iorad

Customer Success Manager

the old girls club

Member

Lavender 💜

Senior Customer Success Manager

Promoted into the Customer Success Manager, Scaled role, I was responsible for creating the company's first roadmap for scaling existing customers.

I increased ARR by ~$20k in < 3 months by identifying upsell opps based on customer usage data, proactively noting cost-saving measures for customers through early renewals.

I also created a 365 day success plan for all customers, setting expectations and deliverables for first 30 days, 60 days, and quarterly check-ins.

Customer Success Manager, Scaled

As a team of one in User Success, I was responsible for the day-to-day management and resolution of any inquiries or troubleshooting requests from our users. Using Intercom as our primary communication tool for support, I was able to:

- Increase CSAT to 96% by resolving ~20 inbound support tickets per day
- Create 75+ custom responses for the AI chat agent, answering ~90% of customer questions, and resulting in ~50% resolution without teammate involvement, increasing support bandwidth
- Save the company approx. $32k in operating costs by reducing median resolution time by an average of 30 minutes
- Manage audit of Knowledge Base articles, editing 80+ existing articles, and creating 10+ new articles

User Success

NationBuilder

As the account manager for 50 Enterprise customers, I was committed to their success, satisfaction, and retention. Using my relationship-building skills and empathy for the common challenges faced by my customers, I guided them in leveraging the platform effectively, translating their goals into achievable milestones.

I drove adoption by providing technical troubleshooting and strategic coaching on a daily basis, while actively contributing ideas to enhance the effectiveness of the global team. I identified and addressed potential risks to customer retention, and advocated for customers by representing their needs to the Product and Engineering teams.

Highlights include:
⇢ Exceeded growth and revenue retention targets (203% and 132% averages) through strategic identification of customer growth areas.
⇢ Generated $850k in renewals revenue by providing strategic solutions, generating customer ROI, showcasing lifetime value, and ensuring optimal product performance to minimize churn.
⇢ Developed and implemented a first-ever custom online learning course, encompassing 15+ modules, 75+ topic lessons, 100+ content pieces, and 200+ edits.
⇢ Expanded product adoption by creating 150+ materials of use case-focused documentation, webinars, and blogs, enhancing customer education and marketing efforts.
⇢ Collaborated on post-sales implementation deliverables for 20 customers, translating technical concepts for non-technical audiences.
⇢ Partnered with Revenue Operations to close 100% of new bundled upsell opportunities and deliver ROI-driven add-ons to maximize customer satisfaction and product adoption.
⇢ Administered and analyzed 100+ pieces of user feedback, providing revenue-driven recommendations for product enhancements, including API offerings.
⇢ Skills: Google Suite (Gmail, Drive, Docs, Sheets, Slides) | Slack | Coda | Trello | Jira | Intercom | Asana | Any.do | Canva | Adobe | Dropbox | 1Password | 15Five | Zoom | Loom | Tango | Scribe | Coassemble | Notion

Customer Success Manager (Enterprise Account Manager)

Habitat for Humanity of Wake County

Highlights include:

⇢ Developed strategic roadmap to grow 50+ enterprise account investments, managing $1.45M+ in annual revenue and leading programmatic engagement.

⇢ Identified engagement and adoption gaps across 30+ opportunities. Utilized cost-benefit analysis to iterate and enhance strategic plans for FY20 and FY21.

⇢ Successfully lead the transition from in-person events to virtual format in March 2020. Adapted, produced, and hosted the organization's inaugural Virtual Women's Build program through live events featuring community stakeholders, key accounts, and partners.

⇢ Created compelling communications to grow activation from funders, stakeholders, and internal audiences while promoting the organization's brand and core principles.

Skills: Google Suite (Gmail, Drive, Docs, Sheets, Slides) | Microsoft Office (Word, Excel, Powerpoint) | Blackbaud (Raiser's Edge) | Classy | Constant Contact | VolunteerHub | Canva | Adobe

Director of Partnerships (Corporate Relations)

The V Foundation

Working with the V Foundation under a Contract Consultant role, I oversaw all aspects and strategies of community engagement and outreach for The Victory Ride to Cure Cancer annual fundraiser. The 2019 fundraising goal is over $400K and the event has trended evenly YOY from 2018.

The V Foundation and The Victory Ride to Cure Cancer are advancing and bolstering community awareness, engagement and activation through the strategic development of grassroots outreach plans. My highest focus was on cultivating and mobilizing corporate and community partnerships to create multiple fundraising sources. Our reach goal was to boost team participation to a minimum of 20 teams combining a minimum of 740 participants.

Consultant - Community Engagement and Outreach, The Victory Ride

Lahey Health

With Lahey Health I was an integral part of the team that directed fundraising and stewardship activities through affinity programs. I engaged nearly 15,000 constituents that supported philanthropy of the Lahey Health system.

Highlights include:
•	Grew annual recurring revenue by $350K+ in under 6 months through acquiring, activating, and managing 15K+ clients across engagement programs.OY. 
•	Developed and executed onboarding material and training on SaaS platform, translating technical elements by creating 10+ bespoke manuals and evergreen how-to guides for internal and external partner use.

Skills: Google Suite | Raiser's Edge | Teamraiser | Luminate | Blackbaud | Adobe Suite

Associate Director, Philanthropy Programs (Affinity)

Phillips Academy

With Phillips Academy I returned to an Alumni Engagement role, overseeing a larger territory. I managed 10 accounts of active alumni volunteer committees, comprised of 15+ members, and engaged constituencies in the three largest regions: NYC, Northern California, & Southern California.

I executed 60+ unique events to drive customer engagement and new revenue generation opportunities that impacted over 6,000 constituents and achieved a benchmark 10% increase in unique engagement through the execution of bespoke, complex programs and targeted outreach through digital and social media communications.

The highlight of this experience was the opportunity to develop and complete multiple regional Head of School events each year, engaging the alumni community around the Academy’s leadership. When the Academy launched a new $400M capital campaign my team and I developed and executed 3 campaign launch events in a single quarter. These events hosted the Head of School as the guest speaker to promote the new campaign.

Skills: Microsoft Office Suite | Datatel | EverTrue | Graduway | EventFarm | Cvent

Assistant Director, Alumni Engagement

Greater Haverhill Chamber of Commerce

Familial obligations required my return to MA. I was connected to the Greater Haverhill Chamber of Commerce, who needed a part-time Membership Coordinator. This role was mutually beneficial as I was able to help boost their revenue while fine-tuning my sales and networking skills and exposing myself to the local business community.

In my tenure, I personally closed 80% of new memberships, boosted retention and performed membership-to-benefit analysis; increased revenue for Chamber, and brand awareness and value for clientele.

Requiring full-time work, I accepted a role in the education industry again and remained a volunteer with GHCC.

Membership Coordinator

Occidental College

Seeking a different application for engagement, I moved to LA and accepted a role with Occidental College as the Assistant Director of Alumni and Parent Engagement. The goal for this role was to create and maintain involvement and a sense of ownership among Alumni and student-body parents of the College. 

We developed and implemented nationwide, strategic engagement plans for more than 22,000 constituents from 10 regional alumni chapters and 12 alumni affinity groups. This required the recruitment, training and management of a team of over 20 volunteer leaders who, in turn, executed engagement events. A point of pride for me was the creation of 10 identity-based groups to support on-campus collaboration and scholarship fundraising efforts. These groups were vital to increase visibility, awareness, and engagement among the diverse alumni body and offering more opportunities for inclusion.

Skills: Google Suite (Gmail, Drive, Docs, Sheets) | Microsoft Office (Word, Excel, Powerpoint) | Smartsheet | iModules | WebEx | Cvent | Perfect Venue | Adobe Suite

Assistant Director of Alumni And Parent Engagement

With 15+ years of diverse experience in non-profit, education, SaaS, and media, I bring a ton of valuable insights and diverse viewpoints to customer success, advocacy, and enablement. I'm a pro at communicating across different platforms and connecting with people wherever they are. In conversations, I always bring empathy into the mix. It's not just about explaining what's important, but also why it's crucial for both the customer *and* the company.

My boundless curiosity has made me an exceptional relationship builder, a colleague who cares deeply for others, and an enthusiastic collaborator who is obsessed with all things Customer Experience.

Whether I’m talking to a customer or collaborating on a project, my mission is to:
⇢ Quickly understand the end goal
⇢ Uncover the pain points
⇢ Get creative on strategic solutions
⇢ Empower others

I was the first non-cheerleader in my high school history to be named “Most Spirited” in the yearbook superlatives.

(I can’t point to any records specifically, but there aren’t any records refuting it either, so…)

I guess you could say my enthusiasm for customer success and advocacy is just a part of my DNA. (But I’ll also bring the pom-poms to meetings, just in case.)

If you’re looking for someone who can communicate value, translate customer feedback into actionable insights, loves strategizing on how to make the most of a product, and isn’t afraid to ask lots of questions - let's connect!

--

Some recent achievements:
⇢ Exceeding growth and retention targets (203% and 132% averages) for a portfolio of 40+ B2B and B2B2C global enterprise customers
⇢ Building and managing 15+ learning modules and 75+ topic lessons; writing 100+ pieces of content; and executing 200+ edits for an enterprise customer's custom online learning course.
⇢ Increasing global product adoption by creating 150+ pieces of segment-focused documentation, customized workflows, and onboarding training decks for both technical and non-technical audiences.

Other highlights:
⇢ Give-first mentality
⇢ Epic trivia teammate
⇢ If Googling things was a professional sport, I’d be Serena Williams
⇢ High EQ - I *can* read vibes through Slack messages and Zoom calls

✨Opinions/views are my own✨

Ashleigh Bergh Duggan ✨

GameChanger

Responsible for hiring technical full time roles across Engineering teams (see link below for open roles)
Established DEI initiatives in first month
Partner with people team for Employer Branding updates
Audit and update current pipeline management
Hired 10 candidates within the first 90 days.
99% offer acceptance rate among mid-level to management roles.

Some roles I've recently filled:
- Data Platform Engineer
- Staff Backend Engineer
- Senior Engineering Manager, Mobile (multiple teams)
- Senior iOS Engineer
- Senior Full stack Engineer
- Senior InfoSec Engineer
- GRC Analyst
- Quality Assurance Manager

GameChanger (a subsidiary of DICK’S Sporting Goods) has company-wide practices to monitor and protect the company from significant compliance and monetary implications as it pertains to employer state tax liabilities. Due to said guidelines put in place, we are unable to hire in AK, DE, HI, IA, LA, MS, MT, OK, and SC.

Senior Technical Recruiter

Teal

Laid off due to company restructuring 


Notable Achievements:
- Created and implemented a social media content strategy resulting in a 30% increase in followers across all platforms within the first 50 days.
- Increased average reach per post by 44% through SEO optimization of titles, tags, captions, images, etc within the first 90 days.
- Successfully implemented the company's inaugural applicant tracking system, resulting in a 50% increase in application processing efficiency.
- In 10 months, gained over 246K followers across all social platforms, resulting in a 216.85% percent increase from the previous year.
- Surpassed over 21 Million social impressions across all channels in just 8 months through content, influencer marketing, and organic reach.

General Responsibilities:

- Own the social media content creation process end-to-end
- Ideate, concept, and create organic written and video content for Teal’s social media accounts, including TikTok, YouTube (+Shorts), LinkedIn, and Instagram
- Manage and track all Influencer Partnerships and coordinate scheduling for content.
- Utilize digital tools like Notion, Airtable, Metricol, Hootsuite, Canva, and Capcut for content management, analytics and creation. 
- Oversee community management including responding to DM's, comments, and engaging with followers and connections
- Generate comprehensive weekly reports detailing social media performance, growth, and engagement metrics
-Implement data-driven strategies to maximize reach, increase followers, and enhance brand visibility
- Run point on recruiting processes and pipeline management
- Design and execute a comprehensive recruitment strategy that aligns with the growth goals and attracts top talent

Recruiter & Social Media

Amazon

*Role eliminated during company-wide layoffs*

Notable Achievements:

- Reduced time-to-fill for by 20% on average by optimizing sourcing strategy and streamlining the interview process
- Increased software engineering candidate interview pass rate from 50% to 70% by implementing a structured interview prep program focusing on technical and behavioral skills.
- Successfully managed sourcing for 12+ concurrent requisitions, maintaining robust pipelines of over 200 qualified candidates weekly.
- Hosted weekly sourcing jam sessions with recruiting partners within the ADG TA org resulting in pipeline growth of over 45%.

General Job Responsibilities: 

• Actively source qualified candidates for Software Development Engineers for Amazon's Prime Video Team
• Conduct over 20 recruiter screen calls weekly with prospective candidates within the framework of the position specification
• Track market trends and analytics to improve recruiting processes
• Partner with hiring teams to ensure business needs are met and strategize ways to improve hiring methods
• Recommend ideas and strategies related to recruitment that will contribute to the long-range growth of the company, implementing any new processes and/or fine tuning standard processes, while supporting Amazon's mission to deliver the highest quality results to the customer.

Technical Recruiter - Amazon Prime Video

Team cut due to workforce reduction
• Offer Accept rate at 85%
• 90% Inclined interview rate
• Actively source qualified candidates for Recruiting roles including Technical Recruiter, Sr Technical Recruiter, and Sourcing Recruiter for Amazon Prime Video & Amazon Studios. 
• Build and maintain pipeline of potential candidates through pro-active market research and on-going relationship management
• Handle high requisition volume in accordance with business needs
• Conduct recruiter screen calls weekly with prospective candidates within the framework of the position specification
• Recommend ideas and strategies related to recruitment that will contribute to the long-range growth of the company, implementing any new processes and/or fine tuning standard processes, while supporting Amazon's mission to deliver the highest quality results to the customer.
• Participating in special projects/recruiting initiatives, including assessment of best practices in interviewing techniques, leveraging of internal sources of talent and identification of top performers for the most ‘hard to fill’ openings.

Sourcing Recruiter, R4R - Amazon Entertainment

• Host & coordinate an "Ask Me Anything" with Director of Talent Acquisition April 2022
• Interview candidates for Recruiter and Recruiting Coordinator roles
• Work closely with hiring managers to source for quality candidates for TA roles
• Source for qualified candidates for technical and non technical positions including Software Development Engineers and Product Managers
• Mentor 5 recruiting coordinators
• Train new hires on processes and SOPs
• Interview talent acquisition candidates
• Own the NDA Contract Central portal project and act as point of contact for any questions, comments, etc.
• Scheduled over 800 interviews (virtual loop and phone screens)
• Updating candidate records and job postings in recruiting systems and confirming new hires
• Providing follow-up correspondence to candidates on recruiting status via phone and email
• Tracking recruiting activities and providing candidate status in a weekly report
• Coordinating the post-interview debrief meetings and providing debrief materials
• Identifying opportunities for improving candidate experience and scheduling efficiency
• Assisting in the coordination of other recruiting activities as needed

Recruiting Coordinator, Halo Health

Mercedes-Benz Research & Development North America, Inc.

Partner with recruiting management to source passive candidates for technical roles including Software Development, Machine Learning, Site Reliability Engineers, Cloud Engineering
Offer creative solutions within the recruiting process to facilitate and streamline candidate experience
Train individuals on ATS systems and generate ways to improve candidate experience
Maintain applicant and requisition tracking system, recruitment reports, and data integrity on a regular basis
Host weekly TA update calls including tracking new hires, onboarding, and any pipeline updates
Monitor and correct any roadblocks in recruiting process by evaluate data regarding time to fill

Recruiting Specialist

VitroLabs Inc

Sourced candidates weekly for non technical and scientific roles 
Manage full life cycle recruiting process
Organize and execute screen calls
Managed and updated Lever (ATS) requisitions and pipelines
Coordinate to determine interview panel and set up interviews
Onboard employees through Gusto (HRIS) and facilitate sending all paperwork
Facilitate and manage i9 verification and background checks
Create social media hiring blurbs and track metrics on LinkedIn, Glassdoor, and Indeed

Symphony.com

Plan, coordinate, and promote team events and activities including summer picnics, holiday celebrations and company milestones
Core member of the Culture & Events team
Liaise between global offices for actions, such as, onboarding, employee exits, training sessions and company-wide events
Assist IT, Operations, HR & Staffing teams with onboarding new hires, including: new hire desk set up, collection of new hire paperwork, and special projects
Manage local vendor relationships, including: catering and other service providers
Order and maintain all office supplies and track inventory / savings
Assist with mailing and deliveries to/from other global offices

Office Manager

Seasons Hospice & Palliative Care

Coordinated intake for new clients and maintain patient record files. Partnered with onsite medical staff to determine patient visits, medical equipment schedule, and ordering medical supplies. Responsible for scheduling all 33 RNA visits through Bay Area including San Jose, Fremont, Morgan Hill, Redwood City, and Pleasanton locations. Liaison with hospital staff for medical transport. Supported volunteer program and traveled onsite to patient care facilities for in-person visits.

Selected Contributions:
•	Revamp onboarding process with intake checklist
•	Manage patient list over 150
•	Partner with marketing team to reach out to prospective new patients
•	Coordinate all durable medical equipment transportation
•	Maintain patient records and ensure e-files are up to date
•	Run insurance verification on all patients

Admissions Coordinator

Dio Deka

Spearheaded all office operations across administration, human resources, as well as technical and executive support. Drove success of payroll and human resources operations by communicating directly with employees to correct issues, resolve discrepancies, update information, and set up new hires. 
Selected Contributions:
•	Oversee all IT operations and coordinating repairs/troubleshooting.
•	Monitored and tracked inventory of supplies and coordinated with vendors for supply deliveries. 
•	Steered largescale projects, including events, in collaboration with teams; tactfully planned and coordinated tasks, allocated resources, and ensured top-quality outcomes within budgetary limits

Assistant Office Manager

AMDA College and Conservatory of the Performing Arts

Oversaw bank and account management with QuickBooks. Sourced and maximized all business opportunities to increase sales. Established relationships with vendors to coordinate the purchasing of stock and supplies. Saved over 15% in costs by negotiating pricing with trade suppliers. Cultivated a positive and collaborative environment across team, managing up to 25 individuals and offering guidance and mentorship. Built and strengthened team by hiring and training talented staff as well as coordinating with human resources to ensure employee satisfaction.

Library Manager

Technical Recruiter @ Amazon Prime Video - Not currently hiring

I'm Leah Dillon, a California-based recruiter and content creator. With a background encompassing tech corporations and startups, I discuss the nuances of recruitment processes, shedding light on topics like applicant tracking systems (ATS), interview preparation, and resume optimization.
I am dedicated to dispelling prevalent recruitment myths while offering practical insights from someone currently working in talent acquisition. My ultimate mission is to empower job seekers with transparent advice for enhancing their self-presentation. On the corporate side, I collaborate with companies to refine their hiring strategies, ensuring they not only acquire top talent but also foster their teams' growth. 

Applicant Tracking Systems (ATS) I have hands-on knowledge and personally used: Greenhouse, Lever, Amazon Hire, Workable, Ashby, iCIMS, Workday, Taleo.

All opinions and statements are my own, they do not reflect the ideas or opinions of current or past employers.

---
Please no agency inquiries. 

Disclaimer: I do not respond to MLM messages (Primerica, Transamerica, Pinnacle Elite, etc), Bench Sales Recruiters, Business Development Managers for placement services, or inappropriate, sexualized messages. 

I do not hire C2C/C2H roles or hire outside the US. I do not presently have new grad or internship openings. If you are inquiring for roles, please note I may prioritize responding to inquiries for roles I do hire for.

Up-to-date list of all open positions at my company will always be found at gc.com/careers I encourage you to review the current openings and apply directly if you feel you're a strong fit. If you do not currently see an opening that aligns with your experience, it's possible we're not presently hiring for that role.

Leah Cohen

As we head into the Thanksgiving holiday, a quick reminder for anyone submitting applications or waiting for interview updates that a lot of teams will be out this week. Hiring pauses, interview panels aren’t available, and responses slow down. 

Many ATS also have built in delay send for rejection emails. A recruiter or hiring manager may press send on a weekday, but the system may push it out days later. Sometimes we can control sending on weekdays only, sometimes we can’t as it's very system dependent. If you do get a rejection on Thanksgiving or over the weekend, it’s almost never intentional or personal.

You may not be able to control when a rejection lands, but you can decide when you want to look at it. If stepping away from email helps protect your peace during the holiday, give yourself permission to do that. Set up filters for keywords like “unfortunately” or “not moving forward” (or something similar) and have them sent to a separate folder until you are ready.

A rejection is not a reflection of your value. It is a decision made by a team choosing one person for one role, which means they send a lot of no's to get to one yes. The right role for you is still out there, I know it!

Take care of yourself this week. Happy Thanksgiving 🦃 🍁 🥧

Leah Dillon

Senior Recruiter @ GameChanger | Scaling High-Impact Teams | Candidate Experience Champion

If you are open to work right now, I encourage you to read this post and be wary of fake email reach outs. 

A real recruiter who is reaching out on behalf of a real company will almost always have a company email domain. For example, @amazon.com  @companyname.com, or an agency domain if they work for a recruiting firm.

They will not be emailing you from a personal Gmail account. 
Especially emails like:
naomi.c.c.talenrhorizonpartners@gmail.com
ortegazenna680@gmail.com
talentlinker125@gmail.com
hubspot.careerpages@gmail.com
jonathanpowers.career@gmail.com

These are just some I received in the last 7 days.

Are there exceptions? Sometimes. A small business owner, a fractional recruiter, or a very early stage startup may still use personal email. But that is the exception, not the rule. 9/10 times they'll have some legit email domain they've set up. If someone reaches out about a “great opportunity” from a Gmail, Yahoo, or Outlook address, you are allowed to be cautious and to question it.

I am not job searching right now and I still get fake “recruiter” emails every week from personal accounts. Scammers are absolutely targeting job seekers.

If you get a cold email, here are some quick checks:

1 -  Look at the email domain. If it is a personal account, treat it as high risk until you can verify.
2 - Pay attention to the language. Scam emails almost always say you are a “perfect fit.” No recruiter knows that before you have even spoken.
3 - Notice how specific they are. Do they clearly describe the company and the role or is it vague and generic?
4 - Do they share a real job posting, company site, or any verifiable information, or do they avoid details and push you to click a link or fill something out?

You are allowed to slow down, verify and protect yourself. Look them up on LinkedIn (be mindful of people pretending to be recruiters from reputable companies). If anything feels off, you do not owe them a reply.

Your safety and data matter more than a random “perfect fit” email from a stranger using Gmail.

Fraudulent applications are on the rise. It shows up most in SWE roles, but the reality is that it’s happening across every industry right now. A lot of ATS have or integrate some sort of fraud detection features to help hiring teams identify whether an application looks legitimate.

These tools look at signals like:
IP geolocation
Device timezone country
DNS country
Whether the connection is coming from a residential network or a datacenter/server
Proxy or spoofing activity
Email age and digital footprint
Phone number history and carrier data

None of these signals automatically mean someone is fraudulent. No system is perfect and they’re not a deciding factor (and shouldn't be), but when enough indicators show up at once, it can be enough for someone to pause on an application. 

These signals can also misinterpret completely normal behavior, like traveling, using a VPN, or applying from different devices. However, these systems exist and sometimes an application gets flagged for reasons that have nothing to do with your experience.

taplio

The Battle

Ashleigh Bergh Duggan ✨

Leah Cohen

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The Battle

Ashleigh Bergh Duggan ✨

Leah Cohen

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Leah Cohen's LinkedIn Performance

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