Valerie Moye - Customer success and product ops, Authorium (formerly City Innovate)

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Authorium (formerly City Innovate)Product Success Lead

Nov. 2023

RubiconDirector, Customer Success & Support, Smart City Team

Mar. 2022 - Nov. 2022Washington DC-Baltimore AreaRUBICONSmartCity, a SaaS offering originally designed for waste and recycling fleets, can be deployed across virtually any municipal fleet to help reduce costs, improve service, and promote more sustainable operations. • Promoted to establish the SmartCity team’s technical support function after pitching the business case to leadership. Goals were to improve the customer experience through professional technical support and a self-service knowledge base, free up CSMs to serve clients more strategically, and build the platform and data infrastructure to monitor customer health while scaling up. • Defined support team KPIs. Hired, onboarded and managed our first customer support specialist. • Set the vision for and launched the technical support function. Researched support platform requirements and costs, outlined process flows and RACI model for cross-functional collaboration and escalation, and defined structure and quality standards for our first product knowledge base. • Serve as a player-coach by continuing to manage customer accounts while mentoring new customer success and tech support team members.

RubiconSr. Customer Success Manager, Smart City Team

Dec. 2020 - Feb. 2022Washington DC-Baltimore Area• Manage the entire customer lifecycle for a portfolio of Northeast region accounts, including pilots, onboarding, adoption, and renewal. Serve as a trusted advisor to municipal public works leaders. 100+% ARR retention, and 70%+ pilot to contract conversion. • Strategized and implemented CS Operations improvements, including: internal team knowledge base, customer onboarding process standardization, CS team onboarding process documentation, and technical enablement training on GIS to improve client data review and onboarding. • Serve as CS point person on systems integration projects: draft or review business and functional requirements for systems integration projects; assist customers in testing APIs in Postman, guide user acceptance testing of integration configurations and data flows.

DataikuEnterprise Customer Success Manager

Jan. 2020 - Dec. 2020Washington DC-Baltimore AreaDataiku is an all-in-one data science and machine-learning platform that brings everyone together to drive business impact. RESPONSIBILITIES: ▸ Own customer success for portfolio of strategic Federal government and commercial customer accounts in the Eastern US and Latin America, totaling over $3 million ARR ▸ Partner with analytics managers and data scientists to strategize on success plans, and monitor progress toward achieving strategic goals, operational improvement and return on investment ▸ Advocate for client needs cross-departmentally and program manage customer concerns ▸ Work with Account Executives to identify and execute new opportunities for product or services expansions aligned with client's vision for growth. HIGHLIGHTS: ▸ Documented and evangelized the practice of account mapping of complex client stakeholders to the global CSM team ▸ Partnered with Dataiku's User Advocacy team to pilot a new process and platform for building Dataiku DSS user communities with a strategic enterprise account

Tyler TechnologiesCustomer Success Manager, Data & Insights Division (Socrata)

Feb. 2018 - Dec. 2019Washington DC-Baltimore AreaThe Tyler Tech Data & Insights Division (fka Socrata) helps governments leverage data as a strategic asset in the design and delivery of public policy and services. RESPONSIBILITIES: ▸ Own overall relationship with a portfolio of strategic State, County and City governments in the Eastern US region ▸ Serve as a trusted advisor to CIOs, CDOs, performance directors, and other program leaders to drive digital transformation leveraging the Socrata platform ▸ Partner with clients to discover and define measurable success outcomes for their programs, and monitor progress toward achieving strategic goals, operational improvement and return on investment ▸ Advocate for client needs cross-departmentally and program manage customer concerns ▸ Work with Account Executives to identify and execute new opportunities for product or services expansions aligned with client's vision for growth. HIGHLIGHTS: ▸ Recognized as "Most Valuable Customer Advocate" (2018) ▸ Managed a client portfolio representing over $3 million ARR during a critical transition year, including Socrata's acquisition by Tyler Technologies and go-to-market for our flagship Socrata Connected Government Cloud platform. ▸ Developed and lead a process for customer-facing teams (Sales, Services, Support, and Customer Success) to define, escalate, monitor critical customer feedback, and orchestrate a response with Product Development and Marketing. ▸ Collaborate with a grassroots team to establish, manage and grow internal adoption of our customer data platform. In the spirit of "dogfooding" our own product, we pipe data from multiple systems into Socrata's SCGC platform to enable self-service access to authoritative customer data. Won 2nd place at Division-wide hack-a-thon.

SocrataDigital Government Program Manager

Mar. 2015 - Jan. 2017Washington, District of Columbia, United StatesSocrata is a cloud software company with a mission to enable transparency and data-driven innovation in government. As a former government employee, I draw great satisfaction in helping our customers liberate, contextualize and add value to their data for internal and external users. RESPONSIBILITIES: ▸ Provided leadership to State & Local governments onboarding to and maturing their use of the Socrata Data Platform to achieve transparency, civic engagement, performance management, and operational efficiency outcomes ▸Assessed governments’ placement along a digital government maturity model; collaboratively designed roadmaps that align current and future projects as catalysts towards digital maturity ▸ Lead business analysis activities, including: elicit business and technical requirements, establish program success criteria, co-create data and process flows, wireframes, and user acceptance testing. ▸ Qualified and prioritized customer feedback and advocate for product enhancements. ▸ Developed documentation, training, and best practices to ensure customer success within industry verticals HIGHLIGHTS ▸ Co-lead the research, design and roll-out of a User Acceptance Testing process for implementations ▸ Recruited, managed and launched our first beta customers on Socrata's next generation financial transparency solutions, in coordination with product team. ▸ Consulted for the Socrata education team on course content, learning paths and objectives, and initiated a major revision of in-product video tutorials. ▸ Managed 45 implementation projects of Socrata's suite of financial transparency, 311 and public safety apps for state and local governments

SocrataData Analyst

Aug. 2014 - Feb. 2015Washington, District of Columbia, United States▸ Coached customers in structuring data for optimal usability and visualization on Socrata Data Platform ▸ Designed and trained customers on ETL workflows to automate data integration ▸ Assisted customers in complying with privacy policies to protect Personally Identifiable Information (PII) in context of open data publication

Yale Center for Industrial EcologyGraduate Research Assistant

Aug. 2012 - Jul. 2014New Haven, CTThe Yale CIE team studies how materials, energy and water flow through urban and industrial systems. I collaborated with a team of students and faculty across six research institutions through two NSF grants: Low-Carbon Cities in China, India, and the US and the Sustainable Cities Research Coordination Network. ▸ Designed and developed a cloud database application for industrial symbiosis research ▸ Directed summer field research in India: designed surveys and lead teams to investigate resource use across 30 industries in 2 rapidly urbanizing cities ▸ Co-authored a book chapter on public benefits of industrial symbiosis in the Handbook of Urbanization and Global Environmental Change ▸ Developed literature reviews and data visualizations on urban metabolism and urban typologies

City of ChattanoogaSustainability Performance Management Coordinator

Jun. 2010 - Jul. 2012Chattanooga, TN▸ Developed the City’s baseline greenhouse gas emissions inventory for municipal operations ▸ Designed performance measures for City’s first resource efficient municipal buildings policy ▸ Secured $25,000 in funding and managed Chattanooga’s participation as one of 10 US cities to beta test the STAR Community Index, a national sustainability rating system for local governments ▸ Established a partnership between City, local foundations and universities to develop a web-based GIS inventory of natural, cultural, and infrastructure assets in a 15 county, tri-state region. ▸ Supervised data management and IT/GIS resource development for the office ▸ Contributed to strategic planning and program development for a new government department

US Peace CorpsCommunity-Based Environmental Management Volunteer

Jan. 2007 - Jan. 2009Cajamarca, Peru▸ Developed a solid waste management plan using participatory community assessment. ▸ Established school-based mini-landfill and recycling programs to teach 190 students environmental health themes, train 8 teachers in project management, and generate extra income for two schools. ▸ Taught trash separation and mini-landfill construction in 60 rural households. Established partnership with local church to offer school lunches to children from these families as an incentive.