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 ✨

Teal

VP of Marketing

Head of Brand & Content

The MarketHer

The MarketHer—first a newsletter and now an online community—was born out of a desire to help my peers find new jobs in the wake of mass layoffs at WeWork in fall of 2019. My goal: to provide a resource for those who identify as female to discover the next step in their careers. In a world where women still earn $0.82 for every dollar her male counterpart makes, it's up to us to ensure one another succeed. 

Networking is powerful, especially in the age of social media, where we can form internet friendships, slide into DMs, and blindly message second-degree connections on LinkedIn. But even though technology has amplified the opportunities for cold outreach and digital networking, the job application process can still feel impersonal. Through The MarketHer, I wanted to bring the human element back in through a more tailored, carefully curated approach. 

Learn more and subscribe at http://themarkether.co.

Founder

LZ LLC

Self Employed

WeWork

• Led a global (and, as of March 2020, remote) social media team of 15.
• Drove crisis communications, emergency management, and customer service strategies for COVID-19 response amidst a content pivot that laddered into broader marketing campaigns and goals.
• Developed executive social media strategy and content for the Executive Chairman of WeWork across Twitter, LinkedIn, Facebook, and Instagram.

Head of Social Media

• Served as deputy head of social media, overseeing strategy and content creation; influencer strategy and partnerships; data and analytics; social listening; monitoring and reporting; budget oversight ($1M+ annually);campaign management, etc.
• Drove customer service strategy, crisis communications, emergency management, and sensitive high-level strategy in a pre-IPO climate; pivoted content strategy accordingly.
• Led efforts resulting in exponential audience growth across platforms since 2015: Instagram by +5440%, Facebook by +600%, LinkedIn by+6618%, and Twitter by +313%, fostering one of the most engaged-with brands on LinkedIn and Instagram.
• Earned high-impact media placements through spearheading a brand strategy on social media, which has since been used as a case study for how to position B2B brands in creative and innovative ways and has driven a highly engaged consumer brand audience.

Director, Social Media Strategy

• Hired and remotely managed a global team of 8 across Mexico, Brazil, U.K.,Israel, China, South Korea, and India.
• Implemented strategy for the growth and regionalization of our international social team; oversaw their respective strategies, content development, and customer service (including WeChat, Weibo, Naver).

Director, International Social Media

• Led the strategy and evolution of the WeWork social accounts during a hyper-growth period, working cross-functionally with senior-level stakeholders to make a B2B brand appealing to a consumer audience.
• Created and developed content for several We-brand accounts (We,WeGrow, WeLive, Rise by We, etc.), liaising with internal teams to produce content and developing guidelines for best practices.
Led a cross-functional, global team of 12–14 to implement regionalized and localized content across mixed-maturity markets.

Director, Social Media

• Content strategy and creation for all WeWork and WeLive social media properties.
• Oversaw two social media managers (one based remotely in Mexico); developed and oversaw execution of international social media strategy for markets in EMEA and LATAM.

Senior Social Media Manager

• As the only social media hire, oversaw content, strategy, community management, and customer service for WeWork’s brand accounts across all channels.
• Developed brand strategy, drafted internal and member communications, and managed relationship with PR agencies while working closely with senior/C-level stakeholders.

Social Media Manager

Brand Marketing Manager

Scholastic

• Work closely with the Senior Director of Social Media & Internal Communications to support the strategy, implementation, and maintenance of Scholastic's 50+ social media accounts
• Write for Scholastic's award-winning blog, On Our Minds (www.oomscholasticblog.com)
• Copyedit corporate reports and websites (e.g. Primary Sources--a project of Scholastic and the Bill & Melinda Gates Foundation; Kids & Family Reading Report)
• Serve as general copyeditor for the Corporate Communications team (familiar with both AP Style and The Chicago Manual of Style)
• Write weekly content for the Scholastic Intranet (3-10 stories per week using Drupal); draft internal notes to staff and other internal communications materials as needed
• Use basic HTML to create Online Press Kits and help maintain the Scholastic media room
• Manage the Reading Ambassadors program for the Scholastic Summer Reading Challenge, coordinating Governors' Spouses and Governors of U.S. states and territories to each make a 500-book donation to the school of his or her choice (www.mediaroom.scholastic.com/readingambassadors)

Writer/Producer, Social Media & Internal Communications

• Worked with the Directors and Managers in the Corporate Communications and Media Relations Department to strategize and coordinate media outreach for corporate projects, campaigns, events, and special initiatives
• Assisted with publicity for the Scholastic Art & Writing Awards by drafting pitches, press releases, and media alerts, building and maintaining media lists, monitoring social media to supplement traditional media monitoring and outreach, and working with reporters to provide assets as needed
• Managed the Reading Ambassadors program for the Scholastic Summer Reading Challenge, coordinating 51 of the Governors' Spouses and Governors of U.S. states and territories to each make a 500-book donation to the school of his or her choice
• Wrote for Scholastic's official blog, On Our Minds 
• Created Scholastic's Pinterest account; brought the idea to the Director of Social Media and Internal Communications and worked closely with her to curate the account and develop a content strategy
• Copyedited the biannual Scholastic Kids & Family Reading Report (www.scholastic.com/kfrr)
• Served as a juror for the writing portion of the Scholastic Art & Writing Awards
• Drafted and copyedited internal- and external-facing material from senior management
• Compiled daily press clips for the Corporate Communications department and weekly media impressions for the heads of each of Scholastic's business divisions

Junior Publicist, Corporate Communications

• Worked directly with the Vice President of Corporate Productions and Creative Services to coordinate and execute internal and external events; provided support in the execution of productions, special initiatives and webcasts 
• Copyedited the Scholastic Event Services website and brochure (www.scholastic.com/eventservices)
• Worked closely with external vendors to ensure that events were properly catered and staffed
• Maintained the company's online registration system for conference room and event space usage and coordinated maintenance of all of Scholastic's event spaces
• Wrote guest posts for Scholastic's corporate blog, On Our Minds (www.oomscholasticblog.com)

Communications & Production Assistant

Dragonchase, Inc.

• Drafted written content and correspondence (marketing and advertising material, programs, online content, e-newsletter, etc.)
• Copyedited all communications materials and website copy
• Assisted with the creation of all marketing material by writing copy, creating and distributing press kits, and developing a cross-promotional package for potential partnerships and sponsorships
• Handled day-to-day business operations 
• Coordinated weekly production-related tasks and delegated to three production assistants

Associate Producer

Urban Stages

• Assisted the Managing Director with grant writing
• Proofread and edited written and electronic correspondence; handled correspondence with potential benefactors and donors
• Read, reviewed, and responded to new play submissions 
• Managed the box office and ticket sale software

Assistant to the Managing Director

Cedar City Falls (Off-Broadway)

• Served as the liaison between the Producer and Actors’ Equity Association (handled legal correspondence, organized documents paperwork for weekly submission, distributed reimbursement to actors, made sure we were following union regulations, etc.)
• Supervised the other production assistants and the distribution of their duties; managed the rehearsal schedules and conflicts of more than 30 actors
• Designed, wrote, and edited the playbill for each week’s performance

Production Assistant

VP, Marketing at Teal | Using brand strategy, social media, and content marketing to empower others in their careers

I'm a content strategy and social media professional with experience leading global teams in early-stage and hyper-growth startup environments. With a strong background in social media, editorial, internal communications, community-building, and brand marketing strategy, I'm passionate about storytelling while driving brand affinity, engagement, and growth across education, entertainment, and future of work verticals.

taplio

The Battle

Ashleigh Bergh Duggan ✨

Lia Zneimer

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