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 ✨

Commsor 🦕

Content and Creative Lead

Video Producer

Capsule

Capsule is the first video editor built for enterprise teams. Make videos 10x faster, 10x easier, and 100000000x more fun. Try it for free at capsule.video

Content Producer

Lavender 💜 

Video Editor

FleishmanHillard

• Conceptualize stories and edit videos for GoArmy social media platforms 
• Identify real time social media trends relative to Gen Z, earning 300k+ impressions on proposed ideas for the GoArmy Instagram account
• Working experience with 2D and 3D motion graphics using After Effects and Cinema 4D

University of Florida College of Education

Work with the e-learning, technology and communications video production team to film, produce and edit materials for social media and for a documentary. Created motion graphics for social media GIFs. Used Canon C100 and Blackmagic 6k cinema cameras.

Videographer

The Agency at UF

• Oversee a team of 20 photographers, videographers and producers in the creative department to manage work quality and quantity 
 • Manage big picture production responsibilities such as planning and building a production studio, developing production talent and content quality checks
• Manage students' workload and business operation needs alongside fellow creative team leads

Creative Production Manager

• Lead outlines, storyboard and script planning for client videos based on client/supervisor's notes and shot list
• Use strong verbal and written communication skills to interact with team members, understand video goals, and refine the content
• Skilled in a variety of equipment to fill project needs, including Canon DSLR cameras, teleprompters, lavalier mics, shot gun mics, box lighting, tripods and camera stabilizers
• Fluent in Final Cut Pro X and Adobe Creative Cloud

Diversity & Inclusion Coordinator

Steelcase

• Collaborate with Global Operations leadership to produce, film and edit a mini documentary to highlight a significant investment in new technology in the Grand Rapids Wood Plant
• Create high-quality multimedia storytelling with short timelines through photo, video and graphics that actively engages customer, dealer and internal audiences 
• Communicated with dealers, salespeople and industry experts from the perspective of a global brand 
• Gained knowledge about using a Canon C70, audio equipment and stabilizers

Video & Communications Intern

Public Relations Student Society of America (PRSSA)

• Developed a strategic plan to implement initiatives to build diversity and inclusion practices on a Chapter level 
• Conduct focus groups with diversity and inclusion leaders at PRSSA Chapters across the nation to understand Chapter needs and to ensure PRSSA is providing all necessary materials required for Chapter success
• Work with PRSA to further opportunities for HBCU/HCI and international schools including speaker events and scholarships

Vice President of Diversity and Inclusion

Statusphere

• Analyze data from influencer campaigns to create reports and provide feedback and recommendations to the client
• Document and suggest improvements to the customer success processes to increase the team's efficiency
• Organize campaign details to create influencer product offers and task checklists
• Train students and new hires about Statusphere's report creation process and evaluate submitted work

Customer Success Associate

• Develop sales pipeline, source qualified leads and exceed minimum pitch requirement by 160% on a weekly basis
• Assist the Director of Brand Relations with additional tasks such as updating case studies and creating pricing sheets for potential clients 
• Contribute in the monthly DE&I committee initiatives

Sales Development Representative

• Work with the account management team to communicate with brands on campaign details
• Translate client campaign details to descriptions used for influencer pairing 
• Update statistics for influencer engagement and create reports from the campaign results

Account Management Intern

University of Florida

• Provide knowledge of course material to students in the class. Specifically, I walked through case study projects about the corporate reputation of brands and related communication strategies
• Coordinate in-person guest lecturer visits and communicate what the class would be most interested in hearing lectures about
• Assist Professor Pat Ford in administrative tasks including technology set-up during class, preparing presentation slides and organizing attendance 
• Critique guest lecturers and provide feedback to improve the classroom's experience for following semesters

Undergraduate Teaching Assistant

Video Producer | Shark Enthusiast | Boulder Bro-ish

I picked up a camera for the first time when I was 6. I still haven’t put it down. I literally have footage from every stage in my life to prove it. From the moment I picked up the Sony Handycam, I was obsessed with storytelling. 

Everybody has a story to tell — whether it’s a hidden voice, a brand or a 6-year-old kid with a camera. In whatever I do, I aim to tell the untold story. 

Currently, I’m Commsor’s in-house video editor! Previously I’ve worked with Lavender, Fleishman-Hillard, GoArmy, Steelcase, University of Florida and more. My skills include Adobe Premiere Pro, Adobe After Effects, Final Cut Pro X, DSLR + Cinema cameras, videography, photography, influencer marketing, diversity & inclusion, storytelling and writing. 

If you’re interested in grabbing coffee or talking, please feel free to connect or reach out to me at raynavb@gmail.com!

www.raynavb.com

Rayna van Beuzekom 🦕

to the person that cold called me at 11pm last night… 

i moved to the netherlands last month. please mind the +6 hour difference 😅

new chapter, lots of fun stuff happening in the background!

Rayna van Beuzekom

No alternative text description for this image

Nothing like offering complete strangers in Times Square a slice of New York 'za... I certainly wouldn't take a slice from a stranger

But a warm intro from Katrine to Laura Erdem landed me in the beautiful  Dreamdata office for a Papa Dino's pizza delivery

I asked the team, "How are we keeping our Q4 pipeline warm??" 

Laura and Eve delivered on the advice

My takeaways?

Check in daily + sprinkle value

Basically, keep those relationships warmer than a slice of New York 'za with Commsor 🦕

After two months of bouncing between workspaces, last week was my first full week sitting at a proper desk and it's never felt better

One of the pros for moving is getting to design my new perfect office space and creative studio

Here's everything I'm thinking about as I put it together

Sound is one of the biggest concerns, so acoustic panels and soft furniture throughout

Multiple camera set ups is another. I want to make sure I have options when I film, meaning the aesthetic matters

And storage is the last main problem. I have a lot of equipment and I want it to be easily accessible without being an eyesore

Any studio tips you have for me? 

(PS. working on a vid where I design the perfect office space according to science)

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The Battle

Ashleigh Bergh Duggan ✨

Rayna van Beuzekom 🦕

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taplio

The Battle

Ashleigh Bergh Duggan ✨

Rayna van Beuzekom 🦕

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);}Rayna van Beuzekom 🦕's LinkedIn Performance

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