Drive productivity, consistency, efficiency, & scale across CSBuild & Manage the operational infrastructure needed to scale (processes, tools, reporting, and new initiatives)Collaborate with CS Leadership on customer segmentation strategy, account assignments and maintenance, delivery backlog, and data hygiene for customer health & revenue tracking.Develop & manage CS renewal and churn forecasting and results management process to deliver on and improve KPIs (partnering with leadership)Develop & Maintain our Customer Success platform Gainsight from implementation to adoption and expansion across GTM teamsDevelop ongoing customer experience journeys and enablement for the Global Customer Success teamBuild, establish, & consistently improve health scoring methodologies and delivery mechanismsAnalyze retention data metrics and prepare dashboards for executive leadership presentationsOngoing communication, enablement, & governance of existing and new processes that impact the CS organization, our customers, and our cross-functional partners (sales, product, marketing)Claroty is on a mission to secure all cyber-physical systems across industrial (OT), healthcare (IoMT), and enterprise (IoT) environments: the Extended Internet of Things (XIoT). Our platform is deployed by hundreds of organizations at thousands of sites across all seven continents. Claroty is headquartered in New York City, with employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. Since being launched by the famed Team8 foundry in 2015, Claroty has raised $635 million in funding from the world’s largest investment firms and industrial automation vendors, making it the most well-funded industrial cybersecurity company.

Provided outstanding service to clients, focusing on both strategic account development and technical troubleshooting Created and implemented a new client onboarding process, resulting in an increase in trial-period conversions to annual contracts from <50% conversion rate to 90%+ conversion rate over 1 yearTransitioned clients from annual to multi-year contracts, increasing ARR by ~15% per clientManaged customer success operations, including creating + sharing adoption & time-to-value reports for senior leadership, leading training sessions for new hires, and building in-platform engagements for UserIQ's userbaseCreated 20+ customer training videos to scale self-service onboarding

Founding member of customer advocacy team focused on one-to-many training for small business marketersDesign, develop, and execute daily live training sessions for customers to help them quickly see value from their package and featuresResearch industry best practices for marketing and e-commerce to evolve training content, as well as monitor + incorporate industry trends into monthly customer webinars and Knowledge Base contentAddress inbound customer support queries and concerns while providing an empathetic, personalized experience and appropriate resolution or escalationMet or exceeded customer retention, customer health score, and net-expansion goals every month since program launch

Provide technical support, education, and marketing expertise to nearly 200 Springbot customers on a daily basisManaged 200+ accounts representing $85K+ MRRCreate and present data-driven Quarterly Business Reviews to customers to increase product adoption and help customers achieve their ecommerce marketing goalsIncrease average revenue per user through strategic product upsell and contraction/churn mitigationAssist Product, Marketing, and Development teams by providing customer insights, data, and facilitating communication between teams to provide the best customer experience with new features

Helping small/medium online retailers use the Springbot app to automate their marketing activities and understand their customers better through data analytics

Act as client advocate and coordinator between client marketing contacts and agency teams, including creative, strategy, creative technology, media, and production Creating worlds around brands through digital media such as websites, mobile applications, digital systems, and web bannersTraffic print and digital advertising collateral through partner agencies and media vendor submission processes Serving mostly B2B marketing initiatives

Manage project timelines and facilitate client communication for pharmaceutical sales training programs. Serve as main client and vendor point of contact. Provide technology support and strategy recommendations as needed.

Research and compose social media updates for VisionPoint Marketing clients and provide in-depth analysis on social media marketing efforts

• Produced marketing collateral soliciting donations to scholarship funds and class endowments targeting previously untapped stakeholders• Updated social media strategy using analytical and scheduling tools, streamlining responsibilities, and unifying strategy across all platforms to create more efficient messaging• Authored monthly news articles for multiple publications featuring student achievements and profiling acclaimed school programs which were distributed to parents, alumni, and others in the community• Contributed to general office organization and worked closely with various department coordinators to achieve strategic goals for development, marketing and community outreach

Develop strategy and maintain social media outlets for clients and VisionPoint marketing efforts

Uploading content to a new website specializing in real estate searches based on location lifestyle data

- Composed monthly blog posts on various marketing topics - Maintained Strategic Guru's Twitter account - Wrote and published press releases for Strategic Guru and its clients - Created initial tradeshow marketing campaign creative strategy

 Recorded video interviews with professional A/V manufacturers at annual InfoComm tradeshow in Orlando, Florida for exclusive coverage website Worked closely with team of reporters to cover over 925 exhibitor booths on tradeshow floor Contributed to Twitter and social media coverage of the event through events, prize giveaways, and comedy videos to promote company’s industry publications and provide entertainment to attendees and non-attendees

- Created presentation for orientation program informing parents and students of dining options- Designed promotional materials- Developed and executed marketing plans for new dining locations and sustainable initiatives