Welcome to xBrenda, your go-to partner for all your administrative and Revenue Operations (RevOps) requirements. With over 8 years of experience in implementing Gainsight and, more recently, Vitally, we specialize in optimizing your company's operations.At xBrenda, we excel in operationalizing your business processes, ensuring efficiency and productivity in your day-to-day operations. Let us handle the complexities while you experience the wonderment of streamlined workflows and enhanced performance.

Travels x Brenda provides a personalized travel booking service, giving you a dedicated expert to handle all your flight, accommodation, and activity arrangements.

As a subject-matter expert in Gainsight and customer success tooling, I was responsible for demoing, recommending, and implementing the optimal customer success solution for our team. I collaborated with Client Services teams to introduce our first series of playbooks and centralized standard operating procedures. As the pioneer in this role, I established and executed a clear vision, completing the full implementation in just 6 weeks, well ahead of the projected 6-month timeline.• Led the selection, negotiation, and implementation of Vitally• Managed day-to-day support, user training, and continuous improvement of Vitally system, maintaining high data integrity and operational efficiency. Created process and documentation (Help HUB), maintained playbooks and SOP across various teams.• Collaborated with:o Marketingo Producto Client Serviceso Engineeringo Development Team• Managed privacy data subject requests and ensured compliance with data security and privacy laws.

As a seasoned Gainsight expert, I was brought in to audit our Customer Success tools and provide recommendations on Gainsight to Salesforce processes. I strategically optimized customer success tooling and processes, identifying opportunities to utilize Atlassian tools and reduce reliance on third-party resources.• Contributed to scaling risk operational processes by implementing and driving changes in procedures and tooling.• Helped scale risk operational process by implementing and driving changes in procedures and tooling.• Analyzed Team Operations across Customer Success and Innovations team and made recommendations on cutting costs and better software efficiencies across teams• Collaborated on auditing team calendars across 4 teams, improving the use of our time and improved on our team capacity.• Lead SOW team in developing proposal process, prioritizing cloud migration across top 11 customers with over 10K users. Including negotiation and redlining process with legal team• Leveraged SQL knowledge to work directly with Data Analysts, enhancing data-driven decision-making and problem-solving capabilities.

I managed a diverse portfolio of projects and implementations, including the reimplementation of the Gainsight environment twice, extensive SaaS agreement negotiations, and the implementation of an end-to-end contracting automation process with SFDC and Conga Sign. I collaborated seamlessly with business stakeholders, company leadership, and vendor/supplier management, ensuring clear communication and alignment of project objectives.• Designed and implemented end-to-end workflows, reports, dashboards, and business processes in partnership with Customer Success leadership, optimizing system performance and user experience.• Supported Tugboat’s VP of CS with all integration activities as Tugboat’s CS function begun integrating into the OneTrust CS/PS function.• Gainsight as the primary platform used by the Tugboat CS team. OneTrust decided to implement Gainsight across their business more broadly. As the Business Operations Manager I acted as an SME to support the scoping, design, implementation, and adoption of the tool.• Created business and operational metrics to identify areas of improvements.

As a seasoned subject-matter expert, I adeptly managed a diverse portfolio of projects, including extensive negotiations of SaaS agreements and the successful implementation of an end-to-end contracting automation process utilizing SFDC and Conga Sign. I seamlessly collaborated with business stakeholders, company leadership, and vendor/supplier management, ensuring clear communication and alignment of project objectives.• Configured and administered the Gainsight platform to enhance customer success, ensuring seamless integration with Salesforce and other CRM systems.• Analyzed business performance to uncover trends, insights and opportunities and enhance CS KPIs to measure the effectiveness of business decisions• Managed privacy data subject requests and ensured compliance with data security and privacy laws.• Collaborated with key partners across the organization (Sales Ops, Partner Development, Finance, Marketing, Product, etc.) on cross-functional initiatives, representing the CS organization

Utilized Gainsight and its automation solutions to boost operational efficiencies. Proactively addressed team needs, resulting in significant cost savings and time gains for Qualia. Expertly prioritized conflicting demands to ensure optimal operational success delivery.• Enhanced business systems and processes for Customer Success organization – decreasing the team’s time spent investigating priority action items by 30% each week. • Designed and implemented a new Gainsight Health Scorecard which successfully identified at-risk accounts and decreased churn by 30% in Q3 2020. • Reduced time to onboard new customers by 50% by implementing a new dashboard that improved Onboarding and Customer Success Manager workflow.• Collaborated with cross-functional teams to gather business requirements and translate them into technical solutions within Gainsight, driving effective customer success strategies.

• Leveraged Gainsight to spearhead the development and transformation Serenova’s Customer Success reporting infrastructure, utilizing shared and internal resources to create comprehensive reporting mechanisms. Developed robust customer value and health metrics to enhance decision-making.• Developed and maintained Gainsight dashboards, views, and reports to track team performance and measure impact against strategic objectives.• Established system checks and balances to maintain key business processes while adjusting flows and automation according to new business requirements.• Utilized data analytics to analyze trends, opportunities, and risks, offering data-driven insights to inform decision-making for special projects and growth initiatives. Resulting in a $1M revenue boost in Q3 2019.