Rachel Glover
San Francisco,California
Summary
A results-driven Senior Manager with expertise in process development, optimization, and project planning, aiming to drive efficiency and achieve measurable outcomes. Dedicated to fostering a positive work culture that empowers teams and cultivates strong interpersonal relationships.
Overview
12
12
years of professional experience
Work History
Senior Manager of Customer Success
Homebridge
11.2022 - Current
- Played a pivotal role in developing and optimizing the operations of the career pathways program, driving excellence through streamlined processes and best practice implementation.
- Recruited and oversaw a team of four dedicated to managing all customer support inquiries, effectively handling over 45,000 Zendesk tickets with a focus on efficiency, accuracy, and empathy.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
Global Manager of Customer Experience
Udacity
10.2020 - 08.2022
- Led a team of 8 to define, maintain, and optimize customer experience and quality assurance.
- Managed quarterly OKRs and KPIs, tracking progress and communicating updates through weekly reports and business reviews.
- Initiated weekly meetings with product, engineering, and content teams to manage the impact of updates and launches.
- Developed and implemented a system across 6 teams to prioritize, track, and escalate customer issues across three GTMs.
Lead Learning Technologist
Udacity
10.2017 - 10.2020
- Orchestrated weekly sprints to meet project deadlines and align with company KPIs.
- Increased team visibility through regular reports, public project schedules, and updates.
- Analyzed data to prioritize initiatives that enhance customer engagement and retention.
Marketing and Account Management
Maptote
02.2012 - 09.2017
- Developed B2B sales website to enhance communication, order tracking, and facilitate growth.
- Implemented standardized customer service guidelines.
- Managed wholesale accounts from supply chain logistics to customer relationships.
- Crafted brand identity, marketing strategy, and aligned communications and social presence with the brand.
Education
Bachelor of Arts - Communications - Marketing - Art History
Clark University
Worcester, MA2010
Skills
- Project Management
- Process Optimization
- Cross-functional Collaboration
- Effective Communication
- Organizational Culture Development
- Creative Problem-Solving
- Team Leadership
- Results-Driven Approach
- Attention to Detail
- Adaptability
- Prioritization
- Enthusiasm
- Empathy
Timeline
Senior Manager of Customer Success
Homebridge
11.2022 - Current
Global Manager of Customer Experience
Udacity
10.2020 - 08.2022
Lead Learning Technologist
Udacity
10.2017 - 10.2020
Marketing and Account Management
Maptote
02.2012 - 09.2017
Bachelor of Arts - Communications - Marketing - Art History
Clark University
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