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Work Background
Wizards of OpsMember
Feb. 2024Wisconsin, United StatesWizards of Ops is the best Slack community for operations professionals to gather, question, and share their expertise. With over 800 members and 350 companies represented, WizOps functions as a community to get advice, accolades, and dive into the sorcery of everyday operations conundrums. As a bonus, the WizOps community is ops-only, making it easier for our members to do good work and get the job done.
Riskonnect, Inc.Senior Analyst Success Operations
Jan. 2024• Leverage data to create analyses on Customer data (Health, Risk & other Customer Journey
data) which result in actionable insights and strategic recommendations for the Customer
Success leadership team.
• Dissect trends, quantify opportunities, and undertake customer and driver-based revenue
modeling to support business planning and forecasting processes.
• Own and develop reporting and analytics for Customer Success and Support; driving increased
visibility into core metrics such as renewal rates, time to solve, gross and net retention, client
health scores and other metrics.
• Analyze and evaluate the impact of key business initiatives, and proactively surface insights and
areas of opportunity for the business.
• Ensure leaders and individual contributors work with the right set of leading, real time, or
lagging date set to measure customer performance and take action to achieve goals.
• Implement processes to improve operational efficiency in a rapidly growing environment.
• Build, maintain, and communicate detailed reporting, dashboards and analysis on key business
metrics and challenges.
• Partner with Customer Success leadership to understand and develop scalable strategies to
improve business processes and systems, with a focus on operational excellence, improving
team effectiveness and efficiency, and driving key outcomes for customers to achieve retention
and health goals.
• Develop a deep understanding of how Success Management correlates to Gross Retention
across all products and customers.
• Collaborate with cross-functional teams across disciplines such as Finance, Sales Operations, and
Professional Services.
nCloud IntegratorsSenior Customer Success Consultant
Apr. 2022 - Jan. 2024● Achieved 158% of project delivery in Q1 2023 and 121% in Q2 20223
● Manage an enterprise client base while maintaining 90% renewal rate with a 75% increase in renewal contracts bolstering sales from $79K to $140K. ● Collaborate and develop a Strategic Service focused on Customer Health Scoring.
● Develop a consultative relationship with each client via an in-depth understanding of their business model, strategy, digital properties, key initiatives, business goals, and KPIs
● Drive improvement to customer success strategies by providing strategic recommendations that surface in client’s Gainsight platform
● Provide guidance on use case best practices and leveraged Gainsight to solve business problems and effectively execute on their digital strategy via daily client interactions
● Partner with the account team to secure renewals and support upsell opportunities through enablement and business value.
● Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, and systems integrations) across multiple clients. ● Maintain expertise in Gainsight and other relevant software as it pertains to Customer Success processes
● Identify opportunities for improvement of existing tools and processes, including adoption of new features in each Gainsight major release
● Accurately define project requirements, goals, resources, and metrics for success. Evaluate and assess assigned project(s) on an ongoing basis.
● Identify and track deliverables and tasks/activities associated with deliverables.
N2YCustomer Success Operations Manager
Feb. 2020 - Mar. 2022Greater Milwaukee Area● Managed Customer Success Operations Team of 3 Employees. ● Designed and implemented a segmented health scorecard based on Deployment, Engagement, Adoption and ROI measures.
● Led the development and implementation of a Professional Learning scheduling process using Smartsheets and Google forms leading to the creation of the Professional Learning Operations team and hiring of the PL Operations Manager. ● Managed cross-functional team and stakeholder communication and oversaw the development of Customer Success product solutions within Gainsight software.
● Identified enhancement opportunities in the product led feedback process and led the change management that included cross-functional communication, reporting and analysis of omni-channel feedback.
● Tracked leading indicators of implementation, adoption and risk, and analyzed for opportunities of process improvements.
● Determined timing and content of touch points for Customer Success Advocates (CSA) and technology along the customer journey, to drive adoption and net promoter score.
● Designed and Coordinated 1:Many communications using automotive technology within Gainsight to assist in CSA’s customer engagements.
● Detected early signals of at-risk implementation, or renewals, and created step by step playbooks for CSAs to implement the escalation process.
JabmoMarketing Manager
May. 2019 - Nov. 2019Madison, Wisconsin Area● Develop and maintain Account-Based Marketing Digital campaign focused on 250+ key target
accounts that resulted in engagement from 93% of target accounts.
● Developed new Paid Search strategy and directed execution of PPC campaigns that resulted in
an average of 63% month over month growth.
● Manages digital budgets and improves performance of Paid Search advertising and organic
search traffic.
● Utilizes A/B testing and multivariate analysis to improve conversion rate of website visitors.
● Migrated email platform from Pardot's Marketing Automation platform to Mautic’s
Open-Source Marketing Automation platform
● Set-up all visitor website retargeting on multiple digital platforms including LinkedIn and
Facebook.
● Generated extensive digital marketing analytics including, but not limited to, trend analysis
reports, subscriber engagement reports, and growth reports.
JabmoSenior Customer Success Manager
Sep. 2018 - Feb. 2020Madison, Wisconsin Area● Align with key members of executive-level management teams through virtual and on-site QBR and ABRs' to strategize and build their Account-Based Marketing (ABM) program. ● Advise and support new clients to drive adoption, loyalty and deliver continuous value.
Strategize with new business pre-sales to create ABM use cases and expand footprint into existing accounts. ● Develop copy/made recommendations within corporate business departments on event marketing and press releases to ensure marketing plans aligned with ABM strategies to best represent the client's digital footprint.
● Design and lead many complex ABM initiatives including landing page and creative designing, digital campaigns for product launches, press releases and global events.
● Internally be the customer advocate to provide feedback to the product, R&D, marketing and sales teams. ● Coach and Develop US and Mauritian customer success team, with emphasis on their customer success fundamentals and processes. ● Generate extensive digital marketing analytics including, but not limited to, trend analysis reports, subscriber engagement reports, growth reports and sales alignment reports.
● Participated and led many complex projects for the Customer Success and Design department including establishing standard operating procedures, creating process documentation and rebuilding best use cases of team collaboration software. ● Clients managed included, Abbott, National Instruments, Avery Dennison, Chemetall.
FISImplementation Specialist
Apr. 2018 - Sep. 2018Greater Milwaukee Area● Educated and guided 50+ customers through network platform conversion project through
all phases of customer interactions including kick-off, onboarding, and bi-weekly customer
updates.
● Collaborated with account managers to provide assistance in project management and data
validation.
● Acted as client advocate internally and coordinate with other Scrum teams to implement
client systems, complete projects and address ongoing service needs.
● Assisted in defining priority, tracking, and managing issue resolution
● Coordinated and participated in bi-weekly conference calls with customers and project
managers to discuss and identify the project timeline and any possible issues that may need
to be validated or resolved.
Adaptive Engineering Lab (AEL)Senior Account Service Specialist
Jan. 2014 - Apr. 2018Greater Milwaukee Area● Conducted product demonstrations both internally and externally resulting in bringing new
business worth $500K ARR.
● Maintained and enhanced customer satisfaction by providing ongoing, proactive support
throughout the customer life cycle for 72 key accounts with a 90% renewal rate.
● Conducted online website demos for new and current clients after launching new website.
● Created a training program on 3 top product categories that was used to train sales,
production and new employees.
● Exercised a strong ability to multi-task and work cross-functionally in a dynamic environment
while still training new hires.
Adaptive Engineering Lab (AEL)Customer Service Specialist
Jan. 2014 - Jan. 2016Greater Milwaukee Area● Provided and analyzed required 3 daily and 6 monthly sales KPI reports and to track client
records utilizing Microsoft Excel.
● Built relationships with the only 4 international customers from Argentina, Europe, Australia,
and New Zealand, resulting in a $1500/ month sales increase.
● Exercised strong ability to multi-task and work cross-functionally in a dynamic environment
by answering 75 incoming calls, 200 emails and 15 website chat requests a day.
● Oversaw customer service department by creating and implementing policies and
procedures as it relates to data entry, customer complaints, and order issues.
● Managed call volumes and employee schedules to ensure an accurate amount of coverage available for incoming vendor and client calls at all times.
Wisconsin Veterinary Referral CenterCustomer service representative
Jan. 2012 - Jan. 2014Waukesha,WI● Managed a team of three employees through the implementation process of WVRC policies
and procedures after company location acquisition.
● Worked to understand, empathize, and act on customer needs while always keeping
customer experience as the primary focus.
● Maintained a high level of organization and attention to detail in order to effectively be able
to communicate important information across multiple teams and departments.
● Cross-trained veterinary technicians and veterinary doctors on customer service and front
desk responsibilities to establish consistent high customer service standards even during the
off hours.
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