• Led the development of innovative features, such as Payment Profiles, boosting user engagement by 25% and enhancing overall satisfaction• Used Pendo to implement feature-specific reporting tools, empowering users with actionable insights and informed decision-making• Spearheaded initiatives that significantly increased in-app NPS response rates from 5% to 18%, collaborating with Customer Success and Marketing• Increased revenue and lowered customer acquisition costs by using Pendo to implement a self-onboarding in-app walkthrough for freemium users• Built in-application SaaS guides for the State of Rhode Island that achieved a 25% increase in user onboarding, engagement, and adoption• Developed a user-friendly Pendo Product Management dashboard that surfaced insightful data and empowered Executive Leadership in taking actionable steps, resulting in optimal benefits and an enhanced user experience.• Developed an in-application Resource Center using Pendo that reduced the workload of customer support by 30%• Tools Used: Pendo, Jira, Salesforce, Planhat, Excel, PowerPoint, Zoom, Slack, sqlPro Studio, Amazon S3

• Proactively work with a $1M+ ARR book of business consisting of 90 accounts, including Strategic and ENT• Interact with customers regularly with the goal of ensuring overall software adoption, customer satisfaction, and reduced churn• Identify areas where customers may be struggling and provide training and resources to overcome those challenges• Hold Quarterly Business Reviews (QBR) with customer leadership to provide them with insight as to where they are with accomplishing the goals they identified when they purchased eCivis• Used Pendo to build a Resource Center in our platform and populated it with a self-onboarding guide, announcements, and various other self-help resources• Tools Used: Gainsight, Salesforce, Microsoft Suite, Pendo, Zoom, Slack

• Proactively interacted with customers daily to ensure improved adoption and customer satisfaction, effectively reducing churn to almost zero• Managed Enterprise customer segment worth $3M ARR• Improved customer retention rate to over 95%• Facilitated penetration of key accounts via strategic planning initiatives• Focused on customer happiness by creating and running monthly NPS and customer engagement surveys• Increased NPS response rates from 10% to 20% and moved the survey in app.• Played instrumental role in customer satisfaction by working across departments for proper resolution of service issues• Led company to biggest revenue month ever by contributing ARR expansion via customer upsells and contract renewals• Tools Used: Salesforce, G-Suite, Filevine, Microsoft Suite, Domo, Pendo, SurveyMonkey, Zoom

• Analyzed New Logo (New Customer) trends, quarter over quarter, tracking account health, adoption, and overall success• Created and maintained quarterly New Logos reports and reviewed them with Executive teams from Customer Success, Professional Services, Partnerships, and the Chief Operations Officer• Created customer onboarding reporting in Salesforce, giving visibility into Partner led onboarding projects versus Marketo led projects• Performed Global Account Executive training on new Salesforce processes and best practices updates• Managed Red Account Team, successfully cutting number of red accounts and churn by 50%• Reviewed Professional Services financial reports each day and investigated variances with accounting staff to keep records accurate• Expanded Professional services revenue and utilization forecasting from North America to Global• Delivered weekly Professional Services financial reports to the Chief Operations Officer, Global VP of Professional Services, Finance, and various other departments• Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee• Volunteered to work with Customer Marketing to help implement new NPS survey and improve response rates• Tools Used: Salesforce, Gainsight, Excel, PowerPoint, Microsoft Suite, Tableau, Marketo, GoToMeeting, GoToWebinar

• Created and managed Customer Activation team to provide new customers with a white glove onboarding, training, and support experience• Increased employee performance via weekly one-on-one meetings with employees to review successes, challenges, Key Performance Indicators (KPIs), and ensure overall employee happiness• Built dashboards in Salesforce (SFDC) to monitor team and individual KPIs for each Customer Training Specialist• Used Gainsight and Salesforce to track team goals, KPIs, and customer adoption• KPIs included NPS scores, number of new accounts trained each week/month/quarter, customer training no-shows, and time to adoption• Set and achieved KPIs, contributing to overall success of the company• Managed highest value customer accounts in both infertility and cosmetic surgery industries• Improved customer adoption, measured by speed of onboarding completion and time to first financial application, achieving 90% adoption in the first 30 days• Improved customer adoption resulted in company's largest revenue gains, month over month• Conducted weekly webinars directed to new customers, existing customers, and prospective customers• Used Gainsight's feature Co-Pilot to automate NPS and Voice of the Customer surveys• NPS score over 90, response rate over 30%• Led team of Customer Training Specialists who worked directly with new customers to ensure product adoption• Worked across departments to ensure new customers had Go Live in under 2 weeks• Conducted Customer Training Specialist new hire training, with new hires on their first calls in under 2 weeks• Implemented calendar scheduling software to schedule customer warm handoff calls across the Customer Success Manager (CSM) and Customer Training departments• Tools Used: Salesforce, Gainsight, Co-Pilot, Excel, PowerPoint, Microsoft Suite, Schedule Once, GoToMeeting, GoToWebinar

• Created Customer Activation department to train, onboard, and implement new customers• Worked directly with Account Executives (sales) to ensure fast customer onboarding and training, reporting to sales managers on a weekly basis• Created training presentations and scripts via Microsoft suite, keeping them up-to-date• Designed and sent every new customer a welcome package, complete with new customer information, voice recording of their Customer Success Manager, and a little something sweet• Tools Used: Salesforce, Gainsight, Excel, PowerPoint, Microsoft Suite, Join.Me,

Internship position performing internet marketing. Worked with the Sales/Account Management team. Performed SEO, Link Building, and Social Media Management. Weekly meetings with CMO regarding business development projects.