Directly manage a team of 13 Account Managers responsible for increasing product adoption, proactive customer engagement and revenue retention.

Managed and oversaw product feature lifecycles from concept to launch.Partnered with Development to ideate, prioritize and deliver great solutions for our customers.Created user stories and product specifications by gathering requirements from customers, prospects, advisory teams, and internal product experts.Provided and upheld release timelines by identifying priorities and trade-offs. Responsible for performing user acceptance testing on all projects prior to release and creating internal documentation for our teams. Continuously researched our competitive landscape in the marketplace to make knowledgable product decisions. Created and introduced a closed-won/closed-lost analysis process to gain further insight into what factors drove our customers' and prospects' decision-making during the sales cycle.

Gather + Tripleseat Merge

At time of promotion, I had trained ~365 clients on the Gather platform, and completed Q1 2017 with a 10/10 CSAT average.Led a team of 6 Support Associates. The team supported over 35,000 users, averaging 700 cases per week. Consistently exceeded average team CSAT goal, while keeping response times below 2 hours. 90% of phone calls were answered in >30 seconds. Achieved and maintained a 90% customer satisfaction rating, compared to an industry average of 78%. Analyzed and spoke to company top-line metrics each week utilizing data from Salesforce Service Cloud and Talkdesk reports.Oversaw tickets created in Jira and performed regular audits to confirm ticket relevancy for our development team.Drove case deflection through ownership and maintenance of Gather's external and internal Knowledge Base sites. With frequent updates and cross-functional marketing efforts, I was able to drive process help-related questions to Support down by 10% in my first year and increase Knowledge Base traffic by 345%.Ran weekly Support team meetings to review new processes and quarterly standings. Audited calls and emails to ensure a high-quality level of service was being.Prior to building out a QA team, I attended daily QA sessions where I completed regression tests to ensure all new updates to the software were ready for production.Created an onboarding program for new hires joining the support and intern teams. Trained new members and created relevant training guides.Conducted weekly 1:1's with Support Associates, providing career coaching, guidance & timely feedback. Partnered with each individual team member to determine their interests and career goals to contribute to their professional growth and growth within Gather. Handled day-to-day team questions & escalations.Attended product meetings and presented Support feedback.Trained new non-support hires on product/software.Tasked with writing webinar scripts for all new feature releases.

At time of promotion, I had trained ~230 new customers. As a Senior Training Manager, new responsibilities included involvement in the hiring process for the Training team and managing the post-sales customer journey for larger, strategic clients.

Owned the post-sales customer journey for a portfolio of clients. This included implementation, training, and account management to reduce breakage, churn and dive renewals. Trained new users on the software through daily JoinMe screen share calls to drive product adoption.Provided ongoing support to existing clients via phone, email, and onsite meetings.Worked with the Customer Experience team to improve internal processes through Asana and Salesforce.Contributed to the product roadmap based on client needs and requests via Asana and ClubhouseConducted a weekly Gather 101 webinar using GoToWebinar. Averaged 45 attendees per call.

Kevy helps online retailers engage customers and drive sales through a single, integrated ecommerce marketing platform.Kevy at a glance:- Email Marketing- send promotions or newsletters- Pop-up offers - personalized to on-site visitor actions- Behavior based triggers - send personalized one-to-one emails- Cart recovery campaigns - recover lost revenue automatically- Closed-loop reporting - see what works, what doesn't and how buyers interact with your effortsFostered relationships with new and existing Kevy users. Acted as the point of contact for questions and feedback on anything related to their account and the platform. Managed customer implementation programs at various stages at any given time.Worked closely with clients to identify their e-commerce marketing goals. Created and executed strategies to surpass goals.Ensured steps necessary to meet client goals were completed during the implementation timeline.Trained clients on the product and on best practices through daily interactions, topic-specific GoToMeetings so that clients were empowered to manage their account post-implementation. Managed technical support through the Zendesk ticketing system. Escalated complex issues to the engineering team and acted as a liaison between the engineers and Kevy users. Managed cases in Zendesk in a timely and efficient manner. Brought the average response rate down from 19 hours to 5 hours in my first month.Worked closely with the Marketing department to create content and collateral. Contributed to the Kevy blog each week.Built Kevy Knowledge Base from the ground up by writing support and implementation related articles for users to reference.

Developed new customer partnerships and maintained the existing client base by cultivating meaningful relationships with a variety of management-level individuals.Worked with hiring managers to determine their staffing needs and acted as a liaison between the recruiting team and client to ensure that these needs were understood.Promoted Pareto’s services to clients by determining and implementing appropriate marketing techniques for industry and skillsets, including regular visits to current clients. Scheduled meetings with clients via referrals, cold calls, email campaigns, and networking events. Qualified and prioritized new job orders. Negotiated with clients to establish appropriate bill rates, contract terms, and fees for incoming job orders. Ensured client expectations regarding job orders were set and maintained. Conducted follow-up activities with clients to ensure customer satisfaction.Identified customer needs by being continuously alert and responsive to changing customer business environment and needs.

Responsible for the full recruiting cycle and placement of IT professionals for contract, contract to perm, and permanent positions with large, nationally recognized clients.Employed a variety of sourcing techniques including internet searches, cold calling, referrals, internal database searches, and social media to identify high-quality candidates. Reviewed resumes, pre-screened candidates prior to presentation to the hiring manager, provided summaries of candidates for presentation, conducted interview preparations, negotiated salaries, conducted reference checks, debriefed and closed qualified entry-level to senior-level IT candidates.

Writer for fashion industry website

Worked directly with the Product Development Manager from the concept stages to the finished product to ensure quality production of jewelry and low cost. Responsible for completing purchase orders and upholding relationships with vendors, press, and customers using the highest quality customer service. Worked directly with outside stylists to pull individual pieces from inventory for press features. Created sample pieces and instructions for production locally providing accurate measurements and direction.Created and edited images for publication on company website using Photoshop.Created promotional and advertising materials to enhance sales during company sample sale.Managed company's sample sale.

Created, promoted, and managed all castings.Coordinated all photo-shoot inventory. Worked directly with clothing vendors, Clutch directors, models, and business owners to maintain schedules and meet critical due dates.Responsible for the delivery, security, return, and preservation of all inventory

Selected as one of nine summer interns for the Phipps Plaza store out of 200 applicants Participated in developmental programs to enhance knowledge of retail operations.Consistently achieved highest sales production in department.Demonstrated hands-on customer service skills and product knowledge.Worked with the visual design team to merchandise and prepare store for various events.