Jul 2022 – Nov 2024 · 2 yrs 4 mos · San Francisco Bay Area

• Own the Customer Success lifecycle of high-visibility, high-spend accounts including Comcast Business, NYC Dept. of Education, Aldi Foods, U-Haul, and others
• Serve as customers’ strategic partner to ensure successful product adoption through understanding the customer’s unique challenges and providing training and enablement, customized reports, and QSRs
• Engage leadership from Meraki Support and Product to manage highly business-impacting product issues, discuss product roadmaps and beta programs, and coordinate feedback sessions
• Deliver in-person and virtual QBRs to customer C-suite executives and VPs; engage in strategic conversations around process improvement, customer challenges, and goals for success
• Write queries, analyze data, and create presentations to demonstrate to customers their product usage rates, successes, and areas of opportunity to optimize their Meraki deployment
• Serve as CSM team liaison to the Product Enablement team to improve internal processes around customer training programs, gather feedback, and align offerings to customer needs
• Selected by leadership to be the onboarding mentor to four different CSMs, a crew chief for the verticalization initiative, and a stand-in leader while my manager was away for a few months
• Foster connection on the CSM team through CSM Engagement team event and initiatives, organizing in-person volunteer events, and coordinating cross-team virtual meetups
• Identified by the CSM Operations team to be a CSM Bootcamp Champion and co-delivered the newly developed CSM 101 & 102 trainings to the entire CSM team
• Deliver training on Meraki Customer Success to incoming Meraki Support employees quarterly
• Served as a facilitator for the Product Enablement team delivering the Getting Things Done Methodology training to Meraki employees

Sep 2020 – Jul 2022 · 1 yr 10 mos · San Francisco Bay Area

Jun 2019 – Jul 2020 · 1 yr 1 mo · San Francisco Bay Area · Hybrid

• Managed the success of high-touch accounts with hospitals across the U.S. and served as trusted advisor to CHROs, VPs, and other Talent Acquisition leaders
• Ensured successful product adoption, and maintained high levels of customer engagement
• Organized and led in-person and virtual onboarding/implementation sessions including executive presentations and hands-on training for end users
• Revamped the entire customer onboarding guide to reflect best practices and current branding
• Owned multiple internal process-improvement projects from start to finish, including customer email copy and cadence update, customer gifts, and internal asset organization
• Represented the voice of the customer and partnered with Product, Engineering, Marketing, and Design to translate user feedback into new product solutions
• Analyzed customer data to monitor engagement, identify areas of opportunity, and prevent churn

Nov 2015 – Dec 2018 · 3 yrs 1 mo · San Francisco Bay Area · Hybrid

• Connext was a Technology Marketing & Communications consulting agency which was acquired by AMF Media Group in 2021
• Managed accounts and business development at B2B tech companies including LinkedIn, Intuit, Adobe, NetApp, ServiceNow, and Pure Storage
• Focused on retention, renewal, and up-selling of 10 to 20 high-touch accounts simultaneously; achieved a 90% renewal rate
• Worked directly with clients to understand their needs and strategic objectives and scope customized project plans; client points of contact included Sr. Managers to CMOs
• Led all pro bono company initiatives and organized thought leadership events
• Delivered 25+ presentations at Stanford, Santa Clara University, UCSC, SFSU, and SJSU

Aug 2014 – Sep 2015 · 1 yr 1 mo · Santiago, Chile · On-site

• Taught children ages 5-12 to become fluent English speakers.