Moriah Burke
Gaithersburg,MD
Summary
Results-driven Enterprise Customer Success Manager with 6+ years of experience in building and maintaining strong client relationships. Proven track record of driving customer satisfaction, retention, and revenue growth within Fortune 500 companies. Expertise in account management, strategic planning, and cross-functional collaboration to drive success for enterprise customers.
Overview
9
9
years of professional experience
Work History
Customer Success Manager, Content Management Systems
Optimizely
02.2022 - Current
- Manage mid-market and enterprise with a revenue range of 1M - 1B
- Less than 4% churn throughout tenure, 115% net and gross retention rate
- Drove a 10% increase in adoption rate of our product suite by actively advocating beneficial features to users
- Create success plans for customers and positively influence to ensure adoption, expansion and loyalty
- Project manage data center deployment for customers to migrate to Optimizely cloud platforms
- Managed and collaborated on the Optimizely CMS for enterprise accounts to ensure consistent and user-friendly digital experience
- Collaborate with Optimizely's data ecosystem
- Facilitate workshops on best known practices around sponsorship, governance, adoption, platform maturity, and adoption techniques
- Partner closely with Account Executives and Project Managers to drive value on shared accounts and mitigate renewal risk
- Drive escalation of client issues and project manage the customer issue through resolution
- Train a team of 2 renewal specialists on how to navigate Gainsight and Salesforce to improve account data and streamline workflow.
Customer Success Manager, Enterprise
EVERFI
10.2019 - 01.2022
- Manage the relationship between EVERFI and professional sports partners such as MLB, and NHL
- Event planning and execution for K-12 educational programs and enterprise accounts
- Drive digital marketing campaign planning and execution to strengthen brand awareness for our partners
- Proactively managed $350k BoB, closed additional $35k end of 2021
- Deliver marketing assets, metrics, and impact reports for customers/partners
- Upsell sports partners on educational programs to implement in their local area.
Customer Success Manager
Gartner
10.2018 - 10.2019
- Top rep, ranked #2 company-wide for Q2 on retention and engagement
- Maintained a book of over $450,000 worth of business and developed new customer training sessions, conducted webinars, and workshops for new clients
- Collaborated with C-level executives to foster 5% increase in customer loyalty
- Generated market research to identify business trends, provide business updates to existing clients, and conduct customer feedback in order to discover potential areas of improvement.
UberEATS Account Manager/ Client Service
Uber
09.2016 - 11.2017
- Helped launch project focusing on market data analysis and territory trends for future expansion
- Gained net new accounts (50 restaurants/month) expanding company into Sacramento and Fresno
- Collaborated with managers on marketing ideas to bring more awareness to the Tier 2 & 3 restaurants.
Case Specialist for Spine and Biologics
Medtronic
05.2016 - 09.2016
- Clinical technician for spine implants and devices used in degenerative and deformity procedure
- Team generated over $800k of revenue in spine implants
- Presented new technology systems with operating room staff: scrub techs, nurses, and surgeons.
Surgery Specialist (Contract)
Stryker
04.2015 - 05.2016
- Specialized in selecting correct CT/MR studies for radiology and provided training on navigation system
- Assisted in closing $240k quarterly in service contracts with Ortho account for renewals
- Clinical Technician for Navigation system that is used in Neuro, Orthopedics, and ENT Cases
- Demonstrate and give in-services to different accounts on systems upgrades and instrumentation
- Manage all repairs and replacements at assigned accounts
- Assist scrub technicians and radiology technicians to calibrate instrumentation.
Education
Bachelors of Science in Mass Communication -
Towson University
06.2014
Skills
- MS Suite
- Tableau
- Salesforce
- Content Management Systems (Optimizely)
- Gainsight
- Zendesk
- PowerBI
- Okta
- Sharepoint
- Airtable
- Marketo
- Google Analytics
- Delivra
Timeline
Customer Success Manager, Content Management Systems
Optimizely
02.2022 - Current
Customer Success Manager, Enterprise
EVERFI
10.2019 - 01.2022
Customer Success Manager
Gartner
10.2018 - 10.2019
UberEATS Account Manager/ Client Service
Uber
09.2016 - 11.2017
Case Specialist for Spine and Biologics
Medtronic
05.2016 - 09.2016
Surgery Specialist (Contract)
Stryker
04.2015 - 05.2016
Bachelors of Science in Mass Communication -
Towson University
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