Bria Greenfield
Washington,DC
Summary
Impactful mid-senior customer experience SaaS professional with 10+ years of experience impacting positive business outcomes in client success. Relationship-focused and recognized by peers for keen interpersonal skills and ability to adapt. History of creating tangible results in customer satisfaction by providing a customized experience that promotes retention and growth.
Overview
3
3
years of professional experience
Work History
Implementation Manager
Pay Ready
07.2023 - Current
- Consistently achieving 95% on-time completion rate for implementations, demonstrating strong project management skills and commitment to meeting deadlines
- Collaborating with internal stakeholders to identify and address implementation challenges, resulting in 15% reduction in customer escalations
- Orchestrating and leading impactful executive kick-off calls, fostering clear communication and alignment resulting in streamlined onboarding processes
- Developed comprehensive implementation training materials and SOPs to enhance onboarding processes, ensuring consistency and efficiency across team, ultimately leading to 20% reduction in onboarding time and increased team effectiveness
Customer Success Manager
Greenhouse Software
01.2023 - 05.2023
- Successfully managed portfolio of 30 mid-market accounts, fostering strong relationships and ensuring customer satisfaction through onboarding, product adoption, and advocacy
- Delivered exceptional first-level support to customers through responsive email communication and virtual meetings, ensuring comprehensive product knowledge transfer, resulting in 15% improvement in overall product utilization
- Utilized data analytics to identify trends, anticipate customer needs, and proactively address potential challenges and customer churn
Customer Success Manager
Medrio
02.2022 - 10.2022
- Hired as Customer Success Specialist and promoted within first 90 days
- Proactively advocated for customer needs within organization, ensuring timely delivery of solutions and exceeding customer expectations Instrumental in securing upsell opportunities
- Leveraged analytics tools to analyze customer usage data trends, providing insightful data-driven business reviews to clients
- Proactively advocated for customer needs within organization, ensuring timely delivery of solutions and exceeding customer expectations. Instrumental in securing upsell opportunities, contributing to 25% increase in revenue
Sales Operations Specialist
Bloomberg Industry Group
11.2020 - 02.2022
- Successfully managed portfolio of contracts, reducing turnaround time for contract reviews and negotiations by 30%
- Served as key liaison between sales and accounting teams, ensuring seamless communication and collaboration, resulting in 15% reduction in billing discrepancies and improved financial accuracy
Timeline
Implementation Manager
Pay Ready
07.2023 - Current
Customer Success Manager
Greenhouse Software
01.2023 - 05.2023
Customer Success Manager
Medrio
02.2022 - 10.2022
Sales Operations Specialist
Bloomberg Industry Group
11.2020 - 02.2022
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