Senior Customer Success Manager

Manages 10 relationships with Fortune 50 CPG & pharmaceutical companies accelerating complex, analytical solutions ranging from data visualization to augmented root-cause analysis to understand key drivers in trends.
Built Onboarding, Adoption, & Renewal Playbooks (success strategies) increasing team efficiency by 20% and shortening time to value by 2 months.
Organized all contracts and important account info (ie. Value Proposition, Success Criteria, Contract Dates, ARR, comprehensive Health Score, etc.) into Salesforce with weekly automated reporting.
Constructed the new Enablement Program and associated Tellius training material containing bite sized informative videos that highlighted on the value and functionality of each of the five main platform modules.
Published joint Success Stories with customers that highlighted over $7M in accumulated savings from using Tellius.
Collected Feedback from the customers directly to create the wireframe for Tellius Feed (an automated assistant for anomalies of top metrics).

Hired and trained five successful Customer Success Managers to the Bodhala team.
Standardized onboarding process with a Client Success Handbook outlining all processes, strategies, and technologies.
Led team of Data Analysts to assist with in-depth analyses to ad-hoc client legal billing questions.
Created a Freshdesk Knowledge Base for all 21 sections of Bodhala's platform to inform clients on best practices.
Managed Bodhala's Invoice Review product, used feedback from beta testers, and created productrequirements.

Managed 17 relationships from Fortune 10 companies to top private equity firms totaling over $2M in contract value while maintaining less than 5% churn and growing book of revenue by 15%.
Served as the Product Liaison to prioritize product releases using client feedback.
Designed wireframe for Bodhala's on-platform Executive Report based on client feedback.
Used advanced data storytelling skills to present actionable insights to executives.

Led 12 national A/B tests (using national geospatial marketing data) to prove the value of the media investment which informed Fortune 500 clients' next media optimization decisions.
Created a Lifetime Value predictive model that tied consumer's demographic data to their media path.
Streamlined A/B Testing processes for easier interpretation and communication of causal impact to clients.

Minors: Actuarial Science, Mathematics, Statistics