Grammarly

Customer Success Manager

HopSkipDrive

Accomplishments: 

- Achieved an average 95% retention rate QoQ during tenure 
- Successfully expanded five of ten owned Enterprise accounts by more than 400% in one year, accounting for $3mm in expansion revenue
- Converted pilot program into largest signed Enterprise account, growing revenue from $0 (pilot stage) to $1mm+ in ARR in only 9 months

Responsibilities: 

- Owned full responsibility for retention and expansion of a $6m+ book of enterprise clients 
- Built and maintained trusted executive-level relationships with key stakeholders   
- Developed and executed on customer account plans that resulted in high product    
      adoption
- Acted as consultant providing client strategic recommendations to achieve desired value
- Created client-facing and internal training modules and best-practice content 
- Partnered with Product, Engineering and Data Analytics teams to provide more than 
	50% time-to-market expediency QoQ during tenure

Client Success Manager

Accomplishments:	
									                                       
     - Resolved over 100 Zendesk/Kustomer customer inquiries per day, earning title of “most  
            dependable rep” during tenure
     - Successfully commandeered over 150 drivers and passengers with a 97% early/on-time 
            arrival to destination per day
     - Converted two B2C accounts into B2B accounts totalling $50k+ ARR through white-glove 
            customer service     

Responsibilities:

- Delivered world-class customer satisfaction via phone, email, app and website support
- Senior-Lead Rep responsible for assigning daily priority briefs and tasks to a six-member team
- Created knowledge-base articles outlining training procedures and best-practices

Customer Service Specialist

Barnes & Noble

∙ Senior Lead Bookseller, Senior Lead Music Seller, Cafe Barista,  
   Inventory Receiving | Barnes & Noble Booksellers  | June 2000 –    
           October 2015

Bookseller

Driven, Dedicated and Enthusiastic Customer Success Manager with over 5 years of driving strong retention, expansion, product adoption, and customer satisfaction within my client-base.

My commitment is to be a leader, a colleague and trusted consultant to EVERY customer-- big or small.

At onset, the journey from pipeline to first renewal is seamless. Methodically, we graduate from renewal to loyal partners. TOGETHER, we share our victories one race at a time.



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