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Work Background
XolaCustomer Success Manager
Feb. 2022Houston, Texas, United States• Optimizing the Xola experience individually and at scale. • Proactively suggesting changes to promote client success, capture best practices, and champion customer ideas to shape product enhancements and roadmaps. • Prevent churn via advanced problem solving. Stay creative and go the extra mile for each account. • Advocate for and help customers understand how to use the product and/or new features, staying as savvy with tech support as I am with account success.
• Running beta programs, feedback sessions, and roundtables about Xola and its and features. Understanding Xola in order to bring pain points, product friction, and ideas to the team to discuss and prioritize for our product roadmap each month.
• Pro-actively advise and suggest improvements to ensure client advocacy and satisfaction. Document best practices and product behaviors as articles in the Xola Knowledge Resource Center.
• Promote and recruit customers to adopt product enhancements and new features. Establish customer service policies and best practices. • Succeed in a fast-paced environment while maintaining a calm composure working under high-pressure situations, all as a member of one interdependent team.
alive5Customer Success Manager
Jan. 2017 - Jan. 2022• Oversee all customer and tech support relations for the company while also wearing several other hats. • Work with each department of the company to ensure correct communication and flow of operations involving clients. • Manage all chat operators and phone services provided to clients. • Liaison between third party vendors that integrate with client accounts. • Perform sales demonstrations and provide implementation services during the onboarding process. • Upkeep relations with clients through lifetime to ensure they are maximizing the use of the software. • First line of support for tech issues. Troubleshoot all issues and assist until the item has to be escalated to the development team. • Oversee client ticket issues to ensure quick resolution time. • Perform Quality Assurance checks for the development team before pushing out new features or updates. Also manage any incoming feature requests for clients. alive5 is a payments and communication platform that, among other things, innovated the world's first way to securely pay & purchase over SMS text message conversation.
WebsiteAliveCustomer Success Manager
Dec. 2015 - Jan. 2022Houston, Texas AreaAt WebsiteAlive, a B2b SaaS company dedicated to innovative online communication solutions, I played a pivotal role in driving customer success and ensuring the seamless implementation of our award-winning products, Alive Chat and Alive Dial. I managed all customer implementations across various industries, providing tailored support and expertise that helped small, medium, and large businesses thrive online. Throughout my tenure, I wore many hats, overseeing everything from setting up accounts to acting as a trusted advisor for clients. My responsibilities included managing customer onboarding, ensuring optimal product adoption, and providing ongoing support to drive customer satisfaction. I also played a key role in identifying opportunities to increase lead generation and close sales by helping clients utilize our tools effectively. With my experience in SaaS and my ability to thrive in highly collaborative, fast-paced environments, I successfully helped our clients maximize the value of our solutions, contributing to the growth of over 11,000 web and mobile sites. I also maintained an 85% retention rate during the migration to our new platform, Alive5.
symplr - Compliance + Credentialing for HealthcareBusiness Development Manager
Apr. 2014 - Sep. 2015Houston, Texas AreaSymplr has set the industry standard for credentialing by providing full-service solutions that mitigate risk and drive compliance for healthcare facilities and their suppliers. We are offering industry-wide solutions while promoting partnerships and collaboration to protect your patients, employees and your reputation. Symplr provides credentialing services tailored for industry needs, comprehensive reporting in our Analytic Suite, and a vendor management toolkit to help monitor and track your vendor representatives for healthcare facilities as well as vendor companies. • Educated and encouraged client use of all technical applicants through various channels
• Implemented and deployed our services to new accounts
• Implemented various customer service strategies to increase client retention
• Managed and Maintained over 100 accounts nationwide
• Quality assurance through testing system enhancements prior to deploying on live website and formulating new system functionality
• Train new onsite and offsite employees and manage employee work schedule for department
Idera SoftwareHR Intern
Mar. 2014 - Apr. 2014Houston, Texas Area• Organized and transposed critical employee documents from the acquired company Precise Software and integrated system • Researched proper document handling and recording keeping through Texas Workforce Commission • Assisted in processing employee monthly payroll.
Action Plus IdeasPromotional Consultant
Mar. 2013 - Oct. 2013• Designed presentations on SAGE and delivered to clients
• Assisted clients and provided customer service for product selection and design
• Website design and set up for internal company as well as client sites
CBS NewsIntern
Sep. 2012 - Sep. 2012• Assisted Reporters with speech analysis, key point identification, and IT support
New BeginningsIntern
Jun. 2012 - Sep. 2012Charlotte, North Carolina Area• Reporting and interviewing • Writing articles for paper and online publications
• Assisted in design layout
• Ensured quality and effective communication between writers and editors
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