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Connectors Wanted: Move Masterminds from Zoom to High-End Retreats at Sea
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Untethered VoyagesCo-Founder / Head of Customer Experience
Jul. 2023We create professional boutique events at sea for teams, clients, and communities and curate premium cruise escapes for busy executives. Fora Travel affiliate.
OnFrontiersHead of Customer Success
Dec. 2021 - Jun. 2022Baltimore, Maryland, United StatesWorking on a fully distributed team, I created the Customer Success department, developed the CS framework, and hired and coached the first Customer Success Manager and first Support Specialist. I defined our customer journey, focusing on business outcomes and use cases, and built playbooks for onboarding, business reviews, renewals, and other important milestones, resulting in a 50% decrease in Time to First Value and a reduction in churn. I co-created processes to increase cross-collaboration between CS and other teams, including Product & Engineering, Marketing, and Marketplace Fulfillment. I worked with the Product and Fulfillment teams to quickly address critical issues and prioritize and address feedback. I also partnered closely with Account Executives on pre-sales activities for Enterprise customers and pricing conversations, retention, and upsells for all customers. I established implementation, support, and engagement metrics and regularly reported these company-wide, and created real-time customer feedback loops to increase customer satisfaction and engagement across our user base.
DrChronoDirector of Customer Experience
Jan. 2020 - Oct. 2021Baltimore, Maryland AreaAs head of my department, I was responsible for a dispersed team of ~70 full-time US-based and offshore Implementation Specialists, Customer Support Specialists, Customer Engagement Specialists, and Customer Content Specialists. I worked closely with our Implementation Manager and Customer Support Manager to establish implementation, support, and engagement metrics, continuously work on improvements and regularly report our progress to senior leadership. We created an annual Customer Experience Roadmap focused on improving CSAT, NPS, and overall customer sentiment. We increased efficiency via AI, automation, self-serve options and segmentation. We streamlined bug reporting, product feedback, and escalation processes for scalability and employee growth. We also expanded our existing NPS survey into a robust Voice of the Customer program, including establishing monthly leadership reports and providing ongoing recommendations for company-wide improvements, leading to a 40 point increase. I work closely with the Product team to quickly address critical bugs and prioritize and address feature requests, and we created processes to increase cross-collaboration between CX and other teams, including Product & Engineering, Marketing, and Revenue Cycle Management. I co-managed the live chat rollout to our 10,500+ customers, resulting in an average 97% CSAT and improvements in response and resolution times. I also partnered closely with Account Managers on escalations, retention, and upsells.
Untethered SuccessFounder / Remote Career Strategist + Freedom Coach
Apr. 2018 - Oct. 2019Anywhere! But currently Charleston, SCI provide coaching & strategy to Customer Success & Customer Support professionals that are transitioning from in-office to remote work. Together, we work on identifying and targeting right-fit remote companies, setting up a remote job search strategy, creating remote-optimized application materials, developing a personal brand, mastering remote interviewing, successfully negotiating an offer, and thriving in that new remote position! I’m also the Community Manager & Moderator for the recently launched Untethered Success Slack Community, hosting weekly Q&As, posting remote post-sales, customer-focused job opportunities, and providing support for community members.
FleetioCustomer Success Director
Oct. 2016 - Oct. 2018Anywhere! But mostly Charleston, SCReporting directly to the CEO, I developed and executed Fleetio’s first Customer Success strategy for both Enterprise and SMB customers. I hired a team of seven remote Customer Success Managers, Customer Support Specialists, and Content Strategists, and led-cross team initiatives to map the customer journey, create health scorecards, implement Natero Customer Success software, run the NPS program, and partner with Marketing on customer communications to reduce churn by 15% in two years. We also developed and managed ongoing education programs to empower customers, including launching a monthly training webinar program, creating an add-on onboarding program, and maintaining up-to-date, easy-to-use online help articles. I also managed the Customer Support process, including monitoring metrics, serving as a point of escalation, and maintaining a customer happiness score of 70+. I worked directly with the Product team to quickly address critical bugs and prioritize and address feature requests as part of the weekly release cycle.
Good Done GreatDirector, Client Success
Apr. 2015 - Jun. 2016Charleston, South CarolinaReporting directly to the CEO, I managed a disbursed team of 12 Program Managers, Customer Support Specialists, Product Trainers, and Content Specialists. I led a cross-team project to develop and launch an onboarding plan for new clients, containing best practices guides, training agendas, product videos, and other resources to ensure new client success and a smooth transition to support. I also created a new Program Management team to provide staff augmentation services for Fortune 500 clients, including phone/email support, giving program management, and nonprofit vetting and payment services. I also managed the Client Support process, including monitoring metrics and serving as a point of escalation. I developed and managed training and support services for DonateWell, GDG’s nonprofit portal, including creating interactive training walkthroughs and FAQs, meeting SLAs, and delivering a 96% satisfaction score, and I worked directly with the Product team to translate customer needs, define product scope, and test new features. [Good Done Great was acquired by Blackbaud]
TicketflySenior Manager, Client Success
May. 2013 - Apr. 2015San Francisco Bay AreaReporting to the VP of Operations, I recruited and trained 15+ Client Services and Service Ops staff. I ensured client goals and expectations were met and all deployment, training, and service issues were addressed in a timely fashion. I managed the Client Support process, including setting metrics and served as a tier three point of escalation for all issues for approximately 1500 clients. I also worked directly with the Product team to translate customer needs, define product scope, and test new system features. I led a reorganization of the Client Services team, which allowed employees who were previously focused on generalist work to specialize in Client Success, Product Training & Client Support roles, which increased both staff and client satisfaction. While I was at Ticketfly, we onboarded and trained over forty new clients each month, with a 98% overall client satisfaction score. I was also involved in several cross-team projects including: Co-managing a project to consolidate over ten systems into an enterprise-wide Salesforce CRM solution, for increased productivity and team satisfaction. Rolling out a new Community portal, with advanced knowledgebase support, interactive case management, moderated Q&A forums, and 24/7 assistance to all clients. Designing and implementing training certification programs for internal employees, clients, and contractors to increase overall product knowledge and success with Ticketfly solutions. Implementing WalkMes throughout the Ticketfly product, to support ongoing client learning and success during the onboarding process, and new major feature rollouts. [Ticketfly was acquired by Eventbrite]
Love With FoodPartnerships Manager / Specialty Food Buyer
Sep. 2012 - Mar. 2013San Francisco Bay AreaI was responsible for researching and identifying brand-appropriate merchants and products; creating and maintaining strong relationships with brands. I sourced product and negotiating the best possible prices for artisan/specialty foods while discovering cost-saving opportunities, and I signed merchants onto the marketing platform and into the eCommerce store. [Acquired by SnackNation]
Real ForkDirector of Operations
Apr. 2012 - Sep. 2012San Francisco Bay AreaAs the first full-time employee to join the founders, I was responsible for creating process and procedures for all areas of operations, including vendor relationships, order fulfillment, and customer support. I also managed all internal projects for company launch, hired and managed a team of five consulting operations specialists, and was responsible for sourcing, ordering, inventory management, and order fulfillment for all Real Fork orders. I developed a customer service program, with multiple customer touch-points during the ordering process, and an escalation process for order issues. I built excellent relationships with customers, vendors, and pick up spot owners to ensure a consistently high level of satisfaction, and I managed and supported several internal projects, including the corporate website, social media, all producer and product descriptions, photo shoots, and the healthy snacks office program.
Granicus, Inc.Director of Professional Services
Mar. 2006 - Dec. 2011San Francisco Bay AreaAs one of the first Customer Advocates, I was initially responsible for onboarding, training, and account management services for 70+ new customers, and was part of a team that grew the customer base from 98 clients to 1000, while maintaining a customer satisfaction score of 97%. As the company grew, I was asked to take on a leadership role and began recruiting, training, and managing the professional services and customer advocacy staff. Some of my other responsibilities included managing a monthly deployment pipeline of $200,000+, for both new business and client upgrades, increased billable training capacity to 75% by creating a blended training program, while maintaining a training satisfaction score of 96%, strategizing with the Sales team on contract renewals and client check-ups to maintain a customer retention rate of 99%. I also worked on cross-team projects to launch and manage internal product certification programs for all operations and sales personnel, implement an internal and external knowledge base, to equip customer care team with tools to support customers, and to equip customers to help themselves, and created Granicus University – an online continuing education training curriculum to ensure full utilization of system features and optimal system functionality, including new release content, feature request enhancements, and system-wide bug fixes.
Granicus, Inc.Director of Professional Services
Mar. 2006 - Dec. 2011San Francisco Bay AreaAs one of the first Customer Advocates, I was initially responsible for onboarding, training, and account management services for 70+ new customers, and was part of a team that grew the customer base from 98 clients to 1000, while maintaining a customer satisfaction score of 97%. As the company grew, I was asked to take on a leadership role and began recruiting, training, and managing the professional services and customer advocacy staff. Some of my other responsibilities included managing a monthly deployment pipeline of $200,000+, for both new business and client upgrades, increased billable training capacity to 75% by creating a blended training program, while maintaining a training satisfaction score of 96%, strategizing with the Sales team on contract renewals and client check-ups to maintain a customer retention rate of 99%. I also worked on cross-team projects to launch and manage internal product certification programs for all operations and sales personnel, implement an internal and external knowledge base, to equip customer care team with tools to support customers, and to equip customers to help themselves, and created Granicus University – an online continuing education training curriculum to ensure full utilization of system features and optimal system functionality, including new release content, feature request enhancements, and system-wide bug fixes.
Eatec, Inc.Implementation Project Manager
Jun. 2004 - Mar. 2006Emeryville, CA
MetaTVTechnical Writer
Jan. 2003 - Dec. 2004
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