In my role as Senior Director of Onboarding and Customer Success at Upside, I spearheaded strategic planning initiatives aimed at optimizing customer onboarding, fostering adoption, and enhancing education. By translating these strategies into actionable plans, I successfully improved operational efficiency, driving revenue growth, and mitigating churn within New Accounts. Leveraging CRM tools and prioritizing the enhancement of the overall Customer Experience were key components of these achievements.

Here, I lead a team of 10 from senior to associate level staff members to continually improve all aspects of account strategy and planning with a core focus on developing each CSM team member into strategy and planning expert.Responsible for presenting and providing account health updates to the board. Maintaining & growing ARR working with the CS team to identify cross selling opportunities and create stickiness to the product. Additionally, I optimize workflow and streamline operations by planning, developing, and implementing innovative processes and best practices. Working with the heads of all departments to ensure our processes are providing the best value to clients. I also identify and recommend improvements to the platform through data collection and client interactions. Nurture relations with key prospects, clients, and partners with an emphasis on exceeding client expectations.

Here, I drive customer service excellence and ensure retention by managing and optimizing the entire customer journey while ensuring alignment with organizational practices and service standards. I spearhead a team of five from senior to associate level staff members to ensure adequate management and successful attainment of organizational objectives. I also increase staff satisfaction and engagement through motivation and encouragement. I utilize and maintain the full ticketing and materials published knowledgebase system via Zendesk. Additionally, I optimize workflow and streamline operations by planning, developing, and implementing innovative processes and best practices. I also identify and recommend improvements to the platform through data collection and client interactions. I single-handedly manage a book of business, including 38 top-tier accounts, such as P&G, Google, Turbo Tax, BOA, Target, Hershey, Verizon Media, LinkedIn, and Snapchat with a value of $3.7M, supporting over 5,000 users. Cultivate and nurture relations with key prospects, clients, and partners with an emphasis on identifying new opportunities.➥ Received the “Data Leader – 2020” award for implementing enhancements and positive changes to the product by using Salesforce data.➥ Streamlined processes between product, sales, and CF teams to drive efficiencies and effectiveness.➥ Won the “Team Player – 2018” award for collaborating with other teams and defining a streamlined process, successfully converting 5000 users in three days.➥ Recognized for retaining the logo for consecutive three years and exceeding Revenue goal for two years.

Here, I provided supervision for ad operations and strategic partnerships to increase brand and product awareness. I monitored, audited, and assessed the effectiveness of campaigns for case studies as well as pinpointed top conversion points for specific niches in recruitment.➥ Received CEO award in 2012 and 2014 for increasing revenue and streamlining process while controlling and balancing team budgets.

Here, I supervised the ad ops team that implemented all third-party media campaigns. Audited and calculated campaigns for case studies and pinpointed top conversion points for specific niches in recruitment. ➥ Led and facilitated the ad ops team of 10 staff members to ensure the successful execution of all third-party media campaigns.➥ Facilitated an account base of clients, agencies, and pre to post-sales activities as required.➥ Established internal processes, tools, and requirements that enabled ad ops to build effective marketing campaigns.➥ Won Employee of the Year – Yahoo! Hot Jobs 2010 recognition for realizing acquisition plans and increasing revenue during acquisition.