticipate customer concerns and develop solutions to exceed expectations. Strong leadership and collaboration skills, with a focus on cross-functional teamwork to ensure customer success and business growth.Skilled in analyzing customer feedback to identify areas for improvement and implementing strategies to enhance overall customer experience.Demonstrated expertise in evaluating customer requirements, customizing onboarding strategies to align with their specific needs, and delivering individualized guidance to ensure a positive and successful onboarding experience.Retain company processes and practices through the management of internal knowledge base for the Global CSM team.

Collaboratively served over 2,000 K12 education accounts through their lifecycle, from onboarding to renewal, with a team of customer success managers.Increased market share from existing account base and new business to business opportunities.Managed customer relationships proactively through monthly webinars, email campaigns, and as-needed calls. Attentive liaison between customers and Instructure regarding support cases, adoption, rollout, and best practices with the Canvas LMS. Avid customer advocate providing impactful feedback to product teams, sales, engineering, and technical support.Collaborative partner with Sales and Renewals to increase market share from the existing account base and identify new business-to-business opportunities.Developed an understanding of key clients’ business drivers and challenges and proactively offering insights and solutions to meet those needs through effective use of Instructure product and service offerings.Demonstrated ability to assess customer needs, tailor onboarding strategies accordingly, and provide personalized guidance to facilitate a positive onboarding experience.Retained company processes and practices through the management of internal knowledge bases for the Priority Services team.

Developed extensive library and information literacy training programs by incorporating insights from assessments, faculty input, student engagement, and collaboration with external institutions.Employed interactive teaching techniques to deliver instructional sessions aligned with the ACRL Framework for Information Literacy, both synchronously and asynchronously.Offered virtual and on-site reference services to facilitate information access and support research needs.Integrated into specific courses each semester, offering dedicated assistance in research and instruction.Identified and recommended resources and materials for library acquisition, contributing to enhanced learning affordability.

Offered administrative support to the advancement team.Managed the daily calendar and organized both internal and external meetings.Coordinated and provided assistance for donor-related meetings and activities on behalf of the Assistant Dean.Recorded information in the UNC CRM database to ensure accurate and up-to-date records.Drafted and formatted various documents, including correspondence, briefings, presentations, and reports.Contributed to stewardship reports and assisted in the preparation of PowerPoint presentations.Processed reimbursement requests efficiently.Coordinated board meetings, including arranging Zoom calls, confirming speakers, and recording meeting minutes.Supported the planning and execution of alumni engagement events.

• Developed and led library instructional sessions for university classes, as well as groups from the general public.• Provided reference services for patrons in person, over the phone, through online chat services, and via email.• Assisted patrons with reference requests including, but not limited to: genealogy, research assistance, permissions, and duplication services.• Experience handling and using rare books, archival materials, and other special collections items to assist patrons with research queries. • Collaborated with university librarians to complete reference requests and provide instructional services using special collections materials. • Performed outreach by presenting information about Wilson’s instructional programs to library donors.

Collaborated with representatives from University Libraries, Undergraduate Student Government, and the Graduate and Professional Student Association to solve problems within the UNC Library system, and allocate $80,000+ budget for library improvement projects.

• Coordinated meetings and events for organization members. • Collaborated with other student organizations to schedule and host professional development opportunities.

• Archived websites related to the culture and history of North Carolina using the Archive-It web archiving tool. • Assisted with review of backlogged materials ranging from ephemera to rare books.• Cataloged local and state ephemera.• Maintained listing of new North Carolina Collection materials on the North Carolina Miscellany blog.• Created social media content for NCC Twitter account.

Customized instruction in collaboration with school specialists for students with Individualized Education Plans (IEPs), 504 Plans, and English Language Learners (ELL).Cultivated critical thinking skills through lessons focusing on primary source analysis and the real-world application of analytical skills.Collaborated with colleagues in the Social Studies Department to create curricula, exchange instructional strategies, and ensure consistent course pacing.

• Managed the Facebook page of the Friends of the Chapel Hill Public Library by curating announcements and event information.

• Assisted the Business Services Coordinator in daily office responsibilities. • Utilized the collection to aid in patron research.• Assisted in obtaining and processing new materials.• Co-curated an exhibit in the North Carolina Collection Gallery titled “From Brunswick Stew to Barbecue: The Cookbook as Cultural History”.

• Cataloged and processed new acquisitions. • Created and affixed call number labels to materials. • Assisted in the preservation of collection materials by encasing bound materials in protective casing.