My Career Journey
My career has been a journey of growth, adaptability, and a passion for helping businesses succeed. From early hands-on experience to leading customer success initiatives, every step has shaped how I approach relationships, problem-solving, and long-term success.
Project: Marketing Material Ordering System
Company: Kooth Digital Health
Objective: Implement a scalable system for ordering and tracking promotional materials across school accounts.
Challenges:
- The previous system was manual and inconsistent, causing delays and miscommunication with clients.
Approach:
- Designed a centralized digital ordering platform, allowing school accounts to request marketing materials through a streamlined form.
- Integrated tracking features to monitor delivery timelines and automated notifications to keep clients updated.
- Coordinated with supply chain and logistics teams to improve fulfillment efficiency.
Impact:
- Delivery Times: Shortened by 30%, enhancing client satisfaction through quicker and more reliable service.
- Client Communication: Improved with automated status updates, reducing the need for manual follow-ups.
Key Skills: Marketing Strategy, Brand Awareness, Customer Acquisition, Cross-Team Collaboration
Project: CRM Success Play Revamp
Company: Kooth Digital Health Objective: Overhaul CRM success plays to optimize onboarding and client management workflows.
Challenges:
- Onboarding was time-consuming, and client engagement metrics indicated low adoption of key features.
Approach:
- Analyzed existing CRM data to identify bottlenecks in the onboarding process.
- Implemented new success plays focusing on user training and feature adoption.
- Created automated workflows to provide personalized guidance and resources to new clients.
Impact:
- User Engagement: Increased by 25%, with more clients reaching key adoption milestones.
- Onboarding Time: Reduced by 20%, allowing clients to realize value from the product faster.
Key Skills: CRM Management, Process Improvement, Data-Driven Decision Making
Project: CSM Advisory Council
Company: Merrill Lynch Objective: Establish a Customer Success Manager (CSM) Advisory Council to strengthen upselling and renewal processes.
Challenges:
- Lack of a structured process for renewals led to inconsistent client experiences.
Approach:
- Developed standardized playbooks for CSMs to identify upsell opportunities and guide renewal conversations.
- Conducted training sessions for CSMs to enhance their consultative sales approach.
Impact:
- Client Retention: Increased by 15% through consistent and proactive engagement.
- Revenue Growth: Achieved a 10% boost by identifying cross-sell opportunities earlier in the client lifecycle.
Key Skills: Client Retention, Sales Growth, Work Process Development
Project: Competitor Analysis Dashboard
Company: Kooth Digital Health Objective: Develop a data-driven dashboard to analyze competitor features and market positioning.
Challenges:
- CSMs lacked data-backed resources to highlight product strengths during sales presentations.
Approach:
- Built a dashboard using Looker, integrating competitor data and customer feedback.
- Collaborated with sales and marketing teams to align presentation strategies with competitive insights.
Impact:
- Sales Conversion Rate: Increased by 15%, with CSMs better equipped to demonstrate the platform’s value.
- Internal Efficiency: Enhanced by providing pre-built slides and visual assets directly from the dashboard.
Key Skills: Market Research, Data Visualization, Strategic Planning
Project: Engagement Day Workflow
Company: Kooth Digital Health Objective: Develop an automated workflow to streamline Engagement Day event scheduling and planning, ensuring efficiency and consistency across the organization.
Challenges:
- Manual scheduling processes led to inconsistent communication, double bookings, and logistical inefficiencies.
- Limited visibility into event status, causing delays in preparation and execution.
Approach:
- Created a custom Google Form to capture event details, attendee information, and logistical needs.
- Integrated the form with Google Sheets for real-time data management, providing teams with immediate access to event requests.
- Automated email notifications through Google Workspace, improving communication with event coordinators and stakeholders.
- Conducted training sessions and provided resources to ensure smooth adoption of the new workflow.
Impact:
- Coordination Efficiency: Increased by 40%, reducing the time required for scheduling and planning events.
- Event Management: Achieved 100% company-wide adoption, standardizing the Engagement Day planning process.
- Time Savings: Saved approximately 5 hours per event by eliminating manual coordination efforts.
Key Skills: Process Improvement, Workflow Management, Cross-Functional Collaboration, Automation using Google Workspace
