• Champion Customer Success initiatives: Led strategic initiatives to align solutions with customer business goals, driving long-term value and customer satisfaction.• Architect Success Plans: Develop and execute comprehensive success plans for key accounts, tailored to their specific objectives and growth strategies.• Data-Driven Customer Insights: Leveraging our product analytics to provide data and health metrics to anticipate needs, address challenges, and guide strategic conversations.• Enhancing Customer Advocacy: Building strong, trusted advisor relationships with executive stakeholders, influencing product development and organizational decisions through strategic feedback loops.• Managed Customer Risk: Proactively identified and mitigated risks by monitoring customer health scores, conducting regular check-ins, and implementing early intervention strategies to prevent churn and ensure customer success.• Revenue and Expansion Growth: Strategically manage renewals and expansions by identifying and capitalizing on opportunities for upselling, cross-selling, and account growth.• Strategic Account Planning: Collaborate with cross-functional teams to implement long-term account strategies that align with customers evolving needs and market trends.

•Led Strategic Customer Engagement: Developed and maintained deep relationships with key accounts, aligning Northpass solutions with customer business objectives to drive maximum value and retention.•Customized Success Strategies: Created and implemented tailored success plans for clients, focusing on long-term growth and measurable outcomes.•Drove Product Adoption: Guided customers through the implementation and adoption phases, ensuring they fully leveraged Northpass features to achieve their training and development goals.•Proactive Issue Management: Anticipated and resolved potential challenges by analyzing customer usage data and health metrics, ensuring smooth operations and high satisfaction levels.•Influenced Product Roadmap: Acted as the voice of the customer, gathering feedback and insights to inform Northpass’ product development and enhance the user experience.•Maximized Account Growth: Collaborated with Sales, Product and Engineering teams to identify and execute upsell and cross-sell opportunities, contributing to revenue growth.•Enhanced Customer Training Programs: Designed and delivered customized training sessions and resources, empowering clients to maximize their use of Northpass for employee learning and development.

• Monitor and coach individual performances to drive a high performing team.• Work directly with representatives from other departments (Product, Education, Sales, Quality Assurance) to gain insight on new business developments and product releases.• Work with the Customer Success Management Team to create and maintain departmental content.• Involved in all interviewing and hiring steps for new candidates to join our team.• Responsible for department training and mentoring of new employees.• Create training and shadowing schedule for new talent.• Participate in cross training efforts on all stakeholder functions, to include knowledge transfer of all operational procedures and company offerings.• Created monthly knowledge assessments for team members and coaching feedback.• Presented a webinar on the Customer Success Department for the company wide internal training.• Create and maintain documentation for new hire training in Customer Success.• Report daily and weekly KPI’s to the Customer Success Manager.• Perform weekly 1:1 meetings with each team member.• Most recently created and rolled out new Quality Assurance division within the Customer Success Department. • Created QA SOP, tracking, and weighting forms to be scored.• Perform monthly QA review meetings to provide customer service coaching.

•Managed an average pipeline of 30-35 accounts.• Worked with new and existing businesses throughout their implementation of Meevo.• Worked through troubleshooting when necessary.• Effectively communicated with Customer Success Management on any risks (positive or negative) requiring further engagement with the business.• Attended weekly internal trainings on product releases to maintain knowledge of the software and remain up to date on all new product releases.• Re-created and monitored SharePoint site for the team’s documents and policy forms

• Main point of contact facilitating discussion between the client, architect, and general contractors throughout each project.• Bridged the communication between our internal Sales, Design, Field PM, and end user.• Responsible for preparing budgets, status reports, and project schedules.• Created monthly project forecasting and EOW workload reports.• Coordinated deliveries and oversaw onsite installations with the field PM.• Built relationships with all product vendors to ensure product knowledge and pricing was up to date.• Created RFP’s for projects out to bid.

-Creating and maintaining new and existing customer relationships as well as high level of customer satisfaction.-Directs the company’s internal resources to ensure accounts and projects are handled in the most effective and efficient way.-Responsible for initiating project meetings with sales team. -Conducts presentations, demonstration and tours as needed to ensure thorough orientation to both product and design elements.-Maintains knowledge of current products, concepts, trends and applications relating to products and services in the contract furniture industry.-Reviews proposals and orders for accuracy. Ultimately responsible for order accuracy.-Prepares accurate and timely forecasts, sales plans and reports as directed by Sales Manager.

• ​Managed an average count of 75+ professional salons and spas.• Provided sales consultations and product demonstrations to existing and prospective clients.• Developed extensive knowledge on over 20 different product and service lines.• Coordinated all in-salon client education classes.• Consistently reached/exceeded quarterly sales goals.• Increased my ‘new account’ openings by 25% in my first year.• Expanded personal business line by 53% within the first 8 months• Maintained exceptional client relationships.

• Provided an exceptional experience to over 200 clients daily. • Responsible for booking and changing daily appointments via phone or in person.• Handled monetary transactions.• Developed knowledge of all beauty products and services offered.• Performed Salon opening/closing procedures.• Assisted with coordination of special events.• Provided administrative assistance to managers and coordinators as needed.

-Marketed the Knowledge Drive initiative to 30 plus students at over 15 Universities. -Graduated from Professional Development Program -Marketed Course Hero through Social Media, campus clubs, campus events-Remote internship. Weekly conference calls and goals.

-Created a seasonal working schedule for the lifeguards-Took control of all patron problems -Counted and recorded daily and seasonal transactions-Recorded payroll

-Responsible for safety in the water-CPR/AED and First Aid certified by the American Red Cross-Interacted with children and adults on a daily basis to ensure a safe and enjoyable experience

• Worked with special needs orphans on art projects and outdoor activities.• Worked with a kindergarten class of 25 students teaching English.• Taught English one-on-one to a group of 15 sexually abused teenage girls.