Samantha Snively

Designed plans to improve data and suggested changes to systems and business process for Sales and Operations teams. Worked across teams with front line data owners to improve or establishing business standards and create automation to support.
• Established a standardized definition and automation for classifying where in the lifecycle an account is.
• Worked across teams to stablish a reliable source for an account's sales channel out of an unused and inaccurate field.
• Created a field and process where Sales members could note account ownership without having to submit a SalesOps case to correct it
• Created a safe process to assess and delete account fields eligible for deletion

• Defined and created fields for a new process for the Territory Team to improving carving accounts

• Worked with product owners to better utilize the Address Tools product to eliminate Country names in an incorrect format

Presented business leaders with estimations to lead large scale cleanups data across the business and propose improved processes.

• Developed flowcharts and diagrams to describe and track data quality issues that affected our Adoption Index
• Working across teams, established requirements and developed tailored methodology to do mass cleanup of account data issues on a weekly to monthly basis.
• Lead large scale cleanup exercised within and with teams across the org that fixed the data of thousands of accounts.
• Partnered with the Case Queue team to create a case taxonomy and a business process so CRMs to submit cases for issues with their Adoption Index Score.

Ran internal audits regarding quality management and ad hoc analysis to help correct issue with the adoption index score. Alerting leadership about trends in data issues so they could alert relevant teams to create system fixes.

• Ran manual fixes of know data issue fixing 2k accounts a day
• Armed leadership with the knowledge to fix major data/systems issue directly affecting customer access to the product that affected over 1 million customers
• Created content on the ongoing data issues, instructions on how to fix them, and field definitions that was shared within team and across the company
• Established a Customer Service Case Classifying Taxonomy that was easy for reps to use and provided Customer Success with much more information to establish customer trends

Working for DocuSign Customer Success team, performed recurring and ad hoc analyses to identify root causes of a trend within Customer Success.

• Classified 480 Sales ops cases per day to help build the structure of a new Customer Service Case Taxonomy
• Create and maintain metrics dictionary along with FAQ within Customer Success
• Providing improved labeling for customer service cases in the taxonomy workbook and suggestions for future taxonomy system.
• Work with Sales and Customer Service to understand customer cases and common pain points.