Dec 2024 – May 2025 · 5 mos · Wellington, New Zealand

• A CX org who had never explored Scaled Success methods reached out to me because they were reactively firefighting churn. In my brief time in this role, our NRR jumped from 69% to 85% as a result of implementing automated renewal reminders, working with Customer Support to implement AI ticket deflection, and developing a robust onboarding program designed to increase "Aha" moments and lead to increased 2OR. (2nd Order Revenue). Served as a member of the Revenue Leadership Team and implemented change management for CSM workflows. This was a role that taught me how to build grit, be scrappy with limited resources, and pivot!
• Key Accomplishments:
• Boosted NRR from 69% to 85% by deploying automated renewal alerts to customers and CSMs, tightening forecast cadence and dashboards, and implementation of new tooling.
• Deployed Onboarding Webinar via Zoom Webinar and associated In-Product Onboarding via Intercom, HubSpot, and UserPilot
• Wrote PRDs for Customer Success Platform Tooling and for Scheduling Software with proper Analytics and Attribution
• Led vendor evaluations and implementation for Intercom Fin AI and Calendly, as well as a deep Customer Success Platform evaluation (Vitally, Planhat, ChurnZero, Custify, Totango, Catalyst)
• Deployed Hubspot Forms and Campaigns to increase attribution of Customer Success Efforts
• Automated Monthly CSM Newsletter saving CSMs 10 hours/month
• Set up Gong AI Scorecards for Vice Presidents of Customer Success and Sales to assess CSM/AE call performance and identify trends for group coaching.

Jan 2024 – Present · 2 yrs 5 mos · Seattle, Washington, United States

• As a Certified Zendesk Administrator who is passionate about workflow building & no-/low-code ops, I love the opportunity to take on transformational CX, Service Design, and Automation projects with SMBs to combine my domain expertise to develop customer-centric cultures, and my technical skillset to build the right tools for SMBs and CX Teams to succeed.

Mar 2023 – Dec 2024 · 1 yr 9 mos · San Francisco, California, United States

• When I bumped up to Senior CSM, I had a more strategic portfolio of 60 customers with more complex configurations. I also took on a team lead role within our organization and was personally responsible for the performance of 2 Associate CSMs. I interviewed candidates for our team, trained and mentored new hires, coached on best practices, handled escalations from other CSMs with larger books who needed more TLC, and built strategy playbooks that aligned my teams' work and objectives to the company OKRs and adoption goals. Built Campaign Playbooks in Gainsight Journey Orchestrator and Outreach based on Data Attributes

Jan 2022 – Mar 2023 · 1 yr 2 mos · San Francisco, California, United States

• Zendesk hired me because I brought firsthand experience as a support agent and an account manager, and found my perfect balance of CX and GTM in Customer Success. I managed a book of 200 clients using a variety of methods, including 1:1 meetings and success plans for our highest risk clients, 1:few methods such as office hours and small group "mindshare" sessions, as well as 1:many methods, such as best practice articles, adoption email sequences. We also identified usage and data signals to predict which customers would yield the greatest return as a result of our intervention.

Jan 2021 – Jan 2022 · 1 yr

• I returned back to the "Wolfpack" - our CX organization - to be a Founding Member of a new Technical Enterprise Account Specialist Team that combined my previous Product Support and Account Management background. I was assigned 4 of Classy's highest ARR customers serving as a 1:1 Technical Account Manager meeting with these clients weekly, and ad hoc on other one-off escalations for high commercial risk clients or high ticket volume clients. I created custom case reports for my assigned clients and tracked escalated cases, advocated to the Product Team for the clients I championed, wrote user stories and bug reports.

Jan 2021 – Jan 2021 · 0 mo

• After demonstrating a penchant for upsells and expansions with customers I worked with to switch to "Classy Pay", I got the opportunity to join the Renewals Team and managed a book of upcoming renewals. I learned a lot about creatively structuring win-win commercial terms and give/gets in negotiation - something that would support me in future roles as both a vendor and a buyer!

Jan 2020 – Jan 2021 · 1 yr

• As a pivot out of a previous career in nonprofit, this is where my tech career started - answering tickets across chat, email, and phones. I also had a penchant for upgrade spiffs, leading the team in payment processor conversions and cross-sells, while maintaining high CSAT. This was where I learned the basics of SaaS and I continue to use skills from this job every day - prioritizing work based on Reliability, Usability, and Functionality, empathy for building agent centered workflows, writing clear documenration, thinking of several ways to approach a problem, and where I first theorized that Customer Experience should be treated like a Product with the proper PM and Engineering Resources.

Jan 2019 – Jan 2020 · 1 yr

• Stewarded a portfolio of mid-level donors nationwide & major gifts in Chicago + Los Angeles markets. Managed Fundraising and Communications Technology and Social Media Automation. Acted as a backup Salesforce NPSP Admin. Increased Recurring Donations by 10% across Sustainer segment. Activated Pro Bono Partnership with Leo Burnett Ad Agency resulting in an award-winning campaign, We See Us & worked on a campaign with MTV (yes, that MTV!)

Jan 2019 – Jan 2020 · 1 yr

• Supervised & Coached Hotline Operators (Staff and Volunteers) on how to be more effective in their roles, and supporting them during and after difficult calls. First exposure to Twilio Platform.

Jan 2018 – Jan 2019 · 1 yr

• Supported individuals - ranging from casual calls just to chat & referring individuals to resources in their local communities, all the way to supporting people with their or their loved one's coming out & skillfully coaching people safely out of crisis situations (ie - suicidality, active attempts, intimate partner violence). Some of the hardest but also some of the most rewarding work I've ever done.

Jan 2018 – Jan 2018 · 0 mo

• Researched Candidates for High Priority Searches in Commercial Real Estate and Residential Construction via LinkedIn Recruiter, Business Journals, and Web Search. Trained Recruiters on Social Media Content and maintained reports/leaderboards on Recruiter's LinkedIn Post Activity. Coordinated candidate interviews with clients & made reminder calls.
• If you are a Recruiter or Sourcer reading this profile, please know I have so much respect for what you do. (And hi, we should talk.)

Jan 2015 – Jan 2017 · 2 yrs

• Managed and Developed Team of 10 Undergraduate Student Employees, Coordinated Event Logistics for weddings, alumni events, conferences, internal events, catering. Also staffed Front Desk of Loyola's Year-Round Downtown Chicago Hotel & Summer Housing. Assisted Marketing Director with Marketing Campaigns (Social Media - Paid & Organic, Cold Calling Potential Clients, Video Refresh, Google AdWords) during slow seasons.

Jan 2013 – Jan 2016 · 3 yrs

• Supported 6 Real Estate Agents with CRM, Website (HTML/CSS/JS), Migration from MS Office to Google Suite, Implemented Telephony Power Dialer, Social Media Content & Automation. Ran Paid Advertising Experiments. Digitized Annual Marketing Promotion that previously was ran on pen and paper.
• Increased Yelp Score by 3 Stars by working to promote reviews and working with Counsel and Yelp Legal to remove fraudulent reviews.
• Coordinated Technology Vendor Contracts and Professional Services
• Also a bunch of odd jobs, generally did anything and everything what was asked of me - ranging from Hosting an Open House to Filing Contracts to Making Duplicate Keys. Was a job where I learned a lot when I didn't have much to offer but a positive attitude and a desire to learn.