Experienced customer success manager with a proven record of success and growth. Adept at understanding client goals and challenges, developing tailored strategies, and ensuring positive client outcomes. Skilled in proactive communication, problem-solving, and relationship-building, with a keen focus on maximizing customer satisfaction and retention.
At Drata, I skillfully managed a diverse book of business, strategically managing 80-100 assigned mid-market and enterprise accounts. I elevated NPS scores from 40 to 70 and scaled customer success efforts by working with customers in both 1:1 engagements and running 1:many success programs. By establishing an effective communication rhythm and conducting thorough reviews of dashboards, KPIs, and performance benchmarks, I led to a 20% improvement in customer performance metrics.
During my time at NYC Health+Hospitals, I worked in conjunction with the Department of Education to report and record COVID-19 cases in students and teachers throughout NYC. I managed and supervised over 200 cases daily, gathering personal identifiable information and sending over proper documentation to the NYC Department of Health. I informed and participated in high-level discussions with C-suite executives, such as the Deputy Operations Director, regarding final decisions on NYC public school classrooms and/or building closures and reopenings based on a thorough investigation. I spearheaded contingency planning, crafting adaptable frameworks for various pandemic scenarios, resulting in a 30% reduction in response time.
