Summary
Overview
Work History
Education
Skills
Timeline
Generic

Samantha Copeland

Atlanta,GA

Summary

Program Manager with extensive expertise in driving growth and operational efficiency in marketing and onboarding functions. Adept at strategic partnerships, process optimization, and enhancing customer experiences, with a strong focus on innovative methodologies and data-driven decision making.

Overview

11
11
years of professional experience

Work History

Program Manager, Marketing Operations

SQUIRE
Remote
01.2023 - Current
  • Boosted new marketing demand by 40%, maintaining a lead-to-opportunity conversion rate above 15%.
  • Generated $1.7M in marketing-sourced pipeline in 2H 2023, with $1.1M closed-won deals.
  • Owned marketing technology infrastructure and implementation of all email marketing, targeting new leads, existing leads, and former customers.
  • Simplified customer and new hire swag inventory process, improving efficiency.
  • Collaborated with leadership on new business ventures, optimizing marketing campaigns and operations.

Program Manager, Onboarding Operations

SQUIRE
Remote
02.2022 - 01.2023
  • Served as the interim Onboarding manager , ensuring seamless operations and team cohesion while a replacement was found.
  • Developed and documented a customer onboarding process, enhancing consistency and customer satisfaction.
  • Implemented ChurnZero to support customer journey, reducing churn and improving engagement.
  • Supported the architecture of operations processes for churn mitigation, refund approvals, and customer equipment logistics.

Manager of Implementation

ServicePro, A ServiceTitan Company
Remote
07.2021 - 01.2022
  • Oversaw 30 team members across three Onboarding teams, managing $744,000 ARR and guiding up to 100 customer onboardings concurrently.
  • Streamlined processes for capacity tracking, customer backlog, and cycle times, improving operational efficiency.
  • Centralized and standardized training tasks and lesson plans, enhancing new hire onboarding effectiveness.
  • Collaborated with Sales to forecast and allocate resources for new logo pipeline, ensuring alignment with business goals.

Enterprise Project Engineer

ServiceTitan
Atlanta, GA
09.2020 - 07.2021
  • Managed onboarding for $2.4M ARR enterprise accounts, ensuring seamless integration and satisfaction.
  • Leveraged customer data to develop tailored workflows, enhancing operational efficiency and client success.
  • Maintained proactive communication with client Onboarding Project Managers, fostering strong partnerships.
  • Facilitated smooth integration of new Project Engineering team into existing Onboarding infrastructure.

Senior Training Specialist

ServiceTitan
Atlanta, GA
04.2018 - 09.2020
  • Led software training for 150+ clients, enhancing utilization across SMBs to enterprise levels.
  • Developed engaging training content, optimizing operations and supporting growth goals.
  • Maintained training materials, achieving a consistent NPS score of 80.
  • Managed training for the company's largest client, overseeing 400+ licenses and $60,000 CMRR, ensuring effective implementation.

Trainer, Regional and Employee Development

DISH Network
Denver, CO
01.2015 - 04.2018
  • Facilitated sales training for individual businesses and large groups
  • Boosted call center preparedness via innovative training methodologies
  • Drove employee development projects, including cross-training and certification programs

Inside Sales Account Manager

DISH Network
Suwanee, GA
05.2014 - 01.2015

Native English Teacher

English Program in Korea
Daejeon, South Korea
02.2013 - 02.2014

Education

Bachelor of Arts - Sociology

Georgia State University
Atlanta
05.2011

Skills

  • Salesforce
  • Asana
  • Marketo
  • G-Suite
  • Microsoft 365
  • Google Analytics
  • Webflow
  • Problem-Solving
  • Project Management
  • Process Improvement

Timeline

Program Manager, Marketing Operations

SQUIRE
01.2023 - Current

Program Manager, Onboarding Operations

SQUIRE
02.2022 - 01.2023

Manager of Implementation

ServicePro, A ServiceTitan Company
07.2021 - 01.2022

Enterprise Project Engineer

ServiceTitan
09.2020 - 07.2021

Senior Training Specialist

ServiceTitan
04.2018 - 09.2020

Trainer, Regional and Employee Development

DISH Network
01.2015 - 04.2018

Inside Sales Account Manager

DISH Network
05.2014 - 01.2015

Native English Teacher

English Program in Korea
02.2013 - 02.2014

Bachelor of Arts - Sociology

Georgia State University
Samantha Copeland