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%