Laura Eppley Email & Phone Number

Yubico changes the game for strong authentication, providing superior security with unmatched ease-of-use. Our core invention, the Yubikey, is a small USB and NFC security key securing access to any number of IT systems and online services. To protect secrets on servers, we also created the YubiHSM, the world’s smallest hardware security module. For easy integration with any IT system, we offer developers open source servers, support and hosted validation services.

- Managed client implementations for SaaS scheduling platform. Clients included title and signing service companies within all market types (Enterprise, SMB, Commercial). Responsibilities included all aspects of implementation process - pre-contract introductions and sales support, ownership of kickoff call and meeting cadences, workflow/SOP identification, integration configuration and testing, trainings/enablement sessions and ramp focus to result in a successful “go live”- Created an implementation process that helped efficiency of implementation and client ramp time resulting in 15% quicker “go live” dates that allowed the company to recognize revenue sooner than anticipated. Implementation process identified internal and external stakeholders involvement, key tasks and ownership assignment, milestones/goals, deck and communication templates, technical/integration documentation, client discovery, and action items.- Managed 3rd Party Vendor relationships to aid in troubleshooting, process improvement, and feature requests, as well as integration management for onboarding clients- Conducted and ran internal syncs with various departments and key stakeholders to report on ramp volume, expected revenue, account health, review pipeline and identify blockers/next steps

- Development and Implementation of a Client Development Process for development queue that increased client request work completion by 20% while also increasing efficiency of developers- Establishment and coordination of weekly deployment process amongst development and product teams to enhance client communication and organize release notes- Overhaul of support- incorporated processes to improve client communication and responses to meet contracted SLAs and KPIs with internal and external stakeholders, branding and design adjustments within Servicedesk to align with Accent brand and goals, and manage the creation of client facing knowledge-base documentation - Collaboration with Customer Success Managers on project and development timelines, account specific support management and roadmap feedback- Coordination and management with Implementation, Project Management, and Professional Services Teams to manage project/implementation timelines, client expectations and efficient implementations with maximum scope creep prevention

Remote/Virtual

- Manage a remote global team for a SaaS meetings management (venue sourcing and meeting registration/request) software. Responsibilities include new account software adoption, developing competency among users, product consultation and innovation. - Developed new methods to increase account adoption by 50% through faster onboarding process- Increased client retention of venue sourcing platform by 30%- Expanded global team by 30% as client base scaled 70%- Successfully transitioned 100% of former Zentila accounts to Aventri with no client attrition- Led team’s submission of innovative enhancements to increase platform effectiveness and sales- Use of multiple support systems for ticket tracking, analyzation of support statistics and satisfaction ratings and reviews. Consistently maintains overall satisfaction rating of 97%- Engage with Product and Development teams on new features and functionality to enhance current offerings based on client feedback and market trends; perform UAT on releases and new features- Created and managed Support Suite documentation utilized by internal and external users for continued reference, learning, and development. - Main Point of Contact during acquisition of Zentila for Support/Account Management team

Orlando, Florida Area

- Responsible for successful account base utilization of Zentila’s venue sourcing platform with new and existing accounts- Developed processes to increase adoption of new technology with client base by 40% within critical onboarding stage- Proactively solicited and analyzed client feedback to foster new product innovations; communicated and collaborated with Product and Development teams on future releases and enhancements- Successfully grew account base satisfaction ratings from 60% to 90%- Resulted in successful scale, profitable growth and eventual sale of Zentila- Partnership with Suppliers to provide communication regarding enhancements and product updates; also ensuring full awareness of current and future brand trends

Orlando, Florida Area

- Liaison between the sales/catering and operations department of the hotel to ensure a successful event for the clients and all of the client’s needs are met and communicated accurately and efficiently to all departments of the hotel.- Collaborated with each groups meeting planner regarding groups budget and assisted with menu planning, agenda setting, hotel meeting services, hospitality amenities and special VIP requests. - Communicated event details to Hotel operations staff, including food and beverage needs, audio visual requirements, function room set-up, billing, recreation, activities, décor, and etc.- Organized and conducted site visits, pre-planning visits, pre-con and post-con meetings. Work with current and prospective clients for retention and business development. Collaborated with Sales Department and successfully rebooked 15% of groups within 1 month of event departure- Managed corporate groups, social room blocks, and VIP groups (NBA teams, Amway Arena performers, Kessler and Marriott VIPs, etc.)

University Of Central Florida, Orlando, Fl

- Managed catering and special requests for suite holders and VIPs for all special events at UCF Arena and Stadium, as well as all UCF Presidential special events- Increased revenue by 20% in UCF Arena suite sales by implementing new sales & relationship-building ideas with clients- Managed a staff of 40 employees and assisted HR Manager with employee relations and job fairs, community events, and interviews/enrollment of new hires- Created new strategic marketing initiatives including social media marketing for entire catering department; increased current year’s profits by $50,000 as result of this initiative- Work with current and prospective clients for retention and business development; retained 70% of client base in competitive market

Orlando Marriott Downtown/Sheraton Orlando Downtown Hotel

- Sold and serviced weddings, groups (Corporate, Government, and SMERF) with 10-25 room nights on peak, and wedding room blocks. Consistently met between 90-125% of sales goals- Maximized revenues by cultivating new leads and prospects by cold calling (phone and in-person) and following-up on previous years confirmed and prospective business - Managed and supervised meeting and catering functions through entire sales and service process- Worked with clients on event planning details, budgets, and logistics. Involved the Chef to create customized menus to maintain group budget; also added additional vendors and services to Preferred Vendors list to provide more options to encourage selection of commissionable inhouse vendors- Collaborated with local vendors to host and coordinate Wedding Showcase on property to result in over 500+ leads

- Oversee all aspects of sales, from initial contact through event - Assist the Director of Conference Management and the Director of Catering with all phases of the meeting planning process - Supervise meeting and catering functions- Manage intimate local/corporate, local/social functions and rooms-only groups

- Assistant to the Director of Sales and Marketing- Supervise client events- Work with Catering Manager and Conference Services Manager from initial sale to event follow-up- Cultivate sales leads- Make initial contact with prospects and do all follow-up- Perform all administrative functions for the department (including processing contracts)

- In charge of daily operations of the restaurant (restaurant, banquets, pool bar, in-suite service)- Served as leader of 20 employees- Performed inventories- Trained new employees