Nicole Izen

Results-driven Customer Success Manager skilled in managing high-volume SaaS portfolios and enhancing product adoption. Expertise in customer onboarding, utilization increase, churn risk identification, and retention strategy development. Capable of analyzing customer data and collaborating with Sales, Product, Support, and Operations to achieve outstanding outcomes.

• Revamped Blend Realty's post-sales protocols and customer retention strategies, leading to 7% conversion increase within initial six weeks. Streamlined Blend Closing's operation processes to double productivity within 12 weeks.
• Initiated Redfin's groundbreaking Listing Concierge Service program, first and only profitable side-sell initiative, creating policies and procedures that focused on scalability, swiftly expanding to a team of 13 operating in six states.
• Successfully executed high-profile events, including SpaceX Rocket Launch Party and the Oscars After Party, with flawless precision.

• Account Manager and Onboarding Specialist, Blend Realty, San Francisco, CA, 01/01/21, 12/31/24, Orchestrated team's dominance in conversion metrics across consecutive quarters, catalyzing revenue expansion and bolstering company's market prominence., Coordinated dynamic recruitment, training, and mentorship of new accounts, nurturing lasting and collaborative partnerships to drive sustainable success., Revamped onboarding protocols, focusing on scalability and expansion to meet projected growth and volume., Developed and executed cutting-edge customer retention strategies and follow-up protocols, leading to a substantial increase in conversion rates and consistently outperforming team objectives., Crafted comprehensive templates, policies, and procedures that transformed lead nurturing across entire customer life cycle that resulted in maximizing lead-to-customer conversion rates and adopting as team's new benchmark, fostering heightened productivity and customer satisfaction., Maintained #1 position on this team in terms of customer health scores, retention and renewals.
• Assistant Manager, Contemporary Catering, Los Angeles, CA, 01/01/17, 12/31/20, Directed seamless execution of large, high-profile events, ensuring every detail met the high-end expectations of clientele., Cultivated strong relationships with on-site facility personnel and ensured compliance with venue-specific regulations., Spearheaded cross-functional cooperation between kitchen and floor supervisors, leading to seamless meal service and elevated customer satisfaction levels., Created rigorous pre-event planning procedures, enabling successful catering operations in remote and resource-scarce locations, often overcoming unforeseen obstacles with creative problem-solving., Succeeded in delivering intricate projects within strict deadlines and budgetary constraints, while meeting demanding expectations, and stringent deadlines., Gained exclusive clearance to enter secure facilities housing valuable assets and high-profile individuals, demonstrating reliability, responsibility, and discretion in handling sensitive situations.
• Account Project Manager, Redfin, Los Angeles, CA, 01/01/17, 12/31/20, Spearheaded the development of a thriving concierge pilot program, collaborating closely with agents, sellers and outside vendors to optimize homes for listing., Formulated policies and procedures, resulting in 15% decrease in pre-listing preparation time and achieving sales prices exceeding 10% above the list price., Established and grew a dependable vendor network spanning multiple trades, guaranteeing access to top-quality materials and services at competitive rates., Ranked in top three performers for converting prospects into loyal clients, contributing to remarkable 30% expansion of client base., Attained fast track promotion from Sales Support Agent to the Listing Prep Specialist for consistently outstanding performance.
• Sales Support Agent / Tour Coordinator, Redfin, Los Angeles, CA, 01/01/13, 12/31/17, Responsible for handling new customer inquiries and successfully nurturing leads over long periods of time., Consistently ranked among the top three performers in converting prospects into loyal clients, leading to a 13% growth in the client base., Consistently performed in the top 3 for KPI's and other performance indicators., Collaborated cross-functionally with engineering to improve operational processes that increase productivity, customer satisfaction, and scalability.
• Hospitality Concessions Manager, University of San Diego, San Diego, CA, 01/01/09, 12/31/12, Oversaw dynamic and high-pressure event environments., Anticipated and resolved equipment malfunctions, product shortages, and operational challenges, guaranteeing uninterrupted service and sustaining high customer satisfaction levels throughout entire season., Improved relationships with internal departments through cultivation of open communication and mutual understanding., Overcame previous barriers, leading to enhanced cooperation and heightened efficiency in orchestrating parking, deliveries, and food station setups, ultimately elevating overall game-day experience., Directed diverse team of concessions staff, fostering positive and inclusive work culture., Leveraged historical attendance data to predict concession demand for upcoming games, enabling precise menu planning, product procurement, and staffing strategies., Optimized operations and reduced waste, yielding notable 15% decrease in overhead costs., Implemented efficient scheduling system that optimized staff deployment and effectively reduced overtime costs. Acknowledged for cultivating cohesive team, contributing to decrease in staff turnover.