Sapphire Smith Email and Phone Number

- Expanded our one-size fits all onboarding experience to tiered systems that offer a bespoke approach to the needs of new customers during this crucial stage. This included tech touch, CSM-led and white glove onboarding tiers. - Personally developed the accompanying Customer Education Program including "tech touch" training webinars, product documentation and best practice educational guides utilized by all new incoming customers- Then, with CSM and Support support, I personally oversaw the onboarding of the first 50 clients through the different tiers to prove the scalability the of the model.- Developed product and marketing surveys to understand customer sentiment post-onboarding and collaborated with Products, Marketing, Success and Sales teams to implement necessary improvement based on insights- Created content and media to support internal adoption of new customer training methods and concepts, including video guides and in-app training modules with tools like Appcues and Loom. I also aiding our Product Marketing team in their creation of pre and post-sale interactive demos and product walkthroughs.

- Built, onboarded and trained a team of amazing CSMs focused on partnership and collaboration with customer teams- Managed a team of 6 CSMs and 1 Support Manager- Oversaw the consolidation and digital transformation of our CS-focused tools to improve operational efficiency while reducing departmental tech spend by approx. $25k per year.- Spearheading the project to develop our second Customer Journey and Customer Health Score, with playbooks for multi health scenarios at any stage support by automated process in our various tools like Salesforce, Catalyst, Hubspot and Mixpanel.- oversaw the creation of all customer-facing technical and educational documentation, including a refresh process that ensured refreshed information several times a year as well as a full reboot post-rebranding.- oversaw the creation of our Onboarding and Enablement team then aided in their development of a bespoke post-sale onboarding experience aimed at ensuring full adoption and utilization of new customers

Our mission at Fetcher is to make it faster and less expensive for organizations to find the right person, for the right job, at the right time.We believe the best people are not actively looking for work, but are usually open to exploring new opportunities. The problem is that searching for and connecting with them on LinkedIn, GitHub and Twitter takes a lot of time.Fetcher uses AI and human expertise to surface qualified candidates on all professional networks, find their best point of contact, and compose personalized emails ready for you to send. Our clients (from startups to the Fortune 500) are saving dozens of hours and thousands of dollars it usually takes to hire

Fetcher is a full-service recruiting automation platform that uses AI to help companies find and engage with top talent anywhere in the world.• Received a 95% CSAT for 2019• Partnered with Renewals team to create pricing proposals during contract renewals for portfolio representing $800K ARR• Led onboarding, training, and product implementation for all emerging clients as well as multiple high-touch SMB and Enterprise accounts• Developed content for client education including videos and 30% of available HelpDocs articles.• Created and oversaw internal company programming including new employee onboarding, social and educational events onboarding

Zola is an online wedding registry, wedding planner, and retailer.• Team achieved a 97% CSAT rating (2017-2018)• Advised couples and their families on the wedding experience, including creating a wedding website and registry, creating guest email campaigns, and miscellaneous email and phone support on all features of the Zola Registry and Zola Weddings product• Guided in-person tours of our onsite Townhouse, helping couples settle on products and themes for their registry• Contributed to development of new training materials to improve the CS team onboarding process

Worked at a few companies including White House Black Market, Bath and Body Works and Ross Stores. Assisted customers on daily basis, met weekly and monthly sales goals and helped with the daily operations of the store. Also assisted Buyers and Assistant Buyers for DD's Discounts division with daily reporting and operation of merchandising systems.