Caitlin Strandquist-Rojas
Portland,OR
Summary
Operationally focused and charismatic Customer Success Manager with a focus on communication, collaboration, and process development. Diligent worker and doer, using a background in writing, public speaking, and operational development to build excellent relationships, streamline processes, and develop work streams that drive growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Manager - CS Operations
Brightline
03.2024 - 11.2024
- Successfully managed 13 accounts, nurturing relationships, driving user activation and hitting company targets for 7 months
- Certified Gainsight administrator and CRM guru, serving as Brightline's Gainsight source of knowledge
- Drove several projects forward, including the automation of our client newsletter and several other seasonal campaigns, the build & implementation of client account success plans to ensure client goals were being met, and the standardization of CSM Gainsight utilization
- Developed all internal processes and documentation surrounding Gainsight
- Hosted internal Operational office hours and training on Gainsight on a biweekly basis, often coaching 20+ attendees
- Collaborated cross-functionally with Marketing, Product, Sales, Operations, and Data teams to build effective internal processes
- Operationalized team-wide initiatives to increase efficiency across the team
- Self-directed project manager, able to manage multiple complex projects in a timely manner, ensuring expectations are properly set, and all success criteria are met
- This included report and dashboard building in Gainsight and Tableau for our executive leadership team
Customer Success, Program Manager
Unite Us
11.2022 - 12.2023
- Built a roadmap of one-to-many automated programs that proactively guide accounts through the customer journey, growing the Core Markets book of business from 6 customers to 400+, exceeding annual KPIs
- Built targeted campaigns to effectively drive adoption and expansion across different customer segments, using CRM Tools Salesforce and ChurnZero, with demonstrated success in product adoption
- Led a team of 8 CSMs to drive growth amongst our smaller clients, leveraging automation and scaled processes
- Held 9 customer relationships, securing multiple renewals and upsells, with a total CARR of 600K
- Analyzed segments to gain a deep understanding of customer base and report on trends, including identifying risks and opportunities
- Collaborated cross-functionally with Customer Success, Implementation, Marketing, Product, Sales, Operations, and Data teams
- Operationalized team-wide initiatives to increase efficiency across the team
- Built innovative processes and tools to support effective delivery and trackable programs
- Experimented with new ideas and tracked results through A/B testing
Associate Customer Success Manager
Unite Us
09.2021 - 11.2022
- Owned and managed a large book of business across several markets
- Conducted ad-hoc training & demos on various Unite Us products for end users
- Assisted with customer onboarding and implementations as needed
- Resolved customer/user issues or concerns
- Secured renewals and multiple upsells through product pitches & demos
- Created customer-facing content throughout the customer journey
- Prepared various reports for both internal and external use including quarterly business reviews & joint success plans
- Experimented with new support models, reporting on successes and tracking data
- Collaborated closely with a team of CSMs to create, and meet larger team KPIs & Goals
Sales Service Coordinator
Moda Health
05.2019 - 09.2021
- Responded to both written and oral inquiries from the agents/accounts, researching and problem solving of service issues with appropriate departments
- Performed group enrollment presentations at benefit and wellness fairs
- Conducted quarterly reviews of performance guarantees, gathering information from departments internally, and delivering data externally
- Oversaw analysis and identification of root causes of complex service issues for agents and customers; directed dedicated functional experts (billing, customer service, claims, etc.) on corrective action steps to ensure end to end resolution of the issue
- Coordinated enrollment meetings, designed and developed literature
- Enrollment applications, member guides, Q&A's, and other special marketing materials
- Held service calls for customers to demonstrate program value and troubleshoot product issues
Dental Case Manager
Moda Health
09.2017 - 05.2019
- Dental Case Management focused on Special Needs Cases, DHS Foster Children, Sealant Metrics, and outreach based on co-morbid conditions
- Maintained a current list of OHP (Oregon Medicaid) providers by county
- Maintained comprehensive knowledge of all OHP benefits, limitations, frequencies, and exclusions
- Reviewed all OHP complaints and appeals and triaged accordingly
- Provided comprehensive training for new customer service representatives on a recurring basis
- Provided ongoing training to customer service department as needed
- Closely monitored all OHP provider communications and listings to meeting state regulations
- Primary subject matter expert for DCO/CCO integration
- Account Manager for contracted dental clinics
Education
BA - English Literature
Roosevelt University
Chicago, IL05.2010
Skills
- Communication
- Account Management
- Collaboration
- Process development
- Public speaking
- Operational development
- Relationship building
- Developing work streams
- Driving growth
- Customer Retention
- Strategic communications
Certification
- Licensed Insurance Broker (Health, Property, Casualty), Oregon
- Certified Gainsight Administrator
Timeline
Customer Success Manager - CS Operations
Brightline
03.2024 - 11.2024
Customer Success, Program Manager
Unite Us
11.2022 - 12.2023
Associate Customer Success Manager
Unite Us
09.2021 - 11.2022
Sales Service Coordinator
Moda Health
05.2019 - 09.2021
Dental Case Manager
Moda Health
09.2017 - 05.2019
BA - English Literature
Roosevelt University
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