University of Nevada-Reno

Portland State University

Customer Success Manager at Broadly

San Francisco, California, United States

Broadly

Customer Success Manager

- Managed outreach and retention as part of a three-person team for industry leader and innovator in SaaS economic development and site selection software for government agencies to aid business attraction and expansion. 
-  Developed and implemented multiple training programs and documentation for clients to build relationships, aid in client retention, and help them maximize product value.
-  Delivered technical, marketing, database maintenance, and operational support for clients of all sizes—advising on best practices, customer engagement, and outreach.
-  Collaborated with marketing and sales efforts to develop cohesive strategies to increase sales, craft targeted messaging to reach new clients, and increase existing client revenue.
-  Acting as client advocate, guided engineering team, directing fixes and implementing improvements to meet company and client needs—retaining revenue, increasing client satisfaction, and decreasing workflow inefficiencies. 
-  Directed third-party consultants to ensure client needs were met, making sure implementations maximized utility for client, ensured retention, and use of product. 


GIS Planning

Customer Service Manager

- Innovated above and beyond position's duties and title, working across departments.
-  Formulated communication strategies with senior management for major projects and ongoing public outreach efforts—designing best practices with limited resources and political constraints.
-  Worked closely with economic development staff and city manager’s office on a range of outreach efforts to attract business and jobs by promoting the city.
-  Responsible for all maps, GIS data, and information graphics for the Planning Division and supplemented departments citywide—understanding and prioritizing their GIS and outreach needs.
-  Innovated marketing collateral design and production to reduce outside printing, allowing staff to create high-quality materials using existing technologies productively.
-   As part of larger communication efforts, implemented—edited, wrote, designed, promoted—quarterly newsletter informing the public ways the city is working to improve quality of life and deliver needed services. Repurposed this material in other marketing efforts to maximize impact.

City of Hayward

Graphics and Planning Illustrator

- Managed, designed, and produced cartographic content for <a href="http://www.lonelyplanet.com">www.lonelyplanet.com</a> and
its digital products, innovating production and streamlining publication processes
resulting in more new and updated content in shorter periods of time.
-  Supervised and trained mapping staff to produce maps more quickly, decreasing production
time and effectively using existing company resources during tight budgetary times.
-  Forged new links with external departments to produce map content, resulting in efficient
use of cross-company resources and reducing staff down-time.
-  Built prototypes to develop new business opportunities in growing global markets.


Lonely Planet

Cartographic Producer

Chris Gillis