Shannon Genthner Email & Phone Number

Texas, United States

15Five’s strategic performance management platform drives action and impact, helping businesses and their people thrive. Combining generative AI, custom analytics, and human-centered principles, HR leaders can accelerate engagement, performance, and retention via 360° performance reviews, engagement surveys, goal tracking, manager development, and ongoing feedback tools like guided 1-on-1s and Check-ins.As a Digital Retention Manager, I sit in the middle of customers, data, and storytelling. My role impacts all customers, regardless of their size through uncovering data-based roadblocks, running experiments for optimal solutions, and automating processes.Main outcomes include: - Serving as Program Manager for 15Five's Digital Led Engagement Team and projects, experiments, and initiatives - Driving 1:Many customer engagement data-driven programs via automated technologies- Creating meaningful interlocking relationships with 15Five Customer Experience (CX), Go-To-Market (GTM), Revenue Operation and Product teams to enhance the experience for our customers

Implementation managers facilitate deployment of the next generation of continuous performance management and employee engagement software for strategic 15Five customers.Responsibilities:- Lead successful implementations for customers - Act as the primary point of contact and best practices expert, training the customer on how to use 15Five and configuring the platform to reach their goals- Maintain high levels of customer satisfaction while also iterating on and improving the implementation process- Continuously drive and adapt the implementation process to optimize service quality while establishing efficient solutions- Advise on and recommend strategies to best provision and setup integrations with our 15Five platform. - Proactively monitor customer implementations to ensure successful and on time completion of tasks and milestones to reach customer goals

Remote

Customer Support Specialists are product experts responsible for serving as frontline support for 15Five customers. Responsibilities:- Maintain a positive, empathetic, and professional attitude while assisting customers- Develop relationships with key stakeholders to maximize satisfaction and retention levels- Utilize all resources available to troubleshoot customer issues: including sandbox accounts, internal and external documentation, and a deep understanding of the product- Use problem-solving skills and steadfast determination to provide customers with solutions and workarounds that meet their needs- Apply my diverse background and experience to identify areas of opportunity in the Support Team’s processes and provide creative, impactful solutions - Serve as a pillar of support for new team members through providing constructive feedback, hosting shadow sessions and support calls, and answering questions via Slack and Zoom- Act as QA Lead to oversee the Support Team’s QA process including determining metrics of success, analyzing results to find areas of opportunity, creating assignments and documentation, and programming quarterly rubrics Accomplishments:- Became the Support Team’s QA Lead within first two month of employment- Selected to serve on the project planning team for the company’s Customer Health initiative to reduce churn- Appointed role as content owner on the Customer Experience Department’s CX Onboarding project

Boulder, Colorado, United States & Denver, Colorado, United States

Lush is a bath, body, skin and haircare company devoted to creating fresh, ethically-sourced, cruelty-free, vegetarian, handmade, low-waste and effective products.As manager, I brought Lush's leadership practices to life: Be real, Be curious, Lead fearlessly, Adapt and evolve, Grow talent, and Live with purpose.Responsibilities:- Selected by West Coast Regional Manager to serve as manager simultaneously for two of Colorado's highest volume stores - Aligned Colorado market by initiating shop cross-development, collaborating with neighboring managers and teams to create coordinated and relevant goals, resulting in the market achieving top 10 results for company-wide initiatives- Created shop cultures of open communication, candor, growth mindset, equity, and support to optimize staff satisfaction, belonging, and performance, resulting in only one voluntary separation from the business- Created and implemented systems for staff growth and development- Educated staff and customers on Lush's ethics and values- Maintained controllable profit and business operations- Demonstrated strong business acumen and understanding of business metrics- Completed Diversity, Equity, Inclusion, and Belonging (DEIB) trainings to build on skills for equitable hiring and creation of a productive, inclusive, and harmonious workplace environment Accomplishments:- Piloted a virtual consultation process now used by 280+ managers and stores nationwide- to provide customers with expert product consultations during the COVID pandemic- One of first five managers selected to reopen business and lay the groundwork for shop re-opening standards and procedures amidst the global pandemic based on regular demonstration of ability to adapt with flexibility and understanding, rational and analytical decision making, and perseverance- Achieved top-ten company campaign results out of 280 stores

Boulder, Colorado, United States

Responsibilities: - Achieved a 5-star “Candy Shop” and accomplished an average 100% Customer Experience Report by personally providing and leading sales floor team to consistently meet and exceed sales goals through providing above and beyond customer service - Held role as in-store Tech Specialist to troubleshoot and train team on new technology and roll out programs such as: Endless Aisle, Buy-Online-Pickup-In-Store (BOPIS), Customer Profiles, Mobile Point of Sales System (MPOS)- Utilized expert product and brand knowledge and rapport-building skills to effectively determine customer needs and suggest tailored products to create exceptional customer experiences - Drove sales during floor leading segments by utilizing ability to analyze shop floor behaviors and impact results through effective communication, managing priorities, delegating tasks, and following up with team members-Utilized analytical and organizational skills to flawlessly execute Inventory Operations Specialist duties such as: placing product orders, maintaining healthy levels of stock to be in line with Days on Hand (DOH) targets, and aiding in controlling Costs of Goods (COGs) through accurate inventory handling and cycle counts to directly impact inventory operational efficiency Accomplishments: - Promoted from Floor Leader to Manager-In-Training more than one year earlier than company standard due to a willingness to grow through accepting and implementing feedback and an ambition to exceed expectations

Kailua, Hawaii, United States

Responsibilities:- Responsible for managing day-to-day business operations including employee training and development, hiring, employee performance, and stakeholder satisfaction- Created a company-wide employee training program including videos, workbooks, and “how to” guides- Trained front desk staff on the standards and expectations for professional and effective writing and communicating skills to produce formal documents for government purposes, including foreign and domestic military groups of Marine Corps Base Hawaii- Recorded reservations accurately and efficiently- Oversaw and verified front desk staff members’ data entryAccomplishments:- Department created a new leadership role for me that was specifically aligned with my skills and abilities- Collaborated with various roles across the Department of Defense and foreign and domestic military groups to achieve structured accommodations for world's largest annual international maritime warfare exercise: Rim of the Pacific (RIMPAC)