Josefin O'Brien Email & Phone Number

- 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.

- 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.

Las 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.

New 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.

Redwood 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.

Redwood 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.

El 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.

Los 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.

- Managed script department: hired all freelance writers, rewrote episodes, supervised creation and execution of production schedule timelines and budgets. - Handled all web content.

- 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.

Bachelor'S Degree

Semester Abroad, Creative Writing