Shalyn Roberts
Hurricane,UT
Summary
Accomplished Customer Success and Sales Operations expert with extensive knowledge in CRM and system administration (Salesforce, Salesloft, Chili Piper, Gong, Outreach). Proven expertise in contract management, conflict resolution, data-driven decision-making, and process optimization. Dedicated to enhancing workflows and promoting cross-functional collaboration to drive business impact and customer success.
Overview
11
11
years of professional experience
Work History
Customer Success Manager 2
Podium
12.2024 - Current
- Served as the primary post-sales contact for Auto-OEM customers, driving adoption and utilization of Podium’s products.
- Aligned product capabilities with dealership and OEM business objectives to maximize value and retention.
- Identified opportunities for upselling and cross-selling within existing accounts to drive revenue growth.
- Proactively managed renewals, ensuring high customer retention and satisfaction.
- Acted as a strategic advisor, addressing customer challenges and advocating for product improvements based on industry needs.
Field Customer Success Manager
Podium
09.2023 - 12.2024
- Maintained client relationships through on-site visits, onboarding/training, account management, and issue resolution
- Managed a book of 400+ accounts with a combined ARR of $3.2M, consistently exceeding retention targets under 2%
- Collaborated cross-functionally to ensure customer success and business growth
- Negotiated contract terms and agreements with customers
Sales Operations System Specialist
Podium
01.2023 - 08.2023
- System administrator for Salesloft, Chili Piper, Gong, and Outreach
- Fixed Salesforce errors for the Sales Organization, improving efficiency
- Piloted & implemented Salesloft across the sales team
- Partnered with the Business Applications Team to optimize Salesforce usage
Sales Operations Data Coordinator
Podium
05.2022 - 01.2023
- Resolved Salesforce issues for the Sales Organization daily
- Managed onboarding/offboarding of Sales employees
- Led multiple sales team reorganizations
- Trained Reps, Team Leads, and VPs on operational systems
Business Account Executive
Utah Grizzlies
09.2021 - 03.2022
- Generated business revenue through prospecting, cold calling, and face-to-face sales
- Provided superior customer service to ticket holders and prospects
- Assisted with Group Sales and ran intermission performances
Top Buyer Support Representative
StubHub
01.2021 - 09.2021
- Delivered exceptional service to Top Buyers, VIP customers, and Concierge services, resolving issues and ensuring a seamless experience.
- Managed inbound/outbound support, assisting existing customers and driving new revenue programs like VIP services.
- Advocated for fans by consistently exceeding service expectations.
- Overseen account retention, recovery, and long-term customer satisfaction.
- Supported national events through on-site sales, service, and operations.
- Consistently exceed performance metrics, earning recognition from leadership, including selection for on-site training in Jamaica.
- Played a key role in VIP team operations, ensuring smooth execution of events and projects.
- Flexible with overtime to support customers, colleagues, and leadership.
Workforce Management Real-Time Consultant
StubHub
11.2017 - 09.2021
- Monitored contact center performance, making real-time staffing adjustments to meet service goals
- Optimized resource efficiency through real-time monitoring tools and workforce management techniques
- Tracked and escalated system issues while providing reallocation recommendations to leadership
Customer Experience Specialist
CastleBranch
05.2014 - 11.2017
- Provided client education on Background Check and Drug Testing procedures, as well as clinical compliance requirements for Medical and Nursing students.
- Managed accounts with a focus on customer retention and account recovery.
- Assisted clients in interpreting applicant Background Check and Drug Test results, enabling employers to make informed hiring decisions while mitigating legal risks and improving productivity.
- Oversaw a caseload of 500+ University and College programs nationwide.
- Led customer conference calls, organized educational webinars, and conducted onsite client visits to drive satisfaction and retention.
Education
Bachelor of Science - Exercise Science
Utah State University
Logan, UT05-2014
Skills
- Customer Success & Account Management
- Sales Operations & Revenue Enablement
- CRM & System Administration (Salesforce, Salesloft, Chilipiper, Gong, Outreach)
- Contract Management & Negotiation
- Data Analysis & Reporting
- Process Optimization & Training Development
- Cross-Functional Collaboration
Timeline
Customer Success Manager 2
Podium
12.2024 - Current
Field Customer Success Manager
Podium
09.2023 - 12.2024
Sales Operations System Specialist
Podium
01.2023 - 08.2023
Sales Operations Data Coordinator
Podium
05.2022 - 01.2023
Business Account Executive
Utah Grizzlies
09.2021 - 03.2022
Top Buyer Support Representative
StubHub
01.2021 - 09.2021
Workforce Management Real-Time Consultant
StubHub
11.2017 - 09.2021
Customer Experience Specialist
CastleBranch
05.2014 - 11.2017
Bachelor of Science - Exercise Science
Utah State University
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