LIS CHACON

As an OBCSM at Sprout, I focus on providing customers with a tailored, value-driven onboarding experience that sets them up for success in achieving their business goals. With a customer-first mindset, I ensure that every new client is fully integrated into our platform, and confident in using it to its full potential. I work closely with sales, success partners, and stakeholders to deliver a world-class experience, driving product adoption, and empowering customers through education.

• Over the last 12 months, I have successfully completed 279 onboarding projects, consistently achieving an average Customer Satisfaction (CSAT) score of 4.95 out of 5.
• As a dedicated peer mentor, I have taken the initiative to train new team members, lead Product Training Mock Calls, and provide valuable feedback that enhances our team's performance.

My contributions to customer-facing resources and projects include :

• Product-Led Expert Series: Developed an engaging video tutorial that breaks down complex concepts and highlights essential product benefits in collaboration with the Customer Education team.
• Sample Invite Templates: Created user-friendly templates for inclusion in the Employee Advocacy Admin FAQ page, streamlining the sign-up and adoption process for end users.
• Translation Project for LATAM customers: Led efforts to enhance internal resources for Spanish-speaking customers by translating onboarding sequences, templates, snippets, and introductory emails, ensuring inclusivity and accessibility.

I served as a success partner responsible for onboarding, training, nurturing, and maximizing value for 150+ Spanish-speaking LATAM SMB accounts by:

• Developing a plan for achieving customer objectives with a consultative approach, while leveraging KnowBe4 assessments.
• Managing the onboarding cycle, including account configuration, product training, best practice training, initial end-user phishing training campaigns, and other change management activities.
• Monitoring and proactively leveraging customer data, including customer usage, product adoption trends, and managing customer health metrics.
• Managed the assigned opportunity pipeline to meet renewal and expansion targets, and quotas.

Strategic success partner overseeing 40+ school districts with $1 million in recurring revenue.

• Orchestrated end-to-end account life cycle, including customer onboarding, adoption, renewal, and expansion by:
• Developing unique, customized account strategies, analyzing platform usage and individual account trends, curating, and analyzing data to define strategic growth areas, and delivering Impact Reviews and QBRs to C-suite leadership.
• Establishing deep knowledge of DreamBox products and services, and acting as a subject matter expert on the product, industry, and implementation of best practices.
• Partnering cross-functionally with internal teams, including sales, support, product, and professional development, to ensure deliverables reach maximum impact.
• Facilitating positive customer experiences, and serving as the point of contact for escalations and customer requests, helping to translate customer feedback into product requirements.
• Responsible for creating targeted playbook journeys for trial accounts across all business segments for onboarding, implementation, and growth cycles.
• Increased speed to usage and conversion rate, representing $65K in new revenue in Q3.
• Collaborated with the Product and Curriculum teams on a targeted project to improve the accuracy and relevancy of lessons and state standards, improving educator progress monitoring and targeted instruction, and facilitating $300k of account renewal.
• Created customized yearly account reviews, highlighting client-specific product releases and features, leading to $150K in expansion revenue for Q2 of 2022.
• Collaborated with the marketing team to update client-facing collateral, and co-authored a published blog highlighting targeted support for math students with special needs.

Managed onboarding, training, implementation, and renewal cycle of 90+ business-to-business (B2B) accounts for Prepworks and STAAR Master Digital Brand products, and serviced 130+ schools and 25+ school districts by:

• Conducting in-person and virtual training sessions and demos.
• Creating data-driven, individualized customer solutions, and providing ongoing best practice recommendations for a successful user experience.
• Managing a team of contracted offshore and in-house Customer Support Representatives, and prioritizing the daily support queue while maintaining an average CSAT score of 95%.
• Developed and implemented a 90-day action plan to re-engage 'at-risk' accounts and minimize churn, including delivering performance reports, and curating training to increase platform engagement and student usage.
• Decreased at-risk renewals by 79% for the 2019-2020 academic year, leading to a 91% overall renewal rate for yearly subscriptions, and an 84% rate for two- and three-year subscriptions.
• Surpassed a 19% target increase for opportunities in Q2 of 2020 by leading relationship management efforts, capitalizing on upsell opportunities and referrals with existing customer accounts, and increasing exposure to course offerings and additional features.
• Managed social media accounts and created original content, ensuring high web traffic and brand visibility.
• Generated, edited, and published engaging content, and monitored engagement and growth metrics.
• Collaborated cross-functionally to ensure brand consistency.