Working as a proactive partner in recognizing and managing any account escalation and potential churn riskUnderstanding customer expectations, and business outcomes, developing key performanceindicators (KPIs), and working collaboratively to exceed expectationsCollaborating with CX Ops and Sales Ops to ensure accurate program customizationsOwning agendas for monthly calls, and record cadence via the CRM systems (HubSpot, Vitally, andSalesforce)Collaborated closely with Sales and Product departments to ensure seamless program integrationand successful coaching engagements.Designed and delivered live/virtual customized educational sessions, enhancing client interest andunderstanding of the value of Sayge’s offerings.I implemented strategic plans to reduce churn and boost customer retention, achieving notableimprovements in client loyalty through proactive outreach and account health reviews.Facilitated bi-weekly live Q&A sessions, addressing client feedback and questions, and optimizingthe coaching experience.Created and provided clients with timely communication plans for upcoming coaching programs.Managed internal projects, including building up our client database into our CRM, and migratingdata for organized processes to enhance internal productivity.

Managed a diverse portfolio of 120 small, mid-market, and enterprise accounts, generating over$950K in Monthly Recurring Revenue (MRR).Conducted monthly account health calls with the fleet manager to ensure initiatives are on track.Expert in Whip Around app knowledge and actively collected client feedback to drive continuousimprovement and client satisfaction.Closely monitored and analyzed client product usage to develop strategic insights and updates to align with stakeholder initiatives.Proactively identified at-risk accounts and negotiated solutions to mitigate churn, ensuring theretention of key revenue streams.

Expert in technical support through Chat, Email and live phone callsConsistently exceeded support metrics by managing an average of 14 web and 24 chat tickets daily,delivering exceptional service.Provided expert guidance to a wide range of professionals and organizations, enhancing their understanding of HubSpot products and features.Facilitated collaboration across internal teams, including Customer Success Managers, ProductManagers, and Engineering, to achieve unified technical goals.Led weekly Support Team Office hours, fostering team development and knowledge sharing with new and seasoned Hubspotters

Analyzed client feedback and operational data to identify emerging trends, driving improvements inthe overall client experience.Delivered comprehensive executive summaries and status reports, ensuring clear communication ofaccount progress, issues, and resolutions to both clients and management.Developed and implemented tailored success plans for clients, defining key performance indicators(KPIs), success factors, potential risks, and actionable recommendations.Proactively assessed potential risks and challenges, providing timely escalation management anddriving resolution efforts to mitigate customer impact.Enhanced product clarity and usability by developing and refining Frequently Asked Questions(FAQs) and recommending product feature improvements.

Tested and maintained the efficiency of new softwareCommunicated with customers on the status of bug fixes and issuesUtilized SQL functions and actionsConducted imports and exports of requested data

Multitasking, working in a fast-paced environment while maintaining luxury selling experienceMastering brand products and their origins Engaging with long-term and new clients to build lasting customer relationships Mastered repair procedures