Hi, I’m
Alexandra Flanagan
Customer Success Manager
Westminster,CO
Summary
Reliable and competitive Customer Success Manager with 8 years of experience in customer success, product, and implementation consulting. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Excellent verbal and written communicator with a strong background in cultivating positive relationships and consistently exceeding goals.
Overview
8
years of professional experience
1
Certification
Accolades
- "Ali has hit the ground running on the allocation team while covering for a team members maternity leave. In just a few short weeks she is already running the business on her own and actively engaging with her x-functional partners as she elevates the Jordan business. Ali asks questions with intent and purpose which has aggressively accelerated her learning curve." - Nike Jordan Brand Allocation Manager
- "I'd like to acknowledge the Customer Success for Data Products team for creating such a palpable team spirit. They consistently self- organize, support one another and hold each other accountable to help their customers and achieve their goals. Thank you for the dedication to build a team that prides itself on commitment to each other, communication and collaboration. " - Cross Functional Technical Product Manager
- "I want to send an overdue thank you to Ali for her partnership on the reporting remediation work and support with stakeholder outreach and engagement. Her work with the Nike North America reporting team was critical to understanding the business need and finding true north star solutions." - Customer
Work History
Nike Inc
Lead Customer Success Manager
06.2022 - 04.2024
Job overview
- Process Development: Spearheaded and successfully launched a customer success strategy for Nike's Global Technology Organization, increasing customer satisfaction scores by 20% and reducing onboarding time for critical data product markets by 35%
- Communication Skills: Developed and executed structured data product office hours and Campaign Monitor emails, effectively communicating product changes and capturing customer feedback across over 50 teams globally and building strong relationships
- Data Analysis: Created Tableau dashboards to visualize data product usage
- Collaborated closely with technical product managers, engineers, and analytical teams, resulting in $1M in savings by driving the adoption of high-value 'North Star' data products and divesting low-usage products
Nike Inc
Senior Allocation Planner (Stretch Assignment)
10.2023 - 03.2024
Job overview
- Business Operations: Strategically planned $58 million in revenue across Jordan Men's Footwear styles/colors by engaging with merchandising, assortment planners, and store managers to ensure optimal product purchasing and accurate distribution
- Strategic Analysis: Minimized returns and markdowns by reviewing and adjusting sell-through rates in real-time, reducing end-of-season stock by 15%
Therapy Brands
Product Owner/ Product Research Analyst
04.2021 - 06.2022
Job overview
- Product Strategy: Managed an Applied Behavioral Health Analysis Billing services platform and integrated data collection software, achieving a 98% On-Time Delivery Rate (OTDR) for product implementations
- Customer Management: Conducted regular meetings with key stakeholders and customers to gather feedback, identify pain points, and prioritize product enhancements, leading to a 25% increase in customer satisfaction
- Upselling: Collaborated closely with the customer success manager and sales team to manage customer upsells, driving revenue growth through strategic customer engagement and solution offerings
Lifepoint Corp.
Systems Analyst
08.2019 - 04.2021
Job overview
- Strategic Planning: Led change management initiatives, conducted comprehensive documentation efforts, and devised process improvement strategies for Enterprise hospitals, resulting in a 20% increase in operational efficiency
Cerner Corp
Senior Associate Implementation Consultant
05.2016 - 08.2019
Job overview
- Process Improvement: Consulted with large Enterprise clients simultaneously assessing previous system baseline capabilities to understand current workflows and opportunities for process improvements resulting in a notable 50% decrease in clinical errors
- Client Support: Presented solution demos to secure end-user buy-in and identify upselling opportunities and developed comprehensive training materials to ensure customer success post-conversion
Education
Indiana University, Bloomington
Bachelor of Science (B.S.) - Informatics
05.2016
Skills
- Data Driven Decision Making
- Planning and Prioritization
- Problem Resolution
- Stakeholder Management
- Cross-functional Collaboration
- Pipeline Development
- Strategic communications
- Training and mentoring
- Customer Relationship Building
Certification
- Professional Certification in Marketing Analytics
- ICAgile Certified Professional (ICP) Certificate
Technicaltools
- Pendo
- Salesforce
- Zendesk
- Jira
- Snowflake
- Confluence
- ServiceNow
- Excel/Numbers/Sheets
- Tableau
- SAP Products
- SQL
- Aha!
- Lights On Network
- Azure DevOps
- ERP systems