Flywheel: May 2019 — Present
Associate Customer Success Manager (August 2019 — Present)
Curated a one-to-many communication process for onboarding my customer segment. As of July 2020, I’ve guided 350+ new and existing customers through the onboarding process, while reaching out to over 1200 customers.
Manage the bi-monthly shipment of swag to Agency Partners.
Produce monthly and quarterly reports on our Net Promoter Score (NPS) which were reviewed by the C-Suite and other company leaders.
Customer Success Intern (May — August 2019)
Pioneered a new onboarding process for Freelance and small custom hosting plans. Onboarded 60 new customers, and created a communication system that reached out to over 300 customers.
Retroactively onboarded over 40 White Label customers and developed resources to allow for an easier self-onboarding process.
Tagged and organized all Net Promoter Score (NPS) responses and created detailed reports allowing for analysis of trends and customer engagement.
Union College — Lincoln, NE
Bachelor of Arts: Communication, May 2019
Emphasis in Emerging Media; Minor in Marketing