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Work Background
Relocity, Inc.Personal Host
Apr. 2024Remote
Pear Deck / GoGuardianCustomer Success Manager
Oct. 2020 - Jan. 2022Remote• Monitor the health of accounts to see which schools and districts need resources or training
• Plan and execute new account implementation from kick-off call through training and check-ins, ensuring customer success throughout their lifecycle.
• Proactively anticipate needs for the business and clients, and work with team to create solutions. • Work directly with the sales team to create a smooth, customer-centric hand-off and renewal process. • Develop workflows, trainings, and interventions with the Director of Customer Success. • Lead online and live trainings to help users become confident Pear Deck teachers. • Track and report on the success of your interventions to learn and improve on those practices. • Answer help requests from accounts.
YelpSenior Account Manager
Mar. 2017 - Apr. 2020San Francisco Bay Area• Managed and grew post-sale client relationships with local restaurants of all types and sizes • First point of contact in the post-sale client journey and continuously fostered a long-term relationship by serving clients with dependability & honesty as well as keeping a client-first mindset • Ensure the timely and successful delivery of solutions in a fast-paced environment and collaborated with a diverse group of internal cross-functional teams on delivery • Enhance client experience by analyzing campaign performance data to offer clients data-driven business insights and offer new solutions • Managed a large book of business with over 300 clients serving 30+ customers at any given time • Met and exceeded monthly OKR goals which were based on closed customer cases • Consistently maintained a 90% onboarding success rate
• Contribute to ongoing initiatives to continuously improve our approach to securing customer success • Mentored and trained all incoming account management team new hires to contribute to their ongoing success
YelpAccount Executive
Mar. 2016 - Mar. 2017San Francisco Bay Area• Introduced Yelp's software and solutions to business owners in the local community • Utilized online and offline sources to generate new leads while developing and maintaining a pipeline using Salesforce • Partner with Product and Marketing teams to ensure our solutions met the needs of the market • Oversaw the sales cycle from prospect to close and partnered with post-sales teams to ensure successful onboarding • Worked cross-functionally with various team members in Marketing, Operations and Engineering to improve our product offering and seller experience • Held a yearly quota of over 120K and continually met and exceeded the goals
Stitch FixClient Experience, Social Media
Aug. 2014 - Dec. 2015San Francisco Bay Area• Manage clients ongoing billing and financial issues including refunds, credits, deposits and payments. • Promptly responded to any and all client's social media postings and @mentions to reflect clear and effective company responses that satisfied our customers' needs • Investigated customer issues and resolved via email and phone and Zendesk regarding general account help, damaged items, exchanges, etc.
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