www.womenofcustomersuccess.com

• Player/Coach Role; also acting as Mid-Market + Enterprise CSM • Built short and long term strategies for the CS program, communicated to the board, leading to increased trust and continuity in the results driven month over month.• Manage and coach the customer success team with focus on customer retention and managing customer relations.• Analyze customer data and current company gaps, and act proactively in insights to develop processes to address the needs of the customer • Spearhead the GTM strategy for managed Services

• Exceeded net revenue retention goals by achieving 101-103% NRR month over month• Developed and implemented projects, EOS processes, and systems for a 5 person CS Team - including ongoing success plan development, customer health scores, product upgrades, workshops, QBRs - that led to Customer time-to-value reducing 30%, CSAT increasing  60 to 85%, and the NPS score from 40 to 60 within a year.• Managed a portfolio of 350 SMB to Enterprise accounts, fostering long-term, successful  business relationships with c-suite (CISO, CTO, and CSO) stakeholders. • Responsible for the full customer lifecycle from onboarding to renewals. • Established success criteria and methodologies to aid customers in achieving their security,  compliance, and business goals and maintaining excellence with the company's products, increasing product adoption by 25% in a year. • Transitioned Zendesk technical support portal to Hubspot Service Hub, rewriting and adjusting the technical knowledge base to, resulting in a reduction in tickets and collectively saving  Tier 1 and 2 support hires 150+ hours annually. • Worked cross-functionally with teams - including Sales, Product, Training, and Marketing - to operationalize processes impacting Customer Success, drive client deployments,  impact product development and roll outs, and produce customer facing materials to increase value. • Identified renewal risk in digital touch segments, developed action plans to remediate risk, and created room for upsell opportunities by connecting SaaS platform communication with Hubspot (CRM) to automate data seen and trigger workflows at scale resulting in team renewal rate increasing.

• Achieved 93% CSAT attributed to ability to work within budget, deliver above average results, and communicate effectively. • Analyzed historical sales and cost data, identified areas of opportunity to improve business operations and ultimately achieved a 20% increase in profit in the second year.• Executed events ranging from 50 to 500+ attendees. • Facilitated clear and effective communication with multiple stakeholders, ensuring seamless collaboration and coordination throughout the event planning.• Implemented marketing strategies and deployed a referral program, generating 10% increase in sales.

• Provided comprehensive tech-based academic support through tutoring, teaching, and reinforcing school materials, thereby enhancing student comprehension and retention. • Scheduled and facilitated customized appointments and meetings to meet the unique special needs (high functioning autism) of the student, promoting an inclusive and accessible learning experience.• Devised and implemented creative and effective solutions to complex problems presented by the student, resulting in considerable progress and academic growth.

• Managed scheduling for up to 400 patients weekly, providing personalized care by memorizing names and unique requirements.• Maintained accurate and up-to-date patient charts by updating them daily, ensuring that staff had access to the most current information.• Effectively communicated with doctors, insurance agencies, and other employees to ensure efficient office operations, resulting in increased productivity and improved patient satisfaction.• Proactively identified areas for improvement in office processes and procedures, and suggested and implemented solutions to streamline workflow.

• Provides quality customer service• Resolved complex employee and customer issues with ease• Key holder and cash handler• Trained new employees during onboarding process• Effectively perform multiple tasks in a fast paced environment

• Established the Middlesbrough section of TVYFC work for youth and families in the local community to engage in educational and extracurricular activities• Establishing 150+ annual opportunities - including Refugee English classes, education classes, school clubs, community support groups, and food banks - providing much-needed support to the community. • Recruited and acted as Team Lead to 35+ volunteers year over year to support community activities while maintaining a 85% volunteer retention rate compared to 65% industry standard. • Organized and executed community outreach events to bring people together and promote social cohesion, fostering a sense of community and belonging among youth and families in Middlesbrough.• Collaborated with local schools and community organizations to identify needs and gaps in services, and developed targeted programs to address those needs.

• Trained high school students in leadership skills, encouraging them to become positive role models in their school and community, achieving 35% growth in program participation year over year. • Developed and implemented a comprehensive leader development program, providing ongoing support and mentorship to help leaders grow in their roles and make a positive impact on their peers.