Stefanie Wood Email and Phone Number

Customer Success, Domain Health, and Growth of Engaged Customers: Cultivated and maintained accounts of over 80 Enterprise-level partners/$1.5M MRR across the Northeast and East US regions, working closely with personas at various levels to include C-Suite, eHR Admin, IT and Finance.Grew engaged customer relationships leading to increased MRR and close to 100% retention/renewal to date.Monitored the domain health of clients at risk of escalating or churning, uncovered and resolved potential challenges to retain accounts via action plan.Liaised with internal teams (support, accounting, product, sales, marketing, reporting and implementation), acting as the voice of the customer (VoC), ensuring timely responses to feedback and prompt resolution of issues.Conducted a regular cadence of alignment calls with Executive level users to identify and address opportunity areas and celebrate successes.Created tools for Partner Success Team’s use in improving efficiencies when conducting domain wellness checks, renewal preparation as well as creating several informational repositories/documents for reference data.Supported customers in 13 states, in addition to my own territory, when vacancies on the team existed.Trained and acted as a mentor to team members new to the Partner Success Manager role.

Customer Success, Domain Health, and Growth of Engaged Customers: Cultivated and maintained accounts of over 70 active partners/$800K MRR across the East US region, working closely with personas at various levels to include C-Suite, eHR Admin, IT and Finance.Grew engaged customer relationships leading to increased MRR and close to 100% retention/renewal.Monitored the domain health of clients at risk of escalating or churning, uncovered and resolved potential challenges to retain accounts via action plan.Liaised with internal teams (support, accounting, product, sales, marketing, reporting and implementation), acting as the voice of the customer (VoC), ensuring timely responses to feedback and prompt resolution of issues.Conducted a regular cadence of alignment calls with Executive level users to identify and address opportunity areas and celebrate successes.Developed content and facilitated semi-annual state user groups, allowing customers of similar interests and needs to share best practices while learning about upcoming product enhancements and industry updates.Created tools for Partner Success Team’s use in improving efficiencies when conducting domain wellness checks, renewal preparation as well as creating several informational repositories/documents for reference data.Supported customers in 9 states, in addition to my own territory, when vacancies on the team existed.Trained and acted as a mentor to team members newer to the Partner Success Manager role.

Pandemic induced layoff due to the collapse of the hospitality industry

Customer Success, Software as a Service (SaaS), and New Product Implementations: Partnered with clients to drive implementation and adoption of SaaS cloud-based platform, supporting 200 accounts for a startup that doubled its client base in less than 2 years.Client Onboarding and Post-sales Support: Provided client onboarding management during post-sale journey. This included supporting and refining product delivery, implementing best practices, monitoring product usage, and resolving issues. Team Leadership: As senior-most team member, oversaw 3 staff, including 1 direct report. Client Relations, Needs Assessment, and Relationship Building: Served as trusted advisor and subject matter expert for clients, maintaining frequent communication to assess needs, identify product gaps, clarify product features, and build relationships. Cross-functional Coordination, Voice of the Customer, and Issue Resolution Management: Liaised with internal teams (engineering, sales, marketing, and development), acting as voice of the customer (VoC) to ensure timely responses to feedback and prompt resolution of issues.Community Building and Customer Advocacy: Formed communities of users with similar interests/needs, allowing them to work together to discover best applications and become advocates.Playbook and Work Standardization: Created client success playbook that established internal onboarding and support processes, improving workflow efficiency by 50%.Webinar Development and Lead Generation: Developed content for and delivered webinars, training clients on features and identifying opportunities for product expansion. Led to several new leads within an association representing 4,500+ owners.Customer Engagement, Retention Strategies, and Account Expansion: Cultivated and maintained client relationships that resulted in 95% retention/renewal rates, 5% churn, account expansion, and increased annual recurring revenue (ARR).

Revenue & Profit Growth, Exceed Sales Goals, and Customer Loyalty: Developed and implemented sales, inventory control, and pricing strategies that led to customer loyalty, repeat business, and referrals. Met or exceeded revenue goals while managing $20M–$30M budgets.Cross-functional Communication and Goal Seek: Communicated budgets, forecasts, and strategies to members of property, corporate, and ownership teams to drive progress toward long- and short-term revenue goals.Team Leadership and Mentoring: Created, defined, and oversaw the role of revenue manager, directing and mentoring 2 employees.Relationship Development and Market Intelligence: Cultivated relationships with internal marketing team, online travel agent market managers, and industry counterparts to gain market intelligence and increase property exposure.Market Data, Data Analysis, and Growth Strategies: Analyzed market data and real-time results to guide rate, restriction, and growth strategies.IT Project & Program Management: Managed projects to implement 2 large-scale IT applications. Coordinated with cross-functional teams to track milestones, launch products, resolve issues, and arrange end-user training.System Implementations and Delivery Performance: Established best practices that facilitated on-time and within budget implementation of both systems across multiple properties.

Distribution Channel Management: Developed and carried out channel distribution strategies that drove customer loyalty, repeat business, and referrals.Communication and Change Management: Communicated strategy changes, forecasts, and budget updates to internal and external stakeholders, such as the director of finance, director of operations, regional directors, and general managers.Training & Development: Oversaw management and training of xx group coordinators, building team capability and capacity.Large Scale System Integration, Data Conversion, and Rebranding: As part of brand conversion team (from Hilton to Starwood), led projects to convert large revenue management systems. This included managing workflow and assignments, planning and scheduling corporate training, and monitoring data conversion to ensure completion by required date.