Catelyn Day
Atlanta,GA
Summary
Results-driven Customer Success Professional with a proven track record of cultivating strong customer relationships and driving customer satisfaction. Dedicated to understanding the unique needs of customers while offering tailored solutions to drive continual product usage, renewal, and expansion. Skilled at collaborating cross-functionally with teams to achieve goals, while also building and fostering a team of other Customer Success professionals. Seeking to utilize my unique background in school counseling and my current experience to further drive growth and customer satisfaction in a fast-paced environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Success Manager, Team Lead
Kloud-12
01.2023 - Current
- Oversee the daily operations of the Customer Success Team, optimizing customer onboarding, support services, issue resolution, and promoting account growth.
- Maintain ownership and management of 25 of our largest and most strategic accounts, ensuring successful onboarding and adoptions, while collaborating with stakeholders to develop success plans that drive high retention and expansion rates.
- Successfully nurtured 15 customers from initial pilot implementations to full-district deployments by collaborating with key stakeholders to define success criteria and advocating cross-functionally for the customer's needs.
- Effectively recruited and onboarded a group of new Customer Success Specialists, cultivating a collaborative and high-performance team culture.
- Strategically developed and expanded customer journeys within a CRM system to enhance customer outcomes, foster opportunities for account expansion, and reduce churn.
- Collaborate with leadership team to define clear objectives and key performance metrics for both the Customer Success Team and our customers.
- Act as the voice of the customer within the organization, providing valuable feedback to the product and development teams to drive continuous product improvements.
Customer Success Specialist
Kloud-12
06.2022 - 12.2022
- Ensured successful implementation, onboarding, and adoption for customers, resulting in increased customer satisfaction and retention
- Tracked and analyzed key performance indicators for customers to identify opportunities for growth and proactively reduce churn.
- Engaged with customer to understand their unique goals and challenges, offering tailored solutions to drive product adoption and success.
- Conduct onboarding sessions with new customers to ensure they understand the product and its features.
- Respond to customer inquiries and support tickets in a timely and professional manner
- Maintain accurate and up-to-date customer records and account information in CRM system.
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
School Counselor, Department Lead
Cobb Online Learning Academy (Cobb County School District)
07.2021 - 06.2022
- Pioneered the Counseling Department in a new-concept, fully virtual school, establishing data-driven intervention and prevention programs
- Championed the well-being, mental health, and college and career planning of students by spearheading comprehensive counseling initiatives, providing individualized support, and implementing proactive strategies to address student needs
- Collaborated with stakeholders at school and district level to develop counseling framework and essential functions for a new-form virtual school
- Managed activities and duties across team of 3 counselors and additional counseling staff
- Led and developed a compliant Section 504 Program for students with a variety of diagnoses
School Counselor
Kell High School (Cobb County School District)
08.2018 - 07.2021
- Provided individual counseling, small-group counseling, and classroom guidance in domains of academic, college and career, and social/emotional for caseload of 500+ students
- Maintained confidential and comprehensive student records within a secure system
- Certified graduation credits for 150+ seniors, leading to a 100% graduation rate of eligible students
- Increased student access to resources by coordinating various Senior Application and Financial Aid Events
- Conceived and executed the Closing the Gap project, focusing on students at risk of not graduating, guiding them in
discerning college and career objectives, and utilizing these objectives to recalibrate their high school trajectory
Education
Specialist of Education in School Counseling -
Georgia State University
12.2019
Master of Education in School Counseling -
Georgia State University
05.2018
Bachelor of Science, Psychology -
The University of Georgia - Athens, GA
05.2016
Skills
- Customer Account Management
- Customer Relationship Building
- CRM Software
- Proficient in Google Suite
- Customer Advocacy
- Revenue Growth
- Key accounts development
- Customer Retention
- Stakeholder Management
- Strategic communications
Certification
Applied Suicide Intervention Skills Training (ASIST), 03/01/17, Completed a 14-hours Applied Suicide Intervention Skills Training (ASIST) emphasizing the ASIST model in working with individuals experiencing suicidal ideations
Presentations
Georgia School Counselor Association Conference, 11/01/19, Data Builds Bridges! Connecting Counselors and Administrators to Better Serve our Students
Timeline
Customer Success Manager, Team Lead
Kloud-12
01.2023 - Current
Customer Success Specialist
Kloud-12
06.2022 - 12.2022
School Counselor, Department Lead
Cobb Online Learning Academy (Cobb County School District)
07.2021 - 06.2022
School Counselor
Kell High School (Cobb County School District)
08.2018 - 07.2021
Specialist of Education in School Counseling -
Georgia State University
Master of Education in School Counseling -
Georgia State University
Bachelor of Science, Psychology -
The University of Georgia - Athens, GA
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