Director of Customer Success
About Me
A senior-level leader with 15+ years of expertise in all aspects of customer success with a dedication to building winning relationships with customers. Accomplished career managing and coaching industry-leading talent in all post-sales functions. Hands-on approach to solving problems among cross-functional teams, including sales, engineering, product, and marketing. Tech savvy with strengths in GSuite, Slack, Zoom, Intercom, Salesforce, Jira, Hubspot, Shopify, Shopify Plus, and Shopify app integrations.
Skills
SalesforceData AnalysisSaaSProcess ImprovementRelationship BuildingJiraTeam LeadershipHubSpotOnboardingGoogle SuiteSlackCustomer RetentionB2BIntercomHiringB2CCustomer Journey Mapping
Experience
Owned and managed the full customer pre-sales process, including customization of product demos to align with customer pain points. Leveraging deep understanding of e-commerce dynamics, customer behavior, and platform capabilities to implement optimal product usage and value.
Transitioned to an executive-level role with the primary focus of leading the team and company to asset acquisition. Coordinated short- and long-term planning, strategic decision-making, and resource allocation to properly control costs.
Owned managing customer success and support team in a fast-paced environment. Coached and supervised the team, serving as customers' voice to drive adoption and long-term growth for new and existing customers. Owned all customer escalations.
Oversaw customer success operations and implementations with a team of three top-performing onboarding specialists responsible for end-to-end ownership of 200+ new accounts. Partnered with the Marketing team to completely overhaul and improve the company's customer training program, Emma 101, designing and launching an automated onboarding email workflow to nurture lower-tier accounts.
Education
Marketing & Adverstising
Portfolio not available.