Summary
Overview
Work History
Education
Skills
COMMUNITY SERVICE
Timeline
Hi, I’m

SHELBY LOOKABILL

Asheville,NC
SHELBY LOOKABILL

Summary

Experienced Customer Success Leader with stellar track record of building and maintaining durable, profitable client relationships through proactive communication and critical thinking. Problem solver and team leader focused on business growth, integration, and long-term operational efficiency in client-centric organizations. Uses proactive management and sound judgement to positively impact client and organizational success.

Overview

4
years of professional experience

Work History

OnFrontiers

Director, Client Experience
07.2022 - 03.2023

Job overview

  • Built and executed foundation for first Client Experience program, and it's cross-team processes, in early stage start up - including proprietary Customer Journey Map, Client Support ticketing system, Customer Success tool, and health scoring insights.
  • Grew client engagement from 7% to 94%, saved NRR from projected 40% to 81%, and moved amount of accounts in Active Recovery (red) from 80% to 12% in 5 months.
  • Optimized operational processes through market research and implementation of CS tool, SmartKarrot, to provide data driven client insights, address client specific trends/metrics, and move away from purely reactive Customer Success.
  • Partnered with client stakeholders - from BDRs to CEOs - creating individualized customer success plans, modeled around client specific business goals, to ensure growing platform adoption, positive ROI, and direct feedback for sales and marketing initiatives.
  • Established departmental and individual team performance goals and continually adapted to serve underperforming areas and team members.
  • Leveraged professional networks and industry knowledge to strengthen client relationships, and re-establish connection with unresponsive contacts.
  • Motivated CX team members with active listening, proactive communication, strong departmental process, and productive team engagement.
  • Spearheaded innovative approaches to resource allocation and strategic planning for clients, and our own customer success team, in economic hardship.

Evisort

Senior Customer Success Manager - Enterprise
12.2021 - 07.2022

Job overview

  • Partner with key legal stakeholders and executives across 15 of Evisort’s most strategic clients to drive adoption of the platform and evolve use case through QBRs, weekly cadences, executive innovation sessions, platform demos, and customer centric enablement plans
  • United Customer Experience teams, such as Solutions and Support, to address evolving business needs including support tickets, developing and updating project plans, advocating for product requests, running QA, and managing implementation
  • Built and directed onboarding program for all new Customer Success Managers across organization; trained 5 new team mates; mentored CSM’s on Evisort platform, client management, internal process, and assisted in escalations
  • Engaged marketing in 15 cross-team projects to identify common client questions and grievances, then create marketing collateral to be distributed by CSM’s as an action plan
  • Structured client feedback loop with internal product team to connect with enterprise stakeholders and inform features and UX roadmap

ZL Technologies Inc

Team Lead
07.2021 - 12.2021

Job overview

  • Wrote and administered new 5 week onboarding program for Customer Success team; helped other team leads implement my material into their onboardings
  • Developed client tracking portal in CRM Hubspot and implemented usage across Sales,
  • Marketing, and Customer Success
  • Conducted interview and hiring process for 3 new team members; cultivated an inclusive and collective team atmosphere through socratic weekly meetings, 1:1’s, and bilateral growth
  • Collaborated with 17 other team leads to outline and enact over 100 processes and best practices, increasing internal productivity and communication

ZL Technologies Inc

Enterprise Customer Success Manager
08.2019 - 07.2021

Job overview

  • Piloted 12 accounts; managing customer-facing processes including technical support, product enhancements, product upgrade, and product up-sell
  • Excelled in all-around client management through open channels of communication; identifying both internal and external discrepancies while exercising mediation and prompt problem solving
  • Engaged in numerous on-premise projects, as well as Saas model offering initiatives
  • Presented platform capabilities and roadmap to executive members within 10 client organizations
  • Organized and conducted product training for 12 large corporations targeting both end user and system admin workflow

Education

University of North Carolina At Charlotte
Charlotte, NC

Bachelor of Arts from Sociology - Organizations, Occupations, And Work
12.2018

University Overview

  • Minor - Women's and Gender Studies
  • UNCC Pillar Character Award - Selflessness

Skills

  • Proactive Project Management
  • Critical Problem Solving
  • Active Listening
  • Company Leadership
  • Client Relationship & Account Retention
  • Socially Perceptive
  • Written Communication
  • Public Speaking
  • Google Suite/MS Office - CRMs (SalesForce, Hubspot) - CS TOOLS (ChurnZero, SmartKarrot, Gainsight)

COMMUNITY SERVICE

BROKEN ARROW RANCH April 2020 - Present

  • Director of Equine Therapy

HUMANS FOR JUSTICE - CHARLOTTE August 2017 - September 2018

  • Founding Member; VP Community Service

RONALD MCDONALD HOUSE CHARITIES May 2016 - January 2019

  • House Lead

Timeline

Director, Client Experience

OnFrontiers
07.2022 - 03.2023

Senior Customer Success Manager - Enterprise

Evisort
12.2021 - 07.2022

Team Lead

ZL Technologies Inc
07.2021 - 12.2021

Enterprise Customer Success Manager

ZL Technologies Inc
08.2019 - 07.2021

University of North Carolina At Charlotte

Bachelor of Arts from Sociology - Organizations, Occupations, And Work

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SHELBY LOOKABILL