Summary
Overview
Work History
Education
Skills
Timeline
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Erika Rivera

NY

Summary

Above & Beyond Award

April 2020 | Indeed.com

The Above & Beyond Award is the highest honor within Client Success Exceeds at Indeed.com. This award is won by being nominated by a client success leader who was overly impressed with my ability to unleash value. I ranked within the top 5% for KPIs in client success globally. In addition, I demonstrated excellence, cultivated the client’s success brand, and contributed to the overall success of the business.


All-Star Achievement Award

August 2020 | Indeed.com

The CS All-Star Achievement Award recognizes the top 5% of individual contributors globally based on total KPI Achievement. The KPIs in place for CS is a reflection of the outstanding brand service we provide to clients. The CS Exceeds program was created to celebrate the exceptional performance and innovative achievements across our Global Client Success teams.

Overview

6
6
years of professional experience
4
4
years of post-secondary education

Work History

Senior Associate, Commercial Enablement

LiveRamp
07.2024 - Current


  • Spearheaded the development and launch of a comprehensive product training program within my first 2 months, blending eLearning and live virtual courses at 100-300 levels, resulting in a 5% increase in feature adoption within the first month.
  • Enhance team productivity by implementing agile methodologies, leading to more efficient project completion.

Global Sales Enablement Manager

Eventbrite
08.2023 - 07.2024
  • Collaborated with cross-functional teams to assess and address sales team needs, driving continuous improvement in sales processes and tools.
  • Conducted regular workshops and training sessions to keep the sales team updated on industry trends, product updates, and competitive positioning.
  • Lead global training initiatives for sales teams, ensuring consistent messaging and product knowledge across diverse regions, resulting in improved customer engagement and satisfaction.
  • Leveraged project management skills to plan and execute in-person sales kick-off events, ensuring seamless coordination and execution.
  • Served as the main point of contact for sales team needs, advocating for resources and tools necessary to enhance product go-to-market strategies.


Senior Global Revenue Enablement Specialist

Glassdoor Inc.
05.2022 - 03.2023
  • Led, designed, and delivered the Go-To-Market new hire onboarding program aiding 30% of GTM employees within a 7 month period.
  • Enabled training over 300 employees in successful selling and service methods and encouraged cross-selling to drive revenue.
  • Collaborated with cross functional teams to design and execute e-leanings through Lessonly (LMS) to accurately track success measurement.
  • Developed and built relationships with key stakeholders to strategize on product and processes trainings based on gap analysis.
  • Planned efforts based on business requirement to meet project goals and objectives, including identification and delegation of tasks and resources.
  • Analyzed data and leveraged information to make informed decisions on priorities to drive processes improvements and business revenue.



Customer Success Manager 1

Glassdoor Inc.
06.2021 - 05.2022
  • Developed success plans to aid in the retention of accounts worth over $2M per quarter.
  • Built and delivered engaging quarterly business reviews to demonstrate ROI based on customer goals and initiatives.
  • Strategized on actionable insights to improve performance and recruitment efforts which led to an average of 120% retention QoQ.
  • Conducted product training and mentored new hires to promote productivity, accuracy and to understand customers' businesses and initiatives.
  • Collaborated with sales, and solution consultant teams to modify strategies to address the customer success objectives.


Senior Client Success Specialist - Enterprise

Indeed.com
02.2019 - 06.2021
  • Managed and retained $10 M YoY while meeting several metrics with emphasis placed on overall account performance, retention, churn, and feature adoption.
  • Analyzed and delivered performance reviews with existing clients to measure their success and ROI through ensuring campaigns were hitting their targets and clients are making hires.
  • Strategize with clients on how to optimize Indeeds products with A/B testing .
  • Collaborated with Product, Operations, Search Quality, and Aggregation teams to troubleshoot problems, improve processes, and ensure client satisfaction by providing their feedback to our internal partners.

Education

Columbia College Chicago | Bachelor of Arts, Business & Entrepreneurship
09.2011 - 12.2015

Skills

    CRM (Salesforce, Tableau, Zendesk, Confluence, JIRA, Gainsight, ZoomInfo, Clari)

    Account Management (Managed and retained clients)

    Brand Development (Aiding employer on solutions to increase brand awareness)

    Listening and Empathizing

    Enablement Systems (Highspot, GONG, Workramp, Lessonly, Workramp, Decabo, Articulate Rise, Loom)

    Process improvement

    Cross-functional collaboration

    Microsoft and Google Suite (Word, Excel, PowerPoint, and Access)

    Google Display Ads (Google Ad Manager & DV 360)

    Project planning/managing (Asana,Smartsheet)

    Spanish (Fluent)

Timeline

Senior Associate, Commercial Enablement

LiveRamp
07.2024 - Current

Global Sales Enablement Manager

Eventbrite
08.2023 - 07.2024

Senior Global Revenue Enablement Specialist

Glassdoor Inc.
05.2022 - 03.2023

Customer Success Manager 1

Glassdoor Inc.
06.2021 - 05.2022

Senior Client Success Specialist - Enterprise

Indeed.com
02.2019 - 06.2021

Columbia College Chicago | Bachelor of Arts, Business & Entrepreneurship
09.2011 - 12.2015

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Erika Rivera