Sierra Burrier
Dallas
Summary
Dynamic RPM of Major Accounts with a proven track record in CS, technical skills, and operations management. Expert in AI consulting and project management, achieving high retention rates and leading impactful initiatives. Recognized for driving significant churn prevention, customer results, and fostering team engagement through effective leadership and strategic insights.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Regional Performance Manager / Major Accounts
Impel
04.2025 - Current
- Managing a multi-regional territory, in a hyper growth $1 billion valuation org, of ~$5M ARR, ~10 Major Groups, ~150 rooftops - high leading retention rate, requiring 70% travel, largely AI consulting for specific business needs, and focused on connecting departments to understand, and adopt customers to the tools, or tools to the customer where applicable.
- Lead trainer and technical resource for the department, leading regular highly attended training, coaching, and technical solutions calls for the Performance Management Department.
- Serving one of the department’s Product SME’s, Service & Fixed Operations, Sales - AI, Marketing Analytics, Merchandising.
- Nominated three times as Storm Chaser and once as Heart of the Company for outstanding contributions.
- Maintained strong customer relationships - recognized as customer and relationship leader.
- Cancel saved various customers at a high success rate in new territory when taking over churn from the prior owner.
- Implementing new practices for customers and internal teams, company wide, dispersed to enhance product adoption, added in nearly all pilot launches, having led some from the PM side, including our Agentic tool.
- Actively lead committees focused on diversity, equity, inclusion, and professional development initiatives.
- Automotive Artificial Intelligence / B2B SaaS / Ad Technology (2022-Current)
Customer Success Manager / Field Team
Impel
01.2025 - 04.2025
- Managing a multi-regional territory of ~$3M, requiring 40% travel.
- Frequently participating in product pilot programs, providing valuable feedback for product development.
- Consistently achieving a high cancel-save rate, assisting the full Performance team in customer retention efforts.
- Spearheaded the company-wide Ad Tech cohort reporting initiative, leading to significant churn prevention, expansions, and cancel saves totaling several thousands in MRR.
- Active leader in DEI and women’s professional advancement committees.
- Regularly organized in-person client events and virtual Executive Business Reviews (EBRs) to foster engagement and growth; leading large scale trainings, Dealer Principle data reviews with a consultative lean, and staff one-on-ones regularly.
- Automotive Artificial Intelligence / B2B SaaS / Ad Technology (2022-Current)
Customer Success Manager / Mid-Market
Impel
12.2023 - 01.2025
- Managed multiple territories, 230+ accounts at a time, through leadership and strategy shifts, adapting to evolving business needs.
- Played a key role in major pilot programs, overseeing dynamic territory changes and cross-functional collaboration.
- Served as a department leader in customer travel, ensuring strong client relationships and strategic support.
- Specialized in AI-focused clients, delivering insights on AI performance metrics and qualitative feedback.
- Acted as a product expert, leading company-wide training sessions, talk tracks, and lessons on product functionality.
- Conducted EBRs, QBRs, and monthly reviews, analyzing data-driven insights and customer requests.
- Automotive Artificial Intelligence / B2B SaaS / Ad Technology (2022-Current)
Customer Success Manager / SMB
Impel
02.2022 - 12.2023
- Key contributor to the Tiger Team for ServiceAI post-acquisition, collaborating with Product and CS teams to streamline adoption, with total retention during acquisition.
- Oversaw a large territory, balancing new customer implementation and legacy account retention.
- Led cross-functional initiatives for major pilot programs, refining processes and enhancing customer success strategies.
- Specialized in AI-driven accounts, providing expert guidance on AI performance metrics and customer insights.
- Delivered training sessions, shaping product knowledge, employee onboardings, and strategic talk tracks.
- Conducted EBRs, QBRs, and monthly reviews, translating analytical data and qualitative feedback into action plans.
- Actively engaged in leadership committees focused on innovation, diversity, and professional development.
- Automotive Artificial Intelligence / B2B SaaS / Ad Technology (2022-Current)
CX & Operations Team Manager
CarAdvise National Fleet
01.2019 - 01.2022
- Promoted to remotely oversee operations for a fast-growing Automotive Service tech startup, driving efficiency and scalability.
- Developed comprehensive training and onboarding materials, restructuring company operations for streamlined workflows.
- Achieved 0% turnover post-promotion for 12 months, while maintaining high employee satisfaction, hiring and managing a team of 14 across the U.S. and our international division.
- Led U.S. team, team leads, and overseas operations, ensuring collaboration and performance.
- Owned key functions including Partner Implementation, Account Management Liaison, NPS tracking, interdepartmental projects, Ops Marketing, and KPI management.
- Designed and implemented SOPs tailored for rapid scaling in a fast-paced environment.
- Tech (2019-2022)
CX & Operations Team Lead
CarAdvise National Fleet
01.2019 - 01.2022
- Promoted to oversee hiring, training, and daily operations, ensuring seamless team performance.
- Managed team KPIs, deliverables, and financial oversight while leading company-wide NPS initiatives.
- Standardized all operations processes and documentation, driving efficiency and consistency.
- Led cross-functional project management efforts, accounting for 60% of responsibilities.
- Successfully reduced turnover by 50% post-promotion through improved structure and team engagement.
- Tech (2019-2022)
CX Specialist/Social Media Assistant
CarAdvise National Fleet
01.2019 - 01.2022
- Served as the sole remote employee in department of 10 for an automotive industry startup pre-Covid.
- Delivered top performance in operations weekly, consistently exceeding targets.
- Assisted in NPS tracking to gauge customer satisfaction and drive improvements.
- Contributed to creative social media initiatives, supporting brand presence and engagement.
- Tech (2019-2022)
Sales Lead
Clotheshorse Anonymous
07.2017 - 07.2018
- Led sales team to achieve daily sales targets and improve customer engagement. Organized staffing schedules.
- Trained new staff on sales techniques and industry knowledge for selling luxury consignment.
Education
Bachelor of Science - Integrative Studies, International Studies, Marketing, Anthropology
University of North Texas
01.2018
High School dual credit - advanced mathematics, public speaking, social sciences
Texas A&M University-Kingsville
01.2013
Skills
- Project Management
- Operations Management
- Interviewing / research
- Team management and retention
- Agile Certified
- Atlassian, Jira
- NPS implementation and management
- Technical analysis
- Focus groups
- Google Analytics / Tableau / Looker / Quick Sight
- Presenting / public speaking
- Training / Mentoring
- Committee leader
- Industry consultancy
- Customer success
Certification
- Google Analytics, certified
- Basic SQL, certified
- Jira Agile, certified
- Excel, certified
- LLM, certified
- GSheets, certified
- Supply Chain Management 101, K02-003, CEDEngineering
Activities
- Lean-In, 01/22, Current, Active participant and leader for company wide activities, plans, and projects; geared towards advancing women in business.
- DTC, 01/22, Current, Active participant and leader in committee committed to DEI goals.
- We Still Have Mutual Friends, 01/16, 12/18, Research project creator, academic project, published work.
- SAGE VP, 01/15, 12/15, Student Association for Gender Equality activity and group facilitator.
- NSCS Member, 01/14, 12/18, The National Society of Collegiate Scholars.
- Brooke’s Warriors, 01/11, 12/13, Ran foundation in high school fundraising for cancer treatment for local family.
Accomplishments
Heart of the Company Nominee 2025
Timeline
Regional Performance Manager / Major Accounts
Impel
04.2025 - Current
Customer Success Manager / Field Team
Impel
01.2025 - 04.2025
Customer Success Manager / Mid-Market
Impel
12.2023 - 01.2025
Customer Success Manager / SMB
Impel
02.2022 - 12.2023
CX & Operations Team Manager
CarAdvise National Fleet
01.2019 - 01.2022
CX & Operations Team Lead
CarAdvise National Fleet
01.2019 - 01.2022
CX Specialist/Social Media Assistant
CarAdvise National Fleet
01.2019 - 01.2022
Sales Lead
Clotheshorse Anonymous
07.2017 - 07.2018
Bachelor of Science - Integrative Studies, International Studies, Marketing, Anthropology
University of North Texas
High School dual credit - advanced mathematics, public speaking, social sciences
Texas A&M University-Kingsville