Mackenzie Shoemaker-Hoy Email & Phone Number

Seattle, Wa, Us

Seattle, Washington, Us

- In player/coach role, motivate and coach Enterprise team to reach or exceed GRR and NRR targets: - 2024: 90% GRR and 99% NRR - 2023: 94% GRR and 106% NRR- Enable team to increase internal customer advocacy for product needs by creating formal CSM-to- Product partnerships, resulting in increased visibility of customer needs in Product design conversations, company strategic priorities and roadmap - Improve customer-CSM transition process through internal coordination of knowledge transfer, increasing time-to-value for new CSM and improving CSM-driven customer outcomes within one quarter- Lead re-design process of Executive Business Reviews and Success Planning to drive customer value by enabling team to prepare and deliver key customer ROI data that demonstrates success and creates a roadmap for next steps in a clear and compelling manner- Increase CSM-to-Implementation partnership for new programs, resulting in earlier goal + key outcome definition, earlier risk identification and intervention, and overall increased first-year successes- Facilitate weekly 1:1s with individual team members, leveraging data systems such as Salesforce, Vitally, and Gong to drive individual accountability, identify account risk, and tailor coaching for each IC. Developed "5% Project" to provide a framework for individual development and "passion projects" to drive customer retention and expansion- Implement company’s first customer success software tool; redefine processes with automation to standardize the customer experience and drive CSM insights and operational efficiency

Seattle, Washington, Us

In addition to Enterprise CSM responsibilities: - Increase CSM team’s ability to communicate platform value by creating scalable model of tying program KPIs and success to organizational priorities; model value and impact of strong CSM/AM alignment- Mentor, train and develop 5 CSMs in 1:1s, providing support, guidance and feedback in managing account transitions, books of business, strategy and process change management; decrease New Hire ramp period by 15%- Develop programmatic best practices to improve program success and drive client value; deliver tactical training to CS team to understand use cases and how to apply best practices- Identify internal process pain points; develop new processes to support scaling, growth of team; develop internal content articles to build understanding of trends and best practices

Seattle, Washington, Us

- Annually meet or exceed individual GRR and NRR targets2023: 110% NRR on $1.1M book of business, including securing $64k client expansions; 2022: 94% GRR and 119% NRR on $1.5M ARR book of business- With sales counterpart, proactively own and ensure seamless contract renewals year over year by executing on key client strategies, educating executive sponsors through insightful data points that drive critical business impacts; Drive expansions by identifying new use cases and programs- Leverage Chronus reporting capabilities to drive strategic program recommendations and direction that ensures successful delivery of goals and outcomes- Establish deep, strategic relationships by understanding unique needs, challenges and goals; Identify client business priorities and translate into program/platform strategy to drive client outcomes and expansions; leverage key information to monitor account heath, increase adoption and mitigate risk- Support administrators through full customer lifecycle (including onboarding, implementation, ongoing training and program redesigns) with regular strategic consultation on the Chronus platform; topics include programmatic issue indentification and resolution, tailored solutions, industry trends, and exploration of use cases and feature adoption to ensure sustained value of program and satisfaction- Craft compelling executive business reviews that communicate value, confirm satisfaction, resolve issues, drive strategic action, and increase stakeholder alignment- Exemplify company values, earning Peer-nominated award (3x) and Leadership-nominated award

Austin, Tx, Us

- Lead higher education administrative users on product best practices in software platform functional areas, including configuration of platform system; design and facilitate an average of 6 engaging trainings per week (both online and in person) guided by client goals and needs- Exceed quarterly customer satisfaction goals (6.2/7, goal of 6) by establishing strong client relationships, quickly identifying & solving client issues, and assisting institutions overcome internal and external roadblocks- Manage 12 projects per quarter to drive progress towards client goals; facilitate smooth project completions through swift issue resolution, mediation and stakeholder management- Reduced days in client implementation timeline by 50% (from 111 days to 50 days) through strong resource allocation, agile project management, strong client communication and goal-based training- Develop strong relationships with clients as their trusted advisor throughout implementation to create customer advocates and champions; proactively manage hand-off to renewals team- Analyze internal processes for duplications and ambiguities; propose and implement process solutions across cross-functional teams to clarify roles, steps and sequences- Collaborate with internal stakeholders to develop client facing documentation, training resources and playbooks to facilitate quick client adoption, resulting in increased training effectiveness that translates to increased client longevity

Seattle, Wa, Us

- Provide strategic, operational and fiscal leadership on cross functional advancement team to achieve student success fundraising goals- Overcome programmatic ambiguity to develop and manage project plans, goals, deliverables and timelines to support initiatives; prioritize and manage multiple projects based on urgent team needs- Create marketing materials to effectively communicate donor impact and advocate for student success programs; empower student programs with toolkits to create own communications - Conduct 5-year donor analysis to evaluate acquisition rates, donor demographics and solicitation timing to provide benchmark statistics and determine key performance indicators to support strategic prospect targeting; key takeaways from analysis resulted in 20% YOY increase of donors- Develop framework for sustainable fundraising practices in resource constrained environments; serve as consultant to student programs building new annual philanthropy campaigns

Seattle, Wa, Us

- As part of Bill & Melinda Gates Foundation’s nation-wide initiative, develop a student Emergency Aid program at UW-Seattle; initiatives were collated with 5 other institutions to develop a playbook now distributed on a national scale- Build deep understanding of student financial issues; collaborate with campus stakeholders to idealize functional and compelling solutions within programmatic constraints- Develop and implement University of Washington-Seattle’s communication plan to create program awareness for students, faculty and advisors- Conduct landscape analysis survey to inventory current emergency aid resources across campus; analyze qualitative responses to surface needed campus resources and strategically drive communication tactics - Conduct student focus groups for user design perspective in program development; implement key findings into program to improve student usage of program for increased retention

Seattle, Wa, Us

- Research, develop, write, & design creative print collateral for campaign, stewardship mailings, campaign website, and impact donor reports- Draft gift proposals, case statements, informational materials, & donor agreements to secure philanthropic gifts- Support strategic discovery and qualification activities; prepare donor briefings & funding priority informational materials - Create & manage donor engagement events & meetings to highlight funding priorities- Coordinate strategic mailing; segment broader audience of 700 into 3 areas of specific messaging, including faculty, staff & retiree giving, bequest giving, & 10+ years of consecutive giving- Engage & prepare students for donor engagement opportunities; lead students through critical reflection to develop personal narratives to demonstrate impact of giving and develop donor-centric philanthropic relationships

Seattle, Wa, Us

- Research, develop, write, & design engaging and impactful print content for campaign, stewardship mailings, campaign website, and impact donor reports - Develop annual giving marketing campaign across 5 departments to strategic audiences based on university affiliation to solicit low-level donations - Support strategic discovery and qualification activities; prepare donor briefings & funding materials - Build donor relationships through successful execution of engagement events, fundraising banquets & meetings to support funding priorities - Lead students through critical reflection to develop personal narratives to demonstrate impact of giving and develop donor-centric philanthropic relationships

Corvallis, Or, Us

Reno, Nevada, Us

Reno, Nv, Us

Master Of Education - Med, Leadership In Higher Education

Bachelor Of Science, Digital Communication Arts, Business

Semester At Sea | Study Abroad, Global Media, Psychology