Coursera

Customer Success Manager - Coursera for Campus

Instructure

• Collaborated on a team of 6 CS Managers servicing 2000+ Canvas customers across the U.S. & Canada. Clients included higher education institutions as well as public and private organizations. Managed key responsibilities and relationships for customers across 10-state region. Assisted clients with configuration needs and consulted on best practices for their online environment. Led more than 100+ implementations over 4 years. Consistently achieved OKRs. 
•	Developed proactive partnerships and managed meaningful relationships with customers by monitoring customer health, checking in regularly, leading executive business reviews, and managing renewals.
•	Boosted retention by supporting customers throughout their lifecycle, training them on key features, designing success plans within Gainsight, and leading quarterly regional webinars.
•	Ensured long-term client success by providing guidance, setting clear goals and expectations, and strategizing solutions.
•	Streamlined CS functions by scaling services and implementing a one-to-many approach in appropriate scenarios to manage customers and provide support as a group.
• Trained and mentored 4 new team members in the last 2 years.
•	Advocated for clients by serving as a strategic partner and collaborating with cross-functional teams including Sales, Support, Implementation, Enablement, and Technical Consultants.
•	Personally developed and delivered professional development presentations including Career & Growth: Navigating Your Path to Your Career Everest; Introduction to Canvas Outcomes and Competency-Based Education; Dates in Canvas: Terms, Course, Section, and Assignment Dates; and New Feature Options in Canvas (2022 Edition).
•	Ensured customer success at scale by creating and distributing monthly team newsletter to 5000+ clients.

Customer Success Manager

University of Utah College of Social and Behavioral Science

• Taught FCS 3010, Introduction to FCS Careers, a social and behavioral sciences careers course for juniors and seniors preparing to enter the workforce.
•	Improved student learning experience for 100s of students by building the course within Canvas and implementing LTI tools.

Associate Instructor - Department of Family and Consumer Studies

• Advised undergraduate students in the areas of Psychology, Sociology, Criminology, and Family & Consumer Studies. Assisted 1000s of students to graduate college with clear career direction, minimal debt, and pride in their educational achievements. Managed student employee team and student advising mentorship program.
•	Ensured student progress toward graduation through the My Degree Dashboard system. Updated student records with course exceptions. Maintained confidential and FERPA-compliant student records.
•	Assisted students individually by providing referrals to those needing assistance with learning obstacles, specialized tutoring, career counseling, or other needs.
•	Maintained currency in the field by attending campus-wide advisor training, professional conferences, and collaborative activities with other departments.

Academic Advisor

Rivet

• Hired at a startup healthcare SaaS company focused on streamlining medical billing processes. Built a Customer Success department from the ground up to assist medical practices in implementing the platform. 
•	Engaged medical practice clients and enabled their successful use of the platform by developing a user training program.
•	Advocated for customers and used change management best practices to help them realize ROI; built template to demonstrate ROI in executive business reviews.
•	Innovated solutions to procedural issues through strategic thinking, creative problem-solving, and troubleshooting.

• Collaborated on a team of 6 CS Managers servicing 2000+ Canvas customers across the U.S. & Canada. Clients included higher education institutions as well as public and private organizations. Assisted clients with configuration needs and consulted on best practices for their online environment. Consistently achieved OKRs. 
•	Developed proactive partnerships and managed meaningful relationships with customers by monitoring customer health, checking in regularly, leading executive business reviews, and managing renewals.
•	Boosted retention by supporting customers throughout their lifecycle and training them on key features.
•	Ensured long-term client success by providing guidance, setting clear goals and expectations, and strategizing solutions.
•	Streamlined CS functions by scaling services and implementing a one-to-many approach in appropriate scenarios to manage customers and provide support as a group.
•	Advocated for clients by serving as a strategic partner and collaborating with cross-functional teams including Sales, Support, Implementation, Enablement, and Technical Consultants.
• Developed and implemented renewal project management strategy in Asana that was highly successful and is still used.

Customer Success Manager, Higher Education

Salt Lake Community College

•	Advised and assisted low income and first generation college participants in identifying their values, interests, abilities, and in clarifying their academic and career goals. 
•	Advised with sensitivity to the needs, concerns, & cultural backgrounds of low income, first generation and ethnically diverse students.
•	Determined student eligibility and assessed need for academic support. 
•	Assisted participants in developing educational plans and college survival skills. 
•	Used a case management model to advise and assist participants in postsecondary course selection.  
•	Developed prevention and intervention strategies and schedule frequent meetings with participants to monitor individual progress toward academic goals. 
•	Oriented new participants concerning program goals, tutoring services, transfer opportunities and campus resources. 
•	Assessed the need for tutoring, approved requests and facilitated tutor/student matches. Monitored progress through interventions with participants, tutors, and faculty. Provided appropriate referrals to other college and community resources.
•	Provided 2 to 4-year articulation information and assisted with applying for admission to, and obtaining financial assistance for enrollment in, a four-year program of postsecondary education. 
•	Acted as a liaison with 4 year institutions in Utah to provide referrals and assist students preparing to transfer.
•	Advised and assisted participants with financial planning for postsecondary education. Provided information on financial aid programs. Assisted in completing financial aid applications and verification and appeals processes.
•	Provided resources, education and counseling designed to improve the financial literacy and economic literacy of participants.
•	Maintained timely electronic dictation and file documentation of eligibility, services provided, and academic progress in confidential files. 
•	Assisted with reports, data collection and program evaluation.

Advisor II, TRIO/Student Support Services

Oklahoma State University

•	Used developmental advising techniques to guide students through degree requirements for undergraduate business degree plans. 
•	Advised students on academic and personal issues and if needed refer to the appropriate campus resource.
•	Maintained student files, document conversations, kept appointment review notes and filed other correspondence.
•	Assisted students with enrollment by ensuring they took the appropriate courses each semester to graduate in their desired semester.
•	Worked remotely one day a week from Tulsa Community College’s Metro Campus to recruit students to transfer to OSU-Tulsa and to answer questions on the transfer process.
•	Made recruitment calls to encourage prospective students to become applicants and to provide them with additional program information or make referrals to offices that can assist them.
•	Presented to Tulsa Community College classes on the process of transferring to a four-year college or university.

Academic Counselor

•	Created resume packets for OSU-Tulsa Career Services as resources to give to students of what employers expect to see so they can reference examples while they create their own resumes.
•	Assisted in Resume Doctor workshop, Salary Negotiation Workshop, Preparing for the Career Fair Workshop, and assisted with the Spring 2015 OSU-Tulsa Career Fair.
•	Helped guide students through career exploration activities related to their majors. 
•	Created monthly awareness boards for Campus Life to use as informational displays for students.
•	Went through conduct training and reviewed guides for Campus Life to publish on Title IX specific to the OSU-Tulsa campus.
•	Completed Academic Integrity Facilitator module.

Graduate Intern - Career Services, Student Life, and Wellness

Tulsa Community College

* Assisted students in determining educational objectives.
 * Guided students through college careers and enrollment process.
 * Advised students on the best way to attain their educational goals.
 * Recommended required courses to enroll in each semester.
 * Provided students with a degree plan. This was helpful for: 

* students transferring credits into TCC
* students changing majors
* students working to meet graduation requirements   
     
 * Furnished information on transfer guides, degree requirements and catalogs from institutions of higher education throughout Oklahoma.
 * Assisted students from the beginning of their TCC experience through graduation and transferring to another institution.

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