Tashia Davis - Enterprise Customer Success Manager, Sift, Walkme, Pipl, IDology

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Work Background

SiftEnterprise Customer Success Manager

Feb. 2024Atlanta, Georgia, United StatesServed as the creative product, and subject matter expert to drive the adoption of Sift's Digital Trust & Safety solutions: • Subject matter expert on Sift's products - worked closely with customers to cultivate long-term, trusted relationships to solidify continued partnerships. Led value discussions with customer stakeholders to ensure ROI and success with Sift's products (implementation to adoption). • Held consultative conversations surrounding chargebacks, transaction/event spikes, and increases/decreases in block rates; project managed the entire resolution process. Identified fraud trends and addressed business and technical challenges via Score Threshold Reporting and portal consultation to identify the best solution and further mitigate risk. • Worked cross functionally with Solutions Engineers, Product Team members, and Support team members to troubleshoot technical issues and raise health scores. Worked closely with AE and AM to identify upsell/cross-sell opportunities, appropriate use cases for Sift's solutions, and solidify contract renewals. ○ Q1 and Q2 2024 Renewals achieved at 100% of goal • Customer champion internally - provided feedback and found ways to improve the customer's experience through: ○ Process improvements ○ Feedback sessions with Product Team/UX Design ○ Customer access to beta products/service ○ Collaboration with Marketing on case studies and customer participation in webinars and panel discussions.

WalkMe™Customer Success Manager

Aug. 2022 - Feb. 2024United States This role involves managing a book of business consisting of Small/Medium, Enterprise, and Named account levels. Duties include, but are not limited to: o Building strong relationships with key stakeholders within organizations and leading customer engagements such as QBRs, EBRs, and mutual success agreements or CSPs. Quarterbacking the value conversation utilizing the HERO method, and helping the customer develop actionable and measurable goals and KPIs to highlight the value WalkMe brings to their tech stack. o Acting as a Project Manager to facilitate interactions between the customer and Professional Services (Solutions Engineer, Digital Adoption Consultants, Technical Account Managers) to complete a digital adoption project to build WalkMe content. o Working on a Tiger Team to develop CS Playbooks, and future state CS engagements and activities. o Working cross-functionally with Sales, Professional Services, Product, and Support to upsell solutions and ensure seamless delivery of solutions and services to customers o Identify opportunities for customers to act as advocates of WalkMe by way of Customer Stories, case studies, and/or references.

WalkMe™Diversity, Equity and Inclusion (BIPOC) Team Lead

Apr. 2023 - Dec. 2023

PiplSenior Customer Success Consultant

Feb. 2022 - Jul. 2022This role involved assisting the VP of Customer Success in building the Customer Success team from the ground up. This involved creating processes, procedures, and documentation surrounding onboarding, renewals and retention, customer engagement strategy (usage, adoption, health scoring), Strategic Business Reviews (SBRs), and OKRs. In addition, the Senior Customer Success Consultant has a full book of business and owns the operational relationship with Pipl’s most strategic and complex customers to support them throughout their partnership with Pipl. Duties include, but are not limited to: o Leading customer engagement across a range of industries and facilitate onboarding, strategic business reviews (SBRs) trust analysis (as opposed to fraud analysis), and consulting activities such as building use cases and determining best practice recommendations. o Developing SBR documentation and working with Marketing on finalizing Google doc and Powerpoints, building out maturity models based on where each individual customer is in the life cycle, developing success plans and POC processes. o Building lasting relationships with key stakeholders within the customer’s organization; understanding the use case for utilizing the solution, determining where Pipl’s solution sits in the waterfall, and helping define success criteria (reduction in time for manual reviews, less false positives for fraud, etc.). o Evaluating current CRM and new tools to be one source of truth for CS Consultants o Working cross-functionally with Account Management and Solutions Engineering to upsell solutions and mitigate any technical concerns with implementation o Identify opportunities for customers to act as advocates for Pipl by way of case studies, and/or references. o Working closely with Marketing to brainstorm upcoming webinars, participated in reach-out campaigns to garner customer participation o Manage customer issue escalations, and provide ongoing support (as needed)

RFPIO Inc.Member of Internal Diversity, Equity and Inclusion Board

Apr. 2021 - Feb. 2022Leader in the initial group of DEI internal board members. During my time in this role I was active in the following: - Creating a charter and mission statement - Working with HR to capture and obtain employee demographic information in order to establish the "State of Diversity" within the company - Interviewed 3rd party vendors to determine the best candidate to perform an overall assessment of the organization, so that we could establish a baseline on where the company culture stood on DE&I. Worked directly with 3rd party IDI facilitators, and established a plan where there would be baseline testing and individual readouts of results, and a plan of action to move the organization in the right direction of more inclusivity and ensuring awareness of bias. - Assisted in budget planning for overall company training and IDI efforts.

RFPIO Inc.Enterprise Customer Success Manager

Mar. 2021 - Feb. 2022United StatesIn my role as an Enterprise Customer Success Manager at RFPIO Inc., I served as the primary point of contact for customers, ensuring they were fully leveraging our solutions to achieve their business objectives. I facilitated kick-off meetings, provided training to administrative staff, and conducted executive business reviews to ensure customer satisfaction and retention.

Clean EarthManager, Customer Success

Feb. 2020 - Mar. 2021Greater Atlanta AreaThis position involves remotely quarterbacking a team of Client Mangers who oversee enterprise level accounts bringing in $38+ million in revenue per year. This position also involves tracking and managing escalated concerns and trends. This includes but is not limited to: o Team Management: - Coaching/Mentoring account managers to provide best-in-class customer experiences as well as providing training in personal development and growth management. Responsible for spotting trends and removing obstacles that impede delivering the highest levels of customer satisfaction. - Managing day to day team operations such as forecasting, budget planning, reviewing current processes/procedures and implementing new ways of doing business, overseeing/assisting in developing SOP documents to document current and new processes. - Partnering frequently with National Account Managers (Sales) to strategize on customer requests regarding reporting, account structure, retention, reviewing contracts, SOWs, and amendments. - Maintaining the overall Client Relationship by being liaison between Client and Client Specialist on high level and/or escalated concerns. o Managing Objectives and Reporting: - Building and maintaining Dashboards/Scorecards tailored to customer specific contracts to track our meeting of service levels, KPIs,and contractual obligations. This involves heavy Excel utilization in addition to data analyzation. - Implementing service levels for how/when the Customer Success teams respond to internal/external requests. - Managing all escalations; building and maintaining escalations tracker to detail the concerns and the service levels surrounding them, and then analyzing and reporting out on the data to the customer and executive leadership. - Overseeing the gathering and analyzation of metrics/data for QBRs, formatting and organizing presentations and presenting to customer’s corporate contacts, as well as internal executive leadership.

IDologyCustomer Success

Oct. 2017 - Feb. 2020Marietta, Georgia This position involves being the primary owner of the business relationship with the Client surrounding IDology’s identity verification software, which includes but is not limited to: o Onboarding: - Assisting Clients with decisions on which products to activate from the IDology product suite, based on the workflow for their business and best practices for their industry - Setting up Client accounts via the IDology web portal - Training Clients on products via WebEx, JoinMe, or Google Hangouts by walking them through the portal and conducting product demonstrations. o Account Management: - Developing and maintaining relationships with key contacts within client organizations (Tier 1 – Tier 5). Recording all Client information and discussions via Salesforce. - Analyzing data to catch any integration issues and monitoring fraud trends to identify and mitigate risk. - Assisting with implementation of IDology products and providing on-going customer service, technical support, and implementation assistance for questions and/or concerns. o Strategic Growth Management: - Researching industries (banking/prepaid, healthcare, gaming) to be able to assist with maintaining compliance and making best practice recommendations - Retaining clients by making product recommendations that could streamline workflows and increase revenue. Upselling services in the product suite to build layers and create additional friction within identity verification and working directly with Sales Department to create product bundles and/or special pricing. - Analyzing data and generating monthly or quarterly reports and distributing to Clients and/or discussing monthly results via WebEx, JoinMe, or Google Hangouts o Additional Responsibilities: - Training new team members on IDology and Client Solutions procedures/processes - Creating training and procedural manuals to document processes

Verizon ConnectQuality Assurance Analyst

Dec. 2014 - Oct. 2017Atlanta, GeorgiaI drive Agent performance to ensure world-class customer service for each customer interaction by: o Maintaining on-going partnerships with After-Market/OEM Vendor Managers and internal leadership to uphold call center quality scores, client/program requirements, and KPIs for each line of business within vendor and internal call centers. o Hosting listening/calibration sessions with business partners to ensure updated product, process, and procedural information and to ensure quality is measured consistently o Developing curriculum and mock call scenarios in accordance with individual program features and specifications including: - Establishing performance and service standards and developing strategies to implement new Customer Experience (CE) programs across multiple call centers and departments - Developing the Customer Experience (CE) Job Aid to assist Quality Analysts with scoring under new CE methodology. - Developing Quick Reference Guides (QRGs) and guides for inbound specialists listing Frequently Asked Questions (FAQs) - Training leadership and call center Agents on Customer Experience methodology and scoring o Performing quality monitoring for all customer interactions (voice and data), customer survey analytics, and ensuring data consistency of quality and customer satisfaction data through regular testing and customer satisfaction reporting. o Performing closed case analysis and/or quality reviews to identify performance gaps which includes: - Identifying and researching trends for various departments and highlighting strengths/best practices; documenting areas of opportunity and recommendations for resolve - Investigating requests from various stakeholders (Client, Call Center, Vendor Manager) and working with appropriate parties/departments to identify root cause and appropriate resolution - Presenting findings to various levels of leadership to include appropriate coaching/feedback for parties involved, and recommendations/resolutions

Verizon ConnectQuality Assurance

Aug. 2014 - Nov. 2014 This role involves performing quality observations for consumer telephone and mail contacts to ensure accuracy and completion. The duties include but are not limited to: o Performing daily audits by sampling various case types and other relevant customer data points to support the Customer Experience by performing call monitoring and database review. o Identifying quality opportunities and process/policy gaps. Document findings and prepare readouts to include plans that are comprehensive, actionable, and measurable in support of the Customer Experience. o Analyzing trends and preparing compiling data into Excel and PowerPoint to present to various levels of leadership. o Create and maintain weekly/monthly reports; partner with Executive Relations Leadership and Operations via conference calls, surveys, etc. to go over reports, deliver insights, and follow up on action plans.

Verizon WirelessExecutive Relations

Jan. 2002 - Nov. 2014Alpharetta, GAResponsible for handling the investigation, resolution and documentation of written complaints from the FCC, BBB, AG and PUC. Duties include: - Analysis of trends and processes leading to the identification and implementation of alternative solutions to recurring problems. - Assist in collecting data for use in creating presentations for meetings with Executives and Call Center personnel. Prepare monthly, quarterly and ad-hoc reports indicating Corporate and Area trends. - Identify the root cause of problems by evaluating results and analyzing customer complaints for early detection of problem trends. Make recommendations to management on areas requiring action. - Assist with Small Claims, Mediations and Arbitrations as needed.

Verizon WirelessCall-In Rate and Analysis/Project Management

Sep. 2013 - Apr. 2014Alpharetta, GA- Observe and analyze calls focused on specific areas of opportunity for the business such as repeat calls, transfers, and new products/devices. This includes but is not limited to: o Monitoring and evaluating customer contacts to determine call drivers o Researching specific issues that increased call volume and creating detailed reports using PowerPoint and Excel to detail findings o Present data, findings, and recommendations to various levels of management o Designed tracking tool (Excel) and use it to communicate findings/process improvements to VLSS/HQ Team via weekly emails and bi-weekly conference calls