Michaela Downey Email & Phone Number

Boston, Massachusetts, United States

Boston, Massachusetts, United States

• Managed Gainsight NXT implementation, enablement, and ongoing maintenance for a global team of 60 Customer Success Managers
• Established product-specific health scoring in Gainsight NXT for over 10 products, integrating product insights from Gainsight PX
• Created automated digital Customer Success touchpoints leveraging email workflows and in-app popups
• Created and managed a roadmap to plan and prioritize deployment of Customer Success and Product Management use cases for the Gainsight investment to ensure cross-functional stakeholder alignment

• Created a new user onboarding experience for an environmental advocacy nonprofit leveraging React.js and Gatsby.js over the course of an eight-week sprint.

Boston, Massachusetts, United States

• Analyzed product adoption data and authored four case studies leveraging insights from Domo and Netsuite to identify key drivers of churn.
• Created two PowerBI reports to assist with renewal forecasting and headcount planning. headcount planning
• Educated Customer Success Managers during the rollout of new fields in Netsuite
• Maintained master databases for renewal quotas and account assignments

Smithfield, Rhode Island

• Designed procedures to migrate approximately 1,500 clients’ data onto a new investment planning platform
• Developed subject matter expertise on the use of the new platform in order to assist sales representatives with questions and troubleshooting
• Authored and edited two job aids to educate both the Production Support team and the sales organization on the proper use of the new platform
• Coordinated with developers, Agile teams, support staff, and sales management to launch a minimum viable product and educate over 60 sales representatives on the rollout and use of the new platform
• Researched and documented solutions to over 100 defects and unanticipated use cases

Washington, DC

• Coded and scheduled approximately two emails per week for the organization’s various events and fundraisers
• Designed and created promotional social media and web content for ten fundraising events
• Maintained the organization’s web and email presences, coordinating with CRM customer support as necessary

Washington D.C. Metro Area

• Wrote and coded emails for over 20 campaigns, PACs, and nonprofits
• Utilized Excel and Tableau to assist with analyzing and reporting performance to stakeholders
• Scheduled and tracked performance for three Facebook engagement campaigns

• Utilized SEO to improve search engine visibility of two fundraising articles per week
• Raised over $500 for the organization's mission in a 12-week period
• Coordinated with Chief of Staff to execute content and lobbying campaigns while working remotely

Washington D.C. Metro Area

• Introduced students to both NGV and the FAFSA process.
• Educated low-income students and families about ways to receive assistance filling out the FAFSA and applying for other types of financial aid

North Attleboro, Massachusetts

• Took ownership of meeting or exceeding key metrics including credit card applications, rewards program sign-ups, and customer satisfaction scores
• Functioned as part of a store-wide team to ensure positive customer experiences and respond to problems quickly and proactively
• Assisted other team members with maintaining an orderly work environment

Bachelor Of Arts (B.A.), International Relations And Affairs, 3.9

Activities and Societies: Global Scholars Program, Sigma Iota Rho (international relations honor society), She's the First, American.

Visiting Student

High School, College/University Preparatory And Advanced High School/Secondary Diploma Program, 4.19

Activities and Societies: Metacomet (online student publication, editor), National Honor Society, Rho Kappa, Société Honoraire de Français.

Full Stack Web Development Certificate

Completed over 200 hours of coursework and live classes along with approximately 15 hours/week of homework and building two full-stack web.