As the Manager of Customer Success, I spearheaded a team of 6 dedicated professionals comprising Customer Success Managers, Customer Success Associates, and Customer Support Associates. Leveraging my expertise in customer success methodologies, I orchestrated the seamless conversion of over 600 customers and their accounts from a legacy online portal product to a robust SaaS offering, achieving an impressive retention rate of over 80% while minimizing disruptions. My role extended to meticulously tracking and reporting on key performance indicators (KPIs) and outcomes on a daily, weekly, monthly, and quarterly basis, ensuring transparency and alignment with Executive Leadership Team (ELT) and cross-functional stakeholders.In driving initiatives surrounding the launch of our innovative SaaS product, I led cross-functional teams through critical phases, including internal alpha rollouts, market readiness evaluations, and customer-facing launches. I championed internal realignment efforts and provided comprehensive enablement to equip teams for success. Throughout these endeavors, I maintained a keen focus on facilitating smooth transitions for team members moving from Account Executive to Customer Success Associate roles, ensuring continuity and proficiency in delivering exceptional service.Additionally, I provided invaluable coaching and support to team members, guiding them through Performance Improvement Plans (PIPs) as needed, with an emphasis on fostering professional growth and development. Taking a hands-on approach, I personally managed our Enterprise accounts (75), creating strategic account plans for each and effectively renewing customers with annual recurring revenues (ARR) ranging from 25K to 250K at an outstanding retention rate of 103%. My strategic leadership and dedication to customer-centric excellence were instrumental in driving success and solidifying long-term partnerships with our valued customers.

Partner with and provide strategic guidance to customers with the goal of aligning the customer's objectives to Wonderlic products and services. As the Senior Customer Success Manager, I am responsible for regular and proactive engagements with the Enterprise portfolio of customers to guide them to value realization while also uncovering and mitigating any risk within the portfolioActively monitor and manage customer relationships by fully understanding customer goals, objectives and status of customer business Build customer relationships through strategic conversations to understand organizational business objectives and goals Conduct customer-facing meetings and presentations on service delivery and opportunities for adding value to our customer's business Coach customers to be product experts Identify blockers and barriers to customer adoption, creating feedback loops between the customer and product teams Act as a customer advocate within the company and streamline the customer experience to prevent turnover Manage numerous Enterprise customers and contacts at different stages of the customer lifecycle Work closely with the account management team to win customer renewals Leverage customer health monitoring tools to identify potential issues, and work with your customers to implement strategies for product success Manage the customer database (Salesforce) and ensure that all records are up to date

As a Senior Client Advisor, I develop and deepen relationships with larger traditional high value clients while seeking to identifying and drive new opportunities. By promoting additional products, services and solutions that encompass Wonderlic’s content, consulting, and technology, I strategically align myself with my clients to retain top talent. Responsible for developing individual account strategies that foster a deeper understanding; while driving deeper relationships with a focus on helping clients to achieve their goals. I provide exceptionally high levels of personal, proactive communication and support every step of the way with my clients to ensure their solution is always exceeding expectations.

Managed $1M+ book of high-value, high-touch, strategic accounts in a SaaS sales environment Engaged clients to cultivate trusted advisor relationships and proactively identify growth opportunities/risk potentialConducted strategic account review sessions with enterprise clients to ensure ongoing alignment of solutions, identify roadblocks, and create follow up success plans, resulting in increased user adoption and client retentionPartnered with internal consultants on integrations and training, value-added services, and business impact analyses Account planning, sales forecasting, all facets of sales administration, and CRM documentationCollaborated with General Counsel to negotiate complex enterprise license and SLA renewals Consistently exceeded revenue goals and maintained year over year retention rate

Leveraged technology and migrated clients to online testing platform. Followed up on existing clients to increase presence and sales. Handled all inbound calls for new and existing clients in assigned geographic area. Identified, developed, and secured new business relationships in targeted areas through outbound calling efforts. Maintained client relationship, offered support, identified new business opportunities, and ensured completion of clients’ goals. Collaborated with Divisional Sales Manager to service accounts and generated activity reports, usage reports, and hire tracking. Met and exceeded monthly, quarterly, and annual sales quotas - multi year award winner

Develop and implement training curriculum for KHEC Admissions.Planned, designed, implemented and reinforced eLearning courses and training materials, including all relevant course content, exercises, quizzes and evaluationsCollaborated with the National Admissions Team to determine eLearning topics and training needsEnsured training materials met organizational training goals and objectivesDeveloped training curriculum to follow adult learning theory and instructional design methodologies, enhanced training's to improve ROI based on needs analysis conducted, updated training materials as needed to maximize effectiveness, conducted thorough research into computer-based training products, assisted in new training rollout to campuses as modules were developed, worked closely with other departments wherein Admissions initiatives must converge

Supported the National Admissions Team in project management for admissions-related improvements and initiatives (systems, products, policies, etc). Provided input based on findings from the field as to improvements/changes needed to enhance current systems, products, and policies.Gathered data from the field to assess the need for additional training for admissions department initiativesAssisted in analyzing new enhancements/upgrades to improve admissions processes and made solution recommendations according to research findingsAssisted in the entire project management process including planning, requirements, development, testing/piloting, implementation to the field, and follow up analysis and worked closely with other departments where our strategic incentive required interface with themCreated and implemented comprehensive web-based trainings and presentations to train and guide learners through various policies, processes and lessonsCollected and tracked supplies/documentation from the field to ensure the admissions department operated within compliance guidelines

Developed multi-media marketing materials, implemented outreach campaigns, and participated in events for college’s student retention program.Created academic success plans for underperforming students and advised a diverse student population on academic goal setting and time-management.Partnered with academic and administrative departments across the entire organization to resolve student issues.

Interfaced with prospective students and people influencing the decision to attend/select school, communicated the philosophy and features of the school. Met the school’s enrollment objectives in an accurate, professional, and ethical manner.2006 High Achiever Award Winner-Global Marketing Conference Las Vegas, NV March 2007. Nominated based on generation of $3,000,000.00 sales2004 High Achiever Award Winner-Global Marketing Conference Hawaii February 2005. Nominated based on generation of $3,000,000.00 sales

As a dedicated team member of an upscale European pastry shop, my role encompasses a comprehensive array of responsibilities aimed at ensuring exceptional customer experiences. From meticulously managing opening and closing procedures to overseeing all daily cash register, credit, and sales transactions, I maintain an unwavering focus on delivering excellence in service. In addition to processing retail and wholesale orders for prestigious establishments such as major Chicago-land Hotels, Resorts, and Country Clubs, I am committed to upholding the highest standards of product quality and presentation. Through my dedication to exceeding sales goals, I continuously elevate the success of the business while providing guidance and training to new team members, fostering a culture of excellence and customer-centricity.

Specialized in planning, implementing and executing sales incentive programs as well as offered a wide variety of professional travel planning services and assistance such as airline tickets to family vacation planning, cruises, honeymoon planning, hotel and car reservations.Responsible for day-to-day opening and closing procedures.Responsible for Domestic air travel, tours, and land arrangement bookings as well as international travel and documents via Apollo/Focal Point Computer Reservation System.Participated in 100+ hours of superior hands on training seminars and research in domestic and international air travel, cruises, tours, sales techniques, destination geography, and insurance.Coordinated and consulted executive business trips for upper management executive clients.Responsible for leading co-workers in advanced, more efficient bookings of tours and cruises though Leisure Shopper Software.

Directly oversaw a diverse team of full-time, part-time, and seasonal employees to ensure seamless store operations.Handled all cash register transactions with precision and focus on enhancing the customer experience.Meticulously curated visual merchandising, stock placement, and store displays to optimize customer engagement.Coordinated and facilitated comprehensive new hire orientation and training.Empowered team members to consistently meet and exceed daily, monthly, quarterly, annual quotas.Played a pivotal role in financial management by preparing and reporting budget numbers to headquarters regularly.Upheld employee satisfaction and development through meticulous record-keeping, performance reviews, and active contributions to store meeting planning.Fostered a cohesive and productive work environment aimed at exceeding customer expectations.

Led a customer-centric approach as Retail Sales Supervisor, overseeing all store operations.Managed store opening and closing procedures to ensure a smooth and efficient experience for customers.Conducted day-to-day cash register transactions with precision and accuracy.Curated captivating visual merchandising displays to optimize product presentation and enhance the shopping journey.Coordinated daily merchandise stocking to ensure products were readily available to meet customer needs.Facilitated new hire orientation and training procedures to nurture a customer-focused culture within the team.Prepared budget numbers for regular reporting to the home office, aligning financial goals with customer satisfaction objectives.