EXPERIENCE
Customer Success Consultant / ConsumerAffairs
June 2023 - Present / New York, NY
Contracted to decrease customer churn by developing effective communication and engagement strategies using playbooks and data analysis.
Coaching the Director of Customer Success and the CSM team to improve their renewal and QBR workflows through continuous iteration and value-driven approaches.
Director, Customer Operations & Services / Bitly, Inc.
February 2022 - March 2023 / New York, NY
Launched 5+ recurring customer programs (upgrades, product adoption, customer surveys, churn prevention, increase LTV) that reduced churn by over 4% within six months.
Led a top company initiative to understand better customers’ use cases & profiles, which provided critical insights for product marketing and revenue-generating initiatives.
Oversaw Customer Programs, Technical Services, Training & Onboarding, and Customer Analysis teams comprising ICs and a second-line manager. Regarded as the only manager to retain 100% of team members from 2019 through 2022.
Created playbooks, talk tracks, and email cadences for the CSM teams to deliver consistent customer communication around expansion and renewals.
Continuous optimization of Customer Success’ cross-functional communications between Marketing, Engineering, Product, Design, and Sales to increase collaboration and align customer experiences.
Led the Bitly and QR Code Generator support team integration post-acquisition. Managed the hiring and onboarding of the new Global Support Director.
Global lead for BitlyCares, an employee-driven group committed to positive and sustainable social impact through charity and community outreach. Led the fundraising of $70,000+ throughout 2022.
Director, Customer Success Programs / Bitly, Inc.
January 2020 - February 2022 / New York, NY
Built customer training and onboarding programs that lifted monthly retention rates by up to 15%.
Hired and managed six (6) full-time employees and five (5) offshore support agents that constitute Customer Training & Programs (T&P), Bitly Support, and Technical Services teams.
Optimized customer post-sale journey, including integration with Sales and AM workflows.
Known as “the voice of the customer” at Bitly, built bridges connecting CS with Engineering, Product, and UX/Design (EPD) teams to ensure recurring dialogue and feature testing and that customer feedback informs the product roadmap.
Decreased support average ticket age by over 67% and time to ‘first touch’ by over 96% by reconstructing the entire support ticketing ecosystem to align better and support the shift in Bitly’s customer profile. This included restructuring Zendesk, retraining the support teams, and creating ticket escalation processes.
An engaged member of Community Outreach, Company Values, and Employee Recognition Committees.
Manager, Customer Success Programs / Bitly, Inc.
May 2019 - December 2019 / New York, NY
Promoted to manage and build out the T&P team to develop customer training modules, live webinars, and customer onboarding content for each customer tier.
Dual ownership of the Gainsight build and upkeep with the Manager, CS Operations.
Partnered with L&D to develop and run internal training between Account Management and Sales on upsell coordination.
Chosen as the product and company subject matter expert for an audit and overhaul of Bitly’s internal wiki (Guru).
Team Lead, Account Management (AM) / Bitly, Inc.
February 2018 - June 2019 / New York, NY
Awarded MVP of Customer Success Organization (2018) and chosen for the inaugural President’s Club with >104% NDR for eight out of twelve months.
Outperformed core metrics (>90% retention rate) and established new company-wide post-sale processes to earn promotion as Team Lead to assist existing leaders with dotted line manager duties.
Relied upon as the go-to for AM best practices, customer scenarios, and churn mitigation tactics.
Selected as the CS–Product liaison to collaborate and share customer insights contributing to product roadmap planning.
Customer Success Architect (CSA) / Bitly, Inc.
Dec 2016 - Jan 2018 / New York, NY
Consistently above 90% monthly target retention rate for 120+ of Bitly’s top accounts nearing $2M in revenue.
Maximized partner success by listening to customer needs, collaborative strategizing, and ensuring successful product adoption.
Acted as the technical specialist to assist Sales with closing new business and maximizing upsell opportunities.
Took the initiative to build a new post-sale customer journey, resulting in improved back-end account management and overall retention rates.
Senior Account Manager, Reebok, Adidas Group / BAMKO, Inc
Operations Manager, Reebok, Adidas Group / BAMKO, Inc
Apr 2012 - Aug 2016 / New York, NY
Developed expertise in the Reebok brand and collaborated with project leaders to strategize opportunities for brand growth.
Analyzed project scope and flow, from creative to final delivery, to ensure efficient and effective production processes.
Account Executive / The Madison Square Garden Company
Sales Representative / The Madison Square Garden Company
Jun 2010 - Apr 2012 / New York, NY
Demonstrated exceptional sales and customer service skills, leading to promotion to account executive position in April 2011.
Achieved $1.3mm in sports properties sales, including group/suite sales and season subscriptions for all arena events.
Successfully managed season subscription renewals for over 10,000 accounts while maintaining daily sales calls and meetings.
Professional Consultant / PKA International
Jun 2009 - May 2010 / Memphis, TN
AWARDS
Bitly Customer Success MVP
Bitly President’s Club
Promotional Products Association International (PPAI) Pyramid Award, Consumer Programs
PROFICIENCIES
CRM: Gainsight, ChurnZero, Salesforce, Zendesk
Lead Gen: SalesLoft
Research & Business Development
Process Development
Team Management, Coaching, & Development
Global Experiential Marketing
Email Content Strategy
Marketing Strategy & Channels
UX
Spanish
EDUCATION
The George Washington University
Washington, DC
School of Business, May 2009
Bachelor of Business Administration, with a secondary field in Spanish
General Assembly
New York, NY
August 2016
Digital Marketing
