Solana Maria Price
Chicago,IL
Summary
Highly accomplished and results-oriented professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
5
5
years of professional experience
Work History
Customer Success Manager & Webinar Production Manager
BigMarker (Contractor for Atlassian)
(Remote)
11.2024 - Current
- Managed a portfolio of key Atlassian accounts, serving as the main point of contact and strategic advisor to ensure successful adoption and utilization of BigMarker's virtual event platform.
- Responsible for onboarding a large pool of internal and external clients and collaborators to the BigMarker platform.
- Collaborated with sales and product teams to relay customer feedback, contributing directly to product improvements and feature prioritization.
- Served as one of the lead production managers for all Atlassian webinars and virtual events, managing the entire lifecycle from pre-production planning to post-event analysis.
- Successfully delivered high-stakes, large-scale webinars, consistently meeting or exceeding attendance and engagement goals, generating a high source of revenue for the company.
- Managed all technical aspects of live event production, including video streaming, platform configuration, presenter training, site building (via Magnolia), video editing, integrating with Salesforce, and real-time troubleshooting to ensure flawless execution.
- Created comprehensive post-event reports detailing key metrics, attendance data, and audience engagement for Atlassian stakeholders.
Volunteer Coordinator
Chicago Area Service Office
Chicago, IL
06.2023 - 12.2024
- Speaking with community members about addiction and addiction resources; cultivated the ability to maintain a calm and empathetic demeanor in highly vulnerable conversations in person and via phone and email.
- Exceptional organizational skills; responsible for the training, scheduling, and documenting of volunteers their daily duties.
- Collaborating and assisting the Office Manager on communications, upcoming events, inquiries, issue resolution and identifying new ways to reach more volunteers for the non-profit.
- Creation of step-by-step onboarding materials from scratch for the office employees.
- Monitor, lead and direct volunteers during idle times as well encouraging a sense of morale and excitement for non-profit mission
Customer Success Specialist
BigMarker
(Remote)
10.2020 - 11.2022
- First line of defense in responding to troubleshooting and issue resolution inquiries for technical and functional problems in a timely and effective manner.
- Managed client accounts, communication and satisfaction with CRM tools: HubSpot, Intercom and Zendesk.
- Consistently surpassed monthly KPI standards of 95% or better for customer satisfaction.
- Provided real-time onboarding sessions on platform functions to customers via video conference and live chat.
- Developed, updated and released approved chat templates and motion design; collaborated with internal teams to generate content to more efficiently assist customers.
Education
Bachelor of Fine Arts - Performance
California State University
Long BeachContinuing Education - Graphic Design
School of The Art Institute of Chicago
Chicago, IL06-2022
Skills
- Customer Relationship Management (CRM), Customer Onboarding, Customer Retention, Account Management, Customer Advocacy
- Webinar/Event Production, Live Video Streaming, A/V Mixing, Presenter Management, Management of Customer Success Associates During Event Production, Virtual Event Strategy, Post-Production Analysis, Video Editing
- Crafting and Delivering Post-Production Analytics, Technical Troubleshooting Through the Life-cycle of Events
- Tools & Platforms: Zendesk, HubSpot, Zoom, Slack, Google Workspace, Adobe Suite, Microsoft Office Suite
Timeline
Customer Success Manager & Webinar Production Manager
BigMarker (Contractor for Atlassian)
11.2024 - Current
Volunteer Coordinator
Chicago Area Service Office
06.2023 - 12.2024
Customer Success Specialist
BigMarker
10.2020 - 11.2022
Bachelor of Fine Arts - Performance
California State University
Continuing Education - Graphic Design
School of The Art Institute of Chicago