Laura Painter (Labombarda) Email & Phone Number

Reporting to the VP of Revenue Operations and acting as the primary business partner to our VP of Customer Success.- Implemented Gainsight, launching six automated playbooks and a dynamic customer health score, decreasing active account risks and enhancing the customer experience through standardized engagements.

- Established Talkdesk's first renewal and expansion forecasting model, providing critical insights into real-time renewal health and performance data, creating visibility into any risk towards our NRR/GRR targets, and enabling proactive mitigation.

Reported directly to the CPO and supported their transition into owning Client Services, broadening my scope to focus on the entire post-sales experience. Key Projects:- Partnered with Revenue Operations and Enablement to establish a standardized sales methodology for all go-to-market teams which streamlined Salesforce opportunity management across new business, renewal, and expansion opportunities.- Designed strategic value realization exercises, including a Customer Experience Maturity Assessment which enables customers to benchmark the current state of their program and guides them in setting focused goals, while enabling CSMs can make prescribed recommendations on how to partner with Talkdesk to yield the desired results.-Implemented new CRM workflows to monitor account health, risk, and customer engagement. This enabled us to measure CSM capacity and the impact of customer activities, which supported business cases for scaling high-value engagements and initiating new programs.

I developed this role in partnership with Executive CS Leadership to address the team's need for operational and strategic support. This role is the first of its kind at Talkdesk. Managed a small team of direct reports and 3 Business Partners to focus on scaling our Customer Success Org during Talkdesk's hyper-growth phase.Key Projects:- Built the Talkdesk Community, Talkdesk's first online customer community, which brought customers across all industries and segments together to share best practices, and enabled Talkdesk to scale our reach and resources. The Talkdesk Community continues to see an average monthly engagement rate of 42% and contributed to a 26% increase in qualified expansion leads within participating accounts in the first year.- Oversaw and supported the creation of over 14 Playbooks which outlined the standard operating procedures for CSMs, including Executive Business Reviews, Renewal Proposals, and Strategic Goal Setting.- Led a cross-functional digital onboarding initiative with Product Marketing, Customer Marketing, and Product Operations that enabled new users to receive in-app training, allowing Talkdesk to scale product enablement and reduce new user support tickets.- Partnered with the Customer Marketing team, leveraging tools like Marketo and Salesforce Experience Cloud to gather comprehensive feedback from internal and external stakeholders, which informed and helped optimize the community content strategy.

San Francisco, California

San Francisco, Ca, United States

- Cultivated and managed post-sales relationships with C-level executives of key strategic customers, including industry giants like Sears, Twitter, and Nintendo. This responsibility included overseeing $10 million in annual recurring revenue.- Developed and scaled Strategic Business Reviews readouts for SMB customers at Adobe Summit, automating each readout with custom usage reporting and product recommendations.- Authored and delivered a keynote presentation at Adobe's Worldwide Sales Conference, attended by 4,000 international employees, highlighting the Customer Solution Team’s accomplishments from the year.

San Francisco Bay Area

• Analyze client usage and solution adoption to better understand customers' unique businesses, and create custom solutions to help optimize the customers’ ROI• Implemented change management processes to standardize new tool enablement being utilized by new hires in Americas as well as with Customer Success Managers internationally • Partner with Product Management and Product Marketing to communicate new product updates and knowledge to Customer Success Managers

Santa Clara, California

Communications Coordinator and Student Team Manager • Manage strategic planning/execution of major networking events, galas, and speaker series • Execute alumni/volunteer outreach to maintain relationships as well strengthen the network of the office • Assist in the management of the student team’s day-to-day operations Social Media Intern• Designed social media marketing strategies for events and services, which results in increasing followers by 23%• Created and posted original content on departments social media platforms including Twitter, Facebook, and LinkedIn, achieved an average increase in post reach by 60%• Promote jobs/scholarships/events for the students to apply for different opportunities

Santa Clara, California

• Assist with developing and implementing marketing and promotional plans for SCU Athletics sport programs • Execute game day promotions, activities and game operations for home athletic events • Assist with creating and executing in-game promotions • Operate video board and in-game audio • Oversee the Bronco Kidz Corner during games • Set up and operate merchandise counter

• Manage the full lifecycle of digital demand generation campaigns to drive more leads to the FitBliss website • Create automated email campaigns personalized for segmented audiences, resulting in an average open rate of 31.6% and click-through rate of 7.13% • Build A/B tests in order to measure what content will achieve the highest conversation rate which resulted in a 21% increase

San Jose, California

• Assisted in user acceptance testing of the updated MyBrocade.com• Managed the localization process of forms and components for the German, Chinese, and Japanese sites• Ran reports on Adobe Analytics to present data on current webpages used to improve user experience• Organized client testimonials by tagging key search terms to provide potential customers with applicable information• Performed A/B tests to measure the success of potential campaigns

London, United Kingdom

• Worked as an international intern while studying abroad in London, England during Fall 2015• Conducted web analysis on social media trends and a posts opportunity to be seen• Performed research on potential clients, resulting in an additional 500 contacts added into the company database• Assisted in the planning and execution of press conferences• Managed company’s social media platforms including Twitter, Facebook, and LinkedIn

Campbell, California

• Assisted with planned company marketing events such as golf tournaments• Developed marketing materials for events• Maintained inventory of supplies and promotional items• Conducted research on products to benefit efficiency • General office administration including filing, invoicing, and recording data

Bachelor’S Degree, Communication And Entrepreneurship

Activities and Societies: Kappa Kappa Gamma, Santa Clara Community Action Program, Her Campus SCU, Public Relations Student Society.

Education record

Activities and Societies: Los Gatos High School Yearbook, Varsity Field Hockey, Lacrosse, Los Gatos Town Youth Commission