Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner

California State University, East Bay CX Program is designed by industry experts and experienced leaders, for professionals seeking advanced skills in this fast-growing discipline.

• Project-based consulting for small-business clients looking to establish their Sales Development and Customer Success teams (either internally or outsourced).

Project-based consulting for clients looking to outsource support/success teams overseas, as well as Customer Experience Marketing strategies to drive new business in new emerging markets and countries.

• Drove customer success by aligning business goals with product capabilities, resulting in an 102% renewal rate and managing a portfolio of 85 accounts (totaling $10M in ARR).• Collaborated cross-functionally with Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering teams to relay customer feedback, evaluate churn risk, and proactively address dissatisfaction, ensuring customer retention and satisfaction.• Spearhead customer adoption initiatives, conducting regular cadences and reviews to maximize customer value and align platform adoption with business needs, while building and maintaining strong customer relationships at the executive level.

• Customer Success Manager for 70 enterprise accounts for HR software company, comprising $3.5M in ARR. • 95% NPS scores from customers. • 90%+ customer retention quarterly.• Collaborated with sales, marketing, product management, implementation, customer support and leadership to ensure successful long-term relationships, retention, upsells, cross-sells, and customer advocacy opportunities.

• Onboarded 20+ new customers for real estate brokerage technology company simultaneously, comprising $5M in ARR. • Improved implementation timeline 100% within one year by creating an implementation playbook, customer email templates, and Implementation Manager onboarding/mentorship program. • 98% post-implementation NPS scores from customers.

• Account manager for over 30 strategic US Government agencies using Adobe Connect training software in a FEDRAMP managed services environment.• 135% of quota for upsells and customer renewals year over year.• Managed $5 Million in ARR, increased adoption, upsell/cross-sell opportunities, and yearly contract renewals.• HSPD12-approved.

• Designed, implemented, and managed complex contingent-worker staffing programs for 20 high profile Enterprise-sized global accounts.• 20% growth in GSV (Gross Service Value) quarter-over-quarter, average GSV exceeded $300K per month.• Worked cross-functionally with Sales, Solutions, Compliance, Legal, Marketing, and Recruiting teams to ensure client success, increased adoption, and guaranteed yearly contract renewals.

• First Customer Success Manager hired for U.S. operations, spearheaded the creation and establishment of Customer Success processes, training documentation, Key Performance Indicators, and SLAs.• 98% customer retention rate quarter-over-quarter while managing 900 clients in the United States and Canada in all aspects of Customer Relationship Management software and Digital Marketing initiatives.• Cultivated over $450,000 in up-sell opportunities with the existing customer base each quarter.• Recognized for top two up-sell growth globally amongst CSMs in FY15 (resulting in $150,000 new revenue for Q4).

• Managed 250 key accounts in U.S., with a total monthly recurring revenue of $750,000.• 122% up-sell average over a 3-month rolling period.• Strategic partner for all direct and online marketing campaigns, optimizing internal processes, enhancing branding and signage/logos, and conducting staff trainings.• Collaborated with Leadership to enhance products, processes, and overall customer experience.

• Account management for 1,000 SMB Clients (dental and specialty medicine offices throughout the US and Canada), comprising $300,000 in monthly recurring revenue.• Maximized product exposure, provided comprehensive training, and offered expert utilization guidance for marketing/communications products; informed by industry research and client feedback.• 105% success rate, consistently exceeded quarterly team and individual metrics (Net Promoter Score, Account Touches, Percentage of Accounts Renewing Yearly Contract)• 25% reduction in client churn rate quarter-over-quarter, resulting in a Net Promoter Score of 98.• Spearheaded initial interactions with clients/prospects, facilitated new client onboarding, conducted pre-sales research, delivered product functionality training, addressed billing and contract questions, and upsold/cross-sold opportunities.

• Managed over 250 client accounts (domestic and international), $2 million in monthly recurring revenue.• First contact for client/prospect inquiries, new client onboarding, pre-sales research, product functionality training, billing and contract questions, as well as up-selling/cross-selling opportunities.• 130% of renewal quota in 2011, top rep in Western/Pacific Northwest Region.• Awarded “ADM of the Quarter” for Q1 2012, for onboarding, training, and managing a new global client, billing over $800,000 in monthly recurring revenue.

• Account Management of over 100 client accounts (domestic and international), comprising over $700,000 of monthly recurring revenue.• First contact for client/prospect inquiries, new client on-boarding, pre-sales research, product functionality training, billing and contract questions, as well as up-selling/cross-selling opportunities.• AchieveGlobal Certified to deliver classroom training modules in Customer Service and Leadership competencies.

• Conducted 40 lessons per week with Japanese students seeking to improve English conversational abilities (including general conversation English, business-related English, kindergarten through high school children instruction, and TOEIC/TOEFL-test preparation courses). • Testing of students to gauge improved abilities and suggestions for future paths of study.• Demonstration lessons for prospective students.• Business and Children Instruction Coordinator: Coordinated all children's and business-related class activities for home branch school and secondary satellite school, including preparing monthly teaching materials, and overseeing the completion of semi-annual progress reports to parents and students’ supervisors. In addition, assisted other instructors in training, class preparation and providing suggestions for maximum efficiency.

• Account/Project Management (including maintenance, training, and technical support) for clients (Consumer Packaged Goods Manufacturers and Retailers). • Design, implementation, execution, and analysis (PPC, CPI, CPM, CTR) of monthly email marketing campaigns.• Investigated customer inquiries and escalated technical issues.