Victoria Mariani
Healdsburg,CA
Summary
MISSION Drive business outcomes by identifying the root problems, creating scalable solutions, inspiring change champions, and managing projects from ideation to value realization.
Overview
10
10
years of professional experience
Work History
Director
ClearCompany
04.2021 - Current
- Grew the department by 200% and created 2 new specialized roles that drive team scalability
- Managed a department of 24 people and 2.5 million dollar operating budget
- Forecasted resourcing demands across four channels – new business, upsells, professional services, and partners
- Ensured a quality customer experience with survey results of 65% CSAT and 50% NPS (on a scale of +100 to -100)
- Enabled $10 Million in ARR through successful completion of 800+ implementation projects
- Delivered $600k of professional services to reduce churn and increase customer lifetime value
- Established departmental brand for excellence, reliability, and continuous improvement
- Introduced new tutorial software to drive scalability of customized trainings and end-user adoption
Manager
ClearCompany
04.2019 - 03.2021
- Guided employees through each step of their lifecycle: hiring, onboarding, developing, reviewing, retaining, promoting, disciplining, firing, off boarding, and succession planning
- Fostered a culture of inclusivity, innovation, and initiative
- Developed four implementation service tiers to meet our customer needs, reduce implementation cost by 25%, and provide career paths for employees
- Generated a new revenue stream through the creation of add-on services for existing clients
- Operationalized 4 new reseller partners and 8 new referral partners with associated integrations
- Deployed a new project management tool to streamline internal processes, promote cross-functional transparency, and enhance reporting capabilities
- Collaborated with the learning team to setup a Learning Management System for client education
Team Lead
ClearCompany
02.2018 - 03.2019
- Created standardized project plans
- Procured and implemented project management software
- Introduced risk management and formalized cross-departmental escalation paths
- Documented and monitored adherence to standard operating procedures
- Responsible for new product launches and Go To Market planning
Enterprise Implementation Manager
ClearCompany
02.2016 - 02.2018
- Project managed up to 25 client implementations simultaneously with average ARR of $30k over a 3 month timeline
- Hosted live webinars and onsite trainings with 40 – 600 attendees
- Advised on change management tactics and assisted in procuring executive buy-in
- Identified and assisted in closing upsell opportunities, Napa Valley winery that curates high-end wine and food experiences.
Assistant Hospitality Manager
Foley Johnson
05.2014 - 06.2015
- Managed wine club memberships through their lifecycle: forged new connections, signed new members, nurtured relations, instilled loyalty, grew memberships, and prevented churn
- Exceeded quarterly membership sign-up goals by 40%
- Increased revenue by 25% in off-peak periods through group business and telemarketing
- Reduced office expenses by 30%, wine transfer expenses by 20%, wine waste by 15%
- Established inventory controls that reduced variances by 50%
- The Restaurant at Meadowood
- Three Michelin Star Restaurant that makes fine dinning personal, celebratory, and approachable
Captain & Special Events Coordinator
The Restaurant At Meadowood
09.2010 - 01.2014
- Planned 50 events with 10 to 300 guests with lead times ranging from three days to six months
- Served as the dedicated Captain for the most high-end experience, the Kitchen Table (2 – 4 guests), which had an average check of $3,250
- Trained 60 new hires to develop serving proficiency within one week, expert food knowledge within two weeks, and advanced critical thinking and on-the-spot decision making within one month
- Mentored aspiring leaders and coached them on management techniques
Education
B.S - Hospitality Management
Cornell University
Ithaca, NY12.2009
Skills
- Project Management
- Resource Management
- Business Process Optimization
- Service Design & Execution Management
- Strategic Planning
- Change Management
- Problem Solving
- Decision Making
- Risk Management
- Leadership
- Communication
- Adaptability
Timeline
Director
ClearCompany
04.2021 - Current
Manager
ClearCompany
04.2019 - 03.2021
Team Lead
ClearCompany
02.2018 - 03.2019
Enterprise Implementation Manager
ClearCompany
02.2016 - 02.2018
Assistant Hospitality Manager
Foley Johnson
05.2014 - 06.2015
Captain & Special Events Coordinator
The Restaurant At Meadowood
09.2010 - 01.2014
B.S - Hospitality Management
Cornell University