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CongaStrategic Customer Success Manager
Aug. 2024
SitecoreCustomer Success Manager
Oct. 2023 - Aug. 2024Boston, Massachusetts, United StatesResponsible for managing strategic accounts with $10.5M in annual recurring revenue, achieving 100% retention as within my books of business as a dedicated CSM. • Establishing and maintaining multi-threaded relationships with key stakeholders, such as champions, executive sponsors and decision makers, promoting business alignment through advocacy and transparent partnership. • Driving 28% year-over-year growth through effective management of adoption, retention, and upsells across a diverse portfolio of ~40 Enterprise & Mid-Market customers, leveraging deep customer insight and Sitecore product fit.
• Delivering a 20% reduction in churn risks through proactive engagement strategies, including regular strategic discovery sessions and executive value-realization reviews to enhance CX maturity and drive product adoption.
BynderCustomer Success Manager
Jul. 2022 - Oct. 2023Boston, Massachusetts, United StatesManaged adoption, retention and strategic expansion of 60+ customer accounts from blue chip brands across varying ICPs contributing ~4.5M in annual recurring revenue while meeting and exceeding both individually targeted OKRs and pipeline building and closed-winning opportunities with Strategic Managers.
• Drove successful adoption and growth strategies for industry-leading platforms and well-recognized customer logos, resulting in a 25% increase in revenue and a 30% enhancement in brand visibility. • Managed strategic books of business, resulting in the cultivation of 15 new customer advocates and a 20% boost of qualifying leads in the North American pipeline.
• Transformed customer insights to drive ROI-focused feature enhancements, resulting in a 10% increase in product "stickiness" and shaping product direction and roadmap.
• Strategically provided innovative insights and recommendations based on customer journeys, resulting in a 12% increase in customer satisfaction scores and 18% improvement in customer advocacy.
BynderAssociate Customer Success Manager
Oct. 2020 - Jul. 2022Boston, Massachusetts, United StatesPart of an amazing group of managers co-managing 400+ SMB customers contributing ~$6M in annual recurring revenue while ensuring user adoption, quality retention resulting in multi-year renewals, strategic expansion, advocacy and sustaining governance.
View, IncCustomer Success Manager
Apr. 2019 - May. 2020New EnglandInfluenced product direction as a conduit between clients and product teams delivering health studies, organizing reference materials, and identifying referrals through customer feedback and surveys to leadership. Established trusted advisor relationships with key stakeholders by onboarding new customers and building rapport with end-users, providing them with product education, app training and continuous follow-ups.
Selected Contributions: • Increased NPS scores with 100% “detractors” mitigation and converting “neutral” clients to “promoters”. • Streamlined best practices and provided white glove service delivery, leveraging cross-functional expertise and collaboration, to ensure successful end-to-end customer experience. • Boosted repeat business and project expansion by 20% through collaborations with sales and support teams to improve customer satisfaction and overall sentiment.
Boston Medical Center (BMC)Credentialing and Enrollment Coordinator
May. 2017 - Apr. 2019Greater Boston AreaSupervised enrollment and revalidation processes for 200+ medical provider accounts to facilitate revenue cycle, billing and payment. Navigated complex health systems and requirements to enroll new providers prior to start dates. Orchestrated application submissions to 22+ payers for 75+ providers across 9 ambulatory departments, expanding outpatient clinic services. Selected Contributions:
• Recognized as “Outstanding Performer” of 2018 and received "Best Breakout Presentation" award in 2016.
• Streamlined quarterly system and process changes by overseeing enrollment, credentialing, and onboarding, collaborating with clinic leaders within the department of medicine.
Boston Medical Center (BMC)Team and Referral Coordinator
Apr. 2015 - Apr. 2017Greater Boston AreaLed 2 teams of ambulatory service staff to minimize no-shows, optimize clinic utilization/ charge capture and create positive patient experiences. Served as a master scheduler for 70 providers in a fast-paced deadline-driven clinical setting. Prioritized patient care by nurturing a positive rapport and de-escalating conflicts with service team and medical providers. Collaborated cross-functionally with leadership, administrators, HR, IT, managed care, financial, and patient advocacy teams to streamline operations. Selected Contributions:
• Increased outpatient office visits by 5% using strategies informed by research and data. • Improved team performance by tracking metrics such as patient satisfaction, scheduling accuracy, and call abandonment.
Global Vision HotelsDirector of Sales - Sales Manager - Manager In Training
Aug. 2011 - Apr. 2015Boston, MassachusettsPromoted through roles of increasing scope and responsibility. Harnessed social media and online search knowledge to attract new clients, grow existing customer loyalty, and promote brand awareness. Conducted reputation management and issue resolution with thoughtful responses to negative guest reviews. Worked alongside the general manager on property renovations, staff training, inventory purchasing, personnel management, and other day-to-day administrative tasks. Selected Contributions:
• Maintained standing within the top 15 regional hotels on TripAdvisor and other hotel review sites. • Added an average of 20 new social media followers on a bi-weekly basis. • Achieved 80% average quarterly room occupancy rate by facilitating group reservations, corporate guest accommodations, and meeting room reservations. • Grew business accounts with skillful contract negotiation. • Exceeded topline and group quartlerly sales revenue.
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