Hi, I’m
Alyson Thompson
Customer Success | Sales | Enablement
Chicago,IL
Summary
Customer Success professional with over 15 years of customer service experience, and 8 years of B2B/B2C sales experience eager to transition into enablement. Experienced in building relationships, problem solving, and tailoring solutions to customer challenges. Using product knowledge to educate and train customers on SaaS products, enabling and empowering users to get maximum value and ROI. Skilled in building rapport, cross-functional collaboration, uncovering and understanding unique customer needs.
Overview
9
years of professional experience
3
years of post-secondary education
Work History
Birdcage and Blushers WeddingsChicago, IL
Owner/Lead Wedding Planner
08.2020 - Current
Job overview
- Conduct initial consultation with clients to discuss wedding details, venue options and other logistics to understand vision and budget.
- Manage the wedding planning and design process, budget, timeline, vendors, and logistics for contracted wedding clients
- Serve as a trusted advisor and advocate for couples, and provide on-site wedding coordination
- Create and design tailor-made wedding plans to maximize client budget, keep client happy and cultivate referrals.
- Create and manage online presence to reach larger audience of clientele.
- Capturing qualified customer leads through effective online marketing and social media
- Designing customized wedding vision boards that bring couples’ wedding concepts to life
- Negotiate prices with suppliers, inspect venues and select vendors to meet couple expectations.
Globality IncPalo Alto, CA
Customer Success Associate
07.2021 - 01.2023
Job overview
- Led onboarding, implementation, training, and adoption efforts for enterprise client accounts
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Fostered customer relationships, advised on best practices, analyzed and reported on performance metrics
- Cross-functionally collaborated with product marketing and category experts to create customized demos to train over 20 high-level client stakeholders and 10+ newly onboarded employees on the Globality platform
- Spearheaded the development of a self-service pilot program for a large enterprise account by creating a framework for eligible projects and designed corresponding training guide content that impacted 3,000+ users, increased user engagement and product adoption
- Facilitated ad-hoc platform education with deep-dive product trainings and demoing product enhancements to continue to drive value
- Collaborated with UX researcher and provided voice of the customer to insights on product changes to improve the user experience
BASE10 Genetics IncChicago, IL
Client Success Specialist
10.2020 - 05.2021
Job overview
- Managed the onboarding and implementation of the Base10'c Covid testing and recovery program at 17 skilled nursing facilities with 2000+ residents and staff in Kentucky and Florida
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Collaborated with product and technical support to assist with the management of and response to client support tickets and calls
- Educated and trained 50+ Medical Directors, Directors of Nursing, and Facility CEOs, on the Covid program testing process for the Covid Tracking and Recovery Program
- Built a client-facing Smartsheet form for facility leadership to submit Covid testing error correction requests that met compliance guidelines, streamlined communication, that reduced the number of test correction requests via email
HiltonChicago, IL
Sr. Catering Sales Manager
03.2019 - 10.2020
Job overview
- Managed catering sales process and event operations at the Embassy Suites by Hilton Chicago
- Sold 20,000 square feet of meeting space and event services to corporate, social, and non-profit client accounts
- Managed sales pipeline, guided potential customers though a tailored buying experience through uncovering needs, value propositioning, and creating customized proposals
- Provided post-sales service managing timeline, service, logistics and teams for all booked hotel events
- Contracted and managed over 25 client accounts, resulting in over $100K in catering revenue
- Created a survey for wedding market segment to capture data around buying behavior and analyzed survey data to prepare for initial customer engagement, and gauge market research insights on what wedding couples are looking for when researching hotels for weddings
- Increased visibility by listing hotel on event booking and marketing websites for unique wedding and corporate meeting spaces, resulting in 10 additional leads per week
- Organized corporate meetings, special events and social occasions to satisfy client requirements and increase facility revenues.
- Utilized hospitality associations, business journals and Internet resources to obtain current industry knowledge.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
HEI Hotels and ResortsChicago, IL
Catering Sales Manager
08.2017 - 03.2019
Job overview
- Managed event sales and operations at the Hotel Chicago, Autograph Collection by Marriott
- Sold 16,000 square feet of meeting space and event services to corporate and social catering groups
- Managed RFP pipeline qualify leads, proposal generation, and contract negotiation
- Consulted weekly with Director of Sales to forecast revenue
- Collaborated with the Culinary and Conference Services team to create food and beverage meeting packages tailored to group meetings of 10 people or less that increased small-group food and beverage revenue
- Partnered with Executive Chef to create an elevated menu-tasting experience for contracted wedding clients
- Performed service and menu upgrades and upselling activities to meet predetermined revenue objectives.
- Participated in planning meetings, site visits and vendor evaluations to enhance quality of client services.
Menin HospitalityChicago, IL
Event Sales Manager
06.2016 - 08.2017
Job overview
- Contracted and serviced meetings for an average of 20, annually, resulting in $125K in revenue and exceeding sales goals by 103%, Promoted in June 2016 to focus solely on event sales and management due to an increased number of events contracted the previous year
- Managed the sales process and event management for all private events for DrumBar
- Revamped the private events program by creating competitive event packages and a curated list of catering partners that provided high-end food service that resulted in over $100K in event revenue annually
- Positioned the DrumBar as host for the Chicago Thursday Therapy networking event for wedding and event professionals that brought exposure and visibility to DrumBar and the hotel
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
Menin HospitalityChicago, IL
Marketing and Event Coordinator
08.2015 - 06.2016
Job overview
- Coordinated marketing and event initiatives for the Raffaello Hotel (now known as Gale Chicago) and the hotel’s rooftop bar DrumBar
- Created and scheduled social media content for both the hotel and rooftop bar
- Provided reports on social media data analytics and event revenue reports
- Increased social media and blog content for both hotel and bar Facebook, Instagram, and websites that resulted in increased online traffic and engagement
- Planned and executed marketing events for notable liquor brands, including Bulleit Bourbon, Belvedere Vodka, and
- Performed event coordination for larger parties and gatherings.
- Trained and supervised volunteers and support staff required for events.
- Developed post-event reports to determine effectiveness of each event.
- Coordinated a styled wedding photoshoot to market weddings at the Raffaello Hotel and DrumBar, which led to increased wedding business
Kenmare Catering /Germania Place IncChicago, IL
Event Sales Manager
12.2013 - 08.2015
Job overview
- Sold off-premise catering services and the Germania Place event space to corporate and social customers
- Created proposals and negotiated sales agreements for catering and event services
- As the company expanded, spearheaded sales engagements for two additional company-managed venues
- Met and exceeded monthly sales quota by between 100-105%
- Cultivated business relationships with corporate and non-profit clients that resulted in repeat event and catering business
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Education
DePaul UniversityChicago, IL
Bachelor of Arts from Psychology
09.2009 - 06.2012
Skills
Salesundefined
Affiliations
Delta Gamma Fraternity
Timeline
Customer Success Associate
Globality Inc
07.2021 - 01.2023
Client Success Specialist
BASE10 Genetics Inc
10.2020 - 05.2021
Owner/Lead Wedding Planner
Birdcage and Blushers Weddings
08.2020 - Current
Sr. Catering Sales Manager
Hilton
03.2019 - 10.2020
Catering Sales Manager
HEI Hotels and Resorts
08.2017 - 03.2019
Event Sales Manager
Menin Hospitality
06.2016 - 08.2017
Marketing and Event Coordinator
Menin Hospitality
08.2015 - 06.2016
Event Sales Manager
Kenmare Catering /Germania Place Inc
12.2013 - 08.2015
DePaul University
Bachelor of Arts from Psychology
09.2009 - 06.2012
Similar Profiles
Juan RinconJuan Rincon
Chef De Partie at Birdcage Dining Room & Garden BarChef De Partie at Birdcage Dining Room & Garden Bar
Oscar Populi UlipOscar Populi Ulip
Head Chef at Birdcage Dining Room And BarHead Chef at Birdcage Dining Room And Bar
Malia RimmerMalia Rimmer
Waitress Trainee at The BirdcageWaitress Trainee at The Birdcage
Londyn MartinLondyn Martin
Event Volunteer at South Shore International College Preparatory High SchoolEvent Volunteer at South Shore International College Preparatory High School
Mariyam KarimMariyam Karim
Cloud Engineer at Grindr LLCCloud Engineer at Grindr LLC