Katy Austin Smith Email & Phone Number

Washington, Dc, Us

Washington, District Of Columbia, United States

•Oversee the entire configuration phase of onboarding for a rotating portfolio of SMB, Mid-Market and Enterprise customers•Act as the internal project manager to ensure customer expectations are met•Consult on ChurnZero configuration best practices and effectively translate customer needs into ChurnZero workflows to yield long-term customer success•Manage project deliverables and timelines in coordination with the ChurnZero and customer teams by communicating project risks, keeping stakeholders on track, ensuring milestones were met and by meeting/exceeding team KPIs•Understand and document the customer’s company goals and how we will build toward them using the ChurnZero platform•Advise customers on best practices for designing, implementing, and scaling their Customer Success programs•Collaborate internally and with customers to ensure completeness and accuracy of scoped services, deliverables, and timelines•Coordinate and deliver basic and advanced walkthroughs of feature builds in ChurnZero to ensure customer confidence with the platform•Collaborate internally with Customer Success Managers and Data Specialists to resolve customer issues and provide a high-quality customer-centric implementation experience•Participate in internal team task forces to improve current processes

Washington, District Of Columbia, United States

•Oversaw the entire onboarding process of a rotating portfolio of SMB, Mid-Market and Enterprise Saas customers, from contract close through the completion of their technical implementation•Acted as the subject matter expert for the ChurnZero product and clearly translated technical requirements to non-technical customers to ensure clarity and confidence in decisions• Consulted client’s development and product teams on their complex data architectures within their CRM or product to bring customer data into ChurnZero via a variety of sources, including 60+ native integration options, JavaScript, HTTP API, and batch importing CSV files•Accurately ascertained customer goals and translated them into an implementation plan that provided initial value in a timely fashion•Advised customers on best practices for designing, implementing, and scaling their Customer Success programs in the short and long term•Managed project deliverables and timelines in coordination with the ChurnZero and customer teams by communicating project risks, keeping stakeholders on track, ensuring milestones are met and by meeting/exceeding team KPIs•Coordinated and delivered basic and advanced walkthroughs of data in ChurnZero to ensure customer confidence with the platform and offered data quality recommendations throughout the data implementation process•Participated in internal team task forces to improve current processes

Washington, District Of Columbia

•Conduct demos, training, and support for political and nonprofit clients.•Project Manage Migrations through the approval to execution cycle.•Understand and assist with the migration of client data, edits to client data, and completing timely reconciliation to ensure data integrity.•Understand and assist with client use of NGP and EveryAction’s digital tools, including Targeted Email and Online Actions forms.•Help coordinate schedules between clients and NGP VAN resources.•Conduct regular check-ins with clients using the new platform, handling key aspects of their support and training.•Use judgment and discretion to recommend changes that result in increased efficiency in the migration process.•Coordinate and assist in the production of client-facing documentation and help videos.•Create migration processes and perform documentation updates.

Washington, District Of Columbia

•Serve as the front line of support for Democratic campaigns, parties, PACS and progressive organizations•Provide excellent oral and written customer service by displaying strong critical thinking and problem solving ability•Use compliance, fundraising and digital tools to support campaigns and organizations•Perform onboarding and conduct web-based trainings to get new clients up and running with the tools•Experience using Classic NGP, NGP 7, EveryAction 7, NGP 8, and EveryAction 8 as part of day-to-day responsibilities•Manage larger accounts as lead client service specialist

Chattanooga, Tennessee Area

•Provide excellent customer service to clients by researching and responding to external customer inquiries with timely and accurate information•Display high level of problem solving and efficiency for issues relating to the Family Medical Leave Act•Offer highly responsive and quality service to clients through the use of multiple system applications, administrative processes and operational tools•Consistently meeting and exceeding performance metrics•Ensure compliance with company philosophy, policies and procedures, and ethics

Chattanooga, Tennessee

•Maintain an up-to-date knowledge of Family Medical Leave Act (FMLA), state leave laws and corporate protections•Process new leaves for multiple companies and any daily follow-up actions required•Determine employee eligibility and availability of leave time for each employee requesting leave for FMLA, State and applicable corporate protections•Review medical certifications and other documentations provided and consult with Attending Physician’s Offices or internal Nurse Case Manager if necessary•Designate appropriate leave status, manage leave through duration and report status to employees, employers and other internal units•Provide excellent customer service by responding to leave questions and issues from employees or employers

Chattanooga, Tennessee

•Maintain an up-to-date knowledge of Family Medical Leave Act (FMLA), state leave laws and corporate protections•Process new leaves for multiple companies and any daily follow-up actions required•Determine employee eligibility and availability of leave time for each employee requesting leave for FMLA, State and applicable corporate protections•Review medical certifications and other documentations provided and consult with Attending Physician’s Offices or internal Nurse Case Manager if necessary•Designate appropriate leave status, manage leave through duration and report status to employees, employers and other internal units•Provide excellent customer service by responding to leave questions and issues from employees or employers

Chattanooga, Tn

•Provide highly responsive and quality service to clients through the use of multiple system applications, administrative processes and operational tools•Provide a high level of problem solving and efficiency, for issues relating to Short Term Disability and Long Term Disability•Consistently meeting and exceeding performance metrics•Keep team members informed by providing monthly/quarterly newsletter that communicates any upcoming policies or events, monthly statistics and team member profiles•Utilize multiple systems in daily activities •Ensure compliance with company philosophy, policies and procedures, and ethics

Chattanooga, Tn

•Provided a timely, strategic and coordinated response to any emergency and non-emergency calls•Provided a high level of customer service to the public requesting police, fire and medical services•Exhibited a strong level of problem solving and “ability to think on my feet” by determining the nature and location of the emergency priorities, and dispatch units while operating a variety of communication equipment

Chattanooga, Tennessee Area

•Served as the voice of the #1 rated rock station in the Chattanooga market •Engaged listeners through music, weather and other events for WRXR-Rock 105•Announced musical selections, station breaks, commercials, or public service information, and accepted requests from listening audience•Assisted in the promotion of events and local concerts•Coordinated contests or other on-air competitions, performing such duties as asking questions and awarding prizes