Leading 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.
- 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 cli...
- 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 ...