Summary
Overview
Work History
Education
Skills
Websites
Honors & Awards
Certification
Timeline
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Charissa Carnall

Birmingham,AL

Summary

Results-driven Customer Success Manager with a stellar track record in the SaaS industry, bringing over 14 years of comprehensive marketing expertise. Throughout my career, I have consistently excelled in building and nurturing client relationships, driving customer satisfaction, and maximizing revenue growth. My strategic mindset, coupled with a deep understanding of SaaS solutions, has enabled me to successfully guide clients through complex challenges, resulting in increased retention rates and expansion opportunities.

Overview

12
12
years of professional experience
1
1
Certification

Work History

CUSTOMER SUCCESS MANAGER, Southeast

SPRINKLR
05.2021 - Current
  • Manage a $3.3M book of business in the southeast with a 92% retention rate across the retail, quick serve, finserv and automotive subscription based industries
  • Drove adoption of 1,200 local store managers from 6% to 98% in 9 months at Hibbett, Inc. resulting in improved governance
  • Manage Success Plans for 6 clients helping them to articulate KPIs and how those ladder up to business objectives
  • Draw insights from value realization dashboards to regularly show the value and ROI of Sprinklr
  • Building strong relationships with customers resulting in smoother renewals and touchpoints
  • Advise on social media, customer care and listening best practices drawing from Sprinklr platform knowledge, industry expertise and prior experience
  • Received the Success Manager of the Quarter award for Q3 for all of the Americas
  • Serve as the internal liaison for the customer and advocate for the customer's needs
  • Calculate risk forecast based on adoption and consumption data for each customer prior to renewal conversations

DIRECTOR OF SOCIAL MEDIA

TEACH FOR AMERICA
01.2020 - 01.2021
  • Manage day-to-day social content strategy on Teach For America's national Instagram and Facebook accounts
  • Work with internal partners to develop strategies for reaching our prospect and corps member audiences with social media content that speaks to their wants/needs while driving them to take action
  • Supported community management real-time during D-Nice's Instagram Live party for educators during Teacher Appreciation Week
  • Developed strategies for Black History Month (#TeachingWhileBlack) and LGBTQ+ campaigns, executed campaigns in a timely manner driving engagement around the topic of representation in the classroom primarily for our prospect and corps member audiences.

SOCIAL MEDIA MANAGER

SAMFORD UNIVERSITY
03.2017 - 01.2020
  • Created vision and strategy for Samford's organic social media presence increasing engagement, followers and brand loyalty across brand social channels
  • Identified and implemented Sprinklr as the university-wide enterprise social media management platform, on-boarded 10 users and 60+ social accounts
  • Oversaw the day-to-day operations on Samford's social channels including content creation, content calendar, community management and analytics using Sprinklr
  • As of January 2020, Samford ranked #1 in Alabama for Social Media Engagement according to RivalIQ and Up&Up's 2019 rankings
  • After 12 months in the position, Samford's social media presence was ranked #49 out of 338 NCAA Division 1 institutions for engagement in 2018, rising from #171 in 2017 by RivalIQ and Up&Up
  • Increased Samford's organic followers by 154,000 and organic engagement rate by 100% in 12 months
  • Leveraged analytical data and social best practices to inform digital marketing strategy
  • Developed social media guidelines for the university's primary social media accounts
  • Collaborated with key stakeholders (Admission, Athletics, Alumni/Advancement, Operations, Creative Design, Broadcast, Media Relations and Executive offices) in developing content and campaigns to ensure cohesive social media integration and brand messaging
  • Provided guidance on PR and communications specifically crisis communication initiatives
  • Managed a team of 5 social media interns increasing our proficiency in content creation and community management across all channels.

GLOBAL COMMUNITY MANAGEMENT LEAD

WESTERN UNION
10.2011 - 03.2017
  • First community manager on the Global Social Media team managing 18 owned channels with over 70,000 interactions/month using Sparkcentral
  • Led a team of 3 community managers who provided community management engagement on 7 owned social channels in 5 languages with a standard response time of less than 10 minutes
  • Owned, operated and grew the Facebook community from 160,000 followers to 1.5 million+ in 11 months and 9 million+ in 5 years
  • Daily interacted directly with customers across social channels (Twitter, Facebook, Instagram) managing issue resolution via community management and customer care
  • Built the team's first Global Community Management Playbook to communicate with customers in the Western Union voice and gather feedback for internal stakeholders
  • Partnered closely with the product and mobile app teams to help improve the product and app by sharing customer feedback and anticipating customer needs
  • Regularly reported internally on the pulse of the community to internal stakeholders and executives via bi-weekly engagement reports and monthly volume reports highlighting key conversations
  • Executed proactive surprise and delight moments for customers resulting in increased brand loyalty
  • Managed partnership with 3rd party digital agencies and freelancers
  • Managed and led all social engagement for WU's viral #WUHomeCooked campaign which made it to the top 10 trending list on Twitter and earned finalist status for a Shorty Award.

Education

BACHELOR'S DEGREE - JOURNALISM & MASS COMMUNICATION

SAMFORD UNIVERSITY
Birmingham, AL
05.2006

Skills

  • Excellent presentation and public speaking skills
  • Social Media Strategy and Implementation
  • Strong communication (written and verbal)
  • Relationship building
  • Social Media Management (Sprinklr, Sprout Social, Sparkcentral, NetBase)
  • Salesforce
  • Native Facebook, Twitter, Instagram, YouTube, Pinterest, Snapchat, TikTok
  • Customer Account Management
  • Strategic Planning
  • Revenue Growth
  • Customer Needs Assessment
  • Customer Retention
  • Strategic Planning
  • Revenue Growth
  • Customer Needs Assessment
  • Customer Retention

Honors & Awards

Sprinklr Customer Success Manager of the Quarter for Q3 FY23

#1 Fastest Growing Facebook Brand by SocialBakers (Western Union)

5th Best Social Customer Care on Facebook by SocialBakers (Western Union)

#1 in Alabama for Social Media Engagement by RivalIQ and Up&Up (Samford University)

#4 Most Improved Social Media by RivalIQ and Up&Up (Samford University)

#49 out of 338 NCAA Division 1 Colleges for Social Media Engagement by RivalIQ and Up&Up (Samford University)

WULions Gold Award for Global Community Management earning the WU Global Social Media team entry into the 2015 Cannes Lions International Festival of Creativity

Certification

Sprinklr Certifications

  • Ads Analyst Pro
  • Brand Manager Pro
  • Campaign Manager Pro
  • Community Manager Pro
  • Content Creator Pro
  • Location Analyst Pro
  • Marketing Manager Pro
  • Engagement Analyst Pro
  • Marketing Operations Pro
  • Marketing Research Analyst Pro
  • Media Planner Pro
  • Modern Care Agent Pro

Timeline

CUSTOMER SUCCESS MANAGER, Southeast

SPRINKLR
05.2021 - Current

DIRECTOR OF SOCIAL MEDIA

TEACH FOR AMERICA
01.2020 - 01.2021

SOCIAL MEDIA MANAGER

SAMFORD UNIVERSITY
03.2017 - 01.2020

GLOBAL COMMUNITY MANAGEMENT LEAD

WESTERN UNION
10.2011 - 03.2017

BACHELOR'S DEGREE - JOURNALISM & MASS COMMUNICATION

SAMFORD UNIVERSITY

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Charissa Carnall