Chelsea D.S. Maverick 🏳️‍🌈

Key Accomplishments

• Led Customer Success department buildout from 0 employees to 10
• Increased TAM and decreased largest churn reason to 0% by creating a voice-of-customer (VoC ) program that pivoted the product direction
• Increased win back of churned customers by 20%
• 100% team retention over 3 years with average of 90%+ happiness rating
• Founding member of People Ops team - served as one of key decision makers for major employee concerns.
• Orchestrated company wide reorg to streamline operations and consolidate business strategy through proposal to CEO
• Created and planned quarterly in person/Virtual offsite for executive objective planning

Created and Maintained

(1) Customer management

• Standard procedures and escalation policy for customer support team, including connecting engineering and CS which led to higher CSAT scores.
• Customer advisory board to inform our product roadmap.
• NPS survey and customer data developing actionable insights to improve efficiency and performance.

(2) Learning and development

• Company wide cross functional learning groups to better understand our app and the industry.
• External customer and expert speaker series.

(3) Team Management

• Quarterly virtual offsite for team planning around KPIs and Objectives.
• CAMPS employee survey based on LifeLabs Learning research for fulfilled employees.
• Standardized roles and role expectations.

(4) Company Wide

• Designed lead manager trainings, including SOPs for 1:1s and PIPs.
• Employee onboarding, including instituting 30-60- 90s.

• Onboarded and managed 50+ book of business SMB to Enterprise accounts.
• Averaged 10/10 on onboarding happiness survey.
• Supported sales calls with in depth product and customer knowledge to help close deals.
• Worked directly with engineering on technical bug support.

Created and Maintained

• Customer support strategy and culture to increase customer retention.
• Customer onboarding process with survey.
• CRM pipeline for all customers interactions that supported sales team in an effective customer pass off which led to decreased in gone dark and churn in onboarding.

• First CS hire that managed SMB to Enterprise customers.
• 50+ in person trainings
• 100% retention and renewals for book of business managed.
• Led in person QBR (quarterly business review) presentations for enterprise customers.
• Customer liaison to product, science, and engineering to inform company direction + prioritize customer requests

Created and maintained

• Salesforce customer pipeline - becoming company salesforce admin in early days
• Trained teammates on Salesforce best practices - Sales and CS
• Customer support methods and standards i.e. email templates, vetting and choosing support software, and in person
• Support ticket template to improve engineering efficacy and happiness

• Developed proposal to CEO identifying key customer segments pivoting company into product market fit.
• Obtained 2 multi million dollar clients with a caring human-centered relationship building approach
• Managed XXX of ARR through full sales lifecycle - cold outreach, email drip campaigns, negotiation, close, to getting their contract fulfilled, operationally.
• Worked with operations and product to pivot based on customer needs via data from calls.

• Completed 100+ field demonstrations of the product
• Created field demonstration standard procedures and best practices
• Trained contract brand ambassadors
• Forged and expanded partnerships with Nasdaq Entrepreneurial Center, Amazon, Oracle, USF, Dreagers, Hilton, Peets Coffee
• Created product feedback process

• Created and maintained our e-commerce website, fulfillment, and customer service that lead to our highest source of recurring revenue
• Created videos and partnerships to market through youtube leading to over 700,000 total views
• Hired and trained staff
• Initiated PR campaign getting recognized by and appearing on local news and in magazines
• Taught an entrepreneurship class at University of Nevada, Las Vegas
• Created in person events teaching 300+ people, increasing overall accessory sales
• Produced The Urban Hydro Greens Classroom Initiative to introduce farming curriculum and products into Las Vegas school system
• Developed urban farming business consulting package, leading to launch of 4 new successful urban farms nationwide
• Created marketing and in person displays that were known at the local farmers market as a booth you must visit