On this newly created team, my focus is building out programs to scale Customer Success activities using digital touch points to drive successful adoption of Jira Software.

Defined the post-sale customer journey for SaaS based Augmented Reality platform and flagship CAD platform. Designed and executed onboarding and adoption campaigns to drive customer engagement, improve platform adoption, and reduce customer churn. --Increased reach of monthly release communications by roughly 50% by identifying and testing new customer contact data source.--Managed critical communication campaign to maintain business continuity for customers and migrate customers to newly launched app. --Supported relaunch of customer webinar series resulting in an average of 54% conversion rate and high engagement of attendees for industry standards.

Managed the customer-facing implementation program, marketing campaigns for the digital integration portfolio, and launched the company's training hub. -- Refined strategy of customer-facing implementation program, resulting in a 12% increase in closed business in FY19 and increased reach to 90% customer coverage in FY19. -- Launched pilot program for new integration at 25 higher education institutions. -- Redesigned customer training webpage resulting in a rating of #2 most useful and impactful activation initiative by the salesforce.

Supported the sales force in selling the services portfolio through the Engagement Services sales newsletter, flyers, email templates, infographics and questioning strategies. Built out customer training video catalogue for top digital products and administered the customer trial program. -- Improved process for collecting customer feedback by revising questions and survey setup, resulting in the increase of valuable customer feedback received. -- Restructured sales tool hub, reducing both the frequency of questions from the salesforce and time for the marketing team to make changes.

Researched outgoing donations to ensure compliance with IRS regulations and internal Fidelity Charitable program policies and procedures. Implemented, managed and wrote for an enterprise-wide internal social media platform. -- Wrote and distributed a bi-weekly electronic newsletter for 20-person team to help convey issue resolutions and drive traffic to an enterprise social media platform. -- Developed and implemented new procedures that increased team efficiency and processing quality.

Provided exceptional customer service at the largest Donor Advised Fund in the US. Helped donors achieve their philanthropic goals by assisting with recommending grants to charities and contributing funds to their accounts. -- Implemented new procedures to ensure accuracy and timely resolution for customers feedback, decreasing response time from one week to 24 hours.

Wrote for CTNewsjunkie.com, My Life 24/7, Absolute Pitch PR and Show Entertainment Group