Relias

Industry leader in Software as a Service, specializing in online education and assessments to deliver optimal results; innovative use of services to measurably improve the lives of the most vulnerable members of society and those who care for them.

•	Direct manager for a team of nine enterprise level CSMs.  Oversee health of client portfolio of approximately 175 accounts with a combined worth over $38M annually; work with CSMs to improve client satisfaction, mitigate and resolve churn risk.
•	Drive maturity into organization through development and implementation of standard materials for lifecycle plays, adoption of Gainsight, and assistance in developing CSMs as clients' trusted advisors.  Focus on strategic mindset to identify client needs and develop a solution-focused plan for value realization, including up-sell opportunities.
•	Manage escalations from direct reports and follow escalation process to executives; collaborate interdepartmentally to ensure voice of the customer is represented.
•	Develop and lead CS team, providing coaching and identifying opportunities for continuous improvement.  Hold direct reports to a high standard of accountability, excellence, and professionalism.
•	Continuous focus on identifying process improvement opportunities and filling knowledge gaps.  Author of multiple SOPs and best practices documents.  Responsible for revision of client segmentation for varying levels of client outreach according to ARR and strategic value.

Manager, Enterprise Client Success

•	Mentored and developed Support Consultants by providing continuous training opportunities; compiled professional development documentation related to career paths, job function Q & A, interview best practices, and provided resume review and interview preparation.
•	Managed Support response times, monitored client satisfaction through surveys, and handled escalated client concerns as appropriate.
•	Support representative for special projects surrounding product acquisition and integration.
•	Author of multiple SOPs and best practices documents related to Support functions.
•	Collaborated across other departments to ensure voice of the customer was represented.
•	Updated 30-60-90 plans for Support Consultants, revamped Support career path and job descriptions for Support Consultant and Team Lead roles, created onboarding checklist for management, and managed Advocate program for Support team.

Support Manager

•	Valued resource for Executive Leadership Team; regularly corresponded and strategized regarding annual and quarterly business reviews, add-on opportunities, leadership connections, and renewals.
•	Oversaw 13 accounts with a combined worth of $2.2M annually.
•	Provided onboarding support to new CSMs, as well as regular training and feedback to Sales team regarding best practices and LMS functionality.
•	Member of multiple special projects teams, focusing on process improvement and identifying and filling knowledge gaps.
•	Responsible for coordination and implementation of internal CSM Leadership Conference.
•	Continuation of duties from previous role.

Client Success Manager, Tier II

•	Provided system leadership and training on best practices to clients; implemented, maintained, and directed on expanded functionality of the LMS for multiple organizational locations.
•	Established and managed relationship with client to sustain a strong business connection leading to high client satisfaction, renewal rates, and development of new business.  Presented annual and quarterly business reviews and project plans to external leadership teams.
•	Partnered with client to develop, design, and assign regulatory trainings; represented vendor with end user, providing maintenance and updates to enhance user experience.
•	Collaborated with internal teams to provide client with an efficient, streamlined vendor experience.
•	Served as Instructor for Regional User Groups, Relias Level I Certification Program, and Client Care Boot Camp.

Client Success Manager

Liberty Healthcare Management

Exceptional retirement destination community focused on promoting wellness and better quality of life for approximately 120 residents.

•	Supervision of 1 direct report and management of regular and coursework-required volunteers. 
•	Performed required documentation verification per facility policies and state laws. 
•	Attended weekly Department Head meetings to discuss facility operation and monthly Activity Director meetings to discuss upcoming events and marketing opportunities. 
•	Authored facility postings for Facebook page and website, as well as assisting the Marketing Director by coordinating and editing community postings. 
•	Balanced departmental budget of approximately $650 per month. 
•	Continuation of duties from previous role.

Activity Director at The Commons at Brightmore

•	Assisted scheduling of activities for tactile stimulation of residents in assisted-living facility for the elderly, disabled, and those affected by dementia. 
•	Conducted one-on-one visits with residents to provide socialization, sensory stimulation. 
•	Assisted residents with special requests such as writing letters, nail care and outings out of facility.

Assistant Activity Director at The Commons at Brightmore

Family Services of the Lower Cape Fear

Non-profit agency providing human services programs that promote individual self-reliance and healthy relationships through counseling, education, mentoring, and advocacy.

•	Completed report analysis to agencies supporting after-school enrichment program to ensure continuation of funding. 
•	Continuation of duties from previous role.

Assistant Program Director

•	Supervision of 1 direct report and management of coursework-required volunteers averaging 15 per semester. 
•	Organized and managed after-school program for at-risk children.  
•	Assisted youth with homework and extra tutoring. 
•	Planned enrichment activities such as arts and crafts and lessons on peer pressure. 
•	Continuation of duties from previous role.

Site Supervisor

•	Assisted with organization and management of after-school program for children at risk for poor academic performance, sex and substance abuse, etc. 
•	Recruited prospective clients for program consisting of classroom discussions and phone interviews with families.
•	Helped youth with homework. 
•	Fostered positive social environment for children.

Program Assistant

I am a dedicated people manager with a passion for developing employees.  I am a firm believer in continuously asking “why” and thinking strategically to identify client pain points and deliver solutions to drive value.  With a keen eye for process improvement, I relish the opportunity to put new procedural documentation in place.

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