Professional Services

Lead Zappi's AMS and International Implementation & Onboarding team
Developed a new customer implementation framework that is anchored on three key outcomes - Integration, scalable setup, and training.
Reduced our customer average time-to-live by 30%
Increased revenue generated from the customer during implementation by 10%
Developed new data frameworks to monitor success and drive innovations.
Continuously create new customer training videos, worksheets, and resources.

Became a team lead in customer success, guiding new team members on best practices, process execution, and building upon their strengths.
Managed and owned client relationships for over 5 years, consistently scoring above 75+ in NPS.
Owned and managed a portfolio of Premium and enterprise accounts, implementing contractual product enhancements/tailoring that involved engineers, designers, and sales teams.
Managed high-stakes customer projects for community foundations, NPOs, colleges, and universities that generated over $101M in customer revenue in three years.

Developed department-wide internal resource library structure and was a significant contributor to the resources available.
Scaled internal customer processes to accommodate both rapid customer growth and team expansion.
- Created and systemized processes such as project map templates, guidelines, product guides, and additional resources to allow new teammates to execute quickly and effectively.

Building and developing a digital customer success program company-wide.
This digital program works with a variety of teams and departments, where I am helping coordinate the creation and development of the program.
One of the key members, completely rebuilding the Help Center to better meet customer needs, trends, FAQs, and customer journey.