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Work Background
PaytronixDigital Customer Success Manager
Aug. 2023Leading digital customer success initiatives to drive client engagement and maximize product adoption. Implementing scalable outreach strategies to enhance customer satisfaction and retention. Analyzing customer feedback and operational data to provide actionable insights for strategic decisions.
JeenieClient Experience Operations Manager
Jan. 2023 - Apr. 2023- Developed and implemented and improved processes between sales and client experience that led to better downstream information sharing throughout the client journey
- Drove forward the creation and implementation of an improved onboarding experience for all client tiers (self-sign up, mid-tier, and high-touch), working closely with CEO, marketing team, and Onboarding Manager
- Developed client-facing content to live on self-serve help portal (Zendesk), working closely with Support and Marketing
- Assisted in implementation of CRM (Hubspot), serving as a voice on behalf of the CX team, working closely with Head of Sales and members of the CX team
Butterfly Network, Inc.Digital Client Success Manager
Oct. 2021 - Jan. 2023- Developed client communication campaigns spanning the customer journey, from onboarding to renewal for individual, enterprise, ecommerce and direct sales segments increasing customer understanding and resulting in a decrease in related Support inquiries
- Overhauled NPS program, from client communications to tracking tools and reports, for increased clarity in responses resulting in better understanding of client concerns and goals as well as providing more precise reporting data for quarterly post market surveillance.
- Developed and implemented first-of-their-kind client relationship management processes; pilot phases identified gaps that had been resulting in financial losses or delays, - Analyzed ongoing KPI measurements including NPS, client adoption, utilization and growth for quarterly leadership reviews
- Launched JIRA projects and Confluence spaces for managing and tracking client-facing support article changes, cross-departmental change requests, issues related to client communications and client experience initiatives
- Improved internal information availability by leading Client Experience initiative to establish Confluence spaces and centralize processes and information across Operations, Support, Informatics and Customer Success teams
- Created and lead cross functional utilization team, increasing transparency across departments
Casenet, LLCSenior Program Manager
Apr. 2021 - Oct. 2021
Casenet, LLCProgram Manager
Sep. 2016 - Apr. 2021Bedford, MA- Designed strategic account management program to support complex enterprise client - Collaborated with Engineering, Product Development and Sales teams to propose, implement and compose quarterly results on Critical Performance Indicators for governance tracking of strategic client
- Coordinated with Engineering and Product teams to address client software and environment issues within SLA and SOW expectations, with a 98% SLA pass rate
- Ensured client projects and deliverables met goals for customer satisfaction, security, performance and quality to deliver new functionality and defect resolutions with transparent communication - Developed robust Confluence spaces for supporting strategic client relationships as well as internal processes to collaborate with cross functional teams for issue resolutions and deliverables - Lead internal Events team of 5-7 colleagues to plan twice-yearly company-wide outings for more than 200 guests as well as monthly activities in-person and via Zoom within allocated budget
- Participated in Employer of Choice task force
- Designed, implemented and published quarterly company-wide newsletter
Casenet, LLCApplication Solutions Analyst
Sep. 2015 - Sep. 2016Bedford, MA- Proposed and executed automated conditional logic priority ranking system for incoming tickets from clients to improve overall handling and routing of issues
- Provided application support and communicate technical issue resolution via email, phone, web and during customer-facing meetings
- Managed incidents to closure, including necessary escalations and leading internal task forces
- Communicated regular status and progress for both internal and external stakeholders
- Deployed the Casenet product suite for test, demonstration or educational purposes
- Assisted in testing new software functionality prior to release
- Assisted in generating training materials and other customer facing documentation
- Monitored and supported hosted environment network system availability and backups operations
- Documented all incidents in incident tracking system / CRM (JIRA/SF)
Brit + CoFreelance Contributor
Jul. 2015 - Dec. 2015
TexthelpTechnical Support Engineer
Apr. 2015 - Sep. 2015Woburn, MA- Provided product and technical support to clients and end users across school districts and universities
- Documented case progress and client communication thoroughly in CMS/Sugar to meet case quotas
- Wrote client-facing support articles to communicate issue resolution and reduce support inquiries
IntrinsiQ, LLCProduct Support Specialist
Nov. 2013 - Mar. 2015Burlington, MA- Provided functional and technical support to clients, monitor cases with Salesforce
- Updated SQL databases and monitor HL7 interfaces with various EMR systems
- Fostered experience with VMWare, RDP and various VPN clients
- Developed knowledge of several versions of application; submitting enhancements, bugs
FreelancePhotographer
Oct. 2012 - Apr. 2015- Real Estate Photography
- Portraits
WHDH-TVCyber Journalist
Jun. 2012 - Dec. 2013Boston, MAResponsible for all news web content including writing, producing, editing.
Manage engagement via social networks (Twitter, Facebook, Google +)
Basic knowledge of HTML, WordPress, video-editing software and Adobe Photoshop are required for creating and managing content across various platforms.
Examiner.comBack Bay Accessories Examiner
Sep. 2010 - Dec. 2012
Andaz Hotels by HyattServer
Aug. 2010 - Jun. 2012
SuccarraSocial Media Coordinator
Jan. 2010 - Apr. 2010
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