Ashley Brough
Summary
Results-oriented Client Success Manager with a proven track record of driving client satisfaction, retention, and revenue growth. Skilled in developing and implementing client engagement strategies, analyzing data to identify trends, and resolving client issues to improve overall satisfaction scores. Adept at building strong relationships, delivering impactful presentations, and implementing innovative initiatives to increase client engagement and loyalty. Work history prior to 2018 available upon request or can be viewed on my LinkedIn: https://www.linkedin.com/in/ashley-brough-0b281685/
Overview
10
10
years of professional experience
Work History
Senior Customer Success Manager
Instructure
01.2019 - Current
- Build and maintain strong relationships with assigned strategic level clients, which includes managing on-boarding, implementation, ensuring retention, and high levels of customer satisfactions throughout the customer journey
- Proactively identify opportunities to improve the client experience and increase retention rates
- Respond to client inquiries and concerns in a timely and effective manner, addressing any issues that may arise
- Act as the "voice of the customer" internally to drive the customer experience
- Provide clients with guidance and support, helping them to navigate our products and services
- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
- Monitor and analyze client usage data, sharing insights and recommendations with internal teams as needed
- Collaborate with cross-functional teams to ensure client needs are met and exceed expectations
- Establish a trusted and strategic advisor relationship to help drive continued value of our services
- Develops and enhances strategic business partnerships by fully engaging and building trust with the clients' key decision makers to drive client retention
- Highlights: Implementation/Onboarding Subject Matter Expert, Product Releases/Updates Subject Matter Expert, Statewide Client Relationship Subject Matter Expert
Technical Talent Scout
Adobe
09.2018 - 01.2019
- Identified, prospected and presented a short-list of exceptional candidates to respective Talent Partners.
- Concurrently scouted on 10+ critical searches at one time at various phases of the recruiting cycle.
- Made recommendations to Recruiting Partners & Hiring Managers about competitive landscape supported with your respective research and market data.
- Marketed and advertised critical roles on external sites, blogs, user groups & social networks.
- Positioning Adobe as an employer of choice compared to our competition.
Recruiter
Intermountain Health
08.2015 - 05.2018
- Trained all new hiring managers monthly on recruitment functions via New Leader Orientation
- Setup and organized job postings for open positions while partnering with hiring managers and HR Business Partners to implement succession plans
- Collaborated with hiring managers and HR Business Partners in identifying staffing needs and open positions
- Effectively screened candidates by resumes, pre-hire assessment test results, and applications to find the best qualified candidates
- Negotiated pay-rate and managed pre-employment processes once employment was offered
- Attended and presented at career fairs to help promote open positions within Intermountain Healthcare
- Developed relationships with community leaders and school programs to find talent for future opportunities
- Highlights: Member of the Central Region Nurse Manager Council for 2016-2018
- Represented recruitment for 7 of Intermountain Healthcare's largest hospitals presenting data/analytics from the recruitment team
- Recruited for the Administrative Fellowship for the 2018 year with Intermountain's Senior Vice President of Community Health
- Member of the Recruitment Engagement committee
- Helped plan and execute activities to promote engagement and inclusion with the recruitment team.
Technical Recruiter/Account Manager
Aerotek
01.2014 - 08.2015
- Account Manager: Provided Human Capital/Workforce Solutions through Aerotek Engineering and placed employees in over 8 unique companies and broke into 4 new accounts
- Responsible for business development and developing client relationships
- Negotiated terms of contract and rates with clients
- Managed/trained a team of recruiters to fulfill client requisitions
- Participated on the Diversity & Inclusion board for Salt Lake City/Boise offices
- Planned and executed all office events and trips
- Technical Recruiter: Developed recruiting strategies to identify qualified candidates as a full-cycle recruiter for engineering, professional services, and scientific skill sets
- Developed relationships with potential contractors, understanding their skills, goals, and interests to place them in ideal job situations
- Negotiated pay-rate and managed pre-employment process with contractors once employment was offered
- Highlights: Impact Player of the year, Northwest Region Engineering Recruiter of the year, Salt Lake City Recruiter of the year, Rookie of the year
Education
Bachelor of Science Business Administration -
Jon M. Huntsman School of Business, Utah State University
Logan, UT04.2014
Timeline
Senior Customer Success Manager
Instructure
01.2019 - Current
Technical Talent Scout
Adobe
09.2018 - 01.2019
Recruiter
Intermountain Health
08.2015 - 05.2018
Technical Recruiter/Account Manager
Aerotek
01.2014 - 08.2015
Bachelor of Science Business Administration -
Jon M. Huntsman School of Business, Utah State University