Summary

Overview

Work History

Education

Skills

AREAS OF EXPERTISE

CORE COMPETENCIES

Timeline

VEONICA DILLARD

St. Louis,MO

Summary

Led initiatives to optimize customer success strategies, resulting in significant revenue growth and high retention rates in SaaS and technology sectors. Directed onboarding processes and tailored training programs to enhance customer engagement. Championed client lifecycle management and cross-platform implementations to align technical solutions with business goals.

Overview

years of professional experience

Work History

Onboarding Manager

SalesAi Remote

12.2024 - Current

Develop and execute personalized onboarding plans, reducing time-to-value by 32% and achieving 97% client satisfaction rating.
Increase platform adoption rates by 45% through customized training sessions and AI agent prompt optimization for improved conversation accuracy.
Create comprehensive training materials and establish implementation milestones for streamlined client onboarding.
Collaborate with cross-functional teams to implement process improvements based on client feedback analysis.

Healthcare Quality Analyst (DBQ Reviewer)

Maximus

03.2024 - 12.2024

Conduct quality assessments on medical evaluations, achieving 98.5% accuracy rate in line with regulatory standards.
Develop quality assurance procedures, enhancing service efficiency by 22% and reducing error rates.
Provide expertise on escalated cases, consistently surpassing productivity goals and maintaining top quality rankings.

Beauty/Women's Contemporary Stylist

Nordstrom

09.2023 - 03.2024

Surpassed sales targets by 19% through personalized styling services and exceptional client relationship management.
Achieved 42% cross-selling rate between beauty and apparel departments, significantly exceeding department averages.
Selected for Aspiring Leaders Program within first week (top 2% of new hires), showcasing leadership potential.

Enterprise Customer Success Manager

Balto

01.2022 - 06.2023

Managed portfolio of key accounts valued at $4.2M in ARR, achieving 17% increase in upsell and cross-sell revenue.
Improved customer retention rates by 15% through proactive outreach and strategic engagement initiatives.
Developed training programs and comprehensive documentation, enhancing team productivity and service quality.

Lead Customer Success Manager

Deck Commerce

04.2019 - 04.2021

Implemented customer feedback system that improved NPS scores by 30% within six months, from 32 to 72.
Led contract negotiations for enterprise accounts, securing renewals with average 18% increase in contract value.
Reduced client onboarding time by 25% while enhancing client satisfaction metrics.

Customer Success Manager/Trainer

Sherpa CRM

02.2015 - 04.2017

Conducted training sessions for 600+ users, achieving 87% increase in feature adoption and enhanced customer engagement.
Developed standard operating procedures and escalation policies, improving team efficiency and service quality.

Sales Support Coordinator II

Spectrum Enterprises LLC, A Charter Communications

02.2013 - 02.2015

Automated contact management processes to enhance customer satisfaction and align company-client interactions effectively.
Developed compelling presentation materials to boost marketing effectiveness and aid sales team in closing enterprise accounts.
Streamlined administrative processes to enhance operational efficiency across departments.
Core Competencies: Strategic Account Planning
Customer Lifecycle Management
Revenue Expansion
Training Program Development
Cross-Functional Collaboration
Data-Driven Decision Making