Charlotte Siverson

Senior CSM, Scale Team (08/2022 - present)

• Manage and prioritize via data analytics a portfolio of 200 accounts and about $7 millions ARR
• Team's highest retention of 2022
• Lead enablement sessions for all CSMs
• Improved best practices by implementing more automated processes and campaigns to customers, resulting in about twice as many touch points
• Train on-site offshore team of 6 people to take over segment of accounts
• Soon will be leading a Masterclass for biggest French accounts in Paris, France in the fall
• Join Seniors Program for coaching and mentoring CSMs.

CSM, Scale Team (08/2020 - 08/2022)

• Founding member of Scale team in August 2020
• Create playbooks and strategies for customer outreach
• Test new KPI and processes every quarter for first year to evaluate best options
• Lead cross teams projects for increased internal collaboration
• Establish strong relationships with key customers, resulting in increased customer loyalty
• Play instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
• Create and maintained comprehensive customer success documentation for internal and external use
• Lead and maintain knowledge base for Scale segment, helping with enablement and team training.

CSM (07/2019 - 08/2020)

• Advise and assist clients on implementing platform (up to 20 projects at time)
• Specialize on French speaking Enterprise accounts as only French speaking CSM
• Lead many live webinars (most attendees was 1,200)
• Quality Assurance on tickets providing feedback for better and more efficient assistance
• Technical escalation and communication between clients and product developers.

• Donors and Trustees Relationship building: Establish relationships with Trustees (40 people) and act as primary point of contact
• Event planning: Execute and supervise fundraisers, social events hosted by trustees, lectures, networking opportunities, etc
• Coordination and handling vendors (caterer, rentals, etc.)
• Stewardship: ensure acknowledgment of donors/trustees; coordinate meeting with trustees/major donors; schedule campus visits by trustees and special events
• Prospect research: Identify new potential trustees to suggest to Board, relationship mapping, and coordination of introduction
• Strategy Planning: Member of Strategic Planning, Board meeting management: plan and coordinate board meeting (4x per year) and ad hoc committee meeting (6-8x per year).

• Marketing and Fundraising: Pitch and create appeals and e-blasts to engage donors and prospects; work with PR agency to design assets (8-10 appeals /, 2 versions and regular e-blasts); raised 2.5M€ on individual donors+10M€ commitment and 7M€ on corporations+6M€ commitment
• Event Planning: Coordinate annual Gala by securing honorees and vendors; promoting event and sell it out; Coordination of specials events (Donor Wall, lectures, etc.)
• Communications and Social Media: Write quarterly newsletters, including elaborating topics and leading interviews with chosen personalities; In charge of social media (mostly Twitter); Manage journalist/press inquiries (i.e Article about major gift in Le Figaro)
• Stewardship: Create offers to attract new donors and enhance donor retention (acknowledgment letters, special events, capital projects, etc.)
• Digital Marketing: Set up first online giving platform from start to finish for Foundation; update website and part of team that worked on creation of new website Fundraising: Create capital campaign to help fun Telecom ParisTech move to Paris-Saclay cluster (events on site; creation of special appeal)
• Database management (Prodon): Ensure clean and accurate database. Creation of reports, stats, etc.

• Marketing and Fundraising: Create solicitation documents for individual prospects, companies & foundations (French and English)
• Write department's newsletter (2x /year)
• Collaborate with American Friends of Louvre, NY based, for travels, events, campaigns (2x /year)
• Support coordination of VIP visits at museum (2-3x/month)
• Strategic surveillance and benchmarking: Focus on American market for best practices and improvement of database content to help identify major donors and keep clean data up to date.