Stephanie Hernandez Email and Phone Number
Stephanie Hernandez work email
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Stephanie Hernandez personal email
My curiosity for helping people started during my undergrad, which was in Psychology and Sociology, and shortly after graduating I decided to move to the U.S. and took the first job offer I got. Turns out, there was a commonality between what I learned what I did-connecting with people. Since then, I've spent the last decade day in and day out as a dedicated people person and never looked back. My best skill is my ability to build long lasting relationships with the people I cross paths with. Being a trusted advisor is something I don't take lightly and advocating for our customers collective needs internally to drive long lasting outcomes for their organization helps reinforce that trust. What also excites me is finding opportunities within our own team to build and enhance processes and developing strategies that lead our team to achieve our outcomes. It's also important to me to ensure everyone on the team feels empowered and recognized to speak their truth. This creates a safe environment for everyone to do their best work, and contribute their own ideas. If you're like me and all about people too, I'd love to chat.
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Product ManagerDragonboat Aug 2024 - PresentSanta Clara, California, Us
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Lead Enterprise Customer Success ManagerDragonboat Jun 2022 - Aug 2024Santa Clara, California, UsDragonboat helps product leaders and their teams deliver customer delight and drive business outcomes.With Dragonboat, product teams have an integrated platform to connect OKRs with initiatives, plan data-driven roadmaps, automate portfolio reporting and deliver with confidence.As a Lead Enterprise Customer Success Manager, I support our customers post-onboarding and help them achieve their outcomes with Dragonboat throughout their customer lifecycle. This involves Quarterly Business Reviews with CPOs and Executives to provide visibility on impact and ROI regularly. I also put together a unique success plan for each customer based on their goals and help ensure they achieve this. As a result of building relationships with key stakeholders, customers success with Dragonboat goes hand in hand with their growth at Dragonboat, specifically 72% of our accounts in 2023 at an average rate of 40%. As the primary CSM, I work closely with the Head of Success to develop playbooks to support our business. This includes strategies to increase customer advocacy, identify key risks, and develop expansion paths based on the evolution of our product.
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Customer Success ManagerUservoice Feb 2021 - May 2022Raleigh, Nc, UsUserVoice is the leading Product Feedback Management software. Founded in 2008, UserVoice is dedicated to enabling businesses to make data-driven product decisions and prioritize feature requests by making customer feedback more meaningful.During my time at UserVoice, I managed a book of business of about 100 accounts ranging from Mid-Market to Enterprise segments. I was responsible for all areas of the customer journey which included Onboarding, Adoption, Renewals, and Expansion. This gave me an end-to-end view on the customer journey, and guiding the customer to evolve through each part of the journey was crucial to ensure we were having the right discussions at the right time. I was also key in helping build playbooks in Gainsight, and having the largest book of business, it was key to identify trends in the accounts so we could better forecast and predict outcomes. I was also responsible for maintaining a healthy book of business which I regularly exceeded - owning less than 5% red accounts. As our team grew, I also helped formalize their training documentation and processes which ensured CSMs could be onboarded on time with the right support. -
Customer Success ManagerSupplyframe Aug 2020 - Jan 2021Pasadena, Ca, UsI was responsible for supporting one of the few largest Enterprise customers with a completely custom product, which meant needing to align all of our teams on the evolution of this product, and keeping the customer up to date on the development of their solution. I also provided regular product training for users of the platform with the goal of driving adoption across users and increasing customer health scores. Another key part of my role was to keep our internal stakeholders aligned on the progress of our department weekly, via a progress report. I also helped onboard new CSMs on product and process knowledge at Supplyframe. -
Customer Success ManagerProductplan Sep 2018 - Aug 2020Denver, Colorado, UsDuring my time as Customer Success Manager at ProductPlan, I managed the end-to-end customer journey with a book of business of over 60 Enterprise accounts. One of the key parts of my role was to discover expansion opportunities by engaging the the right folks mapped to the account that led to a significant increase in ACV. Managing key customer milestones and being proactive to tackle upcoming renewals was another part of my day. -
Customer Success RepresentativeMisumi Usa Dec 2016 - Jul 2018Schaumburg, Illinois, UsAs a Customer Success Representative, I collaborated cross functionally with procurement, engineering, sales and logistic teams as customer advocate to ensure accurate and on-time delivery of engineering parts. Proposed and implemented process improvements for Customer Service Operations. Experienced in operational tasks, working with procurement to communicate manufacturing delays and cancels to customers. Knowledgeable in custom parts, offering replacements and correcting part errors based on project deadlines and lead time and retained an average TAT of 15 minutes for quotes and orders. -
Customer Success SpecialistAetna, A Cvs Health Company Oct 2015 - May 2016Hartford, Connecticut, UsI joined bswift prior to the acquisition by Aetna. My role as a CS Specialist was to maintain an average of 95% CS score, which was frequently exceeded by supporting them in navigating the system, understanding their benefit options and helping them make the best choices for their families. Due to my track record, I was given more opportunities to suppport our largest clients such as Change Healthcare and Nemours Children Hospital which required additional training in ACA and HIPAA compliancy.
Stephanie Hernandez Skills
Stephanie Hernandez Education Details
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Mcmaster UniversityPsychology -
Mcmaster UniversitySociology
Frequently Asked Questions about Stephanie Hernandez
What company does Stephanie Hernandez work for?
Stephanie Hernandez works for Dragonboat
What is Stephanie Hernandez's role at the current company?
Stephanie Hernandez's current role is Product Manager @ Dragonboat | Responsive PPM Certified.
What is Stephanie Hernandez's email address?
Stephanie Hernandez's email address is st****@****ice.com
What schools did Stephanie Hernandez attend?
Stephanie Hernandez attended Mcmaster University, Mcmaster University.
What are some of Stephanie Hernandez's interests?
Stephanie Hernandez has interest in Social Services, Children, Animal Welfare, Arts And Culture, Health.
What skills is Stephanie Hernandez known for?
Stephanie Hernandez has skills like Sales, Customer Service, Microsoft Office, Microsoft Word, Fashion, Powerpoint, Organization And Prioritization Skills, Microsoft Excel, Teamwork, Highly Dedicated, Priority Management, Product Knowledge.
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