Your Name
Summary
Dynamic VP of Customer Success with over 20 years of leadership experience. implementing customer support and services strategy. Skilled at identifying and implementing process enhancements to drive efficiency and customer retention. Inspiring leader with a track record of successfully managing teams, scaling digital onboarding and product adoption strategies, Enhancing customer retention through impactful relationship-building
Overview
17
17
years of professional experience
Work History
Vice President of Customer Success
Mastercard
09.2022 - Current
- Defined success and optimized the customer journey across market segments and product sets.
- Created from scratch onboarding processes for high-touch and digital-touch partners, action plans, playbooks, and success metrics.
- Trained and mentored team of CS managers, video editors, and operations specialists.
- Reduced time-to-value by average of 2 weeks by implementing Hubspot pipeline management to track CS service and renewal activities.
- Renewed 77% of customers in the first 2 years of CampusReel's existence while growing revenue year on year by 15%.
- Advised Sales and Product teams on key areas of improvement as voiced by customers and customer success team.
Director of Customer Success
Front App
10.2020 - 10.2022
- Conceptualized, tested, and documented standardized operating procedures for delivery for all CampusReel products.
- Strengthened over 100 customer relationships by delivering responsive, efficient support between October 2020 and June 2021.
- Advocated for customers by consolidating and communicating feedback and suggestions for actionable product enhancements.
- Developed new products, services and promotions based on customer preferences.
- Designed asynchronous onboarding materials in the form of videos and digital playbooks.
Director of Customer Service
Dentaquest
01.2019 - 10.2020
- Awarded “2019 Team Player of the Year” company-wide.
- Developed digital-touch onboarding procedures and client education materials including instructional videos, print materials, and webinars.
- Collaborated internally with marketing, operations, and accounting teams to identify pain points in the customer experience and led improvement initiatives based on customer feedback.
- Earned customer satisfaction score of 90% in 2018 and 2019.
- Trained junior employees in customer service best practices.
- Managed World MBA Tour and World Grad School Tour events in Latin America, Asia, India and North America.
Business Development Manager
Optics 1
04.2015 - 01.2019
- Increased annual sales volume in territory by 400% between 2015 and 2018.
- Sold over $1.25M in student recruitment events (World MBA Tour, Connect 121) and online marketing products (TopMBA.com)
- Spearheaded sales prospecting initiatives by analyzing existing sales data, identifying new business and upsell opportunities resulting in an average of $38,000 annually in new business.
Customer Service Manager
Thi E-Commerce
04.2013 - 04.2015
- Primary point of contact for a $3.5M portfolio of key accounts including HEC Paris, IE Business School, Vanderbilt University, McCombs School of Business and over 50 others.
- Prepared sales proposals and negotiated contract value.
- Analyzed sales data and identified upsell opportunities.
- Designed sales materials for digital marketing products.
Spanish Teacher
Fullbloom
08.2012 - 04.2013
- Developed lesson plans, learning targets, and assessments for Spanish 1 students.
- Differentiated instruction for students with wide range of skill and interest levels.
ESL Teacher
Paterson School District
06.2009 - 12.2009
- Planned, organized and taught lessons for adult English language learners involving listening, speaking, reading and writing instructional components.
Marketing and Licensing Coordinator
JEM Sportswear
10.2007 - 11.2008
- Provided administrative support to SVP of Marketing and Licensing.
- Attended licensing pitch meetings with executives at Disney, DreamWorks, and NBC Universal.
- Organized company trade show participation at MAGIC, Coterie, and LIMA Licensing show.
Education
Master of Arts - Teaching
Marylhurst University
Portland, OR05.2012
Bachelor of Arts - Communication Studies
UCLA
Los Angeles, CA03.2007
Skills
- Employee Motivation and Performance
- Relationship and Team Building
- Partnerships and Affiliations
- Proposals and Presentations
- Complex Problem-Solving
- Process Improvement
- Business Development
- Effective Communicator and Public Speaker
- Integrity and Transparency
- Judgement and Decision Making
- Video Editing
Languages
Spanish
Professional
Timeline
Vice President of Customer Success
Mastercard
09.2022 - Current
Director of Customer Success
Front App
10.2020 - 10.2022
Director of Customer Service
Dentaquest
01.2019 - 10.2020
Business Development Manager
Optics 1
04.2015 - 01.2019
Customer Service Manager
Thi E-Commerce
04.2013 - 04.2015
Spanish Teacher
Fullbloom
08.2012 - 04.2013
ESL Teacher
Paterson School District
06.2009 - 12.2009
Marketing and Licensing Coordinator
JEM Sportswear
10.2007 - 11.2008
Master of Arts - Teaching
Marylhurst University
Bachelor of Arts - Communication Studies
UCLA