Asana
Erica DeMichiel
Customer Success Manager
New York,NY
Summary
Multilingual, client-focused professional with 7 years of experience in the SaaS space and a passion for global relationship building.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Customer Success Manager
Shipup
Brooklyn, NY
03.2023 - Current
- Served as company's first US-based CSM and managed portfolio of 30 enterprise SMB clients, reflecting average ARR of over $500K
- Achieved 96% retention rate by establishing strong relationships with key customers and working with operational teams for proper resolution of service issues
- Defined US customer journey from point of onboarding through maturity
- Spearheaded team projects including launch of ambassador program and revamping site help center
- Hosted webinars, solicited testimonials, and attended events with current clients and prospects
International Account Manager
BrainPOP
New York, New York
05.2020 - 03.2023
- Increased international renewal sales by 25% during tenure, amounting to total of $3.5 million and maintained 90% retention rate
- Oversaw book of business including 25 key accounts and 1,000 individual schools across world
- Collaborated cross-functionally to meet needs of global clients including technical implementation, invoicing, and compliance with export standards and international requirements
- Conducted client health checks and engagement campaigns to prevent churn
- Led product demos in English, French, and Spanish to subscriber base spanning 113 countries
Implementation Specialist
BrainPOP
New York, New York
04.2019 - 05.2020
- Collaborated with southeast and international account executives to strengthen relationships with key accounts through targeted solutions
- Held 96% customer satisfaction rating, as well as lowest average open case time and most tickets solved in department
- Attended trade shows and conferences to demo product features
Onboarding and Subscriber Relations Associate
BrainPOP
New York, New York
07.2017 - 04.2019
- Assisted domestic and international subscribers in English, French, and Spanish with tech support and order management and achieved 95% customer satisfaction rating
- Owned maintenance of site help center and ensured up-to-date content
Education
Bachelor of Arts - Romance Studies And International Relations
Wesleyan University
Middletown, CT 08.2013 - 05.2017
Skills
Revenue growth
Customer retention
Value creation
Project management
Key accounts development
Strategic planning
Negotiation
Client service optimization
Pipeline development
Software
Jira
Klaviyo
Looker
Metabase
MS Office Suite
Netsuite
Planhat
Salesforce
Shopify
Yesware
Zendesk
Interests
Cooking
Language learning
Live music
Reading
Travel
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Manager
Shipup
03.2023 - Current
International Account Manager
BrainPOP
05.2020 - 03.2023
Implementation Specialist
BrainPOP
04.2019 - 05.2020
Onboarding and Subscriber Relations Associate
BrainPOP
07.2017 - 04.2019
Bachelor of Arts - Romance Studies And International Relations
Wesleyan University
08.2013 - 05.2017