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 ✨

Good Agency

Chief Growth Officer

The Scatter Joy Project

Support the vision, mission, and direction of the organization through brand, strategy, and event support.

Advisory Board Member

PARABLE Brand

People don't lead from qualities or positions, they lead from their story. We help businesses tell their story by building their unique parable.

Storyteller & CEO

One Chapel

Led, grew, and managed volunteer teams to serve throughout the week and for various events. Led trainings and workshops once per quarter. Built up new operational system for vetting, training, and managing people and skills. 
Led youth group leaders through training, development, communication, and preaching each week.

Team Director & Youth Pastor

Depression2Extinction

Co-Founder & Executive Director

Co-Founder & Creative Director

The WHY Blog

www.thewhyblog.com
Creating Connections Through Conversations

Host and Creator

CURO Coaching Solutions, LLC.

Co-Founder & Partner

CURO Coaching Solutions

Personal Development Coach

Bryn Athyn College of the New Church

Leading a team to build a fully functioning media program designed by students to help reach a larger audience of past, current, and future students.

Audio Visual Technician

Be Well Bakery and Cafe

My opportunity is one that allows me to continuously learn and improve myself, my teammates, and the company.

Social Media and Catering Manager

Radical Brand & Content for B2B | Brand Strategist | Storyteller | Brand Pastor | ☕️ & 🌵 Enthusiast

🌵 Follow me for daily insights into building, growing, and crafting the story-backed marketing that drives revenue🌵

Craft coffee and inspiring stories? I’m in. 

I help legacy brands build thriving brand strategies and brand stories.

Don't believe me?

Just ask Dale Dupree.

Luke Frazier 🌵

When he was 17, he traveled through Europe on a one-way ticket, with a single backpack, and $100 for a month.

In his 20s, he and his wife had their first few kids (twins!). Right around the same time he needed to go back to school to get a degree to upscale future work. While that was happening, the family needed to get by (do you know how many diapers twins use up?!). 

So, he ran a school dining hall, was on the fire dept., was the captain of the ambulance crew, also served on the police dept. -- all while in school and supporting two newborns. 

My grandfather was telling me the other day that it wasn't easy. My grandmother added that she really only ever say the back of his head for that season. But they both said it was worth it.

They had financial peace, they were getting set up for better future work, and they were radically involved in the community.

Needless to say, I'm kind of blown away by my grandparents the more I spend time with them. I realize we have it way better than they did in so many ways and there was a different kind of hard work pre-tech. 

Have you gotten to have these kinds of stories/conversations with your grandparents yet?


p.s. He was pretty suave sailing that boat

Luke Frazier ☕️ 

Helping service-based Founders build clear marketing funnels | Brand Pastor | Fractional Revenue Executive | ☕️ & 🌵 Enthusiast

My coffee life and LinkedIn life are not separate. In fact, they might be too well connected (says my wife)...

That's besides the point - why I'm really here is to say that if people like Collin Mayjack ask for my address... I'm giving it. 

Radically grateful this morning as I enter the "manual grind" (which really doesn't feel like a grind) with my freshly brewed Manual Grind. I heavily endorse this specific Ethiopian brew and will leave a solid review in the comments. 

Keep your eyes on what Sybill is doing folks 👀

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I did something I'm ashamed of and needed to publicly repent. 

This is strictly for research and I can tell you this:

Dunkin ain't keeping anybody "runnin". Avoid at all costs. 

You're welcome.

We pray over every episode. That it reaches the right people. That God would give us the wisdom, words, and heart we need. That He be glorified in the work. That it speaks to you so that you can grow and give where He's called you to do so.

And I believe this conversation with Brad Pearse went above and beyond all that we could have asked or prayed for. 

Brad shares some wildly amazing stories from building a $700M company to his time with OtterBox to what drives him today in Sales Consulting and Coaching. 

Loved this episode and if you're a Founder or Sales leader, this one's for you: https://lnkd.in/gWSqk7sE

There's something electric about Scott Frazier.

And it's not just the 3 oat milk cortados he's already had today... no, it's something else.

The man has been in almost every seat imaginable from working at the family business to running ministry to jet-setting across the country with real estate to founding companies and more...

But honestly, after sitting down with him for a few hours, I think this is the one thing that truly sets him apart:

He deeply cares about who is in front of him.

From owning businesses to selling them and leading men and women to guiding young entrepreneurs - Scott sat down with Clay and me to share a few decades of wisdom. 

If you're an entrepreneur or aspiring to be, this podcast is for you.

Tune in: https://lnkd.in/g5Yv86U9

This might be my all time favorite season we launched and it started at a pretty high bar with my boy Scott. Thanks to everyone who shared thorough and beautiful feedback, support, and love this week. Keep it coming!

Thanks also to the team that makes this amazing thing possible: Clay, Daniel, Stephen, Jack, and more!

In my teens and early twenties, all I wanted to do was start a business. I did a few things that never really got anywhere. So, I started my first podcast where I simply interviewed entrepreneurs, creatives, pastors, and people who were doing things they loved - we talked about their "why" in live. 

But along the way, I still felt a desire to "do my own thing". I remember chatting with a few people further along in the journey and they told me, "don't feel like you have to risk everything early, find good leaders and partners and work for them until you can't."

I hated the advice at the time. 

But boy were they right. There's just nothing that can replace raw experience when you're not at the helm. It teaches a different kind of ownership and leadership. The boots on the ground, gritty kind. 

There's nothing like creating your own experience, but really, there's nothing like learning the successes and failures of someone else's thing. 

Don't feel like you gotta jump too early, it's worth the journey and never too late 🤘

When things don't seem clear, it's easy to stay put. It's tempting to take the easy way out. 

And a lot of marketing feels like this: tons of unknowns and a huge waste of money. 

But that's if you don't have a good partner. That's if there isn't full clarity and education of strategy and execution. Not all marketing merits a direct ROI tomorrow. But a good partner helps prove it over time and gives you a consistent path towards growth. 

Stop feeling unclear about marketing and get connected with a partner who dives in deep with you.

It's wild to live under the premise that everything on this platform should be business. 

I know I'm preaching to the choir a little bit here, but also just important to remember.

For example, everything I do in business, directly impacts my family, my church, and friends. On top of that, anytime I travel to meet with clients. I have genuine opportunity to make impact greater than just business. And don't get me wrong I want people to make more money, revenue is our game.

But to be really great at business, there's a side of that where you have to be really good with people. And guess what, most of our lives aren't solely focused around business. Because of that, because of the fact that we can build commonalities on other fronts, we actually have the opportunity to do more business.

So, I guess this is just my caffeinated rant to give you permission, again, to be your full self in business. It might just help you in the long run.





p.s. yes, it is absolutely kosher to drive in the car with a normal mug.

p.p.s. Rocking an Ethiopian today brewed through my trusty chemex

p.p.p.s. (Is this a thing 🤷‍♂️) if you haven't checked out our Coffee & Conversion podcast you're missing out on all things marketing, revenue, and (you guessed it) coffee.

Traveling later this week, so I just wanted to remind y'all:

Don't drink airplane coffee. 

You're welcome.

I didn't think they used to matter much, but words matter a whole heck of a lot. 

They could mean the difference between new clients and lost leads. 

A bought in community or a bad Reddit thread. 

You could gain a lot or lose everything with words. 

So why would you leave them to chance on the "digital billboards" of for your company? 

Why would you be cute when you could be exact?

Why would you be clever when you could be clear?

Choose words that are clear, compelling, and drive people to action. You don't need a lot of them, you just need the right few for the right people at the right time. 



Welcome to Memphis....

Driving cattle is a dream job....

Second best is marketing the land 🤷

Check out Talise, Texas

The wide-open South Texas landscape is our favorite place to work: moving through the pastures, checking water, and watching over every calf. 🌾 

This steady care shapes the Walker family’s life on the land, and it guides their vision for the future of Talise.

If you dream of having your own piece of land to ranch on, The Springs will offer estate homesites with room to breathe and space for the lifestyle you want.

Explore the interactive map for available lots in The Springs: https://lnkd.in/emhPGVNz

Marketing stats and data are all over the place these days. It used to be so much easier

I put in a dollar and get out $5 - $10.

And even though it never *really* was that way, there are so many saturated channels, competitors, and confusing metrics that it's frustrating to not know where you should be.

What's worse? A lot of business owners I talk to who are winging their budgets going into that mess. How will you ever know what's "working" and what isn't?

We love some kind of structure like the EOS strategy. Because it helps give frameworks and guideposts and goals for all the Revenue-focused efforts you have. Even down to salaries. 

I hope you're not flailing like some I've talked to, but if you have some glimpse of an unknown, I'd love to talk to you.

taplio

The Battle

Ashleigh Bergh Duggan ✨

Luke Frazier 🌵

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taplio

The Battle

Ashleigh Bergh Duggan ✨

Luke Frazier 🌵

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Luke Frazier 🌵's LinkedIn Performance

Ready to grow your LinkedIn presence?

Performance ScoreLuke Frazier 🌵's LinkedIn Performance