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 ✨

Savannah Hill

Mindbody

Responsible for full cycle recruitment within the Sales + Revenue Organization for both the Mindbody + ClassPass organizations. Positions such as SMB Sales, Strategic Sales, Revenue Operations and Enablement. 

Interested in working with us? Click here! https://co.mindbodyonline.com/careers/opportunities

Senior Recruiter

ClassPass

Mindbody + ClassPass are under one umbrella, however to make it easier for candidates to find me, as I recruit for both sides of the business, I list both brands on my LinkedIn! 

We're hiring!

CycleBar

Indoor Cycling Instructor

Calendly

Effectively managed and facilitated the Recruitment process, focusing on roles within the Sales and CX Organization
Recruited for roles such as Revenue Operations, Marketing Operations, Deal Desk Analysts, Account Executives, Sales Development, and Product Specialists
Assisted with projects within the People Team organization for two quarters, moving numerous projects ahead to completion and execution
Projects ranged from internal process improvement to piloting new softwares within the organization
Recruitment process managed within Greenhouse ATS
Facilitated internal trainings for Hiring Managers and Interviewers 
Additionally, assisted with employer branding and working on best ways to attract the best talent

Recruiter III, Sales + CX

Savvy Talent Services, STS Consulting LLC

Currently accepting resume writing clients and/or short term Recruitment needs for folks who need it! 

Most recently and significantly, I help edit and create effective resumes for jobseekers- in my year + since launching, 90+% of my resume writing clients have found new employment within sixty days of using my services. 

Contact me for a free consultation at savvytalentservices@gmail.com or visit my website at savvytalentservices.com.

Savvy Talent Services, STS Consulting LLC is my consulting business, focused on bringing simplicity and transparency back to the process of hiring and getting hired. I provide efficient Talent Acquisition services in contract positions, individual placements, or on a case by case business needs. 

Individual Consumer Services include: 
Career Coaching
Resume Writing and Review
LinkedIn Optimization services
Thoughtfully facilitated and personalized calls, workshops, and group sessions to all ages and demographics to help with navigating their careers. 


Corporate/ Business Services Include: 
Contractual employment 
Sourcing and vetting best-fit candidates 
Interviewing and assessing talent 
Posting Jobs on appropriate online job boards 
Background Checks for candidates 
Full-Cycle recruitment services for one placement, or for multiple openings

Talent Acquisition + Recruitment Consultant | Resume Writer + Editor

TITLE Boxing Club

Part-Time Leadership position with Title, dedicated to member engagement and conversion, trainer improvement, and overall club success. 

Act as Head Coach, which includes coaching classes, evaluating other trainers classes, and implementing improvements to elevate the Title Boxing experience 
Recruit, train, and onboard new trainers up to club standards 
Improve classes by maintaining consistency, coaching techniques, and teaching class participants the fundamentals of boxing and overall fitness 
Work with Director of Operations and Club Owner to understand best practices, club needs, and overall performance and where to improve moving forward
Encourage members and build rapport, focus on member retention and new member engagement
Maintain working knowledge of equipment needs to ensure the club has everything members and trainers need to be successful 
Facilitate Trainer meetings and team building events

Head Coach, Manager of Trainer Development

InVision Group

Global Recruitment position, responsible for leading full-cycle recruitment function; set quarterly OKRs and work to fulfill hiring and retention goals
Implemented new Recruitment processes and practices to scale InVision
Recruitment for Customer Experience, Sales, Partnerships, Product Management, Marketing, UX/UI, and Leadership positions
Grew Cx presence in the United Kingdom and United States, grew Recruitment team and Product Marketing teams Globally
Locations Included United States, United Kingdom, Germany, France, Netherlands 
Source, attract, and retain top talent using targeted job descriptions and ads, utilizing LinkedIn, Indeed and other job boards  
Utilized Recruitee ATS, Github, Calendly, GSuite, and other tools and integrations for an efficient workflow 
Miscellaneous Employee Relations and onboarding through Paychex 
Partner with Managers and hiring leaders to understand business needs, requirements, and timelines

Lead Recruiter

Physicians Immediate Care

Managed Full Cycle, High Volume Recruitment from candidate sourcing to extending job offers; hired Patient Care Technologists, Coordinators, and Radiologic Technologists
Facilitated offer process, including background check initiation and drug screens 
Effectively utilized Greenhouse ATS and ADP Systems for candidate tracking and onboarding
Conducted New Employee Orientation
Connected with multiple hiring managers to understand clinic needs, urgent openings, and staffing changes on a regular basis
Created and maintained a pipeline of candidates within assigned regions to be ready for immediate needs or backfills
Pulled reports within Greenhouse to track and cross-reference hiring numbers and find areas of improvement within the recruitment process

Talent Acquisition Specialist

Rosemont Health and Fitness Club

Part time Fitness Instructor, specializing in High Intensity Spinning classes.

Elevate K-12

Served as a Talent Acquisition Consultant, doing recruitment for Elevate K-12's Corporate positions. Roles worked include Regional Operations Manager, Sales Development Representative, VP of Finance, Director of Recruitment, and Account Executive.

Talent Acquisition Consultant

With nearly a decade of professional experience under my belt, mainly in talent acquisition and recruitment, I am a motivator and activator who helps people achieve their career goals and aspirations. I have successfully filled roles in various industries, such as travel, technology, education, and healthcare, using my skills in social networking, marketing communications, and human resources.

Currently, I am a Senior Recruiter at Mindbody, a leading software platform for wellness businesses. There, I source, screen, and hire qualified candidates for various positions across the organization. I also run my own consulting business, Savvy Talent Services, where I provide resume writing, coaching, and interview preparation services for job seekers. I am proud to say that more than 90% of my clients have found new employment within 60 days of working with me. In addition, I am a passionate fitness instructor who teaches indoor cycling, HIIT, and boxing classes at different studios. You can catch me currently on the bike at Cyclebar! I enjoy bringing transparency and efficiency to my work, whether it is in the recruiting, resume writing, or fitness space. I thrive on cultivating meaningful change, innovation, and results for myself and others.

**Please note that although I do my best, I may not be able to reply to every message in my inbox! I am incredibly grateful to work somewhere that folks are so interested in and additionally grateful to potentially be a resource to you and your next role. If I don't reply, it isn't personal, and if you feel it's a message of value and I haven't replied, feel free to message me again. Thank you!**

Recruiter III, Sales

Effectively manage and facilitate the Recruitment process, focusing on roles within the Sales Organization
Recruiting for roles such as Revenue Operations, Marketing Operations, Deal Desk Analyst, Account Executives and Sales Development Reps
Assist with projects within the People Team organization 
Projects range from internal process improvement to piloting new softwares within the organization
Recruitment process managed within Greenhouse ATS 
Facilitate internal trainings for Hiring Managers and Interviewers 
Additionally, assist with employer branding and working on best ways to attract the best talent 



Interested in joining us? Send me a message! I read them all and reply to most.

taplio

The Battle

Ashleigh Bergh Duggan ✨

Savannah Hill

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