New York, New York, United States
I'm a creative Senior Customer success manager with 12 years of demonstrated experience helping enterprise organizations solve problems with the combination of people, process and technology. I have a book of business valued at $4 million dollars in ARR and have worked with top institutions in finance, healthcare, insurance and higher education. I’ve built relationships with senior stakeholders across these organizations and become a trusted advisor. A competitive athlete at heart, I am always looking to build my own skills and help my team become the best through innovation and process improvement. How can we work together? Proud Member of the Saint Joseph's University National Alumni Board. 3x Abbott World Marathon major runner. (Berlin 2019, Chicago 2021 & New York 2022) Experienced Client Manager with a demonstrated history of working in the information services industry. Skilled in Salesforce, Gainsight, Microsoft Word, Sales, Management, Social Media, and Microsoft PowerPoint. Strong sales professional with a Bachelor of Science in Business Administration focused on Management from Saint Joseph's University - Erivan K. Haub School of Business.
Managed a book of business that consisted of 25 accounts of top healthcare, technology, retail, and financial institutions valued at $3+ million from implementation through renewal year over year with a 90% retention rate. Acted as a trusted advisor to clients by leading demos, facilitating training, negotiating, and proposing contracts while analyzing pipelines to recommend additional solutions. Led up-sell opportunities with our Chat to Messaging migration team from end to end. Clients had implemented additional solutions such as IVR deflect, Web Messaging, Apple Business Chat, SMS, Google Business Messenger and WhatsApp. Created and translated dashboards to report and monitor account health and KPIs based on clients’ monthly and annual usage. Performed remote QBRs for director and executive stakeholders with data-driven recommendations to optimize deployments. Developed and maintained expertise in LP Products including Chat, Web Messaging, BOTS, Automation, Integrations, and APIs. Collaborated on the designs of custom views of Salesforce & ETS process software for the CSM Team. Member of Connection & Engagement Committee, determining social health, engagement, and connection for LivePerson.
Relationship Science is a technology solutions company working directly with executive teams to create competitive advantage. The RelSci Platform helps organizations of all sizes capture and leverage their relationship networks with the influential decision makers that matter to their success. Our corporate, financial and nonprofit clients utilize the platform’s curated set of more than 2 million organizations and the 10 million decision makers affiliated with them to drive better business outcomes in the following areas: • Strategic planning • Capital raising • Idea generation/deal sourcing • New client acquisition • Portfolio/client services • Executive/board team building • Crisis management • Ongoing client retention • Managed a book of business that consists of 300+ accounts of Fortune 500 companies, top financial institutions, law firms, professional service firms and non-profits valued at $4.3 million. Nurture relationships with clients from purchase of software through implementation. • Proactively outreached to clients to ensure that they are meeting their organizational objectives from strategic planning, capital raising, deal sourcing, new client acquisition, etc. • Designed training plans specific to each client and their organizational goals with in person and virtual presentations. We also support clients with a general training webinars and two specialized workshop webinars on a monthly basis. • Identified up-sell opportunities with existing Enterprise clients and collaborate with Business Development Executives when needed. • Collectively as a Client Success Team retained 80% of institutional clients for the year 2017. • Oversee a team of summer interns and teach them how to use RelSci and create custom content for clients.
• Responded to client problems and inquiries to ensure success with product and increase customer satisfaction. • Partnered with different groups across the business to support and service the client base. • Assisted account managers with product demonstrations to prospective clients. • Developed custom uses for database tailored to client needs. • Supported sales activity by setting up and managing user accounts.
KEY ACCOMPLISHMENTS • Point person who educated paperback sales department on the emergence of “New Adult” Romance books. Prepared memorandum on top competitors in this genre including author history, publisher, pricing strategy, cover art and marketing and publicity practices distributed company wide. Compiled information to create a PowerPoint presentation for the Senior Sales Leadership team high-lighting our competitor’s efforts in this genre along with sales numbers for physical books and e-books. • Implemented grassroots marketing campaign for NY Times Best Selling Young Adult, novel “We Were Liars” through early giveaways, and social media engagement on Facebook, Instagram, Twitter and Tumblr. • Implemented grassroots marketing campaign for Fall 2014 Novel “Station Eleven” through social media engagement on Facebook, Twitter, Instagram and Tumblr. • Proposed different advertising and marketing initiatives to increase book discoverability and increase sales at National Accounts.