Get to know me!
MY PROJECTS
A handful of some project I am very proud of during my tenure at GroundLink. Take a look to get a sense of my skills, experience and approach. To learn more about a specific project, feel free to contact me directly.
ONBOARDING FRAMEWORK
Created Formal Process and Structure
Decrease the churn and improve customer experience.
Decreased implementation time by 23%.
Created transparency and set expectations.
Support to fully integrate the new tool into their existing processes and workflows.
SEGMENTATION STRATEGY
Created Value based and Matrix based segmentations that complemented each other to help the team and the company prioritize accounts needs.
Created a segmentation matrix to allow us to group customers based criteria:
Customer outcome-based​
Customer needs-based
Customer attribute-base
KEY PERFORMANCE INDICATORS
The department was driven by revenue target. Sometimes that meant that the revenue will still come in while the account manager was not proactively engaging and retaining our account.
Decided which Key Performance Indicators I wanted to implement that would be closely aligned with our business and departmental goals.
Tied the KPIs to the commission structure with a weighted system.
Created reporting to have quantitative data to measure qtr. outcomes.
Created the payout calculator to generate the quarterly commission attained.
ENGAGEMENT MODEL
Developed an Engagement Model that was unique to the business needs. Since we were developing KPIs for the first time I wanted to ensure that the team had clear understanding of what was expected of them as well as a guide to achieve their goals.
Hybrid model that allowed the Customer Success team to engage customers based on segmentation and/or high/low touch levels.
Specific trigger during the customer journey allowed the team to proactively connect during critical times.
The model included hard touches (face-to-face or virtual meeting) and soft touches (email or phone calls) into the model to allow the engagement to suit the client and decrease the no response.
REPORTING PORTAL
During account review we would showcase comparative data to clients regarding their usage, adoption, and decline of usage in certain markets. Lack of technology forced the team to design each chart before meetings.
Collaborated with he BI team to design an easy to use portal for the team data needs.
The client reports were pre-made templates that I designed resulting in consistency of design and data provided, and most importantly decreased water time and increased productivity.
Provided the team with full datasets regarding every transaction on an account.
Improved the way the team were analyzing the account and missed opportunities.
Combined with job problem portal and specific internal reports decreased churn levels.
Allow us to create a report for clients (on website)with limited data.
ADOPTION AND REPORTING PLAYBOOK
Run the right play at the right time based on clients needs and level of satisfaction
Focusing on business drivers that matter:
Expanding Revenue
Increasing Retention Rates
Decreasing Job Problems
Creating unique customer relationships.
Utilizing a consultative approach in assessing a customer’s account and be able to recommend best practices.