Lauren Woods
Brooklyn,NY
Summary
Empathy driven tech professional with robust experience in customer success and relationship management. Skilled in driving team collaboration and achieving measurable, data driven results. Proficient in utilizing CRM tools, developing strategic plans, and fostering client satisfaction. Adaptable, reliable, and focused on delivering impactful solutions in dynamic environments.
Overview
8
8
years of professional experience
Work History
Member Success Manager
Alma
08.2021 - Current
- Serve as a senior provider-facing contact, managing escalations related to insurance claims and payer relations
- Maintaining a
- Lead training and onboarding for new Managers and Specialists
- Guide new providers through platform adoption during the critical early stages of their tenure, enhancing engagement and satisfaction.
- Collaborate cross-functionally with Product, Insurance Operations, Marketing, and other teams to drive process improvements internally and provider-facing
- Act as the provider advocate, influencing product development and business strategy through qualitative feedback and insights backed by data to prioritize solutions that meet provider needs
Sr. Onboarding Specialist
CB Insights
01.2020 - 08.2021
- Led onboarding for over 100 teams across various established and emerging tech industries, managing the transition from sales handoff to kick-off, ensuring a smooth client experience.
- Partnered with Customer Success Managers to customize onboarding processes based on each team's specific use case, maximizing product relevance and user engagement.
- Conducted individual training sessions to drive early product adoption, increasing retention by 30% and customer satisfaction.
- Maintained up-to-date knowledge of product features and updates to provide new teams with the most relevant and effective guidance.
- Developed custom searches and workflows for venture capital teams and research-driven content tailored for R&D teams, enhancing user productivity and insight generation.
Client Services Coordinator
Cartwheel IT
01.2018 - 01.2020
- Managed daily workflow for three tech teams, ensuring cases were assigned to the proper team, addressed in a timely fashion, and billed accurately in the company database.
- Scheduled all onsite and remote appointments for technicians, project managers, and owners.
- Facilitated client needs via phone and email, maintaining positive relationships with various company contacts and vendors.
- Troubleshot basic IT issues and escalated time-sensitive and critical requests.
- Updated the company website, organized volunteering efforts, and reviewed internal policies to identify areas for improvement.
Project Manager
LawTrades
09.2016 - 12.2017
- Assessed potential client needs, timeline, and budget in order to connect them with an appropriate attorney for various business law requests
- Routinely scheduled calls/meetings for clients with over 60 attorneys in multiple time zones
- Assisted with customer service related inquiries from billing to technical issues
- Built out the project manager role, drafted reusable copy, common projects types, created user handbooks, video tutorials, and ensured high quality client experience
Education
BA - Philosophy, Politics, & Law and History
State University of New York At Binghamton
Binghamton, NY05.2014
Skills
- Customer Relations
- Policy Review
- Project Management
- Training and Onboarding
- Escalation Mitigation
Timeline
Member Success Manager
Alma
08.2021 - Current
Sr. Onboarding Specialist
CB Insights
01.2020 - 08.2021
Client Services Coordinator
Cartwheel IT
01.2018 - 01.2020
Project Manager
LawTrades
09.2016 - 12.2017
BA - Philosophy, Politics, & Law and History
State University of New York At Binghamton
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