Madelaine Arthur
Salt Lake City
Summary
Dedicated Professional Services leader with over 8 years of expertise in project management, customer implementation, and strategic account management. Proven record of achieving a 300% increase in customer engagement and driving substantial revenue growth. Dynamic experience building out and operationalizing full-scale professional services departments across multiple rapid-growth start-up organizations.
Overview
8
8
years of professional experience
Work History
Senior Manager, Implementation Services
Kojo
07.2024 - Current
- Built and lead the Customer Implementation and Solutions Architect teams, focused on delivering successful time-to-value on the Kojo platform via project management, enablement and training, and strategic account management
- Improved product activation and time-to-value for customers by 60%
- Developed robust playbooks and strategies for Implementation Managers and Solutions Architects, leading the team to successfully launch and support our rapidly growing customer base
- Hired and lead a team of 7, successfully implementing and upselling over $4 million in new business and services revenue
- Earned two promotions within two years based on performance and leadership effectiveness
Senior Manager, Professional Services
Paper
01.2022 - 07.2024
- Led the Customer Implementation and Customer Enablement departments, driving a 300% increase in customer activation
- Hired, enabled and mentored a team of 10+ high performing Onboarding Specialists, Professional Learning Specialists and Customer Engagement Specialists
- Built and operationalized measurable and repeatable implementation and enablement playbooks including a 1-to-1 and Digital Touch model
- Designed and implemented a comprehensive tiered professional development program for all customers including all training content, marketing materials (i.e. paper.co/professional-services), resource hubs (i.e. paper.co/resource-center), and internal enablement materials
- Built quarterly OKRs and KPIs to ensure high performance
- Supported $52 million in revenue with 104% revenue retention, and added $4.1 million in revenue through expansions
- Increased active sites from 30% to 90% and improved TTV from 78 days to 64 days
- 100% positive CSAT
Implementation Project Manager
Newsela
01.2021 - 12.2021
- Led technical implementations for customers, including collaborating with stakeholders, completing technical integration setups, and managing engagement through outreach initiatives
- Brought our Teacher Rollout Kits to life from conception to execution to better assist teachers getting started with integrations and using Newsela, and ultimately lower support ticket volume
- Helped develop a more streamlined implementation process for customers including an in-depth process map, a bank of outreach email templates, marketing collateral, and training materials
- Developed and led enablement training presentations for the support and customer teams
Senior Implementation Project Manager
Paycom
04.2019 - 01.2021
- Served as lead project manager, content expert and main onboarding contact for our most strategic clients
- Created and hosted in-depth technical trainings to service clients and employees, including direct meetings with key stakeholders, full company trainings, and webinars to increase user engagement
- Consulted with c-level executives and company leaders across a wide-variety of industries to optimize system usage by building value proposition and business cases, objection-handling, and owning in-product and email stakeholder engagement campaigns
- Maintained 98% stakeholder (employee) activation across all customers through live trainings, email messaging, custom guides, etc
Global Enablement and Certification Specialist
Qualtrics
05.2018 - 04.2019
- Launched Experience Basecamp, Qualtrics’ online learning community, and our Certification testing program for users to get “Qualtrics Certified - Produced and managed hundreds of videos, articles, activities, and exams to teach and test customers on how to best utilize the product
- Created and hosted live trainings and webinars with key customer stakeholders across many different industries (K-12 Education, Computer Software, Healthcare, etc.) teaching them how to maximize user engagement
- Created and presented the live "Qualtrics 101" 6-hour training at the annual X4 conference with 10,000+ people, and received the highest customer satisfaction score across all trainings
Education
Bachelor of Science - Economics
Vanderbilt University
NashvilleSkills
- Project management
- Customer implementation
- Solutions architecture
- Strategic account management
- Technical integrations
- Customer relationship management
- Salesforce
- Microsoft 365
- HubSpot
- Zendesk
- Pendo
- Superset
- Accounting Systems/ERPs
Timeline
Senior Manager, Implementation Services
Kojo
07.2024 - Current
Senior Manager, Professional Services
Paper
01.2022 - 07.2024
Implementation Project Manager
Newsela
01.2021 - 12.2021
Senior Implementation Project Manager
Paycom
04.2019 - 01.2021
Global Enablement and Certification Specialist
Qualtrics
05.2018 - 04.2019
Bachelor of Science - Economics
Vanderbilt University