Smartsheet

Managing operations and data for key Customer Success initiatives

Manager, Customer Success Operations and Analytics

Insightly - Modern CRM 🧡

Creating vision, strategy and roadmap for GTM analytics at Insightly.

Identifying, managing and implementing high leverage Revenue Ops projects across Sales org

Senior Manager, Business Analytics

Creating vision, strategy and roadmap for GTM analytics at Insightly.

Oversee and launch high leverage ops projects like Products, Price, Quote (PPQ)

Building data practices from the ground up, from source data all the way to dashboarding & self-serve

Manager, Business Analytics

Managed Analytics Engineering team

-Drove vision and strategy for data self-serve and democratization across Smartsheet
    -50% increase in employees leveraging data self-serve in 2022 (+400 people)
-Designed & oversaw creation of source of truth analytics database in Snowflake
-New code production process resulting in 10x deployment speed improvement for analysts
    -dbt added as new transformation tool
-Cleaned up analytics ecosystem via new process identifying & deprecating unused reports
    -63% of all Tableau dashboards deleted, aiding report discoverability

Manager of BI Operations

Standardize analytics for 800+ employees in Field Ops (Sales/CS/etc) by:
    -Directing team of six data analysts
    -Identifying key analytics for each Field Ops role
    -Creating new analytics/dashboards as needed
    -Creating Analytics Hubs for each Field Ops team

Utilize mixture of Snowflake (SQL), Tableau, Python and R to create data products & solutions

Unite analysts across Smartsheet with monthly brown bags, Slack channel and regular team check ins to share best practices and eliminate parallel work

Senior Data Analyst

Manage sales territory creation process for entire company from start-to-finish

Accurately forecast (within 2%) sales headcount needs for fiscal year planning

Save ~600 sales & support hours per week with deployment of data standardization solution

Establish and improve KPIs with sales leadership

Create and maintain key actionable Tableau dashboards across all sales teams

Create and manage enriched data sources in SQL/Snowflake for use across Sales Analyst team

Drive continuous account data accuracy improvements in Salesforce

Senior Sales Operations Analyst

Merkle

Manage analytics for website of major US vehicle manufacturer

Create & maintain key dashboards and reports for executive stakeholders

Plan analytics strategies for new web page launches/refreshes

Develop clear KPIs, from formulation to implementation in both the website and reporting systems

Teach international Introduction to SQL class to analysts throughout Merkle

Lead Analyst

Leveraging Adobe Analytics to provide website insights to clients to improve experience for customers.

Body of work includes:

-Providing reporting and insights during a complex website transition to a Responsive state
-Identifying KPIs/Metrics to measure success of marketing campaigns and new page launches
-Create reports and analyses per identified KPIs/Metrics
-Automating reports to provide more time for analysis instead report writing (10 hours/week saved)
-Troubleshoot data inconsistencies to ensure trust in data and provided reports
-Utilizing R programming language to speed up data cleaning and analysis

Web Analyst

Funko

Manage comprehensive KPI project:

	       --Establish key KPIs for VPs/Directors and their teams
	       --Create data warehouse to store necessary data in easy-to-access format
	       --Create visualizations in Tableau for all KPIs
	       --Add/adjust KPIs and visualizations as requested

Create monthly financial analysis package for CFO and Controller

Provide data analysis support for various Funko teams including Sales, Operations, Marketing and Finance.

Create, update and maintain historical sales SQL database for analysis use by Finance and Sales teams

Data Analyst

Create and maintain historical sales SQL database for use by Finance and Sales teams

Utilize SQL code and PowerPivot to analyze and provide data from SQL database to various Funko teams

Create and maintain various reports requested by Finance, Sales and Production teams including:

	--Purchasing/Production forecasting and reporting
	--Inventory reporting and visualization
	--Dynamic Sales Catalog for sales team

Manage EDI process from initial outreach, to implementation and customer maintenance

Manage item creation process for company including:

	--Coordinating between multiple teams to gather critical item data
	--Cleanse and organize data into usable format in major company databases

Sales Operations and EDI Analyst

Rosetta Stone

Responsible for managing customer relationship with strategic higher education Rosetta Stone clients.

$1.2 million book of clients

104% renewal rate

Manage reporting & database tool for Client Manager management

Customer Success Manager - Higher Education

Livemocha

Manage client portfolio of over 250 customers with annual revenue of $1.2M

100% renewal rate for libraries

85%+ average renewal rate for all existing customers across all verticals

Managed clients grew from 1,000 licenses used to over 65,000

Primary Salesforce.com administrator for company

Compiled & completed implementation and communication plans with all customers, including live trainings, planning calls, troubleshooting and technical setup/support

Created marketing materials for Enterprise customers including videos, posters, bookmarks, tutorials and guides. Example video: www.youtube.com/watch?v=JcA4r4akebA

Organized Livemocha presence at tradeshows around the US including ACTFL, SHRM and ALA

Summarized customer requests and bug reports to product team for fix implementation

Senior Customer Success Manager

-Goal: To ensure success of Livemocha product at purchasing organizations

-Manage accounts of all organizations/schools/libraries which purchase Livemocha as a language learning solution

-Ensure high usage of purchased Livemocha licenses by all Enterprise customers

-Train managers/teachers/librarians about how to implement Livemocha and distribute licenses

-Listen to and provide solutions for requests from Enterprise customers

-Create and provide marketing materials for Enterprise customers

-Plan and implement marketing strategy for current and future customers

-Create YouTube walkthrough videos of Livemocha product (Example: www.youtube.com/watch?v=jYZQqodz6yQ)

-Organize Livemocha presence at tradeshows around the US

-Serve as primary Salesforce.com administrator for Livemocha

-Create internal Salesforce.com reports, templates and processes to increase sales team efficiency

Customer Success Manager

-Provide solutions for 150+ emails which come in per day

-Respond to and provide solutions to all members who call in

-Manage the Facebook wall and discussion board for 283,000+ fans

-Respond to Twitter mentions or direct messages from our nearly 16,500 followers  

-Analyze of emails which come in for early bug reporting and trends.

-With analysis, present suggested changes and actionable items to the project management team, based on direct feedback from our member base.

Customer Service

Esperanza International

-Worked nearly exclusively in Spanish.

-Identify and place Kiva.org eligible loans on Kiva for fundraising

-Gather stories and photos in field for placement on Kiva.org 

-Gather end-of-loan stories from micro-borrowers to pass to lenders

-Coordinate with loan officers to attend microloan meetings or trainings

Microloan Communications Fellowship

I have a proven track record of improving operations by leveraging the power of data. 

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