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Work Background
Bell GroupSr Director of Client Services
Mar. 2024
ModMedSenior Manager, Customer Success (Specialists, Key CSMs, Renewal CSMs)
Sep. 2022 - Mar. 2024
Modernizing MedicineSenior Customer Success Manager (Enterprise)
Mar. 2021 - Sep. 2022• Serve as the quarterback for an assigned book of Enterprise ENT practices • Drive maximum value from the MMI solutions for technology products, and services through training and best practices
• Lead and manage project management for assigned clients. Consult as a trusted advisor with decision makers on assigned accounts, additionally facilitating relationships between MMI executives and top level execs on the customer side in conjunction with Executive Relationship Manager/Leadership
• Collaborate with internal teams to optimize and streamline CS processes, onboarding, and workflows
• Organize and execute on CEO Advisory Board for assigned book of business to drive product enhancements and vertical collaboration
LaliloHead of Customer Success
Jul. 2020 - Apr. 2021(Remote) Miami* Lalilo was acquired by Renaissance Learning March 2021 • First CS hire for EdTech startup. Co-create CS operations and processes alongside Director of Operations including all onboarding, implementation & renewals
• Guide US and France teams to create CS playbooks, customer journey, and best practices
• Collaborate with sales, product, and support teams
• Manage a book of business Tier 0-2 (Mid Market to Enterprise Size) School Districts
• Deliver product training + ongoing curation of the customer journey
• Create and monitor CS KPIs
• Design and execute hiring process to scale the CSM department
ECS LEARNING SYSTEMSDirector of Customer Success
Apr. 2019 - Jul. 2020(Remote) Miami, FL• Player/Coach hybrid role - Manage a book of business for Prepworks and StaarMaster Digital (brand added after acquisition) as well as hire, coach, and manage team of CSAs and support
• Execute on all phases of the customer journey, including deployment design and execution
• Nurture relationships, create launch plans, and journey maps for clients - track milestones to a clear path for school and district success
• Serve as the voice of the clients by surfacing key trends and insights back to our Sales, Product, Marketing and Leadership teams
• Drive support team streamline initiatives and deliver on improved support SLAs. Increased Support Customer Satisfaction from 80% to 94%
ECS LEARNING SYSTEMSSr Customer Success Manager
Apr. 2018 - May. 2019(Remote) Miami, FL* Prepworks was acquired by ECS Learning Systems May 2018 • Manage implementation and onboarding of district accounts from post-sale to renewal for Prepworks
• Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption
• Played instrumental role in client satisfaction by partnering with cross-functional teams for proper resolution of service and product issues
• Capitalized on multiple upsell, cross sell, and referral opportunities with new and potential customers, resulting in 12% increase in revenues
• Onboarded and coached new customer success associate hires
PrepworksSr Customer Success Manager, E-Learning Systems
Mar. 2014 - Apr. 2018Key Biscayne, Florida, United States*Acquired by ECS Learning Systems May 2018 • Built and scaled the Customer Success department at Prepworks for all Tier 0-2 clients
• Achieved a 96% average client overall satisfaction rate and an average 87% client retention rate • Manage book of business & managed Customer Success Associates
• Boost client satisfaction 40% by creating new implementation workflow as measured by surveys
• Create and manage knowledge base to offer staff and customers immediate informational access to products, services and organization
• Acquired by ECS Learning Systems in May 2018
PrepworksCustomer Success Manager
Dec. 2012 - Mar. 2014Key Biscayne, FL• Promoted to spearhead a client care/customer success program to increase program efficacy and drive product adoption across the newly launched digital platform
• Design and execute on-boarding processes for all new and existing digital clients
• Grow the largest company account and increased revenue from $65K to $180K by creating company's first strategic and competitive RFP
• Increase signed e-agreement rate 50%+ by implementing AdobeSign through Salesforce
PrepworksProgram Manager
May. 2011 - Dec. 2012Key Biscayne, FL
Wells FargoFinancial Client Management Specialist
May. 2009 - Jun. 2010Washington D.C. Metro Area
University of FloridaHarn Museum of Art: Development - Membership, Fundraising & Special Events
Aug. 2007 - Jan. 2008Gainesville, Florida Area
Wells FargoFinancial Client Management Specialist Summer Intern, University of Florida
Apr. 2007 - May. 2009Gainesville, FL
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