Savannah L. Storms Email & Phone Number

•Implemented a system to onboard new customers efficiently. This system reduced time required to get clients fully integrated from an average from weeks to days and improved data quality being utilized which reduced the amount of support inquiries long term•Actively work with new customers to understand needs and review client data to ensure system settings and data were aligned to meet their end goals•Regularly connect with enterprise level clients to ensure that they are using integrations successfully and have the resources needed to continue using the product.•Recommend changes, improvements or deletions in product according to customer feedbackIdentify sales opportunities by assessing customer environment and devising and implementing winning strategies for long term success•Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of actionAchievements:•Successfully implemented an onboarding process that had visibility and accountability. Clients are onboarded within days rather than weeks•Created automations to reduce manual work needed to be done as an onboarding specialist. Tasks, tickets, emails and scheduling has been streamlined to reduce hours of work needed to be done to manage clients allowing Accumula to handle more clients at once•Oversaw the production of a self onboarding tool that allows customers to audit data before the integration is implemented to increase consumer confidence in the product. I was responsible for data audit logic and rules, product tours, and written communication within the tool.•As a result of the data audit tool, customers can now launch the audit tool and rerun it as many times as needed during the onboarding process to address their data concerns in a user friendly interface. This has resulted in the reduction of manual hours required to onboard clients, improving scalability within the Sales and Customer Success department.

Tacoma, Washington

•Onboarded new customers to ensure that they have every resource at their disposal to ensure that they successfully transition from their current point of sale system and ecommerce site over to Lightspeed Retail and eCom•Walked new customers with no prior technical experience through the process of configuring their point of sale system to make it functional as quickly and efficiently as possible•Identified and replicated reported issues, notated steps and found temporary workarounds while the product engineering team found permanent solutions•Reviewed onboarding and webinar procedures to improve workflows where necessaryProvided resources to customers that increase their confidence and ability to use the system independently while also maintaining excellent rapport with the customer for future support inquiries they may have•Attended trade shows and seminars to promote products and learn about industry developmentsProvided technical troubleshooting and problem solving for clients with installed equipment/system issuesAchievements:•Consistently one of the top performers of the Customer Success team, consistent high customer satisfaction rates. 99.8% customer satisfaction throughout my career with Lightspeed RetailRestructured Lightspeed Webinars when satisfaction rates were consistently at a low of 75%. Increased approval scores to 93%