Summary
Overview
Work History
Education
Timeline
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Erin Madden

Chicago,IL

Summary

Dedicated Customer Success professional with a strong passion for enhancing the customer experience through strategic implementation and relationship-building. Proven ability to deliver creative solutions that drive positive change and ensure long-term client satisfaction.

Overview

6
6
years of professional experience

Work History

Partner Success Director

Marco Learning
07.2024 - Current
  • Onboard, train, and manage relationships for a $1M portfolio of 80+ K-12 school districts, ensuring needs and expectations were exceeded to drive reliable account renewals.
  • Developing and maintaining strong, long-term relationships with key decision-makers and stakeholders within client organizations.
  • Identifying opportunities to expand client accounts by introducing new products and leveraging feedback for upsell and cross-sell initiatives.
  • Leading and strategizing renewal conversations with decision-makers to retain and grow our customer base year over year.
  • Monitoring and reporting on key performance indicators (KPIs), including renewal rates and NPS, to provide insights to senior leadership.
  • Conducting market analysis to stay informed on K-12 trends and competitive intelligence, guiding business strategies and client delivery.

School Success Manager

Marco Learning
10.2022 - 07.2024
  • Onboarded, trained, and managed relationships for a $800K portfolio of 60+ K-12 school districts, helping them to maximize the value they get from the Marco Learning products.
  • Conducted virtual training sessions for teachers and administrators to enhance the integration of Marco Learning into their instructional practices.
  • Developed digital resources to support customers in effectively utilizing Marco Learning in their classrooms.
  • Analyzed teacher usage rates to assess effectiveness and provide targeted support, while leading regular check-ins with school leaders to share insights and solicit feedback.
  • Supported customers with routine fixes, navigating user interface issues and sending resources to help with future use.
  • Facilitated renewal conversations with school leaders to share insights, offer ideas for improving usage, and solicit feedback.

Recruitment and Development Manager

Marco Learning
02.2022 - 10.2022
  • Executed the Grader onboarding process, including candidate evaluation on writing tasks and performance rubrics.
  • Managed a remote team of part-time employees supporting evaluation and qualification tasks.
  • Communicated with Grader candidates, addressing questions about the application and onboarding process.
  • Led continuous improvement initiatives for onboarding by gathering feedback, enhancing processes, and developing new resources.

Special Education Teacher

Special School District Of St. Louis County
08.2018 - 01.2022
  • Employed diverse instructional techniques to meet the unique needs of neurodiverse students, including modifying general education curricula for special-needs learners.
  • Mentored students with severe social, emotional, and behavioral disabilities while providing therapeutic support and facilitating their physical, emotional, and social growth.
  • Utilized and interpreted educational performance data to inform data-driven decisions and track individual student progress.
  • Led team meetings with educational stakeholders to develop and implement individualized education plans (IEPs) tailored to each student's needs.
  • Mentored first-year teachers through onboarding and professional development while supervising and evaluating support staff on daily responsibilities.

Education

Bachelor of Arts - Elementary And Special Education

Saint Louis University
St. Louis, MO
05-2018

Timeline

Partner Success Director

Marco Learning
07.2024 - Current

School Success Manager

Marco Learning
10.2022 - 07.2024

Recruitment and Development Manager

Marco Learning
02.2022 - 10.2022

Special Education Teacher

Special School District Of St. Louis County
08.2018 - 01.2022

Bachelor of Arts - Elementary And Special Education

Saint Louis University

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Erin Madden