Karen O'Connor Email & Phone Number

Portland, ME, US

• Effectively manage a diverse portfolio of 100+ enterprise accounts, maintaining strong and resilient client relationships through regular, consistent communication.
• Provide a comprehensive onboarding experience for new customers, including project kick-off, integration setup, administrative and team training, and other essential elements, guiding them from the initial launch plan.
• Actively drive platform adoption and usage by engaging customers in ongoing interactions that emphasize the platform's value and benefits.
• Facilitate regular data-driven Quarterly Business Reviews (QBRs) and other client meetings, offering strategic insights and feature recommendations to align with customer objectives.
• Identify and proactively address at-risk customers, implementing strategies to mitigate churn and ensure customer satisfaction and retention through informed approaches.
• Conduct in-depth reviews of key account metrics with clients, continuously ensuring alignment with their evolving objectives and goals.

Remote

• Established strong relationships with 250+ corporate clients, spanning SMBs to enterprise-level, as the primary contact for event negotiations and agreements.
• Oversaw end-to-end management of 180+ private and corporate events, from booking to successful execution, encompassing virtual, hybrid, and in-person workshops.
• Maintained a high NPS score of 88 and CSAT score of 94, demonstrating exceptional commitment to customer satisfaction.
• Assisted in creating newsletters and sales collateral to bolster corporate business.
• Proficiently administered HubSpot CRM, including the successful migration of data into the system, and automated 35+ workflows for enhanced operational efficiency.

Portland, Maine Metropolitan Area

• Led customer success initiatives and played a pivotal role in driving product development.
• Enhanced the customer onboarding process, overseeing implementation training and continuous service improvements.
• Produced extensive help documentation and instructive training videos to facilitate customer adoption of the Curriculum Engine.
• Supported the sales process by assisting with prospects, collaborating with the team to evaluate and implement process enhancements.
• Administered the HubSpot CRM platform, offering internal training and support as necessary.
• Contributed to ongoing feature development and UI enhancements, offering insights for prioritizing new features and improving overall design.

Portland, Maine Metropolitan Area

• Designed and implemented an efficient customer onboarding process while developing training materials and relevant resources.
• Successfully implemented the Curriculum Engine at customer sites, overseeing district training, and providing ongoing support.
• Collaborated with various teams to understand customer site infrastructure, ensuring seamless integration with Student Information and Learning Management Systems.
• Contributed actively to the ongoing development of features, user interface, and foundational technologies of the Curriculum Engine.
• Created initial round of help documentation, to aid customers in utilizing the Curriculum Engine effectively.
• Orchestrated the configuration and setup of HubSpot CRM, which included seamlessly migrating critical data from Salesforce, ensuring a smooth transition for enhanced customer management and engagement.

Portland, Maine Metropolitan Area

• Developed and optimization customer onboarding process, along with creating associated materials, ensuring customers were well positioned to maximize the potential of our digital B2B procurement platform.
• Conducted comprehensive onboarding and training sessions for both food procurement teams as well as local food suppliers, to ensure their seamless integration with and proficient utilization of our platform.
• Proactively fostered platform adoption and drove expansion initiatives at existing customer sites, effectively converting trial customers into long-term advocates.
• Cultivated and nurtured positive customer relationships across all levels, serving as a trusted advisor to address support issues and facilitate periodic feedback sessions.
• Collaborated closely with the product team to conduct account reviews and provide valuable analytics, contributing to customers' continuous success.
• Maintained an extensive knowledge of our product, delivering engaging customer demos both remotely and onsite to showcase its capabilities.

Portland, Maine Metropolitan Area

• Engaged prospects in the sales cycle, effectively communicating the value of on-premise and software-as-a-service (SaaS) solutions to drive conversion and customer success.
• Maintained the sales pipeline and proactively monitored customer adoption, identifying opportunities for upsell and expansion to ensure customer satisfaction and growth.
• Initiated the onboarding process and facilitated a smooth transition to the implementation team, ensuring successful go-live for customer.
• Generated sales and forecasting reports, analyzed trends, and demonstrated proficiency with Sage CRM and HubSpot to make data-driven decisions.
• Collaborated with the marketing team on campaigns, actively obtaining customer testimonials and references to showcase success stories.
• Coordinated the company blog, authoring over 75 posts, including Q&A customer case studies, to share insights and promote customer achievements.

Portland, Maine Metropolitan Area

• Initiated contact with prospective clients to introduce our software solutions and services.
• Scheduled calls for sales discovery discussions with potential clients to understand their software needs.
• Maintained ongoing communication with leads and prospects to nurture relationships and provide additional information as needed.
• Collaborated on the preparation of responses to Requests for Proposals (RFPs), ensuring they met client requirements and showcased our solutions effectively.
• Prepared and delivered sales cost quotes and proposals, and executed orders to facilitate seamless customer purchase experience.
• Generated weekly pipeline reports and other essential sales-related reports to provide insights into sales performance and opportunities.

Mba, Business

Activities and Societies: Graduate Fellow | Finance Department

Bs, Human Nutrition

Minor in English