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Glomery Sierra

@glomerysierra

Client Success Manager at RewardsNetwork who authored the onboarding and retention SOP and helped eliminate $150K in payment loss.

United States

Message

At RewardsNetwork, I own renewal and expansion strategy for a book of 338+ accounts. I authored the onboarding and retention SOP used by all Client Success Managers and partner across teams to optimize workflows that eliminated $150,000 in payment loss.

At LEMONADE, I owned renewal and growth revenue for a 150+ account book, generating $1.5M in YTD growth renewals. I also coached and onboarded 10+ Customer Success Managers, and helped raise customer satisfaction from 75% to 93%.

Earlier, I managed school support and community programs at ILLINOIS STATE CHARTER SCHOOL COMMISSION, SUMMER SEARCH, and THE DEPARTMENT OF EDUCATION. My work included creating an onboarding guide adopted by 20+ employees, securing a $25,000 grant, and coordinating enrollment programs for 1,000+ families.

Experience

Work history, roles, and key accomplishments

Current

Client Success Manager

Current

RewardsNetwork

Jan 2022 - Present (4 years 8 months)

Owns renewal and expansion strategy for a book of 338+ accounts, running quarterly business reviews and upsell conversations. Authored the standard operating procedure for onboarding and retention, and partners cross-functionally to eliminate payment loss.

Salesforce Zendesk RingCentral AS 400 Account Health Data Analysis Onboarding Retention Upselling Customer Success CRM Google Workspace Microsoft Suite Microsoft Teams Zoom

Customer Success Manager

Lemonade

Jan 2020 - Jan 2022 (2 years)

Owned renewal and growth revenue for a 150+ account book, running quarterly business reviews that translated customer results into $1.5M in YTD growth renewals. Coached and onboarded 10+ Customer Success Managers and partnered with Finance to reduce payment loss.

Zendesk TalkDesk Blender Customer Success Renewals Upselling Coaching Onboarding Churn risk mitigation Product Adoption CRM Google Workspace Microsoft Suite

School Support Manager

Illinois State Charter School Commission

Oct 2018 - May 2019 (7 months)

Generated 30+ data-driven reports on appeals, industry trends, annual reviews, and renewals to support stakeholder decision-making. Built an onboarding guide adopted by 20+ employees and evaluated performance across five charter schools.

Data Analysis Reporting Onboarding Performance Evaluation Stakeholder Management Google Workspace Microsoft Suite

Program Manager

Summer Search

Oct 2016 - Aug 2018 (1 year 10 months)

Directed 10+ initiatives spanning college access, student activities, and alumni engagement, recruiting 75+ students through targeted outreach. Secured a $25,000 grant to launch the College Is Possible Program.

Program Management Outreach Grant writing Event Planning Student Engagement Google Workspace Microsoft Suite

Community Program Manager

The Department of Education

Oct 2015 - Aug 2016 (10 months)

Coordinated enrollment and onboarding programs for 1,000+ families, running 15+ open houses and processing 500+ applications. Used Salesforce to track schedules and bi-annual check-ins across a 150-school portfolio.

Salesforce Enrollment Onboarding Program Coordination Data Tracking Google Workspace Microsoft Suite