Marissa Goldman Email & Phone Number

Tucson, Az, Us

United States

-Influenced over $320 MM ARR in relationship building programs geared primarily for enterprise level customers-Collaborated cross-functionally to execute program goals including enablement, program coverage, account team support, executive support, etc.-Improved operations with automations and visibility implementations in partnership with IT teams and built divergent process streams to more effectively leverage E & C Staff across the company portfolio-Collaborated with PE firm to engage executives at the highest levels to deepen existing relationships and strengthen brand value for top accounts and prospects-Executed and supported several strategic initiatives including Customer Advisory Boards, Executive Engagement Events, and other initiatives-Built and collaborated on executive prep materials and program onboarding for C and E Suite executives to drive effective customer communication and relationship building

Arizona, United States

-Wrote charter and launched Executive Escalations Program in a completely virtual, digital-first environment-Led projects to address cross-functional gaps to strengthen Product team and Success team relationships-Collaborated effectively to implement multiple program improvements that increase trust with customers and mitigate churn risk-Managed multiple high ARR accounts with significant churn risk through resolution of escalation in partnership with multiple cross-functional partners including account teams, executives, product teams, and Advocacy

Remote

-Created and operated high value regionally aligned strategy that increased visibility, resourcing, and collaboration across high impact challenges effecting top accounts-Worked cross functionally with engineering, product, and other key stakeholders to scope, prioritize, and resolve enterprise customer complaints and gaps.

Virtual-Az

-Led executive escalation team supporting customer privacy, legal, safety, and security inquiries-Identified optimization opportunities in existing workflows and implemented improvements to the customer experience-Liaised with the legal, PR, and Operations team on sensitive inquiries and leveraged anecdotes to drive process improvement-Partnered with high level executives, security operations, Legal, PR, and tech developers to manage highly sensitive projects

Tucson, Arizona

-Partnered with key stakeholders to design and launch process that enabled hundreds of senior leaders across Amazon to maximize time investment in interviewing activity at scale-Identified need and created greater transparency by mapping full process for core interviewing programs at AWS globally-Identified multiple optimization opportunities including tooling transitions that enhanced visualization of population data and removed bottlenecks to meet program goals-Partnered with cross-functional teams to optimize reporting metrics resulting in senior leadership visibility to adoption rates around critical tooling transitions in global recruiting

Seattle, Washington

-Developed new program infrastructure including standard operating procedures and success metrics -Responsible for auditing complex cross-organization mechanisms to surface critical customer facing risks-Delivered high level senior leader presentations to gain approval and remove roadblocks in delivering excellent customer experiences through complete and scalable processes-Provided training to global teams spanning Latin America, the Middle East, and the U.S. -Championed Diversity & Inclusion by partnering with internal programs that increase a diverse environment for innovation and drive a healthy team culture-Consulted and executed on global program expansion for customer experience, process, and mechanism improvements for the Middle East during Souq.com integration-Volunteered to support internal disaster relief teams following natural disasters, supported improvements to training and processes that increase team member communication and readiness-Created a tool utilized to evaluate mechanism completion and efficiency globally and cross functionally; adopted by employee services to review and manage critical data privacy measures

Seattle, Wa

-Coached and managed up to 9 leaders through performance, project, and people management -Managed operational organization of 175+ employees -Established community involvement initiatives for virtual employees spanning the US to increase engagement with local community organizations where employees are most passionate-Managed budget and multiple projects for employee community involvement-Managed multiple projects ongoing focused on cost savings, associate behavior, and identifying customer issues and trends-Owned team Gemba process to drive process improvement and manage associate escalation of systemic issues for improvement projects-Executed A/B experimentation for New Hires to compare training results of New Hire training redesign to legacy training, resulting in improved quality results of New Hire classes-Led several successful training classes in retail that produced hundreds of high performing new hires

Seattle, Washington, United States

-Frontline leader of up to 90 employees-Led world Class Customer Service Team-Coached and developed talented employees into future leaders with top metrics week over week-Partnered in experiments to challenge and improve metric assessment of customer experience

Down Syndrome Research Group

Memory and IQ assessments, data handling and cleaning, eye tracker task creation, neuropsychological and memory task creation, recruiting, data collection, etc.

Bachelor'S Degree, Psychology And Philosophy, With A Minor In Marketing

Activities and Societies: Psi ChiDeveloped strong communication, ethics, data handling, and critical thinking skills during my time.

Associate Of Arts (A.A.), Philosophy, Languages

Activities and Societies: Phi Theta KappaExplored my interests in the humanities while acquiring organizational and critical thinking.