Rachel Shields Email & Phone Number

Austin, Texas, United States

· Represented Customer Success Ops in a transformative, 16-week Generative AI program. Led rapid experimentation for a business case that will revolutionize operations company-wide.· Communications Governance program Co-Lead to establish an overarching customer success communication strategy.

Austin, Texas

• Lead communications strategy and deliverables for multiple global, customer-impacting projects
• Create/implement targeted customer-facing communication utilizing Gainsight and/or Marketo
• Collaborate with internal stakeholders on cross-functional projects that vary from small process improvements to large company-wide operational change management
• Copy, graphics, and content editor for customer newsletters, customer success spotlights, and strategic messaging to ensure consistency with company branding and Customer Success voice
• Steward and project manage impromptu, escalated communication requests
• Customer Success story program manager

Austin, TX

• Familiarized customers with tools and resources to help ensure their success with Blackbaud products
• Coordinated with multiple departments to help resolve escalations quickly
• Scheduled customer calls on a regular cadence to stay closely aligned with their goals and strengthen their partnership with Customer Success
• Advise customers on best practices and success strategy
• Mentor and train new team members

Austin, TX

• Build and maintain client relationships
• Facilitate client projects and assist with Support escalations
• Advise clients on best practices and online fundraising strategy
• Client liaison for various issues such as training, contract, and billing inquiries
• Create/improve processes to increase efficiency of daily operations

Austin, TX

***Convio acquired by Blackbaud

Austin, TX

• Helped define the Onboarding Coach role and responsibilities
• Trained new merchants on usage of software to help them successfully launch their ecommerce businesses

• Main point of contact for client concerns regarding their infrastructure (e.g., datacenter migrations and hardware upgrade implementations)
• Cross-functional coordination to resolve any customer issues/escalations
• Build and maintain client relationships
• Streamline daily operations/processes

Dyess AFB, Abilene, TX

Dyess AFB, Abilene, TX

Ramstein AB, Germany/Aviano AB, Italy

Bachelor’S Degree, Organizational Communication

Psychology/Pre-Med

Master Of Science - Ms, Leadership And Change

15 credit hours completed. Veterans benefits did not cover the entire program, so I made the decision to not incur any more debt at the.