Abby Yilma
Summary
Customer Success and Implementation Consultant with 10+ years of experience driving post-sales success for enterprise clients. Expertise in relationship management, customer adoption, and retention, with a focus on complex integrations and project delivery. Skilled in advising C-suite executives, aligning business strategy with platform goals, and collaborating cross-functionally with Sales, Support, Engineering, and Product teams to enhance customer satisfaction and drive long-term success. Motivated high school student with a track record of academic excellence looking for part-time work. Intends to develop professional work experience utilizing excellent communication and time management skills. Outgoing student pursuing flexible part-time employment with weekend and evening shift options.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Implementation Consultant III
Greenhouse Software
10.2023 - Current
- Led enterprise customers through the entire post-sales lifecycle, managing complex integration cycles, onboarding, and ongoing relationship-building
- Developed trusted advisor relationships with key customer stakeholders, including C-suite executives, to ensure alignment between business strategy and platform usage
- Worked closely with Account Executives to develop joint success plans, tracking KPIs to ensure customer success and maximize value from the platform
- Collaborated with Sales, Product, Engineering, and Customer Support to resolve escalated issues, track enhancement requests, and implement solutions
- Delivered product training sessions, ensuring customers were equipped to fully utilize platform features and drive adoption across key business units
- Advocated for customer feedback within the organization, driving product improvements and identifying opportunities to enhance customer engagement and retention
Senior Implementation Consultant II
Greenhouse Software
04.2022 - 10.2023
Implementation Consultant III
Oracle
08.2021 - 04.2022
- Managed the post-sales relationship for over 200 enterprise clients, ensuring successful delivery and adoption of labor, reporting, and analytics solutions
- Worked with C-suite executives and department leaders (e.g., HR, Finance) to align business goals with product solutions and drive measurable success
- Conducted regular check-ins and health assessments to identify potential issues and proactively drive adoption and satisfaction
- Collaborated with Account Managers to ensure joint success plans were developed and executed, monitoring key success metrics and ROI
- Acted as the voice of the customer, providing valuable insights and feedback to internal teams to enhance product features and customer experience
- Led internal and external teams to resolve complex issues, driving customer satisfaction and minimizing churn
Implementation Consultant II
Oracle
12.2017 - 07.2021
Implementation Consultant I
Oracle
04.2015 - 12.2017
Implementation Specialist
Micros (Acquired by Oracle)
06.2012 - 04.2015
- Provided technical leadership and customer support to enterprise clients, ensuring seamless onboarding and adoption of enterprise IT solutions
- Built strong, long-term relationships with key client stakeholders, ensuring their needs were met throughout the product lifecycle
- Delivered comprehensive product training to client teams and provided ongoing support, ensuring successful system adoption and minimizing post-installation issues
- Collaborated with internal teams to resolve escalations, track customer requests, and enhance product offerings based on client feedback
- Supported customer success efforts by conducting periodic health checks and providing guidance on maximizing product value
Education
Master’s - Cybersecurity Technology
University of Maryland Global Campus
Adelphi, MDApplied IT Graduate Diploma -
Information Technology Institute
Denver, COBachelor’s - Computer Information Systems, Minor in Business Administration
Strayer University
Washington, DCSkills
- Relationship Building
- Account Retention
- C-Suite Engagement
- Customer Onboarding
- Support
- Planning & Execution
- Product Training
- Risk Mitigation
- Issue Resolution
- Customer Advocacy
- Product Enhancements
- Deep Product Knowledge
- Customer Training
Certification
Project Management Professional (PMP)
Timeline
Senior Implementation Consultant III
Greenhouse Software
10.2023 - Current
Senior Implementation Consultant II
Greenhouse Software
04.2022 - 10.2023
Implementation Consultant III
Oracle
08.2021 - 04.2022
Implementation Consultant II
Oracle
12.2017 - 07.2021
Implementation Consultant I
Oracle
04.2015 - 12.2017
Implementation Specialist
Micros (Acquired by Oracle)
06.2012 - 04.2015
Project Management Professional (PMP)
Master’s - Cybersecurity Technology
University of Maryland Global Campus
Applied IT Graduate Diploma -
Information Technology Institute
Bachelor’s - Computer Information Systems, Minor in Business Administration
Strayer University