Tara Richardson Email & Phone Number

→ Highly intuitive and knowledgeable in understanding client objectives and being able to translate that into how they will be able to utilize our platform to get the highest ROI→ Proactively and using my creativity and perseverance to precept and obstacles that the client may have to hopefully alleviate any issues or concerns down the road. → Throughout my Onboarding, I took extra initiative to go above and beyond to assure I had a comprehensive understanding in the product, and how I can utilize my knowledge to proactively develop a meaningful and long term relationship with my clients through my tenacious passion in helping achieve goals/objectives, being empathetic and having a sense of urgency with full capability in understanding their needs as they know I am their trusted advisor.→ Maintained and facilitated internal discussions on all clients, especially Sales so the client is at the center point of everything assuring the clients expectations are not only met, but are exceeded and they know that they are the #1 priority and can put their undivided trust in me, and our entire team to do whatever it takes to help them realize the goal and full value possible → Leveraged multiple tools/methods such as in-depth forecasting, success strategy planning, frequent and ongoing account health, utilization assessments, creating customized reports alerting specific customer activity, integration, and feature request status updates.→ Served as primary contact for customers, the first point of any escalation to alleviate any issues urgently while conducting root cause analysis and formulating strategies for any save tactics, or re-engaging the client, to re-establish the foundation of trust and rapport.→ As an outside-the-box thinker and my adept ability using my complex problem-solving skills to design industry- and customer-specific solutions that otherwise can drive a customer to rethink their decision on why they chose our platform.

United States

I offered effective consultation to the Private Companies, Leaders in the Tech Industry developing Client-Specific Objectives and Business Strategies to enhance Customer Value through pivotal, proactive measurements and tailored interactions with their customer base to minimize churn. Apart from facilitating the implementation of industry-standard KPIs and metrics, I was integral in introducing automation strategies to enhance productivity and Introducing tools for them to be able to automate processes more efficiently and track the customer's journey with accuracy and foresight. I instituted Strategic Business Marketing and targeted timelines to enhance their customer engagement and decrease the customer's time to value. Besides collaborating with all internal teams to streamline processes across the board, I participated in meetings with customers and discussed any wins, pain points and offered out-of-the-box guidance and solutions to ensure complete satisfaction. I leveraged business strategies and offered insight into internal and external processes, including integrating data-driven tools. I also leveraged business strategies and offered insight into internal and external processes, including integrating data-driven tools. Additionally, I coached and mentored teams on using these tools to improve efficiency and increase the value of the customer's ROI and experience.

Remote

•Enterprise & (Mid Market/SMB), exclusively Enterprise, in addition to saving the company unsurmountable time, efficiency, and productivity championing SMB automation strategies.• Institute and superintend the Implementation/Onboarding of Enterprise clients, providing a strategic and logistical plan for success, regularly reviewing their critical Key Performance Indicators, based on their strategy and objectives, resulting in increasing retention and expansion by 10%• Conducting regular Business Reviews, analyzing the client's account/satisfaction/overall account health & utilization, driven by clients metrics, identifying growth opps, and giving client feedback and overall assistance to enhance and drive their success in their use of the platform.• Administer and nurture invaluable relationships with more than a $5M book of business including nourishing relationships and credo as a tenured CSM maintaining high touch with 50-200 clients based on Size and Revenue.• Continually assessed, documented, and analyzed customer progress toward stated initiatives, resulting in increased retention, adoption, client-realized value, reducing SBM churn by more than 10% in less than 3 quarters of a fiscal year.• Effectuate the coordination/interaction between the client and any internal resources, coordinating and overseeing client lifecycle, partnering frequently with Sales/Marketing to always move the needle on up- sell/Scalability/growth opps, and renewal, to ensure clients growth & satisfaction.• Provide instrumental communication between the client and conferring with teams on updates/releases, or mitigating any foreseen, known project issues/areas of concerns, to mitigate any negative issues/risks.• The first point of any escalation to alleviate any issues urgently, always engaging with client, providing updates, and root cause analysis, and formulating strategies for any save tactics, or re-engaging the client, to re- establish foundation of trust and rapport.

Remote

Cloud based, Employee Scheduling & Integrated HCM Platform -- Increased expansion 3.5% quarter over quarter, for accounts with 300+ users in the account- 10 month growth of over $63,000+ - Top Performer 6 quarters in a row for account renewal and reactivation-Top Performer 4 quarters in a row with less than 1% total NET MRR CHURN- Engaged regularly with pipeline of over 200 customers, exclusively managing strategic partners & enterprise accounts- Continually assessed, documented, and analyzed customer progress toward stated initiatives, resulting in increased retention, adoption, client-realized value- Facilitated relationships across multiple customer teams, brands, and departments to further strengthen partnerships, including ensuring any account issues were resolved quickly, leveraging resources from across the company as needed- Gathered customer product feedback and communicate with product development to shape product roadmap - Organized, facilitated, lead monthly prospect/client-facing webinars, each with over 500 attendees & excellent NPS feedback

Overland Park, Kansas, United States

Cloud based, (SIS)School Information System & Management (SaaS)--Created Onboarding & Client Success Departments, process and procedure docs, including the flow of communications between internal teams, and externally with clients -Managed a team of 15-20 people including programmers, support, and client services, overseeing execution, delegation, and inter communication with internal teams on deliverables, enhancing clients experience, and clients satisfaction for all incoming, and active client accounts, from inception through adoption, renewal, & growth opps-Developed Onboarding, scoping, training, Customer Success, training process, hand-off procedure, and defining internal KPI’s and segmentation of client base, defined by specific criteria including current book of business, the Client Returning Revenue, company size-Primary point of contact, escalation point, for all incoming clients implementation, consummate understanding of clients initiatives, from inception, implementation, adoption, maturity, and renewal, maintaining high touch, lasting relationships, steadfastly interacting with client, on a regular cadence, advancing clients initiatives-Established liaison between client and internal teams, hyper focused on efficacy, by reducing miscommunication, delays, or unnecessary added time client is awaiting something from internal teams, further preventing clients churn from low health, or dissatisfaction

Remote

- Established and maintained profitable relationships on behalf of the company- Consistently met and exceeded KPI goals for new sales, expansion, ARs (including identification of financial discrepancies), and oversaw team of 10-15, including inbound/outbound call benchmarks - Became an expert on product & services, enabling more efficient interactions with prospects & clients, and quicker new hire onboarding leadership- Responsible for recruiting, and new hire onboarding/training