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Work Background
VonageSenior Manager, Customer Success
Jan. 2022Atlanta, Georgia, United States- Responsible for retaining and growing the Revenue of the Mid-Market UCaaS customer base ($30M ARR)
- Manages a team of 7 individual contributors, CSM Is and CSM IIs
- Average of 133% to attainment plan for the team’s performance from Q3 2020 - Q3 2022
- Developed a 6 week Onboarding program for all new CSMs; hires and trains all new team members for my department
- Spearheaded documenting the processes for the CS Organization and uploading the content into the internal knowledge base (Confluence); and partners with the operations team to maintain the content
- Liaison for Customer Success between Professional Services and Customer Support on a weekly Leadership call
VonageManager, Customer Success
Jul. 2020 - Jan. 2022Atlanta, Georgia, United States
VonageSenior Customer Success Manager
Jul. 2019 - Jul. 2020Atalnta, Georgia- Managed a subset of the largest Mid-Market UCaaS customers ($4.3M ARR)
- The InContact SME and the only CSM that managed customers that had VBC and InContact
- Average of 181% to attainment plan for my customer base from Q2 2019 - Q2 2020 Awards & Recognitions: Us Before the Customer Q2 2019, Closer Award Q3 2019, Top Performer Q4 2019, Rookie of the Year 2019, and Presidents Club 2020.
VonageCustomer Success Manager
Mar. 2019 - Jul. 2019Atlanta, Georgia
ORTHO SPORT & SPINE PHYSICIANSIntake Director
Oct. 2017 - Mar. 2019Atlanta, Georgia- Owned the Executive Operational Scorecard and validated the data of the business’ OKRs/KPIs
- Managed a team of 8 - 10 Individual contributors, Intake Agents
- Improved Referrals Scheduled to 85% (from 60%) from Dec 2017 - Mar 2019
- Improved Patient Retention to 95% (from 49%) from Dec 2017 - Mar 2019
- Managed the migration of all 8 locations of the practice to a new phone and internet solution
- Implemented a new training program and new customer service standards company wide
- Hired and trained all new employees for my department
Coldwell Banker Residential BrokerageReal Estate Agent
Jun. 2016 - Mar. 2019Roswell, GA• Coordinated the sale of homeowners’ houses in a timely, customer-oriented manner • Orchestrated the purchase of new homeowners’ houses in a client-focused approach • Created the marketing and lead generation sequence for real estate business
Scheduling InstituteService Desk Team Leader
Aug. 2015 - Feb. 2017- Developed and implemented a new call center team to support the subscription customer base ($60M ARR), including processes, knowledge base documentation, and resolution SLAs
- Developed the ticketing flow within NetSuite and partnered with other organizations to create SLOs and customer notifications
- Migrated the company to a new phone system and maintained the solution
- Developed an 8 week Onboarding program for new employees, used by all client-facing departments
- Hired and trained all new employees for my department and supported the hiring and training for other departments
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