HAILEY ROSA
Reeco
Miami,FL
8
years of professional experience
Dedicated people person with over 5 years of experience in B2B SaaS, customer implementation, and project management. Proven track record in guiding customers from kickoff to rollout, effectively managing onboarding timelines and collaborating with cross-functional stakeholders to ensure seamless transitions. Expertise in delivering comprehensive product training and driving user adoption by translating complex product functionalities into actionable solutions. Committed to building scalable processes that enhance the overall customer experience and foster long-term relationships.
Skills
Account Management
Customer Journey Mapping
Customer analysis
Customer Retention
Client Engagement
Onboarding Optimization
Data Analytics
Cross-functional Collaboration
Team Building
Mentoring leadership
Customer Empathy
Work History
Customer Experience Manager
1 Year 3 Months- Manage the largest book at the company: 29 management groups, ~500 hotels and ~$1.35M ARR, 65% of all active hotels and 3x the team average
- Managed largest portfolio with 29 management groups, ~500 hotels, and ~$1.35M ARR, representing 65% of active hotels and 3x team average.
- Project manage customer and internal stakeholders to facilitate timely onboarding, coordinating account configuration, customer requirements, internal dependencies, and third-party accounting and POS integrations
- Delivered tailored product training and strategic guidance across AP automation, purchasing and receiving, inventory and audits, and culinary workflows, translating complex functionality into actionable customer solutions.
- Analyze account and feature level usage to proactively identify adoption gaps, uncover customer pain points, and implement targeted strategies that have increased platform engagement across underutilized properties
- Led weekly customer webinars on product training and new feature releases, developing reusable templates, guides, and walkthroughs to enhance customer education and streamline onboarding.
Senior Customer Success Manager
2 Years 4 Months- Guided customers through onboarding and fostering ongoing engagement throughout the customer lifecycle
- Collaborated with Sales, Marketing, Finance, and Product Development teams to address and resolve customer needs
- Upsold 18% of my managed accounts, expanding revenue opportunities and deepening client engagement
- Recommended and implemented workflow improvements based on customer feedback to enhance customer experience and satisfaction
- Renewed 72% of accounts, strengthening long-term client relationships
- Collaborated closely with teams across Sales, Marketing, Finance, and Product Development to address customer needs
Junior Customer Success Associate
1 Year- Played a key role in onboarding and training firms to effectively utilize the platform, ensuring a strong foundation for success
- Conducted user training sessions, enhancing customer understanding and promoted effective utilization of product features
- Ensured prompt resolution of service issues, enhancing client satisfaction
- Evaluated customer data to identify trends and developed strategies to improve key success metrics
- Conducted user training sessions, enhancing customer understanding and utilization of product features
Operations Coordinator
3 Years 5 Months- Managed vendor relationships, coordinated purchases, and reconciled invoices to support seamless operations
- Documented transactions, orders, and expenditures to leverage sales data for accurate forecasting of financial needs
- Utilized strong organizational and multitasking skills to ensure timely communication of updates and changes to departments, enhancing alignment and operational efficiency
Timeline
Customer Experience Manager
Reeco
08.2025 - CurrentRead More
Senior Customer Success Manager
Taxfyle
04.2023 - 08.2025Read More
Junior Customer Success Associate
Taxfyle
04.2022 - 04.2023Read More
Operations Coordinator
Bill Hansen Catering Company
10.2018 - 03.2022Read More