Rebecca Doles
Cleveland,Ohio
Summary
Driven Customer Success Manager with a proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Braintrust Tutors
New York, NY
10.2023 - 05.2024
- Successfully handled and grew a $1M customer base, adding 15 new accounts
- Communicated effectively with school district leadership during onboarding to ensure prompt collection of rosters and data for efficient tutor engagement matching.
- Maintained regular check-ins for effective engagement launch
- Achieved effective and efficient issue resolution through swift routing of relevant information and tech queries via SLACK.
- Maintained regular oversight of account metrics, recording all observations in Hubspot every two weeks.
- Recorded customer interactions and discussions in Hubspot
- Prepare impact reports based on post-engagement data analysis
PD Operations Scheduler
Amplify
Brooklyn, NY
03.2023 - 10.2023
- Efficiently handled diverse scheduling requirements for professional development sessions, including logistics gathering and communication with relevant internal teams
- Updated and maintained Salesforce records for customers and sessions in compliance with SLA's on a consistent basis.
- Maintained efficient communication with stakeholders by utilizing Salesforce and other systems for reporting the status of PD scheduling
- Streamlined scheduling procedures through skillful use of Salesforce, emphasizing precision.
- Exemplary track record of exceeding expectations by consistently achieving a flawless 100% accuracy in meeting scheduling KPIs across three areas.
- Confirmed professional development sessions and details with school leaders at various levels.
- Applied exceptional administrative and organizational proficiencies to ensure timely completion of assigned tasks, surpassing set expectations.
- Effectively handled a high-volume of work by organizing and scheduling tasks with approaching deadlines
- Skillfully handled escalated situations from customers and employees (trainers), ensuring timely resolutions.
Customer Success Manager
PerformYard
Arlington, Virginia
04.2022 - 02.2023
- Successfully handled an $800K ARR Book of Business, ensuring seamless onboarding for 15-20 customers and providing ongoing support to 60-70 established customers.
- Established trusting partnerships with colleagues and customers.
- Ensured successful onboarding for all new accounts, achieving target implementation timeframe
- Leveraged a collaborative approach to assist customers in optimizing their performance management processes within the software.
- Coordinated weekly meetings with newly boarded customers
- Established frequent touchpoints including yearly as well as monthly/quarterly meetings with valued recurring clients, creating better relationships and improving our ability to retain their business.
- Supported customers in maintaining momentum and achieving desired outcomes during the implementation process
- Demonstrated strong teamwork skills by efficiently coordinating efforts across departments including Sales, Product, and Marketing.
Professional Learning Instructor
Illuminate Education
Irvine, California
02.2022 - 04.2022
- Deliver high-impact, engaging professional learning sessions on eduCLIMBER, a platform for MTSS collaboration and management.
- Fostered constructive connections with key district authorities and decision-makers
- Assisted educators in implementing effective assessment and data practices.
- Collaborated with district leaders, actively listening to their concerns and presenting impactful solutions that showcased how the product could enhance their ability to make data-driven decisions.
Educator & Department Chairperson
Shaker Heights Schools
Shaker Heights, Ohio
08.2015 - 12.2021
- Implemented successful strategies to accomplish the district's strategic objectives.
- Delivered impactful multi-platform presentations using G-Suite and Canva technologies.
- Utilized different training methods to effectively deliver materials in diverse settings including large groups, small groups, and one-on-one sessions.
- Encouraged cohesive working of team members for achieving common objectives.
- Acknowledged employees' efforts and successes in meeting their goals
- Successfully led initiatives resulting in sustained growth for 95% of program participants annually during the period spanning Autumn through Spring
Educator & Vertical Alignment Liaison & Sunshine Committee Leader
Euclid City Schools
Euclid, Ohio
01.2012 - 07.2015
Education
Masters of Education (M.A.) - Curriculum and Instruction
American College of Education
Indianapolis, IndianaBachelors of Science in Education (B.A.) - Education
Kent State University
Kent, OhioSkills
- Customer Account Management
- Strategic Planning
- Schedule Management
- CRM Software
- Account Updates
- Strategic communications
- Training and mentoring
- Customer Relations
- Customer Service
- Customer Relationship Building
- Report Analysis
Certification
Google Level 1 Certification
Timeline
Customer Success Manager
Braintrust Tutors
10.2023 - 05.2024
PD Operations Scheduler
Amplify
03.2023 - 10.2023
Customer Success Manager
PerformYard
04.2022 - 02.2023
Professional Learning Instructor
Illuminate Education
02.2022 - 04.2022
Educator & Department Chairperson
Shaker Heights Schools
08.2015 - 12.2021
Educator & Vertical Alignment Liaison & Sunshine Committee Leader
Euclid City Schools
01.2012 - 07.2015
Masters of Education (M.A.) - Curriculum and Instruction
American College of Education
Bachelors of Science in Education (B.A.) - Education
Kent State University