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 ✨

Kelle Steinecke 🌸

WHEELCHAIRS FOR WARRIORS

At Wheelchairs for Warriors, our mission is clear: to serve those who have served us. With your invaluable support, we extend our reach to veterans and first responders injured in the line of duty across the United States of America. Our goal is simple yet profound: to provide custom-fit, complex-rehab mobility solutions that empower our heroes to reclaim their independence and mobility at the highest level possible.

Many of the wheelchairs our warriors receive from healthcare providers fall short of meeting their needs. Some are in disrepair, while others face long waiting lists for replacements. This not only adds stress to their lives but also places a burden on caregivers who struggle with transporting heavy, inadequate chairs. The resulting limitations in mobility can lead to deep depression among these individuals, robbing them of the freedom to live life to the fullest.

Our warriors deserve better. That's why we go above and beyond to custom-fit each wheelchair to their specific physical and lifestyle needs. Whether it's all-terrain wheels for outdoor adventures or adaptive sports chairs for competitive athletics, we tailor our solutions to enhance their quality of life and foster independence.

The average price for a wheelchair is $12,000, but the impact of our services is priceless. Every dollar donated goes directly toward providing these life-changing mobility solutions to those who have sacrificed so much for our country. Together, let's ensure our warriors have the freedom, independence, and enhanced quality of life they rightfully deserve!

Outreach & Engagement Director

SHINE Consulting

Your business, brand, and team possess unique strengths and challenges—qualities that set you apart and define your path to success. Recognizing this, I offer specialized consulting and coaching services that are precisely tailored to meet your specific needs. My expertise spans across financial services, capital markets, insurance, and private equity, enabling me to bring a depth of knowledge and insight that can elevate your business to new heights.

I understand the diverse landscape of industries including financial services, real estate, insurance, and healthcare. By working closely with you and your team, I can help you identify key opportunities, navigate through challenges, and achieve your goals with innovative strategies and collaborative efforts.

Whether you're considering building an in-house marketing team or opting for a fractional approach, I'm here to guide you towards the best solutions that resonate with your unique situation. As your trusted advisor, I'm dedicated to offering you consulting and coaching in marketing and business strategy that not only streamlines your operations but also enhances your market presence and profitability.

I appreciate that not every business has the resources for full-time solutions. That’s why I provide flexible, fractional services designed to address your particular needs efficiently. I am committed to supporting your growth and helping you thrive in today's dynamic business environment.

Let’s connect soon, and start a conversation on how I can contribute to your journey towards greater success. Your aspirations deserve the best support—let's do this!

Fractional CMO | Leadership Coach 

The Awesome Journey

𝙏𝙝𝙚 𝘼𝙬𝙚𝙨𝙤𝙢𝙚 𝙅𝙤𝙪𝙧𝙣𝙚𝙮 is more than just a LinkedIn Live show; it's a platform dedicated to spotlighting remarkable individuals and their extraordinary stories. Our main goal is to shed light on the unique challenges and triumphs we all face in our personal journeys, emphasizing our shared humanity and resilience. Through compelling interviews, we showcase the remarkable achievements of our guests, spanning diverse backgrounds including veterans, first responders, non-profit organizations, and changemakers making a positive impact on society. Join us as we celebrate the power of human spirit and collective journey towards success.

We're all on this journey together, and together we make it awesome!

Founder | Visionary | Host

Conscious Capitalism Arizona

Vice President Marketing - Volunteer

CCG Catalyst Consulting Group

Laid off due to COVID-19.

Member of the Executive team. Conceptualized marketing strategy, streamlined processes, cost analysis, supervised large-scale speaking engagements, executed brand identity and development, website structure and redesign strategy, video and webinar content, social media, and article publications.

Chief Marketing Officer

Private Company

Facilitated marketing, content management and, fulfillment across three verticals within the Megatel Group of Companies (Megatel Capital Investment, Megatel Homes, and MCI Mortgage). Conceptualized marketing strategy, streamlined processes, cost analysis, built new website to drive premiere customer experience, video introduction, and create infrastructure to increase efficiencies. 

Implemented Reputation Management and SEO Revitalization that took a D BBB rating to an A-, top Google rankings, improved response times by more than 500%, and increased social media following and engagement by more than 300% across all platforms.

Executive Vice President

Architect of Executive Committee and membership. Head of Marketing and managed team of 9, put into practice processes and procedures appropriate for FINRA review, re-brand acquisition verticals, supervised marketing, complex SEO, and vendors in Austin and New York. Partnered with nationally recognized PR firm out of New York.

Executive Director, Marketing

Walton Group of Companies

Member of Global Communications team, Head of Marketing for USA programs, and managed team of 6 direct reports. Developed with Global team and IT to create a worldwide website, with re-branding and launch strategy. Streamlined fulfillment/printing process while changing vendors to reduce storage, printing, and costs by more than 30% and reduced waste costs by 100%.

Vice President, Marketing

Rowland Carmichael Advisors, Inc.

Created all marketing collateral, investor communications, investor events, updated website with new look and feel, assisted in implementation no of digital filing system. Worked with Alternative Investment firms to create investor packages, and cross-trained to process trades, portfolio rebalancing, MorningStar, client paperwork, internal training, and other assistance as deemed necessary by Principals. Created client referral campaigns offering CE/CLE to local CPAs and attorneys, which led to new clients for the firm.

Marketing Director

Northwestern Mutual

• Client Service
• Investment Services
• Create Marketing Collateral
• Case Management
• Meeting/Seminar Coordination
• Referral Program
• Strategic Planning
• Budgeting
• Additional tools:  MorningStar and other internal portfolio reporting

Doing What's Best for Clients Since 1857:
Founded in 1857, our company has lived through the Civil War, the Crash of 1929, the Great Depression, two world wars, and numerous recessions. Our experience is extensive. We are well-positioned to help you manage financial risk and achieve financial security in today's complex world.

Committed to Diversity and Inclusion:
People are the power behind Northwestern Mutual, and diversity makes us better. We are committed to reflecting and serving the marketplace. We will do so by attracting and enhancing the engagement of those who bring their unique perspectives, ideas, and beliefs. At Northwestern Mutual, people matter.

Director of Marketing & Communications

Southwest Forest Products

• Direct Support to CEO/President
• Managed Administrative team
• Claims Management
• Equipment Insurance Management
• Land Management: Water surveys, permits, etc.
• Client Maintenance
• Meeting/Seminar Coordination
• Strategic Planning
• Budgeting - Finance 
• Assist Facility Management
• Additional items:  MAS90.  
Assisted with growth to a secondary saw mill facility (obtaining necessary permits, city approvals, surveys, etc.)

In August of 1984 Steve Van Der Toorn and his wife LuAnne opened Dependable Pallet. In its early years, Dependable Pallet was a Used Pallet Repair Service. Through hard work and commitment to quality and service, the company grew and soon secured most of the Used Pallet Repair business in the Phoenix metropolitan area. Within a few years, the company expanded its services to include Buying, Selling, and Refurbishing pallets. 

Steve and his family continue to position Southwest Forest Products as a leader in the industry by maximizing the organizational services, providing excellent customer service, and expanding product lines. As a result, Southwest Forest Products employs nearly 200 people to manufacture and distribute their products in Arizona, New Mexico, Nevada, California and also exports to Mexico.

Business Office Manager

Vivacious Marketing & Business Consultant | Creator & Host of 𝑻𝒉𝒆 𝑨𝒘𝒆𝒔𝒐𝒎𝒆 𝑱𝒐𝒖𝒓𝒏𝒆𝒚 🌸 | Believer | Collaborator | Passionate Mentor | Hour of Empower Anchor

In the wake of 2020, I embraced a new role as a fractional Chief Marketing Officer (CMO), a strategic position that involves leading marketing efforts on a part-time or temporary basis for multiple companies. This role allows me to offer the depth of my expertise to organizations that need senior-level marketing leadership but may not require or cannot accommodate a full-time executive. The beauty of being a fractional CMO? I absolutely love it. It has allowed me to work with a diverse range of clients across various industries and non-profits, proving to be a truly enriching experience.

This period also brought live streaming into my professional life, and it quickly became a passion. As a dynamic tool for real-time engagement, live streaming has allowed me to connect with audiences and clients in an immediate and impactful way.

With a solid foundation as a Marketing Executive and Business Leadership Coach, my career is firmly rooted in financial services and private equity, with extensive experience navigating industries such as real estate, automotive retail, and healthcare. I have also honed my skills in the health insurance sector, particularly in Medicare, which has equipped me to tackle complex challenges and guide organizations through significant transitions and growth.

My journey has been fueled by creativity and an enduring curiosity about business dynamics, which have propelled me through various leadership roles. As a consultant and coach, I blend innovative thinking with strategic acumen to foster organizational success and personal growth among team members.

I am dedicated to lifelong learning, continually seeking out new knowledge and experiences that enhance my professional skills and teaching capabilities. This commitment extends to my role as a mentor, where I guide other professionals in developing their careers and achieving their goals.

If you're looking to elevate your team's performance or need expert guidance to navigate the intricacies of your industry, let's connect. As your fractional CMO and business coach, I am here to drive your marketing strategy forward and help create a thriving organizational culture. Let's explore how we can work together to achieve lasting success.

#DigitalMarketing #EmailAutomation #SocialMediaStrategy #DataAnalytics #SaaS #ConversionOptimization #SalesTraining #WebsiteDevelopment #AdvertisingStrategies #TeamDevelopment #SEOExpertise #ReputationManagement #WebinarAutomation #LeadershipMentorship #ExecutiveCoach

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The Battle

Ashleigh Bergh Duggan ✨

Kelle Steinecke 🌸

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