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 ✨

Beth Israel Lahey Health

So many places I can make a difference! I serve Lahey Hospital & Medical Center, Lahey Medical Center, Peabody, Lahey Shared Services and Winchester Hospital in addition to providing back-up coverage to Beverly and Addison Gilbert Hospitals, Anna Jaques Hospital and Behavioral Services.  Happy to be able to help!

Internal Communications Manager - Primarily serving Lahey and Winchester Hospital

I used to drive by Lahey Hospital & Medical Center and think how wonderful it would be if I worked there and now I do. As internal communications lead at Lahey, I’m so honored to create and implement strategic plans to share vital information and build employee engagement as we care for patients, our community and each other. I'm also pleased to play a role in crisis communications and disaster preparedness, with experience and training in the HICS model and completion of the Healthcare Leadership Training from the Center for Domestic Preparedness.

Internal Communications Manager

Support Communications and Marketing at Lahey Health and serve as primary internal communications lead at Winchester Hospital. Specialize in creating and implementing strategic communications plans, corporate communications targeted towards C-suite and employee audiences, performing crisis communications, and producing special events such as leadership retreats and colleague recognition to increase employee engagement. Create compelling content for employee newsletters using Poppulo's platform and maintain intranet using iApps CMS. Contribute engaging content for social media channels and write for Healthy State, Lahey Health's external content hub. Converted from contract role (contract 9/2016-2/2018).

Senior Manager Corporate Communications

Strategic Communications, PR Pro Focused on Healthcare, NonProfits, Life Sciences, High Tech

Energetic communications generalist seeking new opportunity to help organizations tell their stories and meet their strategic goals.

 Expertise and a proven track record in media relations ➤ public relations ➤ crisis communications ➤marketing and marketing strategy ➤event planning ➤ publications ➤ social media ➤blogging ➤photography, public relations strategy and implementation ➤ government relations ➤ internal communications ➤ community benefits.

I delight in rolling up my sleeves and getting the job done well. Currently giving back to the community by providing volunteer effort and public relations/social media work for various local organizations including BATV, Inc., the Shawsheen River Watershed Association, Power of Flowers Project, Billerica Farmers Market, Griggs Farm, the Billerica Colonial Minute Men and the Billerica Historical Society. Other clients include Lahey Health and Ora, Inc.  Content contributor to the Billerica Minuteman newspaper/Wicked Local digital publication, the Town Crier newspapers/digital publications, and the Lowell Sun, print and digital edition (news writing, photography, videos). Successfully planned and implemented the PR campaign that led to the successful passage of the Community Preservation Act in Billerica, Mass.

Public Relations Communications Consultant

Massachusetts Eye and Ear Infirmary

Public affairs/public relations leader and hands-on contributor at this independent specialty hospital/ Harvard Medical School teaching affiliate ➤ Served as PIO and spokesperson.➤ Responsible for internal communications, media relations, social media, crisis communications, communication strategy and events planning.➤ Developed and implemented communication strategy as part of a small communications team.➤ Supported to board members and trustees as well as chief executives ➤Served on numerous internal and external work groups including the National Eye Institute Steering Committee and Conference of Boston Teaching Hospital Public Affairs, Government Relations, Community Benefits committees.

➤ Proactively pitched research and patient stories that resulted in local, national and international media. Wrote research-oriented press releases and stories, some of which were bylined pieces in Harvard Medical School publications. Successfully managed crisis communications and outside PR firms.
➤ Identified patient stories and led production team that created videos that helped contribute to successful galas for four years in a row, each yielding more than $1.1 million annually to support research and compassionate care efforts for children. Obtained great events press coverage.
➤ Demonstrated solid photography skills that were showcased on the covers of publications including Mass. Eye and Ear’s annual report and outlets including the Boston Globe.
➤ Developed Mass. Eye and Ear’s social media presence growing Facebook and Twitter interactions, using these tools to engage and leverage patients, reporters and supporters. Founded and contributed to hospital’s first blog.
➤ Led team that developed the hospital’s first two websites, one of which resulted in a $2 million donation from a before-unknown donor, and was key member of team that developed Mass. Eye and Ear’s first website utilizing a CMS.
➤ Administered successful community benefits program.

Director of Public Affairs

Manhattan Eye, Ear & Throat Hospital

Responsible for public relations and marketing as well as community benefits.

Director of Marketing and Public Affairs

Good stories deserve to be told.  I delight in telling them strategically, whether it is in internal communications to educate or inspire colleagues, a press release or pitch that generates national media, a video that brings gala-goers to tears and inspires them to give more than $1 million to support research, or  a tweet that describes new services or provides service recovery for a long wait before the patient has even left the building. 

My background as a journalist has led me to communication roles on healthcare, academic and nonprofit teams. I have a proven track record in storytelling across all channels and have served as an integral member of communication teams in healthcare and higher education.

Peers describe me as a partner, leader and motivator and – most of all – a doer, who builds strong relationships. Supervisors say I am a strategic thinker who is steadfast and fearless, and who rolls up her sleeves to get the job done.

My specialties include ➤internal communications ➤corporate communications ➤content production and management ➤crisis communications ➤ public relations ➤media relations ➤publications (writing, editing, managing) ➤social media content creation ➤external communications ➤websites content generation/CMS utilization ➤photography  ➤marketing and marketing strategy ➤event planning and execution (from corporate meetings to galas) ➤government relations ➤community benefits.

I'm passionate about helping organizations tell their stories to achieve their goals and improve lives. Contact me at maryelaineleach@gmail.com.

taplio

The Battle

Ashleigh Bergh Duggan ✨

Mary Leach

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?