Sarah Burcham Email & Phone Number

Austin, TX, US

Santa Barbara, CA, US

• Co-lead a team of 4 CSMs managing a $25.2M portfolio and directly handle 6 enterprise MSPs generating $6.8M+ in revenue, driving performance in retention, growth, and engagement.
• Build and sustain strong relationships with key customers, overseeing implementation and ongoing product use to ensure value realization and drive retention and growth.
• Conduct executive business reviews, both virtual and onsite, to align on strategic goals, assess value, and identify growth opportunities.
• Mentor team members and act as the escalation point for complex customer issues and inquiries.
• Assess and forecast risk across the portfolio, proactively addressing renewal threats.
• Implement process improvements to enhance team performance, streamline workflows, and align with company goals, collaborating on growth and renewal initiatives.

Santa Barbara, CA, US

• Managed 8 enterprise MSPs generating $7.7M+ in revenue.
• 2023: Awarded President's Club as one of the first CSMs for exceptional performance and significant contributions.
• 2023: Achieved a 104% net retention and 100% multi-product adoption across my customer base.
• 2023: Earned the Global CS Award for ARR Growth with a 36.39% increase in Q1.
• Cultivated trusted advisor relationships with both practitioner-level and C-suite customers to align goals and define success metrics.
• Identified technical and expansion opportunities, collaborating with Sales to create strategic plans.

Santa Barbara, CA, US

Santa Barbara, CA, US

• Developed and managed 20+ accounts generating $3M in revenue.
• Develop Success Plans to set expectations, goals, and business strategy, ensuring alignment and driving value for the customer base.
• Held bi-weekly to monthly meetings with customers to build relationships, drive adoption, and meet objectives.
• Monitored adoption trends and identified expansion opportunities to offer proactive recommendations.
• Partnered with Sales for onsite Executive Business Reviews to showcase ROI and secure renewals.
• Ensured success across customer lifecycle including training, on-boarding, adoption, retention, growth and advocacy.

Santa Barbara, CA, US

Austin, Texas, US

• Managed a 350+ client portfolio to drive campaign performance and client retention.
• Collaborated with Sales to implement solutions and drive account growth.
• Worked with internal teams to troubleshoot issues and improve processes.
• Acted as an escalation point for resolving client and technical issues.
• Mentored new hires and managed team morale.

Austin, Texas, US

• Responsible for managing a dedicated book of business of 120+ clients to ensure expert-level utilization of Indeed's advertising solutions.
• Consult with clients on implementing website improvements, targeted job content and effective applicant tracking systems
• Deliver custom detailed reporting including impressions, clicks, and conversions to measure ROI
• Work cross-functionally with Sales and Product to identify opportunities, drive revenue, and increase customer satisfaction
• Achieve several metrics, including high account performance, client satisfaction, retention and feature adoption

Austin, Texas, US

• Responsible for providing expert support for hundreds of companies every day using our Pay-Per-Click (PPC) advertising model at Indeed, the #1 job site worldwide. We focus on collaboration, the ability to adapt to.
• Maintain a 9.88 tNPS satisfaction score through attentive consultations with clients and sales teams on account activation, job aggregation and campaign management
• Optimize client performance by offering strategic job description recommendations, competitive sponsored job budgets, hiring trends and corporate branding tips
• Demonstrate the value of sponsored campaigns via analytics and performance reports to achieve client understanding of ROI
• Partner with sales to offer knowledge and expertise on performance and review calls between account executives and clients
• Orchestrate trainings on Shared Support operations to educate new sales teams on promoting inter-team collaboration

New York, NY, US

• Responsible for assisting the Success Management team to ensure optimal client service at Sprinklr, the first unified customer experience management platform for the enterprise. We help the world’s largest brands.
• Lead competitive research to identify potential software use-cases tailored to business goals of client in various verticals such as entertainment, food and beverage, ride-sharing and retail
• Collaborated with success managers to deliver key insights and recommendations to client for executive business reviews
• Provide general account support by ensuring excellent platform performance and functionality, creating data-driven reports and assisting in platform configuration to client needs

Austin, Texas, US

• Responsible for providing ongoing support to the Client Success team by assisting in customized solutions for various client accounts at CareerPlug, a software company (ATS) that provides innovative recruiting and HR.
• Strategically manage various client accounts including Planet Fitness, Chick-fil-A, Palm Beach Tan, State Farm, Torchy's Tacos, Wireless Advantage and many more
• Assess health grades of accounts and check-in with clients
• Update client databases, renovate account features and conduct client research
• Assist in customized marketing and promotional initiatives for numerous clients

Austin, TX, US

• The purpose of the Twin Brains Study is to better understand how life events and circumstances contribute to child development. Researchers are interested in how aspects of families, schools, and neighborhoods interact.
• Examine the interplay between genes, hormones and cognitive functioning in a sample of twins
• Administer and score tests of cognition, decision making and executive functioning

Dallas, TX, US

• Responsible for assisting the Global Mobility department in immigration case file management to secure global talent for Santander Consumer USA, a technology-driven, consumer finance company focused on vehicle finance.
• Managed public access files of 50+ employees under H-1B status in preparation for audits
• Researched and pitched options for expansion of repertoire of relocation options to Global Mobility team to capitalize on global talent
• Responsible for gathering evidence for 100+ internal audits and conducting risk event analysis to mitigate compliance risk
• Assisted in the initial upload of immigration documents to INSZoom case-management portal for the purpose of documenting and tracking foreign national employees
• Created SharePoint websites for Global Mobility and Operational Control departments to disseminate relocation information to transferred employees and facilitate daily internal audit operations, respectively

Cedar Rapids, IA, US

• Responsible for calling constituents of The University of Texas, providing institutional updates and stewarding fundraising efforts to support student scholarships, research, and many other needed programs at the.
• Reach out to alumni, parents and friends of The University of Texas
• Raised over $10,000 for the Annual Giving Program
• Share campus news and encourage donations and support

Bachelor Of Arts (B.A.), Psychology

Psychology

High School