Sarah Etemadi Email & Phone Number

Los Angeles Metropolitan Area

Pasadena, California, United States

• Hire, train and manage a global team of 5 Customer Success Managers and Implementation Specialists.Create and launch a 5 week training curriculum resulting in expedited employee onboarding and increased acceleration.
• Build out customer success templates and resources enabling the CS team to increase productivity and standardize customer management experience.
• Procure and implement a Customer Success CRM (ChurnZero) resulting in scalable and standardized onboarding and management practices.

Pasadena, California, United States

• Hired as Near’s first CS employee. Designed, implemented and applied Customer Success management framework with company’s enterprise customers with the objective to scale the department’s reach to every customer. 100%.
• Designed and launched Voice of the Customer initiatives including CSAT surveys (100% satisfaction), NPS surveys (world class score of 73) and communicated customer/product feedback with product leaders.
• Designed, launched, manage and contribute to the company's knowledge base leading to decrease in support tickets and increased user self-sufficiency.

Hollywood, CA

• Managed customer relationships by serving as the main point of contact during the post-sales cycle. Optimized and scaled customer management by implementing CS journey framework and best practices.

Hollywood, CA

• Negotiated, closed and invoiced 1,200 contracts per year. Delivered an excellent customer experience while maximizing upsell opportunities. Achieved 40% YoY revenue growth.

Hollywood, CA

• Managed critical operational functions. Increased productivity by shortening total procedure time by 30%. Audited and analyzed royalty statements for the executive team. Coordinated catalog transfers and onboarding of.