Josefin O'Brien Email and Phone Number
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Experienced and innovative Global Customer Success Manager with a demonstrated history of driving revenue growth and client satisfaction across various verticals. Whether it's a Fortune 10 company or a small business, I approach each interaction with professional curiosity and reliability. Proven track record in successfully onboarding clients, identifying upsell opportunities, and transforming customer journeys to exceed retention and upsell goals. Frequently requested as internal mentor to junior staff members. Adept at building robust customer relationships through strategic planning and fostering collaborative environments. Successfully handled complex change management initiatives at global conglomerates so highly skilled at navigating politics inside organizations -- and ensuring project success. Familiar with AI/ML concepts and have utilized data to help demonstrate value to clients. 🌟 What Sets Me Apart?**Strategic Leadership: Managed and scaled enterprise CS teams, overseeing $75M in ARR and $25M in upsells.**Revenue Growth: Proven track record of identifying upsell opportunities and short-term pilot conversion to annual contracts.**Customer Advocacy: Known as the go-to person for account saves, often exceeding annual retention and upsell goals.**Cross-functional Collaboration: Led CS teams in discussions with Product and Engineering, resulting in increased customer outreach and retention.**Sense of Humor and Positive Attitude: My opinion is that people still buy from people - so let's have a good time and try to have a laugh when we can.
Certifid
View- Website:
- certifid.com
- Employees:
- 21
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Senior Enterprise CsmCertifid Sep 2024 - Present- Manage a book of business consisting of the company's largest strategic customers.- Develop and maintain strong relationships with decision-makers and key stakeholders within enterprise accounts, including C-suite executives.- Partner with the sales team to manage a smooth transition from sales to implementation through expansion and renewal.- Deliver a seamless white-glove onboarding experience, working closely with customers from project kickoff through comprehensive employee training and beyond.- Create and execute strategic success plans to maximize customer adoption and ensure ongoing success with the company through regular touchpoints to drive value and ROI. - Drive customer engagement and usage of the company's products by utilizing tailored strategies to meet each customer's unique needs and goals.- Conduct regular virtual and in-person check-ins, business reviews, and customer training sessions.- Identify and cultivate customer references, referrals, and case studies. - Proactively identify and address potential risks to customer satisfaction and retention, developing strategies to mitigate these risks.- Act as the customer advocate and liaison between customers and the company's Product Team to translate business requirements into enhancements.
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Senior Customer Success ManagerMighty Networks Jan 2024 - Aug 2024- Proactively manage the end-to-end customer experience from onboarding to engagement and expansion.- Facilitated technical implementations, achieving a 95% project completion rate within the projected timelines and budgets.- Own documentation, process definition and improvement, and strategic project management for a book of business spanning several verticals.- Excel in navigating multi-stakeholder environments, both internal and customer-facing, leading to a reduction in resolution time for complex issues.- Served as a trusted advisor, providing expert guidance to address customers' business goals, needs, and pain points, resulting in high customer satisfaction scores.- Define, monitor, and ensure the achievement of success metrics with customers.- Drive the product roadmap by bringing the voice of the customers into planning meetings.- Demonstrate passion for action and identifying metrics to back up decisions. -
Principal Customer Success Manager, Global AccountsShowpad Jul 2021 - Sep 2023Las Vegas, Nevada, United States- While managing Showpad’s strategic accounts worth $6M, attained a 15% increase in ARR year over year and achieved 108% net revenue retention across all accounts. - Developed and implemented unique engagement models and conducted data-driven strategic business reviews with senior executives at each account, in order to bring value and further embed Showpad in their tech stacks. - Recognized by leadership as the go-to person for account saves – I took 4 at-risk accounts and was able to not only successfully renew them, but grew the ARR an average of 9%, helping contribute to team’s upsell goal. - As a technical SME and mentor to 3 junior colleagues on Customer Success KPIs and best practices, my coaching and guidance enabled them to reduce churn 20% in their BoBs.- Gainsight committee leader, executing a 95% adoption rate among the entire CS team within the first 90 days.- Effectively utilizing ChatGPT, created customer-facing quarterly newsletter highlighting industry news and showcasing customer wins - initial feedback from clients was so positive we moved to a monthly cadence. - Regularly presented to Showpad C-suite on the progress of accounts and proactively identified areas of opportunities, leading to over $500K in new revenue. -
Manager, Customer SuccessCrossborder Solutions Dec 2020 - Jun 2021New York, New York, United States- Functioning as player/coach, I led a team of 5 CSMs while managing my own book of 25 multinational accounts and exceeded the retention goal of 92%.- Collaborated with account team members to increase product adoption from 75% to 93% within 6 months, yielding a 9% increase in overall customer health scores across my book of business.- Needing repeatable and scalable motions, defined internal technical training opportunities and built customer journey playbooks which attributed to an 18% increase in customer engagement rates.- Using a consultative approach, demoed new products and services to existing client base, helping uncover $522K in upsell/cross-sell expansion opportunities. - Championed the use of Salesforce to track key metrics related to client health, product usage, churn risk and mitigation planning, upsell potential and overall satisfaction.
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Director, Strategic Account Management & Customer SuccessReputation.Com Jan 2015 - Nov 2020Redwood City- Began as founding CSM and was promoted to Director in 2 years, growing the portfolio of clients from $150K to over $50M, doubling ARR year over year for 6 years in a row. - Acting as their strategic partner, onboarded and managed the company’s first Fortune 500 clients (ex: Ford Motor Company, GM, and Best Buy) while also increasing overall customer satisfaction/CSAT scores from 65% to 89%.- President’s Club Award Recipient for 4 straight years. - Worked directly with CEO to originate and implement Reputation University, recording over 50 pieces of original video content to ensure internal training scalability. Once live, was able to transform the project into a revenue-generating customer-facing resource, leading to an additional $37K in ARR.- Implemented Salesforce as CRM of record, spearheading all internal training initiatives for rollout and adoption.- Began Customer Advocacy Board and Product Advisory Board as value-adds for VIP clients, and ran first 5 meetings, handling all aspects of onsite meetings with C-suite participants.- Using AI/ML, defined and deployed a support case tracking process, achieving a 50% reduction in case escalations. -
Founding Customer Success Manager, Enterprise DivisionReputation.Com Aug 2012 - Jan 2015Redwood City, California, United States- Created enterprise account management department which was focused on nationally-branded Fortune 500 clients; was responsible for all aspects of enterprise account management team. - Worked daily with Engineering, Product, Marketing, and Project Management teams to improve functionality, develop new features, and maximize client engagement and satisfaction. - Developed, implemented and standardized all department processes and workflow guidelines.
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Content Producer And Social Media Manager, Travel & Leisure DivisionInternet Brands 2010 - 2011El Segundo, California, United States- Managed 25 branded websites for T&L group, achieving a 45% increase in site traffic within the first 3 months. - Developed a new content strategy that utilized current talent for no additional budget, optimizing opportunities for cross-selling by $75K. - Utilized social media to enhance sites’ performance and widen their reach by introducing online promotions. -
Casting Producer, Supernanny And Super-Manny On Abc, World'S Strictest Parents On MtvShed Media Us 2008 - 2009Los Angeles, California, United States- Managed inbound and outbound processes for casting individuals and families for nationally known, top-rated network shows, efforts led to multiple successful castings. - Led local casting events (hired and managed camera crews and sourced all details) with demanding turnaround times and tight budgets. - Produced video and wrote content for show website and managed show’s presence on social networking websites - Provided creative direction to production teams and oversaw edit processes from start to finish. -
Coordinating Producer, House Hunters & House Hunters InternationalPie Town Productions 2006 - 2007- Managed script department: hired all freelance writers, rewrote episodes, supervised creation and execution of production schedule timelines and budgets. - Handled all web content. -
Field Producer, House Hunters & House Hunters InternationalPie Town Productions 2005 - 2006- Handled all aspects of on-location domestic and international shoots. - Managed script department: hired all freelance writers, supervised creation and execution of production schedules and budgets.
Josefin O'Brien Education Details
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Bachelor'S Degree -
Creative Writing
Frequently Asked Questions about Josefin O'Brien
What company does Josefin O'Brien work for?
Josefin O'Brien works for Certifid
What is Josefin O'Brien's role at the current company?
Josefin O'Brien's current role is Global Customer Success Leader Specializing in Strategic Leadership, Revenue Growth, Customer Advocacy, and Cross-Functional Collaboration.
What is Josefin O'Brien's email address?
Josefin O'Brien's email address is jo****@****fid.com
What schools did Josefin O'Brien attend?
Josefin O'Brien attended University Of Washington, National University Of Ireland, Galway.
Who are Josefin O'Brien's colleagues?
Josefin O'Brien's colleagues are Ali Sparrow, Stephanie Wilson, Jordânia Lima, Jim Robertson, Ashley Smith, Katy Vanderlaan, Ngawang Salaka.
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Josefin O'Brien
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Josefin O'Brien
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