Nicole LoBello
Jersey City,NJ
Summary
Experienced customer leader and problem-solver dedicated to streamlining operations to achieve net retention and gross retention goals. Passionate about the client experiene and building relationships to achieve success together.
Overview
6
6
years of professional experience
Work History
Manager of Customer Success, North America (SMB)
Yotpo
10.2022 - Current
- Responsible for leading the SMB Team of 8 CSMs responsible for a $12.5M annual portfolio
- Achieve quarterly Net Retention & Logo Retention targets (88% & 84%) through effective coaching, strategy & execution
- Present on key data points related to team performance, churn trends, and customer feedback
- Identify areas of opportunity to better improve the customer journey and improve net retention/CSAT scores
- Act as the point person for customer escalations and feedback sessions to continue optimizing the client experience
- Responsible for developing and optimizing existing CS playbooks to reduce churn, maximize value and drive efficiency
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
Director of Customer Onboarding & Implementation
Ceros
12.2020 - 10.2022
- Led a team of 10 Onboarding Managers and two Team Leads across the Mid-Market & Enterprise segments
- Responsible for a portfolio of 200 new annual accounts paying average $43K ACV
- Consistently met launch/go live target of 84% quarter over quarter
- Developed a new customer onboarding journey to drive higher conversion from pilot to subscription customers
- Led cross-functional teams to exceed benchmarks for SLA delivery
- Improved project efficiency with strategic planning, resource allocation, and time management best practices
Senior Account Manager
Ceros
11.2018 - 12.2020
- Acted as the strategic advisor to 20 annual customers in the Enterprise segment with a specialization in B2B tech and manufacturing
- Consistently met goal of 85% conversion through effective project management, strategy and product adoption
- Held weekly training and optimization calls to ensure strong platform adoption
- Responsible for running Business Reviews with C-suite executives to present on key value points and growth opportunities
- Served as the point-person for feedback and collaborated closely with Product, Support and Sales to provide value at all touchpoints
Education
B.A. - Communication Studies
THE UNIVERSITY OF ALABAMA
Tuscaloosa, AL05.2017
Skills
- Team Leadership
- Strategic Planning
- Cross-Functional Teamwork
- Performance Management
- Analytical Thinking
- Contract Negotiation
- Salesforce Management
- Hiring and Training
References
Michael Estroff
VP of Revenue, Ceros
Contact: michaelestroff@ceros.com
Ellery Shawyer
Director of Customer Success, Yotpo
Contact: 616-822-6841
Timeline
Manager of Customer Success, North America (SMB)
Yotpo
10.2022 - Current
Director of Customer Onboarding & Implementation
Ceros
12.2020 - 10.2022
Senior Account Manager
Ceros
11.2018 - 12.2020
B.A. - Communication Studies
THE UNIVERSITY OF ALABAMA
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