Sarah Urbanski Email & Phone Number

Buffalo, Ny, Us

Buffalo, New York, United States

Drives the strategic vision and decision-making for the Client Success organization, aligning initiatives with overarching business goalsProvides visionary leadership and mentorship to the Client Success team, encompassing Client Managers, Customer Success Engineers, Solutions Specialists, and Support AssociatesEstablishes subject matter expertise in our products, services, client needs, and the social impact industry, positioning UpMetrics as an indispensable partnerFosters cross-functional collaboration with Outreach, Product, and Marketing teams to craft and execute innovative strategies for client acquisition, retention, and engagementEnsures robust client retention by leading initiatives that secure subscription renewals and proactively addresses barriers to adoption to enhance valueLeverages cutting-edge technology and CRM systems to optimize onboarding, automate client communication, and drive operational efficienciesElevates client services delivery by refining our strategic and managed service offerings and oversees the performance of the distributed services delivery teamRefines and optimizes client success processes, including onboarding, training, support, advocacy, upselling/cross-selling, renewals, and offboarding, to ensure excellence in client outcomesUtilizes data-driven insights to rigorously evaluate the impact of client success strategies and adjust course for maximum effectiveness

Buffalo, New York, United States

Directed the Commercial Business Unit (CBU) across the Americas, supporting full product suite within all business verticalsCollaborated with global partners in LATAM, EMEA, and APJ to ensure consistency across regions related to success offerings, process workflow, and strategic initiativesPartnered closely with Customer Success, Professional Services, Account Management, Sales Management, Renewal Management, Onboarding Services, Support, Resource Management, and Product leaders to ensure a seamless internal and external customer experienceCreated a net-new scaled customer success team that served customers throughout their lifecycle to ensure onboarding, adoption, and renewal/upsell supportStrategically participated and facilitated GTM changes related to success packages, global offerings, and customer support post-onboarding across customer segments to address barriers to adoption and alleviate churnLeveraged data to inform strategic business decisions, disrupt antiquated practices, streamline processes, and evolve the customer experience to be rooted in individualized outcomes at scale Developed innovative campaigns and vertical segmentation to address cohort-based adoption challenges, uncover upsell opportunity, and increase feature adoption Led a high performing CSM team with routed pedagogy in individualized coaching towards customer outcomes and organizational success

Buffalo, New York, United States

Provided strategic direction for customer success initiatives within North America in the identified business verticals across the commercial businessCollaborated with leadership and cross-functional business partners to drive programmatic efforts and improve operational efficiencyDefined organizational and programmatic outcomes focused on customer adoption initiatives at scaleIdentified, tracked, and shared metrics that led to greater insight about the state of adoption and future strategies for successDirected the delivery of high-quality onboarding and adoption engagements for customers within the Education, Not-for-Profit, Healthcare and Life Sciences, Legal, and Real Estate sectorsLed a high performing team through successful employee hiring, onboarding, engagement and retention, continued growth and development, and goal achievementEnsured team’s ability to execute against programmatic strategy while cultivating a customer-first focusManaged utilization and productivity goals and communicated with the broader organization on progressPromoted positive customer experiences and project deliverables that highlighted value achievement throughout the customer lifecycle

Buffalo, New York, United States

Provided strategic direction for customer success activities in the business line, collaborated with peers in partner departments (Product, Development, Marketing, Sales, and Support) to set short and long-term goals and priorities, developed and executed strategies to achieve them, monitored and communicated with the broader organization on progressBuilt a high performing customer success management (CSM) team through successful employee onboarding, engagement and retention, continued growth and development, and goal achievementDirected the delivery of high-quality adoption and professional services for a member base of higher education institutions using assessment products within Academic and Student AffairsDeveloped strong and exciting adoption stories, case studies, references, and testimonialsIdentified strategies for revenue growth in assigned business line, worked collaboratively with the Campus Solutions team to set, and achieve renewal and expansion targetsSolicited, captured, and shared member feedback and worked proactively with Product to provide insight that informed the product roadmapDesigned and delivered a comprehensive customer journey map for members, identified, tracked, and achieved key milestones and metricsCreated organizational and operational processes that were effective, efficient, and led to excellence, implemented and optimized technology systems as neededIdentified, tracked, and shared metrics that led to greater insight about the state of adoption and future strategies for success Engaged directly with members in a high-impact manner through developed and executed member engagement events such as conferences, office visits, and member meetings, as well as through individual interaction with a set of strategic campuses

Buffalo, New York, United States

Proactively managed the success of a portfolio of 75+ assigned member campuses using the business line’s solutions to deliver consistent value across the entire life cycle Set clear goals for product adoption and deployed strategies focused on those goals, developed success plans, and shared key milestones with clientsAdvised customers on best practices for designing, adopting, and enhancing their use of the tools, served as an expert on both the product and the practice area it supportedBuilt and maintained strong and diverse campus relationships by cultivating and continuing elevated levels of engagement and communication through user research and user content designCoordinated and delivered training sessions to build campus capacity, served as a product and strategy expertIdentified, evaluated, and escalated risk within portfolio; executed strategies to mitigate and/or deescalate risk, worked collaboratively with Account Managers to prepare them for renewal conversations Drove campus advocacy in the form of references, testimonials, and story sharing via case studies, webinars, and other forumsResolved customer issues, both independently and through collaboration with other Campus Labs teams, advocated for and escalated customer services issues for resolutionAssisted in driving and identifying potential expansion revenue Developed reports or presentations to demonstrate return on investment (ROI) and success of product adoption with key campus stakeholdersDocumented notes, interactions, and milestones in the customer success platform; performed data-driven reviews and analysis of individual portfolio to prioritize time and demonstrate outcomesAttended corporate and industry events as the company representativeDeveloped and shared best practices with team members to continually improve the quality, effectiveness, and efficiency of processes through project teams and cross-functional collaboration

Buffalo, New York, United States

Developed and managed the public information sector of Buffalo Commons: a dynamic hub of innovative research, engaged learning, and civic activity co-created by Cornell in Buffalo and the Partnership for the Public Good (PPG)Coordinated research and data dissemination, public outreach, and community engagement with educational and community partners throughout Buffalo and Western New YorkGenerated original research on Buffalo’s community revitalization, focused specifically on interactive and publicly accessible formats highlighting civic and economic growth Conducted workshops on technical information skills and substantive issues that affected Buffalo and Western New York to both public and academic audiencesContributed to the construction of learning and leadership networks between Cornell University, higher education partners, and community organizationsAssisted in developing and communicating new policy ideas and policy analysis to the media, policymakers, key stakeholders, and external influencers Authored reports, issued briefs, columns, infographics, and other products to enhance the usability of public knowledge about the regional economy and community of Greater Buffalo

Ithaca, New York Area

Implemented the mission of the Office of Academic Diversity Initiatives throughout the larger Cornell and Ithaca communities working with campus partners to ensure diversity and inclusive education to traditionally underrepresented populationsSupported a community of scholar-leaders through the OADI Student Success Programs for underrepresented students focusing on social justice through scholarship and civic engagementOversaw the hiring, training, supervising, and evaluation of three Graduate Assistants and twenty-two Student Assistants, provided ongoing support and professional development opportunitiesDirected “First in Class” first generation student support initiatives at Cornell University and supervised ten committees for 2,000+ first generation undergraduate and graduate students Coordinated and facilitated university-wide efforts to increase cross-cultural exchange and identity development that deepened participants learning of self, others, and the global community Collaborated with campus and community partners in creating service-learning opportunities, civic engagement, and study abroad programs Developed leadership trainings, workshops, programs, and events for underrepresented undergraduate studentsAdvised students and student organizations to promote students’ academic achievement and professional goals and organizational effectiveness

Ithaca, New York Area

Assisted in promoting Community Development and Social Justice programming to students, faculty, staff, and community partners through sustainable recruitment effortsManaged the On-Track Community Advocate participants and sponsored eventsEstablished holistic identity development workshops for undergraduate, high school, and middle school participants that focused on social justice initiatives related to community development and leadership rolesCounseled eight undergraduate student assistants providing academic and programming supportCentralized communication and promotion of events for youth empowerment programming

Dryden, New York

Participated in Global Initiatives Council advocating for increasing international students’ exposure to internal and external campus enterprises and programsEnsured compliance with state and federal regulations affecting international and study abroad students, responsible party for mandated reporting, trained faculty, and staff on regulations Planned campus wide diversity initiatives, various international program development goals, and improved inter-office communication strategiesAdvised over 1,200 past, current, and future international studentsEstablished current articulation agreements with international partners; created consortium agreements for study abroad programs with SUNY partnersEvaluated transfer evaluation tables and ensured their compliance with program requirements and state regulationsCo-coordinated Study Abroad, ESL Intensive Language Programs, and International Student Programming; supervised and supported student activities throughout the collegeFacilitated international programming that promoted multicultural awareness, diversity, and community building initiativesDeveloped a campus-wide communication strategy for recruitment and retainment for international student successDesigned promotional material, website development, student handbooks, and faculty manuals for study abroad programs; advocated for campus-wide best practice measures

Milwaukee, Wisconsin

Managed a caseload of 150 homeless individuals diagnosed with severe mental health diagnosisAssisted clients in finding housing, mental health, and medical transfers, obtaining legal assistance, benefits and medication management, ADL assistance, AODA services and support, and created social support systemsCompleted initial assessment, referrals, developed treatment plans, provided ongoing case management, service coordination, and generated transitional living arrangements Facilitated SSDI/SSI applications with consumers based on the SOAR modelParticipated in community-based conferences with other social services agencies and county mental health providers

Santa Fe, New Mexico Area

Supervised shelter operations and provided ongoing case management for clientsPromoted individualized service plans for homeless individuals focusing on independent living, community referrals, and championed best practices in substance abuse and mental health support strategiesContributed to national and international community initiatives and programs that addressed concerns related to mental health concerns, substance abuse, homelessness, domestic violence, street youth, LGBTQ rights and activism, reproductive rights, prenatal and postpartum care for marginalized and at-risk women

Mps, International Development

Ba, International Development