Anna Trumbo
Los Angeles,CA
Summary
Diligent Head of Customer Success with extensive experience leading customer success teams. Proven track record of enhancing client relationships and driving customer satisfaction through strategic initiatives. Demonstrated expertise in implementing customer-focused solutions and fostering collaborative environments, working closely with sales, partnerships, product, and design teams.
Overview
13
13
years of professional experience
Work History
Head of Customer Success
DigitBridge
05.2023 - Current
- Championed a customer-centric approach within the organization, driving culture shifts towards prioritizing client needs above all else.
- Enhanced overall customer experience through consistent communication, feedback analysis, and process improvements.
- Fostered a culture of continuous learning within the Customer Success team by promoting professional development opportunities regularly.
- Single-handedly conceived of, designed, built, launched, and maintained a platform Knowledge Base with over 300 articles and guides.
- Launched and maintained a Support Portal with a ticketing system for current clients to report platform issues.
- Designed and implemented a comprehensive onboarding strategy and system of processes, iterating frequently as the company grows, new products are added, and customer needs change.
- Worked in close collaboration with the Product and Design teams, having direct input on significant updates to various platform features with an eye toward enhanced user experience.
- Maintained 100% retention rate for a year and a half.
SDR, Sr. SDR, SDR Manager, Payroll Account Executive, Manager of Operations/Payroll Operations
Bambee HR
06.2020 - 02.2023
- Promoted after 10 months to SDR lead and then quickly took over the team entirely, leading to 4 consecutive months of each individual contributor meeting or exceeding their quota (as well as exceeding team quotas)
- Created the role of Payroll AE to sell a new product in Bambee's wheelhouse, regularly exceeding 140% of quota - growing the number of beta users 10x
- Promoted to Operations Manager quickly after creating and replicating SOP for the new Payroll Sales Team
- Took over Payroll Operations and oversaw growth from $500k processed to >$120M processed
- Led a team of 10 in onboarding, implementing, and supporting over 600 payroll clients, building SOP for each role, tracking each change and pivoting if and when adjustments were needed
Tech Fellow
Flockjay
03.2020 - 05.2020
- Selected in the top 5% of all applicants for competitive 1:1 coaching in tech sales training program
- 200+ hours of lead qualification, outbound prospecting, customer research, & industry mapping
- Mastered techniques in multi-channel outreach, leaving effective voicemails, crafting persuasive email cadences, objection handling, time management, discovery calls, & BANT
General Manager (GM)
Same Same Thai
04.2016 - 06.2020
- Executing up to 5 marketing events quarterly through outreach with strategic PR & product partners
- Achieving target goals set by ownership by maintaining beverage cost margins at < 20%
- Maximizing sales by cultivating & maintaining important customer relationships & educating staff on product
- Overseeing operations from opening date, developing unique standard operating procedures (SOPs), & supervising/onboarding a staff of approximately 15 to streamline operations & collaboratively generate a company culture
Bartender, Assistant General Manager (AGM), GM, Operations Manager
The Goat Group
12.2014 - 04.2016
- Centralized operations and ordering processes of 8+ venues & managed a budget of approximately $20,000/week
- Coordinated & hosted 20+ spirit trainings with distillery partners & industry professionals to educate staff & drive revenue
- Designed 3 unique cocktail menus to distinguish each venue with drink specials resulting in increased customer engagement
- Ran Instagram & Facebook social media marketing & outreach to generate interest & awareness
Server, AGM, GM
DiSisto Restaurant Group
04.2014 - 10.2014
- Created a positive, shared work environment as AGM collaborating with ownership, management, & front/back of house to improve teamwork & efficiency
- Promoted after 3 months to the role of GM: managed a staff of 20+, daily operations, & 10+ vendor relationships
- Oversaw 2 venue openings (managing budgets, collaborating on design, setting SOPs) with a role in defining a unique, strong brand for each
Creative Developer/Executive Assistant
Wonderful Films
12.2011 - 10.2012
- Researched & cold-called high-profile talent & their agencies in order to prospect & fill creative roles (writers, directors, composers, actors, etc.) for 25+ projects
- Utilized high level of rapport in order to mitigate conflict with multiple complex personalities & handled sensitive information requiring NDA compliance
- Read an average of 5-10 scripts and 1 book per week, providing thoughtful coverage, & evaluating each for worthwhile pursuits
Education
B.A. - Psychology
ARIZONA STATE UNIVERSITY
Tempe, AZBERKLEE COLLEGE OF MUSIC
Boston, MAUNIVERSITY OF CALIFORNIA-SANTA BARBARA
Santa Barbara, CASkills
- Microsoft Office/Teams
- Google Suite
- Zoom
- Slack
- Salesforce
- Salesloft
- Outreach
- Jira
Additional Jobs
- Beer Belly, Los Angeles, CA, Hostess, Server, 01/01/13, 04/30/14
- Relevant Theatricals, Los Angeles, CA, Executive Assistant, 12/01/20, 12/31/11
- Kraft-Engel Management, Los Angeles, CA, Receptionist, Media Coordinator, Executive Assistant, 09/01/08, 12/31/10
- Sandbox Theater Company, Los Angeles/San Bernardino, CA, Co-Founder, Managing Director, Producer, 08/01/05, 12/31/09
Timeline
Head of Customer Success
DigitBridge
05.2023 - Current
SDR, Sr. SDR, SDR Manager, Payroll Account Executive, Manager of Operations/Payroll Operations
Bambee HR
06.2020 - 02.2023
Tech Fellow
Flockjay
03.2020 - 05.2020
General Manager (GM)
Same Same Thai
04.2016 - 06.2020
Bartender, Assistant General Manager (AGM), GM, Operations Manager
The Goat Group
12.2014 - 04.2016
Server, AGM, GM
DiSisto Restaurant Group
04.2014 - 10.2014
Creative Developer/Executive Assistant
Wonderful Films
12.2011 - 10.2012
BERKLEE COLLEGE OF MUSIC
UNIVERSITY OF CALIFORNIA-SANTA BARBARA
B.A. - Psychology
ARIZONA STATE UNIVERSITY