Appcues

*Responsible for building customer advocates 
*Creates, reviews, and sends broad customer communications (emails, newsletters, etc)
*Works close with Product to ensure customers are up to date on new features and updates
*Assisted in establishing and launching customer LMS program
*Partners with Product Education Manager to ship new customer programs
*Engages with Product Marketing on providing enablement to the Sales team on new and current features
*Partners with Onboarding to provide robust support for our self-service clients

Customer Enablement Manager

*Successfully manages and onboards segment of customers. Provides a clear starting path, helps customers to establish manageable goals and ensures strong foundational knowledge of the platform. 
*In first 4 months established a clear process for gathering feedback from newly onboarded customers for better company visibility.
*Created and maintains Onboarding Collateral for Onboarding and CS teams.
*Regularly aligns with Sales teams on customer expectations to ensure strong alignment for post sale success. 
*Assisting in iterating and creating a better Self-Service Customer Journey.

Customer Onboarding Specialist

Sketch

• Managed high volume of reseller quote and purchase requests (30% of daily volume).
• Assisted customers with switching to newer product offerings.
• Saw increased adoption rate of 15% during tenure.
• Provided detailed quotes on merging accounts for better account management.
• Created internal customer templates to increase first time solve rates.
• Coordinated support with Customer Success Managers for high value accounts.
• Assisted Customer Success Managers by identifying potential Enterprise accounts and helped to secure accounts with 100+ users.
• Used consultative techniques to understand customer needs and make strategic referrals to business partners.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
• Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Answered average of 50-75 emails per day, addressing customer inquiries, solving problems and providing product information.
• Applied basic sales strategy to engage customers and present solutions to suit individual needs.
• Assisted customers with needs such as opening accounts, updating account details and signing up for new services.

Account Operations Specialist

TeamSnap

• Delivered exceptional and timely customer support through high volume of live chats and emails (60-100 plus daily), using multiple support systems and tools.
• Built detailed reports on bugs for Product Development Team.
• Identified ideas for being more efficient and more effective for customers.
• Partnered with Client Success and Sales organization to identify opportunities to cross- and up-sell.
• Shared feedback, suggestions, and concerns from customers with Leadership team.
• In role as KCS Publisher, responsible for crafting and editing internal/external documentation.
• Served on internal team building committee to build better report and functionality within department and cross functionally.
• Saw internal team happiness and corporation increase by 40%.
• Supplied in depth training on multiple product features internally.
• Interpreted clients' needs and introduced services to fit specific requirements.
• Drove improvements to key lines of business as Subject Mater Expert and increased customer adoption. Saw 30% better customer engagement in this line after stepping into role.
• Recorded product or service failure complaints and notified appropriate departments.
• Assisted in training new employees and participated in cross-training with other departments.
• Requested escalation for unresolved issues.
• Accurately tracked and recorded all customer interactions in CRM platform.
• Developed community reputation through commitment to customer satisfaction and strong client relationships.
• Offered advice and assistance to customers, paying attention to special needs or wants.

Customer Experience Specialist

ShowMojo

• Provided primary customer support to internal and external customers.
• Served as Onboarding Specialist for new customers and onboarded average of 25 new customers weekly.
• Provided in depth training sessions for current customers Organized and served as project manager for complex issues.
• Maintained and streamlined all trade show materials and coordinated shipping. Reduced shipping errors by 15%.
• Provided ongoing peer support and training review for new hires.
• Involved in marketing feedback such as: review of newsletters and research of new trade show materials.
• Senior staff member responsible for operations during absence of Operations Manager.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Served as Account Manager for higher level customers. Cultivated customer loyalty, promoted repeat customers and improved sales. Increased retention of portfolio by 30%.
• Provided quarterly check ins and served as point of contact for their issues.
• In less than two months of employment moved from hourly trainee to salaried specialist.
• Leveraged sales expertise to promote products and capitalized on upsell opportunities.

Customer Success Specialist 

Auben Realty

• Created and successfully implemented in house payment plans for delinquent clients.
• Assists Project Management in staying on time, on budget and client communication.
• Served as Account Manager for Project Management clients.
• Assisted in HR procedures (hiring, document collection, in office training, etc.)
• Successfully merged most accounts payable to online payments.
• Prepares financial reports for CEO and Senior Accountant.
• Responsible for accurately recording time for 1099 and W2 employees and paying all contractors.
• Responsible for assisting in creation/implementation of policy and procedures for Accounting department.
• Assisted Director of Property Management with day to operations in regards to payments, ledgers, and supervising property managers.
• Coordinated and monitored department workflow to maintain efficiency.
• Compiled general ledger entries on short schedule with 100% accuracy.
• Organized and processed daily accounting invoices, statements and records.
• Reached out to customers to ascertain reasons for past due accounts.
• Entered journal updates to balance general ledger accounts.
• Maintained accurate documentation regarding accounts payables and accounts receivables in accordance with company policies.
• Prepared weekly cash reports consisting of all payments and disseminated information to appropriate correct management staff.
• Oversaw vendor activities and initiated plans to improve relationships and performance.
• Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating and all types of cash and banking reconciliations.
• Trained new employees on accounting principles and company procedures.
• Worked with management at project level to achieve expense plans.
• Diminished outstanding debts by analyzing accounts for issues.
• Reported ROIs using Excel spreadsheets.

Accounting Coordinator

Armstrong Atlantic State University/Sodexo

•	Managed day to day operations for Catering Office.
•	Assisted clients in planning and executing events.
•	Responsible for relaying event information to Catering Manager and Catering Executive Chef.
•	Consulted with management on planning and executing yearly university wide events (Convocation, Homecoming, etc).
•	Accepted, processed, and documented all client payments.
•	Responsible for accurately documenting all event information for Catering Team to execute event.
•	Booked all incidentals for events (specialty linens, florals, china, decorations, etc.)
•	Managed monthly catering budget for VIP University clients (President and Vice Presidents).
•	Accurately reported VIP monthly catering budget to University personal.
•	Maintained Catering office by answering phones, emails, receiving clients, ordering supplies, etc.
•	Prepared all catering documents for daily, weekly, and monthly operations. This includes and is not limited to: Spending Reports, Menus, Daily Banquet Event Orders (BEO), Event Signs, Meeting Documents, Event Files
•	Assisted Catering Manager in overseeing events and supervising banquet staff as needed.
•	Trained staff and management on proper event booking procedures.
•	Created and maintained all client contracts.
•	Maintained professional relationship with all clients (on site and off site) in order to book and plan events.
•	Assisted Manager with all training travel arrangements. 
•	Coordinated with offsite vendors to ensure success of all events.

Catering Coordinator

Reservations Specialist

Corporate Message Services

•	Answered inbound calls according to various company scripts.
•	Accurately transcribed phone calls into messages for various clients.
•	Followed company procedures to troubleshoot client problems.
•	Dispatched messages for client delivery according to client guidelines.
•	Effectively followed management guidelines to train staff on new client procedures and guidelines.
•	Helped various coworkers in troublesome situations as team leader.
•	Completed document reporting for management.
•	Served as graveyard shift team lead with no supervision. 
•	Responsible for maintaining calm and composure under highly stressful situations to resolve them according to client guidelines.

Enablement Enthusiast, Customer Advocate always, Working Mom, Woman of Color (in TECH!), and a safe place for everyone. If you need a Mom hug, I got you 💜

Experienced professional with a demonstrated history in providing white glove service. I have spent the last two years providing Customer Service and Account Management for SaaS companies. 

I have experience with: Customer Relations, KCS, Internal Training and Team Engagement, Subject Matter Expert, Video Conferencing, Remote work. My Bachelor’s Degree is in Business Administration with a focus in Project Management from Walden University.

Customer journeys = chaos (and that’s okay). I can’t wait to join Appcues, Ryan Barry, Page Lindsey, MBA and Ramli John ⭐️ to talk about what really happens between onboarding and adoption.
 👇 Link to join us in the comments!

Miranda Johnson

Customer Marketing, Product Led Growth, Customer Led Growth, Working Mom, Woman of Color (in TECH!), and a safe place for everyone.

You will be happy to know I did not add espresso to my cold brew today. This is personal growth.

Maybe this isn’t the most professional thing to post, but I don’t care. My baby girl is 11 today, and I’m in my feels about it. How has it been 11 years since my world was turned upside down by a human ball of sunshine?

She absolutely requires that everyone celebrate her, so here I am doing my part. This is the kid who once asked why she couldn’t have a parade for her birthday, to put that in perspective.

Happy Birthday, Calista 💕!! Still not sure if you’re going to rule the world or burn it down, but I’m so glad to be along for the ride.

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