Stephanie Young Email & Phone Number

Bellingham, Wa, Us

I have a dynamic and multifaceted role as the Onboarding Manager for Prestige accounts! My responsibilities span from ensuring a smooth onboarding experience for our largest customers to spearheading training initiatives and creating valuable resources and content. Key responsibilities and projects:User Experience and Campaign Activation: My primary focus is on providing a top-notch onboarding experience for Prestige accounts. This involves guiding them through the process of setting up and activating their campaigns effectively to reward and recognize their teams.Training and Webinars: I lead the creation and execution of large-scale training sessions and webinars. This initiative helps ensure that our Prestige customers are well-equipped to utilize our products/services to their fullest potential.Resource Website Design: I assist with the design and maintenance of a resource website exclusively dedicated to Prestige customers. This platform likely serves as a hub for accessing tools, guides, and other materials essential for their success.Content Creation for Help Center: I help contribute to the Help Center by creating content that addresses common issues and queries faced by Prestige customers. This resource plays a crucial role in providing self-service support and reducing friction in customer interactions.Content Creation of Marketing Assets and Training Videos: I develop marketing assets and customer training videos tailored to Prestige accounts. These materials are instrumental in educating customers about new features, best practices, and other relevant information.Cross-functional Collaboration: I partner closely with Sales and Customer Success teams to align efforts and achieve shared goals for Prestige customers. This collaboration ensures a cohesive approach to addressing customer needs and maximizing their satisfaction.

As the dedicated CSM for our top Fortune 100 customer, I am responsible for managing the entire customer lifecycle, from onboarding to renewal. This includes providing training, support, and adoption assistance to ensure that customers are getting the most out of Snappy's products and services.Managing the customer lifecycle: Onboarding, adoption, retention. This includes providing training, support, and assistance to ensure that customers are getting the most out of Snappy.Driving adoption and engagement: Providing personalized outreach and training, as well as identifying and resolving any issues. Building and maintaining relationships: I maintain strong relationships with customers by being responsive to their needs, providing excellent customer service, and proactive outreach. Collaborating with other teams: I frequently meet with other teams such as Sales, Finance, Support, and Product to identify new business areas of opportunity and share customer feedback with these teams to help improve our products and services.Additional responsibilities include: - Assistance with creation of new marketing materials, and customer-facing videos- Large team trainings (100-300 people)- Track and report on customer metrics- Stay up-to-date on industry trends- Develop and implement customer success strategies- Co-Chair for the Snappy for All ERG- Member of the following ERGS: Snappy Women, Snappy BEN, Snappy Earthlings, Snappy Prism & the Diversity Council

- Manage over 200 dealerships to assist in successfully using AI technology to increase vehicle sales and close service appointments- Provide expertise in utilizing Conversica, best practices, recommendations for increased performance, and assist in providing customer feedback to our internal teams for future consideration- Utilize Salesforce and Gainsight for customer management, including creation of opportunities/quotes, integration changes, account/conversation optimizations, identify at-risk customers and help to reduce churn- Member of the Diversity and Inclusion Board- Assist in various projects, including a Q4 2021/Q1 2022 initiative to audit internal and customer-facing documentation, working to develop company-wide local volunteer opportunities (Q1 2022), Town Hall product development participant, and assisted in the creation of our new Promotional and Career Development Framework template.

- Key contact for new and existing Partner customers- Responsible for training, enabling and coaching Partners- Work in numerous systems such as Salesforce, Gainsight, Trello and more to enter Partner data, goals, success plans, financial records and more.- Update existing Partner program by auditing existing processes, make recommendations on updates, create new content based on feedback from customers/internal workflows.- Work with Business Development/other departments to identify risks and opportunities- Process cancellations, opportunities and renewals- Member of the Diversity and Inclusion Committee

Bellingham, Washington

- Oversee all local and national clients for print, digital and advertorial marketing- Negotiate pricing and contracts for new and existing clients- Work in various systems for inputting sales data, CRM lists, readership surveys and more- Create social media marketing materials, media kits, new specialized guides- Created, hosted (MC'd and catered) various social events including a men's health fundraiser and two Best of Bellingham Award Parties- Worked with Accounting to collect on outstanding payments/payment arrangements with clients

Bellingham, Washington

Client Care Coordinator responsible for exceptional care of client needs, including technical support, billing inquiries, training, and more while following the vision and mission of the Ben Kinney Companies. Proficient in Zendesk, Chargify, Adminium, Google Drive, TalkDesk, and more. - Platform Launch Captain- Oversee 30-40 client accounts from inception to launch- Most senior in-house Support Coordinator (1 year service)- Lead for the Advanced Admin Training Program- Support Lead for Support/Dev team meetings- Process cancellations and refunds with Cancellation team- Handle consumer billing disputes (research and provide all necessary documentation for Accounting Dept.) - Assist clients with chats, phone calls, and ticketing systems on a variety of topics, including billing, technical support and training. - Handled all department customer escalations and was the point person for Management as well as all newer Support employees. - Passion and drive for the company and its values and vision- Brought suggestions and ideas to increase productivity, customer satisfaction, and team strength- Support Lead for Brivity Masterminds, a private Facebook group of over 1,250 clients.

Bellingham, Washington Area

- Managed a large number of accounts ranging from national to small businesses- Increased sales volume- Placed outbound calls and emails to potential clients, negotiated prices and contracts with new and current clients- Built long term lasting relationships with clients, represented the company in outside networking functions- Worked with spreadsheets to input client data- Handled social media pages - Created contests (Quest of the Chickens) and put on a men’s health fundraising event- Worked with team to create an updated website design

Bellingham, Wa

- Administrative Chair for Executive and general Student Council- Chair of the Administration Committee - Prepared all minutes of the Council- Maintained a documented record of all Council minutes- Created a yearbook of all Council activities- Responsible for overall record keeping and filing systems maintenance- Prepared orientation for new Council members- Coordinated revisions of the ASWCC Constitution and By-Laws on a yearly basis and make recommendations for revisions to the Council for a vote

Bellingham, Washington Area

Assisting new students obtain a student ID card, answer phone calls on a multi-line system, interact with other offices on campus, perform tasks as needed by the office advisers, answer student and staff questions, maintain daily office reports, lost and found, and general student life duties.