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Work Background
Light The MusicBusiness Consultant
Mar. 2025Richmond, Virginia, United StatesCollaborating with a music education technology start-up serving a diverse population of secondary students and schools through a dynamic Music Technology program that incorporates skill development in social-emotional learning, employability and career readiness; Providing consultative services in pre-sales business strategy, program implementation, customer success and education.
AMC TechnologyDirector of Customer Success
Nov. 2024 - Mar. 2025Richmond, Virginia, United StatesLeading a team of Customer Success Managers and post-sales Solutions Engineers, working collaboratively with a small but mighty engineering and development team to provide everything from blueprinting services to custom software integrations for business leaders in the contact center / telephony space, serving a diverse portfolio of established and emergent enterprise companies and first-in-class technology partners to create cohesive agent-centered customer experiences that can accommodate the nuances of on-prem, cloud, and hybrid communication centers.
MajorClarity by PaperBusiness Consultant, Customer Experience
Aug. 2024 - Nov. 2024United StatesOwning the transfer of knowledge on all things MajorClarity CS to enable Support, Client Experience, and Product/Engineering teams to successfully onboard, integrate, train, launch, manage, and retain accounts.
MajorClaritySr. Customer Success & Curriculum Content Manager @ MajorClarity; Digital Account Director @ Paper
Jul. 2020 - Jul. 2024Richmond, VirginiaManaged the customer journey with finesse and results, beginning with cross-collaboration among sales, product, marketing, and content development teams, and ending with full ownership of the post-sales life cycle. Helped build and refine a proven CS model which demands a versatile skill-set and an "act like an owner attitude" but which enabled me to consistent deliver a high-touch, white-glove level of service and support (strategic, technical, and contractual) to a highly diverse portfolio of key accounts. Impacted product and service evolution through the implementation of complex pilot programs designed to help the company meet both the needs of our clients and the demands of an ever-changing 21st century educational landscape. I built, maintain, designed and developed all assets on our open-source resource site - partnerhub.majorclarity.com -, a home base for all things related to instructional planning, lesson plans, product / service user guides and tutorials, and virtual training opportunities. Managed and retained a book of 40 key accounts across 6 states with an NRR above 100%, the highest product adoption rate at the company, and a perfect NPS post-onboarding score. Launched "Paper Digital" to support a low-touch CS model, and personally managed 219 districts across 20 states licensed for a variety of products and services, offered within both MajorClarity and the Paper line of product offerings.
MajorClarity by PaperCustomer Success Manager + Content Specialist
Dec. 2018 - Jul. 2020Richmond, Virginia, United StatesProvided high volume live support chat and email assistance to students and educators in over 30 states using MajorClarity within a variety of implantation models to learn the ins and outs of the Customer Experience and develop a roadmap to provide a comprehensive repository of onboarding, implementation, product and state alignment resources, guides, and tutorials. Designed and managed over 250 assets including pacing guides, lesson plans, staff and student user guides to establish a self-sufficient user community that would increase product adoption, user engagement, and instructional reliance on the platform (I know how to make it sticky!) in order to create a cohort of product champions at every level in the district.
Hanover County Public SchoolsHigh School English & Mass Communications Teacher
Sep. 2015 - Dec. 2018Planned, collaborated, evaluated, remediated, and facilitated a variety of traditional and E-learning experiences for students in grades 9-12 enrolled in standard, remedial, Reynolds Advance College Academy, A.P., and Honors English Language Arts courses. Developed comprehensive course curriculum for Intro to Mass Communications elective course to include 21st century Media Literacy, Journalism, News Broadcasting, and Yearbook content. Created district-wide English Benchmark assessments and curriculum pacing guides for 9th and 10th grade students.
Design, Marketing, & Educational Resource Development ServicesCreative Content Development
Aug. 2014 - Jan. 2019USAGraphic Art Production, Design, & Digital Communication Services Secondary Curriculum & Assessment Development,
Instructional Design (K-12)
Dinwiddie County Public SchoolsMiddle School Language Arts Teacher
Aug. 2014 - Aug. 2015Dinwiddie, VirginiaSeventh grade English Language Arts teacher of students with a range of abilities; responsible for all instructional planning, evaluation, reporting, and communication with all stakeholders. Crafted original & engaging 21st century learning experiences and assessment measures. Developed Reading Remediation program and student growth tracking system to combat student achievement deficits resulting in an average of 19% pass rate increase per student on the Grade 7 Reading SOL exam in first year of employment. Curriculum Writing Committee: Reviewed district SOL data to identify areas of concern and worked with English chair to revise district's curriculum framework and pacing guides, establishing a more balanced, rigorous, and appropriate progression of skills by year.
Henrico County Public SchoolsInstructional Assistant, Special Education
Aug. 2010 - Jul. 2014Henrico, VAProvided targeted assistance in self-contained and general education courses to students with a wide range of physical, emotional, intellectual, and learning-based disabilities at varying degrees of severity. Ensured all learners were provided the opportunity to succeed in the least restrictive environment. Helped create learning materials and behavior management tools for students and teachers to make the learning process more efficient and effective for both teachers and students. It was integral to my job that confidentiality, professional judgment, and an overwhelming amount of empathy be at the forefront of my mind in all aspects of this role. Helped create, promote, and facilitate implementation of the school's Teaching Tolerance program, a student club that advocates for the inclusion & acceptance of students with Autism.
Silo Effect, LLCArtist & Tour Management
Aug. 2008 - Jul. 2014East CoastTour master, client branding, PR + media outreach, + business communications, concept/ promotional art design + event production.
Enlightened BeginningsLead Pre-K Teacher
May. 2007 - Aug. 2010Glen Allen, VAProvided daily instruction to a group of 10-20 four and five year old students, in alignment with the KLC early child development curriculum in alignment with NAEYC standards. Conducted ongoing informal and formal evaluations to gather student development data. Held parent conferences monthly + composed daily activity summaries for each student. Designed enriching learning opportunities for students that went beyond ABC's and 123's. Taught weekly Spanish enrichment classes to pre-k students in 1:1 + small-group tutoring sessions.
Digitone RecordsPublic Relations Intern
Jun. 2006 - Aug. 2006Richmond, VA
The Longwood ShowField Reporter
Sep. 2004 - May. 2006Farmville, VA
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