Lola Burse
Fayetteville,GA
Summary
A dynamic and strategic professional with extensive experience in customer success management and educational coaching. Known for delivering exceptional results through relationship building, strategic planning, and implementation of client-centric solutions. Possesses a notable track record in guiding large-scale implementations, fostering strong client relationships, and leading teams towards achieving key performance indicators. Skilled in leveraging data to inform decision-making and drive customer engagement. Expert in relationship management and maintaining client satisfaction through effective communication and strategic advisement. Proficient in detailed implementation planning and execution, ensuring seamless transitions and setups for clients. Demonstrated ability in expanding and maintaining customer relationships to maximize value and ensure renewal success.
Overview
11
11
years of professional experience
Work History
Senior Customer Success Manager
EnGen
Washington, DC
09.2022 - 03.2024
- Oversaw and nurtured a complex customer base, including state-level clients and city-wide library systems, resulting in a 20% increase in customer retention
- Led the seamless onboarding process for strategic accounts from 'closed-won' to launch, achieving a 95% renewal rate
- Strategically assigned Customer Success Managers to accounts based on geographic regions, optimizing support and client satisfaction
- Leveraged Hubspot and Client Success CRM platforms to analyze client health reports, proactively identifying and addressing challenges, enhancing customer satisfaction by 25%
- Spearheaded the development of state-level technical college landing pages, incorporating live links and training resources, boosting platform adoption by 30%
- Engaged with EnGen learners at company employment fairs, assisting with platform enrollment and goal-setting, while providing career content guidance
- Presented professional development sessions at regional conferences, educating over 500 educators on EnGen app integration in classrooms
- Exceeded performance targets consistently, showcasing exceptional leadership and teamwork across cross-functional collaborations.
LETRS Dedicated Success Manager
Lexia Learning
Dallas, TX
07.2021 - 09.2022
- Orchestrated cross-functional team efforts in adoption drives, encompassing demo creation, support material preparation, and technical configurations for seamless client integration
- Managed end-to-end implementation cycles for major educational technology initiatives, facilitating gap analysis, orientation, and solution development for a large metro Atlanta district, serving nearly 20,000 students
- Elevated SaaS implementation quality by authoring and delivering professional development training and coaching, significantly enhancing leader capabilities at both district and building levels
- Forged and led cross-functional teams, spanning customer and technical support, to deliver comprehensive program implementation for nearly 4000 users across 107 schools.
Customer Success Manager
Lexia Learning
Dallas, TX
12.2019 - 07.2021
- Served as a pivotal adviser to business partners and stakeholders, meticulously defining and documenting business requirements to align with success metrics
- Proactively maintained open lines of communication with clients, ensuring continuous alignment with their objectives and maximization of partnership value
- Led risk management efforts through diligent monitoring and strategic resolution planning, maintaining client satisfaction and program integrity
- Established consistent client engagement schedules to review implementation progress and drive sustained product and service value.
Educator
Fulton County Schools
06.2018 - 12.2019
- Implemented innovative instructional strategies, achieving a 21% improvement in student mastery on state assessments
- Contributed to the school's significant performance uplift, leading to a 14-point increase in CCRPI scores and removal from the list of lowest-performing state schools.
Educator
Clayton County Public Schools
08.2013 - 06.2018
- Provided essential instructional support, ensuring over 90% of students attained grade-level reading proficiency by year-end
- Mentored first-year teachers, directly contributing to noteworthy improvements in math scores and overall instructional quality
- Delivered targeted professional development to social studies educators, culminating in top assessment scores for participating schools
- Acted as a district-level influencer in content standard revisions, assessment material creation, and the launch of formative assessments aligned with new standards.
Education
Bachelor of Education – Early Childhood Elementary Education - Early Childhood Education-Magna Cum Laude
University of South Carolina Aiken
12-1999
Master of Education - Educational Administration -
University of South Carolina
Skills
- Relationship Management
- Strategic Planning
- Client Onboarding
- Data-Driven Decision Making
- Implementation Strategy Advisement
- Customer Engagement
- Team Leadership
- Communication
- CRM Software Proficiency
- Educational Coaching
- Salesforce
- Scrum Master Certification (in progress)
- Hubspot
- Client Success
- Microsoft Office
- Google Analytics
- Educational Technology Tools
- CRM Management
- Data Analysis Tools
- AI
- Data-driven decision-making
- Software Implementation
- Training programs
- Training and mentoring
- Research and due diligence
- Records Management
- Proficient in [Software]
Accomplishments
- Magna Cum Laude Graduate-Univ of South Carolina Aiken
- Teacher of the Year Finalist-Shanklin Elementary-Beaufort County Schools 2002
- Teacher of the Year Finalist-S.L. Lewis Elementary-Fulton County Schools-2018
- Employee of the Month-Lexia Learning-2021
Affiliations
- Traveling
- Hiking
- Book Club
References
References available upon request.
Timeline
Senior Customer Success Manager
EnGen
09.2022 - 03.2024
LETRS Dedicated Success Manager
Lexia Learning
07.2021 - 09.2022
Customer Success Manager
Lexia Learning
12.2019 - 07.2021
Educator
Fulton County Schools
06.2018 - 12.2019
Educator
Clayton County Public Schools
08.2013 - 06.2018
Bachelor of Education – Early Childhood Elementary Education - Early Childhood Education-Magna Cum Laude
University of South Carolina Aiken
Master of Education - Educational Administration -
University of South Carolina
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