Denver, Colorado, United States
Experienced B2B SaaS expert with over a decade of customer success management. Proven track record in boosting enterprise client enablement, driving partnership growth through strategic CRM scaling, and advanced data analysis. Committed to optimizing stakeholder relationships, conducting insightful system evaluations, and fostering cross-functional collaboration to deliver impactful outcomes.
• Served as a trusted advisor to 35 Enterprise clients within the Fortune 100 & 500, exceeding $1 trillion in net worth: achieving a 39% increase in closed renewals ARR and 68% partnership growth, inclusive of upsells and multi-year contracts • Orchestrated consultative relationship management practices, fostering strong partnerships with 45 KDMs (CEO, SVP, VP) and 100+ product-end users in HR, TA, Marketing, Tech, and DEI teams • Developed and executed 60+ EBRs & Adoption Plans, resulting in accelerating customer adoption with a 60% surge in product engagement and ensuring 95% of clients successfully attain YoY goals • Onboarded clients and ensured 100% of implementation deliverables were finalized within SLA • Ran external facing trainings and webinars with hundreds of attendees; responsible for content creation, moderating panelists, and live Q&A chat • Leveraged multichannel digital marketing tools to maximize client marketing ROI • Led cross-functional collaboration with Engineering, Product, Marketing, Account Management, and Sales teams • Maintained client records utilizing a variety of software, CRM’s, and tracking mechanisms, Most notably: Salesforce, Gong, Groove, Jira, ShortCut, Guru, Sisense, Appsmith, Looker, and Google Suite
• Managed 52% growth in caseload (450 to 725), prioritizing top-tier customer support and engagement • Leveraged CRM and multi-touch campaigns, achieving a 60% increase in enrollment for 150 unresponsive learners • Coached 75 learners on probation, increasing retention by 85% • Strategically revamped the onboarding model, seamlessly transitioning the process remotely for over 1,000 individuals • Taught College Success course for 25 students, earning a 100% positive evaluation rate all 3 years • Learning Management System experience including module creation and triage for various types of constituents • Representative on cross-functional Academic Success Committee to conceive communication strategies and policy changes
• Spearheaded project planning, enhancing advising experience and increasing client capacity by 150% without increasing individual advisors' availability • Led New Student Orientation committee, increasing participation 27% to 7,000 individuals yearly. Strategically streamlined registration and logistics, optimizing the onboarding experience for enhanced customer satisfaction • Developed and implemented 15 annual workshops with over 400 attendees, focusing on training technical aptitudes, leveraging resources, and enhancing overall satisfaction for increased success • Advised roughly 500 first year and open option students yearly through their transition to CU Boulder and encouraged exploration of curricular and co-curricular resources.
• Grew the Colorado Future Teacher Expo by 650% in 3 years (80 to 600), overseeing all aspects of program management; managed a board of 12 executives, created session content, balanced budget, and volunteer supervision • Initiated and maintained 50+ cross-sector partnerships, fostering holistic student development and cross-functional collaboration • Implemented large scale recruitment and outreach events once a month with over 1,000 participants each academic year. • Established pipelines in targeted communities, recruiting 250+ into inaugural grant-funded cohorts • Mentored Colorado I Have A Dream summer interns and supported the hiring, training and supervision of work study employees. • Assisted in writing and obtaining the CU Denver Diversity & Excellence Grant in 2014 and 2015.
• Administered accounting, programmatic, and academic support to 3 directors, 30 staff members, and department faculty • Additional tasks included: website development and maintenance using Drupal; production of quarterly newsletter sent to over 5,000 recipients; managed student employee; coordinated special events with the governor of Oregon and hundreds of politicians
• Managed financial accounting, administered nationwide database for 33 offices, and assisted the Executive Director • Welcomed visitors and provided academic services, including event coordination to students, and over 200 staff, and faculty