Sean L. Email & Phone Number

Somerville, Ma, Us

• Built and implemented DeleteMe's Customer Journey for smb, mid market, enterprise, and public sector clients.• Developed and implemented an onboarding program to maximize time to value and adoption velocity for new customers. • Developed and implemented end to end processes for customer renewals management, churn mitigation, and customer feedback loops.• Developed and implemented a Customer Success Playbook that increased production adoption by 55%.• Built and launched DeleteMe's Customer Advisory Board program.

San Francisco, California, Us

• Customer Onboarding program lead responsible for developing onboarding best practiced to drive product engagement and customer success. • Partner Connection program lead responsible for partner engagement, partner integration implementations, and driving company revenue stream for third party integrations.• Project Management lead for Customer Onboarding, Education, and Payroll Marketplace Connections.• Increased product adoption by 150% for new customers moving through Onboarding.• Project Managed process improvements that exceeded company ARR goals by 50%.

San Francisco, California, Us

• Program Manager for Customer & Partner onboarding experience for a SaaS platform.• Designed and implemented a customer onboarding team in order to drive improvements for company retention and customer satisfaction.• Mentored and developed a high-performing team, which delivers best in class results.

San Francisco, California, Us

San Francisco, California, Us

• Program Manager - Partner Success, Benefits Administration, Partner Implementations and Relationships• Built & launched Partner Success team which helped drive best in class retention rates for a SaaS business.• Built & developed a team with best in class customer satisfaction scores.

San Francisco, California, Us

• Developed and implemented processes for the Product Specialist team's process for case triage.• Collaborated with users and support teams on user stories in order to drive product change.• Closely worked with development teams in order to quickly resolve escalated client issues. • Identification of product gaps and bugs in order to improve overall product experience.• Collaborated with QA & product team on product specs and future product release action items.

San Francisco, California, Us

• Work cross-functionally across Engineering, Sales, Product Management, Support, Account Management, and Implementation teams to collect data points for product improvement. • Develop relationships with partners to move clients through an installation process with health insurance carriers, payroll providers, and other ancillary lines.• Developed and improved relationships and communication between Zenefits and carrier partners in order to solve escalated issues.• Conducted data analysis/root cause analysis in conjunction with Zenefits product team, in order to improve product functionality and performance.

Arlington, Virginia, Us

• Managed a team of business analysts• Oversaw the publication of 5000+ intelligence reports.• Developed training protocols and procedures for HUMINT operations.• Coordinated with partner organizations for joint-agenxy intelligence operations.

Arlington, Virginia, Us

• Coordinated with intelligence agencies (CIA, DIA, FBI) in order to build and implement cross-functional teams• Managed Collection Management training requirements and collaborated with stakeholders to incorporate necessary third-party requirements• Developed & implemented organization-wide training and development programs

Arlington, Virginia, Us

• Improved operational efficiency 200% by developing and implementing a new database infrastructure• Developed and delivered more than 500 executive briefings for long-term strategic business planning• Advised executives and senior staff on key data points for long-term goal setting

Bachelor'S Degree, Psychology

Psychology