Moira Messner
PA
Summary
Client success strategist with a robust background in SaaS onboarding and training program design. Spearheaded initiatives that resulted in a 95% CSAT score by leveraging client insights and performance metrics for continuous improvement. Proficient in leading cross-functional teams to ensure high-quality onboarding experiences and foster long-term client relationships.
Overview
16
16
years of professional experience
Work History
Training Manager
eMoney Advisor
01.2023 - Current
- Key stakeholder in the end-to-end strategy, design, and evolution of eMoney's Getting Started Program, a scalable SaaS onboarding program serving 5,000+ users annually and achieving an NPS of 82; use client feedback, adoption trends, and performance data to continually improve the onboarding experience and long-term platform value.
- Lead and develop client-facing training professionals while partnering cross-functionally to resolve client needs, improve service delivery, and maintain consistent standards for onboarding quality and client experience.
- Led evaluation and implementation of client-success technologies and workflows, including Chili Piper for 17-person coaching team; redesigned scheduling operations for 1,500 client sessions monthly to enhance availability and expedite client onboarding access.
- Led the coaching team's efforts in Gong, transitioning quality assurance from Calabrio to Gong and centralizing call recording, scorecards, quality evaluation, AI-enabled insights, and performance analytics.
- Collaborated with Operations to translate client and training program requirements into scalable Salesforce processes and workflows.
- Analyzed client feedback, program performance, adoption trends, and satisfaction metrics to uncover opportunities for client experience improvements, contributing to coaching organization achieving 95% CSAT in 2026.
Success Coaching Supervisor
eMoney Advisor
01.2019 - 01.2023
- Led client success and onboarding operations, leveraging KPI analysis, productivity data, quality assurance, and client feedback to ensure high standards for service delivery and software adoption.
- Coached team to support complex client needs and cross-functional initiatives, delivering consultative, goal-based client experiences.
- Identified trends in client experience, training quality, and operational performance, translating insights into targeted process and program improvements.
Client Services Supervisor
eMoney Advisor
01.2017 - 01.2019
- Led team of 10–12 client-facing professionals in Client Success Coaching and Call Center Operations, ensuring effective service delivery and optimal workload management.
- Managed escalated client concerns, collaborating with internal stakeholders to resolve complex issues and uphold trust, ensuring a consistent high-quality client experience.
- Monitored KPIs, productivity, service levels, and quality assurance results to identify trends, enhancing operational effectiveness and client satisfaction.
Client Success Coach
eMoney Advisor
01.2015 - 01.2017
- Led onboarding and platform rollout initiatives for large enterprise firms, coordinating training strategy, stakeholder communication, and documentation to ensure smooth transitions post-implementation.
- Managed end-to-end SaaS onboarding for new and existing customers, guiding users through platform setup, training, workflow integration, and early adoption based on individual business needs.
- Served as primary customer resource during onboarding, identifying needs, resolving product and process questions, and adapting onboarding experience to enhance user adoption.
- Collaborated with internal teams to address implementation challenges, communicate customer needs, and provide tailored solutions aligning with client objectives.
Membership Services Representative
YMCA of Eastern Delaware County
Lansdowne, Pennsylvania
05.2010 - 05.2015
- Processed membership applications and renewals with accuracy and efficiency.
- Responded to member inquiries about YMCA programs and services, enhancing member engagement.
- Resolved member concerns promptly, contributing to a positive customer service experience.
- Conducted facility tours for potential members, showcasing amenities to promote membership.
Client Support Representative
eMoney Advisor
01.2013 - 01.2015
- Provided technical and product support via phone and email, troubleshooting software issues and guiding clients to timely resolution in a high-volume SaaS service environment, enhancing client satisfaction.
- Served as dedicated home office contact for key enterprise partner, delivering ongoing support and addressing platform-related needs to ensure seamless operations.
Premium Seating
Comcast Spectator
Philadelphia, Pennsylvania
01.2013 - 08.2013
- Managed premium seating merchandise inventory, ensuring operational efficiency.
- Supported production of Philadelphia Flyers premium suite holder events to enhance client engagement.
- Acted as premium seating sponsor to promote brand engagement during events.
- Conducted client prospecting with Salesforce and print materials, generating qualified leads.
Marketing Intern
Front Row Marketing
Philadelphia, PA
08.2012 - 12.2012
- Developed targeted marketing proposals for prospective naming rights clients, enhancing engagement strategies.
- Conducted business prospecting activities to identify and qualify potential clients, expanding lead generation.
- Performed detailed research to support naming rights requests and proposal development, informing strategic decisions.
- Executed analytical research to provide insights for strategic planning. for ALMS, CAA, Hockey East, and Big East.
Broadcast Intern
Beasley Broadcast
Philadelphia, Pennsylvania
09.2011 - 12.2011
- Assisted with production activities and research for WXTU morning show, contributing to high-quality content delivery.
- Executed event promotions and contests for major Philadelphia market radio stations, increasing audience engagement.
- Supported brand sponsorship initiatives at on-site events, boosting brand visibility.
Education
B.A. - Communications
Cabrini College
Radnor, PA01-2013
Skills
- Onboarding training
- SaaS adoption
- Training program management
- User adoption strategies
- Cross-functional strategy
- Client success management
- Curriculum development
- SaaS onboarding strategy
Education And Recognition
- B.A., Communications, Cabrini College, Radnor, PA, 01/01/09, 12/31/13
- Deans List, Cum Laude
Accomplishments
- 2017 Stevie Awards - "Young Customer Service Professional of the Year"
Timeline
Training Manager
eMoney Advisor
01.2023 - Current
Success Coaching Supervisor
eMoney Advisor
01.2019 - 01.2023
Client Services Supervisor
eMoney Advisor
01.2017 - 01.2019
Client Success Coach
eMoney Advisor
01.2015 - 01.2017
Premium Seating
Comcast Spectator
01.2013 - 08.2013
Client Support Representative
eMoney Advisor
01.2013 - 01.2015
Marketing Intern
Front Row Marketing
08.2012 - 12.2012
Broadcast Intern
Beasley Broadcast
09.2011 - 12.2011
Membership Services Representative
YMCA of Eastern Delaware County
05.2010 - 05.2015
B.A. - Communications
Cabrini College