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Work Background
SpotHopperAccount Executive
Sep. 2025Charleston, South Carolina Metropolitan Area
Case Status®Enterprise Customer Success Manager
Jun. 2024 - Sep. 2025-Serve as the primary point of contact for a portfolio of enterprise clients, including C-suite executives, managing partners, and attorneys, ensuring that each client derives maximum value from the legal tech platform.
-Conduct in-depth Quarterly Business Reviews (QBRs) with clients to analyze usage patterns, identify areas for improvement, and deliver customized recommendations to enhance platform engagement and client adoption.
-Partner closely with clients to align platform features with their specific needs, driving improvements in efficiency, collaboration, and overall client satisfaction.
-Support platform integrations by collaborating with the technical implementation team, providing expert guidance, and answering technical questions related to integrations and troubleshooting.
-Act as a trusted advisor, offering data-driven insights and proactive suggestions for enhancing client performance, reducing churn, and improving overall client success.
-Develop and maintain strong relationships with key stakeholders across client organizations, building trust and establishing a reputation for delivering high-quality customer support and value.
-Collaborate with the sales team to identify opportunities for upselling, cross-selling, and expanding the use of platform solutions within existing client accounts.
-Create and deliver comprehensive training playbooks to clients on platform usage, ensuring high levels of adoption and ongoing engagement.
-Continuously monitor client health metrics to identify potential risks and address issues before they affect customer satisfaction or retention
BonzoTeam Lead, Customer Success Manager
Aug. 2023 - Jul. 2024Columbus, Ohio, United States
BonzoCustomer Success Manager
Aug. 2023 - Jun. 2024Columbus, Ohio, United States- Spearhead the onboarding process for new clients, ensuring seamless integration of products/services and providing comprehensive training sessions to optimize user experience.
- Proactively engage with clients to understand their business objectives and challenges, and provide strategic guidance and support to maximize value derived from our solutions.
- Serve as the primary point of contact for customer inquiries, escalations, and issue resolution, consistently exceeding service level agreements and maintaining high levels of customer satisfaction.
- Collaborate cross-functionally with sales, product development, and marketing teams to relay customer feedback, identify opportunities for product improvement, and drive product roadmap initiatives.
- Conduct regular business reviews and performance assessments with assigned accounts to identify opportunities for upselling, cross-selling, and expansion of services.
BonzoMember Success Advisor
Aug. 2023Columbus, Ohio, United States
Ohio Chamber Insurance AgencyLicensed Insurance Agent
Feb. 2021 - Aug. 2023• Appointed producer for UnitedHealthcare to sell Life, Health, and Ancillary products in the small businesses market.
• Developed effective sales presentations to all prospects and ongoing clients.
• Skilled in upselling and cross selling members of the Ohio Chamber of Commerce to join the Ohio Chamber Health Benefit Program (MEWA).
• Maintained a regular follow-up schedule with each active client and offered training for client employees and benefit specialists.
Ohio Chamber of CommerceDirector of Client Relations
Dec. 2019 - Aug. 2023• Coordinated with UnitedHealthcare Account Executives and Underwriters to ensure all groups enrolled in program followed all necessary policies and guidelines.
• Responsible for all member communication and outreach regarding requested documents, past dues, and renewals.
• Attended all Board meetings, responsible for assembling agenda materials and disseminating minutes to all board members after. • Point of contact for all brokers selling the MEWA program.
• Maintained a 95% yearly broker membership retention.
• Assisted in creating and implementing the Ohio Chamber’s transition to new database. • Performed monthly program audits using reports provided by UnitedHealthcare.
Ohio Chamber of CommerceDirector, Client Relations
Dec. 2019 - Aug. 2023• Coordinated with UnitedHealthcare Account Executives and Underwriters to ensure all groups enrolled in program followed all necessary policies and guidelines.
• Responsible for all member communication and outreach regarding requested documents, past dues, and renewals.
• Attended all Board meetings, responsible for assembling agenda materials and disseminating minutes to all board members after. • Point of contact for all brokers selling the MEWA program.
• Maintained a 95% yearly broker membership retention.
• Assisted in creating and implementing the Ohio Chamber’s transition to new database. • Performed monthly program audits using reports provided by UnitedHealthcare.
The Contemporary DaytonMarketing and Public Relations Coordinator
May. 2019 - Dec. 2019-Responsible for creating press releases about upcoming events, exhibitions and emerging artists.
-Contributed to conducting grants and proposals for sponsorship of future events.
-Responsible for all marketing and PR tactics.
-Assisted with organizing the company's communication's campaign.
-Conducted qualitative and quantitative research to help guide new creative efforts.
-Gained extensive knowledge with software such as Adobe InDesign and Adobe Illustrator.
The Next WaveDirector of Reconstructing Dayton
May. 2018 - Sep. 2018Dayton, Ohio Area-Created and implemented concept development and campaign strategies. -Recruited supporters and donors to achieve goals created by Reconstructing Dayton. -Identified and achieved marketing trends to gain support and interest within the Dayton area. -Communicated with local Municipal Clerks of Court to gain insight on vendor pricing. -Responsible for day-to-day operations of campaign development. -Collaborated in producing solutions to unify Montgomery County and Greater Dayton area based on the Municipal Court systems. As the first director of Reconstructing Dayton I built a dataset to inform and initiate a discussion of the cost of too many competing governments. Using this data, I recruited volunteers to help organize, input and analyze data, and then publicize the costs per constituent. This novel way of looking at the cost per person, formed the basis of the public information campaign that brought in donors and empowered us to spread the message. I helped craft a media strategy, a campaign, and public events where the data was used to show how consolidation and collaboration could reduce the costs of government- to help make the Dayton community more desirable for investment and to propel growth through smart government.
SapientRazorfishBrand Strategist (Internship)
Mar. 2017 - Sep. 2017Dayton Metropolitan Area-Maintained executive's appointment schedule by planning and scheduling meeting and teleconferences -Completed projects assigned by managers and executives -Contributed to the design of a social media campaign for Acura NSX's campaign -Valuable knowledge in programs such as Oracle, Confluence, and JIRA -Completed all Razorfish employee profiles.
SapientRazorfishExecutive Assistant
Jun. 2016 - Sep. 2016Dayton, Ohio Area-Maintained executive's appointment schedule by planning and scheduling meeting and teleconferences -Completed projects assigned by managers and executives -Contributed to the design of a social media campaign for Acura NSX's campaign -Valuable knowledge in programs such as Oracle, Confluence, and JIRA -Completed all Razorfish employee profiles.
SapientRazorfishBrand Strategist
Jun. 2016 - Aug. 2016Dayton, Ohio Area-Maintained executive's appointment schedule by planning and scheduling meeting and teleconferences -Completed projects assigned by managers and executives -Contributed to the design of a social media campaign for Acura NSX's campaign -Valuable knowledge in programs such as Oracle, Confluence, and JIRA -Completed all Razorfish employee profiles.
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