Sarah Kloser Email & Phone Number

Portland, Oregon, United States

Portland, Oregon, United States

Portland, Oregon, United States (Remote)

Hanzo is a customer-focused organization that needed to evolve, expand, and enhance the dedicated customer experience. I was tasked with creating and growing a customer success department, which included managing $5M in ARR.• Designed onboarding playbooks to optimize processes for managing our customer implementations and projects.• Partnered with Sales, Account Managers, Engineering, and Professional Services to lead the onboarding and customer support processes in our Compliance and eDiscovery sectors.• Implemented a self-serve customer portal to manage customer incidents & improve product knowledge.• Pioneered employee onboarding documentation to improve knowledge, cross-team communication, and consistency across the organization resulting in shorter onboarding times.

Portland, Oregon

Customer Success is vital to long-term profitability. The goal of the Customer Success team is to drive customer loyalty through ensuring that customers achieve their desired outcomes from using your product or service. The most successful organizations look at the entire customer journey from sales through service delivery.• Created and implemented cross-functional customer onboarding plan from sales through services execution. Decreased implementation time by 50% while increasing customer satisfaction, retention and upsell. Maintained 95% renewal rates through acquisition of Jet Global. Plan was adopted by insightsoftware and rolled out to other product lines. • Pioneered monthly education series to create customer engagement & improve partner channel knowledge. Consistent satisfaction rating of 4.33 out of 5, 400+ registered users, 24% attendance rate spanning 3 years.• Implementation of online, self-service portal for our 1,200+ partners to improve onboarding, readiness, and knowledge within worldwide partner channel.• Maintained 95% renewal rates through acquisition of Jet Global

Portland, Oregon

The goal of the Jet Reports Services team is to ensure our customers have success with Jet Reports including both professional services and support. • Reorganized Services team into two specialized Services and Support departments to improve execution, performance, and engagement.• Created Support team from ground up. Partnered with IT to implement Zendesk. Consistently kept support ticket satisfaction ratings above 95% even with above industry standard quantities of tickets & with faster response times.• Increased revenue stream by implementing a new onboarding program that improved billable resource timeline from 9 to 3 months.• Created utilization tracking system & metrics while improving utilization rate from 50% to 75%.• Created and improved training program increasing revenue stream. Added free online eLearning platform to improve accessibility of information.

Portland, Oregon

The goal of the Jet Reports Services team is to ensure our customers have success with Jet Reports. Worked directly with customers to show them how to leverage the power of our suite of products. Lead customers on the path to success from product installation to analyzing customized reports. Conducted online and in person trainings, designed customized reports, and provided technical support for Jet Reports. Trained new hires to become training superstars.• Technical Support. Software installation & configuration, error message diagnostics, software compatibility, and general questions.• Conducted standardized & customized training online and in classroom settings. • Designed custom reports based on customer specs both remotely or side-by-side with customer.