Apollo.io

Onboarding Manager

Catalyst Software

Customer Success Coach

Chili Piper

- Managed a team of highly technical CSMs by conducting weekly 1:1s, enablement sessions, and team meetings
- Sourced over $550,000 of cross-sells and generated over 200 G2 reviews on a team level
- Increased team productivity and drastically reduced churned by implementing new strategies using products that include, Zendesk, Salesforce, PlanHat, and Chili Piper
- Implemented Zendesk of a pooled support level, introducing new workflows to the Pooled CS team and reduced TTV for customers, churn rate, and improved adoption
- Reported on and analyzed data to track performance, progress, and celebrate wins on a team level
- Co-set quarterly forecasts, targets, and commission compensation with the Sr. Director of Customer Success
- Led strategic conversations with both internal and external stakeholders to identify risks, find opportunities and present solutions
- Maintained a BoB with 98% retention rates for 2 consecutive quarters
- Created and adjusted playbooks, rules of engagements, and cross functional team interactions for the customer success team
- Co-led process updates and changes through Asana

Customer Success Team Lead

- Led customer implementation for highly technical product implementations with both admins and their teams
- Onboarded over 150 customers within the first 12 months with an onboarding NPS rating of 9.8. 137 of those customers were onboarded in less than 30 days
- Achieved a 98% retention rate for 4 continuous quarters by driving and improving customer adoption, growth, and expansion
-Authored internal and external collateral improving the efficiencies of onboarding, growth, and retention of Chili Piper
- Sourced over 50,000 ARR in cross sells
- Proactively raised escalations/blockers to appropriate team members and proposed solutions
- Worked closely with Product and R&D to report track, and manage bugs, incidents and enhancements 
- Team player
- Assisted in the execution of team improvement
- Maintained deep knowledge of the sales industry including, Hubspot, Salesforce, Salesloft, and Marketo
- Provided live technical troubleshooting and ensures excellence in delivery on a daily basis
- Exceeded customer expectations through positive communication, resources, and working with customers on a strategic level
-Acted as an enterprise POC for high touch customers including: Airbnb, Shutterstock, ATS, Waste Management, Internet Brands, and Curvature

Customer Success Manager

Wonderlic

Customer Success Advisor

State Farm ®

Customer Support 

The Home Page Network

Assistant Project Coordinator

Mansfield University of Pennsylvania

Climbing Instructor

US Army

Supply Specialist

Hey there 🌊 you are welcome in my about me section 🧘🏻‍♀️

I'm here to train you and show you the ropes on how to achieve awesomeness. 

My whys:
- I believe all people should have a basic understanding on how sales processes works. 
- I believe I am here to help others.
- I love learning new things.

My profile is a safe space for everyone and am open to connect, chat, and explore with you. 

Want to chat with me? 
- Talk about photography, yoga, or fitness
- Tell me about your greatest achievement or your greatest outdoor adventure
- Don't try to sell me anything (I'm not the person to buy stuff)

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