Ilona Globa's Linkedin Analytics

Great to meet you! I’m a passionate customer success and enablement manager, with experience in both the SaaS and the nonprofit spheres. I specialize in helping people see the value of a product, or the impact of their donation. On the SaaS side, I provide an immersive adoption experience post-onboarding, and create an intuitive user experience. I help shorten the feedback loop. The result? A boost in retention & an increase in brand ambassadors! My nonprofit expertise is centered on community engagement and fundraising success. I care as much about the population I serve as I do about my fellow teammate; everything is connected. In my work, as in life, I bring: *Honesty *Humility *Curiosity *Humor *Teamwork *Respect and *Integrity ~As within, so without~ I have 13+ years experience in most functional areas of customer success, including onboarding, user enablement, retention, program management, consulting, and training. I've managed project teams in: tech, nonprofits, community organizations, SaaS, communications, & healthcare. ~*~*~*~ SaaS EXPERIENCE: After completing my BA in journalism, I landed at WealthEngine as a customer care specialist (primary POC), where I managed 350-600 nonprofit accounts annually, collaborating cross-departmentally to amplify the customer voice, and maintaining a renewal rate of 93%, exceeding the team goal of 90%. And as the adoption/enablement specialist & program manager at Salsa Labs (now Bonterra Tech), I was responsible for a rolling book of business of $5M+ in revenue (400+ clients). My program covered product adoption and user enablement in the client lifecycle (6-9 months) . Here, my live webinars and consultations accelerated platform usage rates by up to 30%. During my 6+ years here, I played a critical role in Client Success, boosting customer enablement and satisfaction (CSAT) scores by 18%. NONPROFIT EXPERIENCE: I also bring donor relations and events management experience from my time at the Jewish Federation. Currently, I'm the Communications Consultant at Woodhull Freedom Foundation, a 501(c)3 human rights advocacy organization. Here, I overhauled the email campaign strategy, surpassing the annual goal by raising $25K, decreasing unsubscribe rates by 30%, and growing subscribers by 21%. ~*~*~*~ From strengthening start-ups and scale-ups that empower social change, to working directly with NPOs and SMBs, I am committed to making a difference, championing the customer through powerful communication, & positively impacting any work culture. LET'S CONNECT!