Lead team of enablement professionals in providing Customer Success Managers and others customer-facing team members with the information, resources, tools & processes they need to partner with customers to achieve desired outcomes.Led team in building enablement program from the ground up; establishing strategies including routine cadence of enablement, playbooks, communication kits, and outcomes-based resource guides that enable CSMs to confidently add value for customers.Participated in cross-business collaboration to align on and document top customer outcomes which served as a foundation for the creation of internal resource guides, customer-facing webinars & self-help resources, and a scalable adoption & customer success experience.

Lead a team in representing Customer Support and Customer Success for strategic projects and programs.Oversee components of key transformative projects. Successfully completed projects include: the transition to common chat tool which created a more consistent user experience for customers using chat and also improved handle time, migration to new knowledgeable and search tool with a simultaneous launch of the Knowledge Centered Support model increasing the quality and quantity of self-help articles available to customers and the team, transition of Workforce Management (WFM) and Quality Management (QM) tools, and the migration of multiple ticketing systems and related business processes into one unified ticketing system and one experience for customers and internal team members.Serve as a primary liaison for Customer Support after acquisitions. During a recent acquisition, created a comprehensive playbook for Customer Support outlining decision guidelines as well as tasks needed to smoothly transition to common systems and processes and to create consistent customer and team member experiences.Coordinate readiness efforts related to product lifecycle changes including new features or functionality changes, expanding to new markets, branding changes, environmental changes, and end of support initiatives.Led the workforce management team in forecasting volume, generating staffing models, and creating & adjusting frontline schedules early on in this role.

As Employee Success Manager at Blackbaud, I was responsible for supporting the General Markets business unit in realizing success towards key goals. I led a team of employee success professionals (experts in recruiting, training, coaching and engagement) in initiatives to contribute to that success.My team built, managed and facilitated an orientation program for the General Markets business unit. We partnered with recruiters and hiring managers to source and hire the best candidates for Customer Support. We managed a six week onboarding program for new Customer Support Analysts. We continuously evaluated and improved this program so that each new analyst was ready to support customers in achieving success using Blackbaud products. This engaging, blended learning program guides new-hires in perfecting troubleshooting and customer service skills and becoming experts on Blackbaud product functionality and best practices. I was responsible for a team of professional coaches who guided and mentored Support employees beyond training. This innovative team provided targeted custom coaching to boost the performance of individuals and teams. My team also owned an onboarding and continuous development program for Customer Support Team Managers including centralized resources, regular collaboration meetings and an annual leadership event.I participated in change management strategy and execution for department initiatives including a recent department-wide transformation. Additionally, we designed, planned and hosted an annual Customer Support Conference (held in two locations) as well as other events like Customer Support Week and other recognition events for Customer Support.I worked with our Professional Services Training Program Manager to develop, deliver and refine several training programs for Professional Services and other Blackbaud teams.

In this role, I led a team comprised of Trainers, Coaches, and Hiring Specialists in effort to assist and boost the success of Customer Support. As a team, we partnered with leadership and recruiting partners to identify the best candidates for the team. We led a six week onboarding program to prepare new analysts to succeed in their roles and supplemented this program with ongoing training and performance coaching.I led the team in refining the onboarding program for Team Managers and added additional opportunities for training an collaboration.The team also organized various learning, networking and recognition events including an internal employee conference and a special week of recognition.

My passion for mentoring again led me to a new role, Team Manager of Support Education Coaching.I led a small team of professional coaches who provided written and verbal feedback and encouragement to Customer Support Analysts and other members of the department. The goal of the program was to improve the quality of support for customers. Under my leadership, the team took on an initiative to revolutionize the evaluation and coaching processes in order to increase focus on improving each customer experience and also strengthening the partnership with the teams we supported to increase the effectiveness of the program.In this role, I also gathered and created resources for Team Managers and created the first version of an onboarding program for that same group.

I enjoyed mentoring teammates so much, that when a Team Manager position opened, I couldn't help but apply. Of course there were many other responsibilities in this role, but it was fantastic to be able to spend so much of my time coaching.I led teams of 10-12 Customer Support Analysts who supported Financial Edge and Raiser’s Edge. The primary goals in this role were Customer Satisfaction, First Contact Resolution, Resolved in Two Days and Average Speed of Answer for a specific team. In addition to these goals, I constantly worked to improve the customer experience or find ways that we could work smarter as a team. I was lucky to have had great leadership that challenged the norm and encouraged constant improvement.One of the wins I'm most proud of in this role was a project to offer proactive support to customers for a time in the year when they typically needed more help from Blackbaud. We held webinars and made proactive phone calls which helped our customers and helped us work more efficiently as a team. This program continued after I moved on from this role and is still in place today.I also gained great experience related to employee performance management and acting as an advocate for career development.

I was beyond excited about the opportunity to join Blackbaud in 2006 as a Customer Support Analyst. I knew this was my chance to use my skills to make the world a better place everyday (for a living!). I supported customers using The Financial Edge and other Blackbaud products.I prided myself on providing stellar service and exceeding customer expectations. I earned two progressions in the same number of years while working to support Blackbaud customers. I consistently exceeded my individual goals and became a mentor to teammates as well. I earned several awards including VP awarded "Player of the Day", Team Manager nominated "Circle of Excellence" and customer nominated "MVP". Some of my favorite moments in this role were those when I got to understand our customers' mission and how they were using the software to achieve success.In my opinion, the Customer Support Analyst role was an amazing career opportunity and the absolute best place to start at Blackbaud because of the chance to get to know the products and customers so well (on top of refining other key skills, like troubleshooting and customer service).

At Developer Shed, or DevShed, I officially served as Executive Sales Assistant. My primary responsibilities centered around entering and managing advertisements in our ad-serving system and collecting payments from customers. My first few weeks were spent creating a standard process and materials including spreadsheets to track outstanding revenue in order to provide visibility and speed up the collection of outstanding payments.This was a Mom-and-Pop shop that provided resources including technical articles, product reviews and a community platform for computer development professionals. Since the team was small at the time, I ended up wearing many hats, which I loved. Tasks I completed included everything from reaching out to customers for payments, to acting as the face for Tech News You Can't Use, to ordering office supplies or running errands. I loved the variety.This role sparked my interest for working in the tech industry!

I joined Regus shortly after graduating from the University of Colorado. In this role, my primary objective was to respond to needs of clients who leased turnkey office space. I performed many operational tasks including submitting month-end reports, ordering supplies, and managing one administrative assistant.While the Centre Manager was away on maternity leave, I created a standard process to streamline our monthly reports process which resulted in saving 2 days time each month.This was my first experience working in a B to B environment and I enjoyed the clients and team I worked with, as well as the responsibilities.I transitioned to Regus corporate headquarters (which was located in Sunrise, FL at the time) where I briefly worked in the contact center.

As a longtime fan of J.Crew, I jumped at the opportunity to help open a brand new store at Flatiron Crossing. I initially served as a Sales Associate and my responsibilities included helping customers find perfect pieces of clothing and accessories to add to their personal wardrobes. I also assisted in the stockroom as needed and reset the floor when major shipments arrived. I went on to earn Key Holder and eventually Assistant Manager positions. In these roles, I was responsible for helping interview potential candidates, train new hires, create schedules, balance registers and of course encourage and coach team members to assist customers and meet their goals.This early experience managing my own sales goals while making sure customers left the store happy and with new items they loved ignited my passion for creating a refreshing and satisfying customer experience.