Overview
Work History
Education
Skills
Websites
Languages
Timeline
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Samantha Morton

San Francisco,CA

Overview

5
5
years of professional experience

Work History

Customer Support Specialist

Silo
San Francisco, CA
06.2022 - Current
  • Designed and implemented self-service systems and process optimization initiatives, creating analytical frameworks that reduced ticket volume by 30% and improved first-contact resolution rates through data-driven improvements
  • Served as analytical liaison between customers and internal teams, maintaining performance metrics that achieved 90%+ CSAT scores while optimizing response time processes to under 10 minutes median
  • Developed and executed customer training programs and enablement strategies, leveraging data analysis to reduce onboarding time by 25% and improve customer proficiency across platform usage and financial processes
  • Created automated weekly reporting systems and analytical dashboards, providing internal teams real-time customer insights and data-driven recommendations for process improvements

Business Development Representative

TripActions
San Francisco, CA
06.2022 - 10.2022
  • Analyzed lead qualification processes and conversion metrics, managing pipeline of 60+ daily prospects while maintaining 45% conversion rate and contributing to revenue optimization strategies that averaged $10,000 per closed deal
  • Collaborated with Account Executives on sales process optimization and data analysis initiatives, implementing strategies that improved lead quality by 20% and increased marketing-qualified lead conversion by 15% through analytical insights
  • Maintained detailed CRM records and pipeline reporting in Salesforce, creating systematic tracking processes that improved forecasting accuracy and enabled leadership to make data-driven decisions on territory and resource allocation

Sales Development Representative

Sama
San Francisco, CA
08.2021 - 06.2022
  • Drove analytical approach to lead generation and account expansion, achieving 25% growth in sales-qualified leads and 30% revenue increase from existing accounts through data-driven relationship management with enterprise AI leaders
  • Developed and maintained content creation systems and performance tracking for AI/ML newsletters, contributing to 95% client retention rate through analytical content strategy and engagement metrics
  • Managed conference lead generation and conversion tracking across 10+ industry events, generating 50+ qualified leads with 25% conversion rate through systematic follow-up processes and performance analysis
  • Collaborated with VP of Sales on market research and go-to-market strategy development for new medtech vertical, conducting competitive analysis and strategic planning that ensured successful market entry

Sales Development Representative

LRNR
San Francisco, CA
10.2020 - 07.2021
  • Engineered comprehensive customer health scoring system that identified at-risk accounts 60 days earlier, resulting in 95% retention rate and $480K in preserved revenue
  • Orchestrated seamless onboarding journeys and implementation playbooks for 20+ enterprise clients, reducing time-to-value by 45% and accelerating product adoption rates by 65%
  • Executed quarterly business reviews that uncovered expansion opportunities, directly contributing to $350K in additional ARR through strategic upsells and cross-sells
  • Championed voice-of-customer initiatives that translated critical user feedback into product roadmap priorities, resulting in 3 feature enhancements that boosted platform adoption by 35%

Education

Bachelor's Degree - Psychology

Keiser University
Florida
12.2019

Skills

Customer Success: Account Management, Customer Health Scoring, Onboarding Strategy, Churn Prevention, Expansion & Upselling, Customer Advocacy, Renewal Management, Success Planning

Technical: Salesforce, HubSpot, Zendesk, Google Workspace, Asana, Intercom, Excel/Google Sheets, Linear, Datadog

Communication: Stakeholder Management, Executive Presentations, Cross-functional Collaboration, Customer Training & Enablement, Conflict Resolution

Analytical: Data Analysis, Customer Metrics & KPIs, Reporting & Dashboards, Predictive Analytics, A/B Testing

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Timeline

Customer Support Specialist

Silo
06.2022 - Current

Business Development Representative

TripActions
06.2022 - 10.2022

Sales Development Representative

Sama
08.2021 - 06.2022

Sales Development Representative

LRNR
10.2020 - 07.2021

Bachelor's Degree - Psychology

Keiser University

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Samantha Morton