Years of CSM experience
Knowledgeable and dedicated SaaS client advocate. Passionate about developing and maintaining relationships with a diverse range of stakeholders. Committed to a proactive approach to driving all aspects of implementation, usage, and retention of all partners. Motivated by providing support that ultimately leads to customer loyalty and positively impacting company success.
Years of CSM experience
Years of Professional Experience
▸ Managing a portfolio of $2.87 million in annual recurring revenue across 51 accounts.
▸ Governing customer success responsibilities & operations for 8 different product lines.
▸ Collaborating with cross-functional teams to design and implement innovative solutions tailored to specific customer needs.
▸ Assisting customers with onboarding & product setup to foster successful adoption & usage.
▸ Conducting periodic user training sessions to support customer understanding & increase product feature utilization.
▸ Generating reports with CRM databases & communicating results to stakeholders to provide insights into customer success such as analyzing customer data to identify trends & developing strategies to improve customer metrics.
▸ Creating customer support strategies to increase customer retention.
▸ Maintained positive customer relations by addressing problems head-on & implementing successful corrective actions.
▸ Proficiency in CRM Software including Gainsight & Salesforce platforms; as well as, Microsoft Office 365 & Google Workspace.
▸ As a seasoned educator with over two decades of experience, I developed a broad skill set that aligns closely with business operations, leadership, & customer-focused service. My expertise spans project management, data-driven decision-making, & stakeholder engagement.
President's Club 2022 & 2024