iorad

Customer Success Manager

the old girls club

Member

Lavender 💜

Senior Customer Success Manager

Promoted into the Customer Success Manager, Scaled role, I was responsible for creating the company's first roadmap for scaling existing customers.

I increased ARR by ~$20k in < 3 months by identifying upsell opps based on customer usage data, proactively noting cost-saving measures for customers through early renewals.

I also created a 365 day success plan for all customers, setting expectations and deliverables for first 30 days, 60 days, and quarterly check-ins.

Customer Success Manager, Scaled

As a team of one in User Success, I was responsible for the day-to-day management and resolution of any inquiries or troubleshooting requests from our users. Using Intercom as our primary communication tool for support, I was able to:

- Increase CSAT to 96% by resolving ~20 inbound support tickets per day
- Create 75+ custom responses for the AI chat agent, answering ~90% of customer questions, and resulting in ~50% resolution without teammate involvement, increasing support bandwidth
- Save the company approx. $32k in operating costs by reducing median resolution time by an average of 30 minutes
- Manage audit of Knowledge Base articles, editing 80+ existing articles, and creating 10+ new articles

User Success

NationBuilder

As the account manager for 50 Enterprise customers, I was committed to their success, satisfaction, and retention. Using my relationship-building skills and empathy for the common challenges faced by my customers, I guided them in leveraging the platform effectively, translating their goals into achievable milestones.

I drove adoption by providing technical troubleshooting and strategic coaching on a daily basis, while actively contributing ideas to enhance the effectiveness of the global team. I identified and addressed potential risks to customer retention, and advocated for customers by representing their needs to the Product and Engineering teams.

Highlights include:
⇢ Exceeded growth and revenue retention targets (203% and 132% averages) through strategic identification of customer growth areas.
⇢ Generated $850k in renewals revenue by providing strategic solutions, generating customer ROI, showcasing lifetime value, and ensuring optimal product performance to minimize churn.
⇢ Developed and implemented a first-ever custom online learning course, encompassing 15+ modules, 75+ topic lessons, 100+ content pieces, and 200+ edits.
⇢ Expanded product adoption by creating 150+ materials of use case-focused documentation, webinars, and blogs, enhancing customer education and marketing efforts.
⇢ Collaborated on post-sales implementation deliverables for 20 customers, translating technical concepts for non-technical audiences.
⇢ Partnered with Revenue Operations to close 100% of new bundled upsell opportunities and deliver ROI-driven add-ons to maximize customer satisfaction and product adoption.
⇢ Administered and analyzed 100+ pieces of user feedback, providing revenue-driven recommendations for product enhancements, including API offerings.
⇢ Skills: Google Suite (Gmail, Drive, Docs, Sheets, Slides) | Slack | Coda | Trello | Jira | Intercom | Asana | Any.do | Canva | Adobe | Dropbox | 1Password | 15Five | Zoom | Loom | Tango | Scribe | Coassemble | Notion

Customer Success Manager (Enterprise Account Manager)

Habitat for Humanity of Wake County

Highlights include:

⇢ Developed strategic roadmap to grow 50+ enterprise account investments, managing $1.45M+ in annual revenue and leading programmatic engagement.

⇢ Identified engagement and adoption gaps across 30+ opportunities. Utilized cost-benefit analysis to iterate and enhance strategic plans for FY20 and FY21.

⇢ Successfully lead the transition from in-person events to virtual format in March 2020. Adapted, produced, and hosted the organization's inaugural Virtual Women's Build program through live events featuring community stakeholders, key accounts, and partners.

⇢ Created compelling communications to grow activation from funders, stakeholders, and internal audiences while promoting the organization's brand and core principles.

Skills: Google Suite (Gmail, Drive, Docs, Sheets, Slides) | Microsoft Office (Word, Excel, Powerpoint) | Blackbaud (Raiser's Edge) | Classy | Constant Contact | VolunteerHub | Canva | Adobe

Director of Partnerships (Corporate Relations)

The V Foundation

Working with the V Foundation under a Contract Consultant role, I oversaw all aspects and strategies of community engagement and outreach for The Victory Ride to Cure Cancer annual fundraiser. The 2019 fundraising goal is over $400K and the event has trended evenly YOY from 2018.

The V Foundation and The Victory Ride to Cure Cancer are advancing and bolstering community awareness, engagement and activation through the strategic development of grassroots outreach plans. My highest focus was on cultivating and mobilizing corporate and community partnerships to create multiple fundraising sources. Our reach goal was to boost team participation to a minimum of 20 teams combining a minimum of 740 participants.

Consultant - Community Engagement and Outreach, The Victory Ride

Lahey Health

With Lahey Health I was an integral part of the team that directed fundraising and stewardship activities through affinity programs. I engaged nearly 15,000 constituents that supported philanthropy of the Lahey Health system.

Highlights include:
•	Grew annual recurring revenue by $350K+ in under 6 months through acquiring, activating, and managing 15K+ clients across engagement programs.OY. 
•	Developed and executed onboarding material and training on SaaS platform, translating technical elements by creating 10+ bespoke manuals and evergreen how-to guides for internal and external partner use.

Skills: Google Suite | Raiser's Edge | Teamraiser | Luminate | Blackbaud | Adobe Suite

Associate Director, Philanthropy Programs (Affinity)

Phillips Academy

With Phillips Academy I returned to an Alumni Engagement role, overseeing a larger territory. I managed 10 accounts of active alumni volunteer committees, comprised of 15+ members, and engaged constituencies in the three largest regions: NYC, Northern California, & Southern California.

I executed 60+ unique events to drive customer engagement and new revenue generation opportunities that impacted over 6,000 constituents and achieved a benchmark 10% increase in unique engagement through the execution of bespoke, complex programs and targeted outreach through digital and social media communications.

The highlight of this experience was the opportunity to develop and complete multiple regional Head of School events each year, engaging the alumni community around the Academy’s leadership. When the Academy launched a new $400M capital campaign my team and I developed and executed 3 campaign launch events in a single quarter. These events hosted the Head of School as the guest speaker to promote the new campaign.

Skills: Microsoft Office Suite | Datatel | EverTrue | Graduway | EventFarm | Cvent

Assistant Director, Alumni Engagement

Greater Haverhill Chamber of Commerce

Familial obligations required my return to MA. I was connected to the Greater Haverhill Chamber of Commerce, who needed a part-time Membership Coordinator. This role was mutually beneficial as I was able to help boost their revenue while fine-tuning my sales and networking skills and exposing myself to the local business community.

In my tenure, I personally closed 80% of new memberships, boosted retention and performed membership-to-benefit analysis; increased revenue for Chamber, and brand awareness and value for clientele.

Requiring full-time work, I accepted a role in the education industry again and remained a volunteer with GHCC.

Membership Coordinator

Occidental College

Seeking a different application for engagement, I moved to LA and accepted a role with Occidental College as the Assistant Director of Alumni and Parent Engagement. The goal for this role was to create and maintain involvement and a sense of ownership among Alumni and student-body parents of the College. 

We developed and implemented nationwide, strategic engagement plans for more than 22,000 constituents from 10 regional alumni chapters and 12 alumni affinity groups. This required the recruitment, training and management of a team of over 20 volunteer leaders who, in turn, executed engagement events. A point of pride for me was the creation of 10 identity-based groups to support on-campus collaboration and scholarship fundraising efforts. These groups were vital to increase visibility, awareness, and engagement among the diverse alumni body and offering more opportunities for inclusion.

Skills: Google Suite (Gmail, Drive, Docs, Sheets) | Microsoft Office (Word, Excel, Powerpoint) | Smartsheet | iModules | WebEx | Cvent | Perfect Venue | Adobe Suite

Assistant Director of Alumni And Parent Engagement

With 15+ years of diverse experience in non-profit, education, SaaS, and media, I bring a ton of valuable insights and diverse viewpoints to customer success, advocacy, and enablement. I'm a pro at communicating across different platforms and connecting with people wherever they are. In conversations, I always bring empathy into the mix. It's not just about explaining what's important, but also why it's crucial for both the customer *and* the company.

My boundless curiosity has made me an exceptional relationship builder, a colleague who cares deeply for others, and an enthusiastic collaborator who is obsessed with all things Customer Experience.

Whether I’m talking to a customer or collaborating on a project, my mission is to:
⇢ Quickly understand the end goal
⇢ Uncover the pain points
⇢ Get creative on strategic solutions
⇢ Empower others

I was the first non-cheerleader in my high school history to be named “Most Spirited” in the yearbook superlatives.

(I can’t point to any records specifically, but there aren’t any records refuting it either, so…)

I guess you could say my enthusiasm for customer success and advocacy is just a part of my DNA. (But I’ll also bring the pom-poms to meetings, just in case.)

If you’re looking for someone who can communicate value, translate customer feedback into actionable insights, loves strategizing on how to make the most of a product, and isn’t afraid to ask lots of questions - let's connect!

--

Some recent achievements:
⇢ Exceeding growth and retention targets (203% and 132% averages) for a portfolio of 40+ B2B and B2B2C global enterprise customers
⇢ Building and managing 15+ learning modules and 75+ topic lessons; writing 100+ pieces of content; and executing 200+ edits for an enterprise customer's custom online learning course.
⇢ Increasing global product adoption by creating 150+ pieces of segment-focused documentation, customized workflows, and onboarding training decks for both technical and non-technical audiences.

Other highlights:
⇢ Give-first mentality
⇢ Epic trivia teammate
⇢ If Googling things was a professional sport, I’d be Serena Williams
⇢ High EQ - I *can* read vibes through Slack messages and Zoom calls

✨Opinions/views are my own✨

Ashleigh Bergh Duggan ✨

Universal Destinations & Experiences

What is Communications Planning? I’m glad you asked! (Because I didn’t exactly know either.)

Think of Comms Planners as the general contractors of a marketing campaign. We shepherd an entire campaign from start to finish.

Our destination brand strategists tell us what kind of house they want built--maybe a campaign to support three new entertainment offerings with the goal to get people excited about summer.

Comms planners take the business inputs and bring them to the architects—the creatives who will design the look and feel of the campaign. We ensure the house accurately reflects the needs of the business and we deliver exactly what was asked for.

Once the house is ready, we call in the specialists—our channel partners to start building. It is our responsibility to make sure we know about every leaky faucet (has legal approved the consumer and trade emails?) or potentially delayed permit (was that contract signed?). We provide business strategic oversight, create messaging strategy, are CONSTANTLY contingency planning, and finally lead the launch of the campaign when it’s time to put the house on the market.

This role is great for anyone who loves working with absolutely ev.’ry.body. that touches a marketing campaign. It requires communication skills and problem solving skills—and the ability to adapt ALL THE TIME to changes that will happen at every part of the process (whether that’s new business targets, revamped creative, or the need to rush through new tactics in market). It will also require every tool in your toolbox—business acumen, creative strategy, and tactical execution.

I serve as the campaign lead for events at UOR and USH (Halloween Horror Nights, Holidays, and Harry Potter tentpole activations) in addition to events, new products and attractions at UOR (Mardi Gras, and most recently DreamWorks Land, CineSational Symphonic Spectacular, Hogwarts Always, and the Universal Mega Movie Parade).

Senior Manager, Creative Strategy & Communications Planning

AgAmerica Lending

AgAmerica Lending is one of the nation's leading agricultural land lenders. I established the company's communications department, responsible for strategy and content development for employee communications, executive communications and events, and PR. My role reports through the Chief of Staff within the office of the CEO.

Wins: 

Public Relations: Created a strategic plan to position our CEO as an industry thought leader, targeting national publications. After putting together a pitch, we were picked up by The Hill for a byline.

Executive Communications:  Worked with executive leadership to develop the content for an investor webinar. Oversaw the development of all visual content, speech writing, the coaching of executive speakers, and the production of the virtual event.

Employee Communications: Established the communications department for our company, increasing our internal communications platforms from two (email and Teams) to six and created the first comprehensive internal communications campaign process. Also oversaw the development and implementation of our company intranet.

Leadership: I oversee a cross-departmental editorial committee to develop content across internal and external platforms. This helps us streamline project management and our content strategy in addition to maintaining a consistent brand voice. I've also expanded the communications department to include two mid-level managers who oversee communications events and content development, allowing me to oversee the overall communications strategy, reputation management, and brand positioning of the company.

Director of Communications Strategy

The Walt Disney Company

As an Experience Development Manager, I utilized partnerships across Walt Disney World to design unique itineraries for our affluent Guests in addition to executing the logistics of their entire vacation.

•	Through the Disney principles of sales and service, I achieved an almost 50% sales conversion rate on Guest leads
•	To date, have designed and managed over 50 itineraries for our affluent Guest market
•	Generated almost half a million dollars in revenue through tours and ancillary sales

In addition to my daily responsibilities, I was also a proud cabinet member of Disney's Women's Inclusion Network, working on their marketing and events communication.

Experience Development Manager

Bacarai

VP, Communications

Bacarai is a travel technology startup that will make buying and selling group airfare easier. 

•	With my COO, we co-wrote our company pitch, which was selected as a finalist to present at the Future Travel Event in Singapore in front of over 20 major airline executives
•.     After receiving feedback from potential clients and partners, we have reviewed our pitch deck to reflect current industry trends and group contract pain points
•.     Our articles and content has produced positive interest industry wide and led to meetings with major airlines
•.   I created marketing content to improve organic search and website SEO 
-      I worked to promote diversity in a male-dominated field by facilitating value proposition discussions about company values and culture in addition to creating processes to attract diverse talent and provide implicit bias training.
• As part of our sales and marketing strategy, I regularly attended travel-industry events across the world, working with our DME and travel partners to build new partnerships.
• In a compressed amount of time, I learned travel industry contracts and standards for group airfare and MICE clients.
•. Partnered with airline groups desk agents to obtain group contract quotes and manage terms on behalf of clients
• After earning their business, I was an account manager for tour operators, securing quotes on contracts and managing their terms from start to finish.

Communications Director

With over 75,000 employees, Walt Disney World is the largest single site employer in the United States. Walt Disney and his marketing executive created the ambassador program over 50 years ago, and I was the 73rd WDW employee selected to serve as an official company representative and spokesperson. Ambassadors serve two-year terms. 

•	I partnered with our training and delivery team to create a presentation designed to inspire and motivate employees. The communications and marketing strategy spanned multiple platforms and I personally delivered the presentation to over 2,000 employees over 6 months.

•	As an official spokesperson for the Walt Disney Company, I made over 2,000 public and media appearances and wrote weekly for the company's internal platforms. These included a weekly blog, articles for the internal Eyes & Ears magazine, scripted videos, Twitter and Facebook posts, email updates to mailing lists, posts on our official Ambassador website, Disney history presentations, and more. Media appearances included radio, television, print, and online media in addition to national segments on the Ellen DeGeneres Show, Wheel of Fortune, and Good Morning America.

•As an emissary of good will, I partnered with non-profit organizations and community leaders to develop relationships and continue Disney’s legacy of community involvement. During my two years, I project managed 30 volunteer events at various organizations.

•For two years, I served as judge, presenter, leadership mentor, and spokesperson for the Boys & Girls Club of America Youth of the Year program on behalf of the Walt Disney Company, one of the official corporate sponsors.

•In conjunction with Disney's Conservation Fund, I reviewed grants and awarded grant money to non-profit research and conservation organizations across Africa.

Disney Ambassador

As a leader within the Disney organization, I believed my role was to create the best work environment for my Cast Members, so they could take care of our Guests. Open communication, genuine care for people, and a healthy dose of fun made up my leadership MO. 

• When I first discovered communication breakdown as leader of a new team, I empowered Cast Members to share their feedback and ideas at a department town hall meeting, with the expectation town halls would continue to meet quarterly. Providing a constructive platform for discussion led to positive operational changes and boosted morale. 

• Operational leadership means being visible and available. Every day, I made efforts to have meaningful interactions with my Cast Members, colleagues, and operational partners to provide easy channels of communication and develop meaningful relationships. 

•As a leader, I always aim to provide my team tools for success. For a popular annual event, I collaborated with the training and documentation team to create the first official operating guideline and delivered one of the first comprehensive training programs for the specially selected team.

Entertainment Costuming Manager

Research Specialist Coordinator

•Implemented process efficiencies for facilitators to use during class
•Created and provided organizational tools for facilitators and Leadership team
•Demonstrated great attention to detail while conducting prep work and facilitating the execution of daily operations

Disney University Coordinator

•Oversee daily operations for performer operations at the Magic Kingdom
-Participated on the opening team during New Fantasyland previews 
•Contributed to the departmental recognition planning and budgeting committee for 2013
•Addressed performer safety concerns by partnering with Athletic Trainers to create strength and conditioning exercises

Entertainment Manager

•Facilitated Traditions, the first day welcoming new Cast Members to the Company. Shared stories to inspire Cast Members to continue the legacy of Disney excellence.
•Welcomed almost 2,000 new Cast Members to the Walt Disney Company
•Additionally selected to be a part of the 2012 Disney Cruise Line Traditions Facilitation Team
•Selected to model Traditions Assistant facilitation skills during audition process for 2013 candidates
•Selected as a mentor to the 2013 team due to demonstrated ability to handle class logistics while delivering high-energy facilitation

Disney University Facilitator

Random House

Write pitches to send to magazines, newspapers, radio, and television outlets. Organize author tours, events, and interviews. Create publicity materials including press releases, posters, and cover sheets to promote titles. Regularly volunteer to coordinate company events and plan media parties.

Assistant Publicist

My career has spanned industries, continents, and from one castle to another.

But my professional common threads have always been a passion for leading people and an obsession for telling a great story.

What started as a part time hourly job sweating and asking Guests for feedback in Magic Kingdom turned into an almost ten year career with The Walt Disney Company spanning operational leadership, serving as a Walt Disney World Ambassador, and living in Shanghai, China. 

Disney gave me a platform to sharpen my internal communication skills and tell great stories. But when I returned to the US as a communications executive for a travel tech startup, I shifted focus to external communications through media outreach and a masterclass in investor communications. (Ask me about my pitch deck skills—I spent an inordinate amount of time creating pitch decks for investors and startup competitions.)

During COVID, I was laid off from a second tour with TWDC along with 27,999 of my fellow Cast Members. Unemployed, quarantined, and with a new baby, I brushed myself off and took control of my next step.

Using my knowledge of social media marketing, communications strategy, and content creation, I took to LinkedIn to help others find their next opportunity, which in turn helped my next opportunity find me--as a Director of Communications Strategy with an agricultural finance company.

While this was a (very) different industry, I took it as an opportunity to communicate in a different language for a different audience (less pixie dust, more boots and dust). Sure, I could write a press release for the opening of a new theme park, but writing one about no interest loans on agricultural land that is sexy enough to be featured on the Yahoo! Finance top stories page? Well, that was something I felt particularly proud of.

But for me, it is very on brand to be very on brand. And I’m proud to return to the entertainment and theme park industry as a Senior Manager of Communications Planning with Universal Destinations and Experiences. This role feels like the culmination of my diverse communications and marketing experiences. Our team bridges the gap between our business, internal stakeholders, and customers through integrated campaigns—bringing focus, clarity, and heart to every communications plan.

At the end of the day, no matter where my path may lead, I’m honored to still be making magic!

Follow #CaitComms for my LinkedIn updates!
*All views are my own*

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The Battle

Ashleigh Bergh Duggan ✨

Caitlin Busscher

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