New York, New York, United States
With almost a decade of experience in client management and team leadership, I'm passionate about ensuring customers are satisfied and thriving. My focus has been on nurturing relationships with a diverse book of accounts across industries, while prioritizing retention and growth. I enjoy collaborating closely with product teams, I have been instrumental in addressing customer feedback promptly and effectively. I'm committed to streamlining processes and making things easier for both colleagues and customers. As a former Special Education Teacher, I understand the importance of personalized support and tailored solutions. I believe in the power of teamwork and practical problem-solving. I'm happy to connect and share what I've learned!
Lyra Health is a leading provider of innovative mental health benefits for more than 2.5 million global employees and dependents and is transforming mental health care by creating a frictionless experience for members, providers, and employers. Using matching technology and an innovative digital platform, Lyra quickly connects companies and their employees — plus spouses and children — to world-class therapists, mental health coaches, and personalized medication prescribing. Leading employers partner with Lyra to deliver tailored, value-driven mental health benefits to their people. With Lyra, benefits leaders can offer employees fast, reliable access to providers who practice evidence-based mental health care treatments.
• Manage a book of business of 20 SMB and Enterprise accounts, with workforces ranging from 200 to 4,000, and ensured retention through early contracting and negotiation of renewals, maintaining a 90% renewal rate • Upsell additional products to grow accounts and increase revenue by an average of 10% • Lead international expansion of programs for clients, resulting in an average of 15% revenue growth • Collaborate with the product team to address customer feedback, feature requests, and bug fixes • Conduct quarterly business reviews, including analysis of utilization, spending, CSAT, and strategy • Advocated for a dashboard update with product and eng that included exchange rates to increase accuracy • Represent the voice of the customer to inform our sales process and product roadmap • Enable the successful onboarding of Forma with customer employees, including sharing and developing relevant creative assets, brainstorming ideas, and attending virtual launches • Utilize Catalyst, Salesforce, Notion, JIRA, Intercom, Excel, GSuite, and other programs daily
Responsibilities included holding team accountable to KPIs, running 1:1s, writing and delivering performance reviews, and coaching team members on competencies and skills necessary for their role and growth within the organization, as well as hiring and training new team members. Additionally, identifying process improvements across the team and work closely with other sales teams and product to onboard providers and ensure their success on Zocdoc. • Continuously improved efficiency through the piloting of new processes and testing of internal tools, resulting in a 50% reduction in average training call duration, allowing for greater onboarding velocity and scale • Utilized Salesforce to track and optimize the effectiveness of onboarding 100-150 medical providers per week • Created coaching plans and performance reviews, while conducting weekly 1:1 meetings with 8 direct reports • Oversaw hiring and onboarding of new hires, and created and maintained training programs and resources
Oversaw the Customer Success Team, including hiring and training new employees and leading weekly team meetings. In addition to leading my team, I served as the Account Manager for 60+ accounts, for which I developed strategic plans based on student usage data to support educators and increase utilization. My team was also responsible for customer support through Zendesk, where we answered tickets and inbound calls while maintaining SLAs. Other responsibilities included: • Plan and facilitate in-person professional development and remote webinars • Troubleshoot program issues with educators, students, and parents • Work closely with the sales team to ensure client retention and renewal • Write scripts, record, and edit informational videos about Vocabuary.com features geared toward educators & students • Create and monitor Help Center articles and content and make relevant changes pertaining to product updates • Regularly utilize Salesforce, Zendesk, Cirrus Insight, and GoToWebinar
• Cultivate and manage relationships for 100+ school accounts, including both districts and individual schools • Develop individualized plans based on student usage data to support educators and increase utilization • Provide direct written and verbal technical support through Zendesk and GoToMeeting screen-sharing • Create and monitor Help Center content and make changes according to product updates
Provided Early Intervention and Special Instruction to children under 5 years of age diagnosed with special learning needs. Services are based on each client's Individual Family Service Plan on a case by case basis. Additional responsibilities include scheduling with parents/caregivers, meeting with case managers and other related service providers, and managing case paperwork in addition to mandated one on one therapy with clients.