Eva M.

Directed regional (NYC, Foster City, Chicago) and international (Canada) client success teams supporting enterprise clients, owning customer relationships post-onboarding through renewal and expansion. Accountable for $720m of ARR within the US region and $110m of ARR within the Canada region. - Collaborated with sales and global product solutions to increase product adoption and drive non-sponsored job revenue by 4% via account team pilot initiative. - Partnered with internal technical and platform teams to refine Salesforce processes, resulting in a 46% gain in operational efficiency. - Developed reporting, KPI and processes related to queue based support model resulting in an average time to resolution of 2 business days and average CSAT score of 4.5 out of 5 an increase from 3 out of 5. - Improved employee sentiment by 20% in biannual employee survey through targeted action plan including implementation of office hours, feedback process, transparent status updates. - Created scalable playbooks for onboarding, optimization, and retention, empowering CSMs to deliver proactive, value-based client engagements.

Led global teams delivering both 1:1 and scaled customer engagement, owning post-sale relationships and onboarding experiences. Designed and launched client onboarding and enablement programs, boosting ATS API integrations and establishing KPIs/processes that tied team productivity directly to business outcomes. - Reduced time to resolution for product bugs and issues with integrations and API product with ATSes to 2 days by developing escalation workflow, SLA’s and workflow owners. - Represented CS organization efforts to capture hires made on Indeed through adoption of integrated and custom solutions. - Development and centralization of Scaled Enablement Operations. Established global director and team structure and acquisition of tools.

Led 9 Client Success Managers (CSMs), supporting a portfolio of enterprise and mid-market clients across verticals. Supported and engaged team through continuous process and playbook development. Accountable for $20m in ARR. - Enhanced internal workflows by improving communication between CS and finance, reducing incomplete credit/refund requests by 25%. - Achieved and maintained highest revenue retention within the Americas with over 87% for 2 consecutive years. - Served as internal SME on product functionality and troubleshooting, bridging communication between technical teams and client-facing staff. - Developed scalable processes and documentation to increase team efficiency and support internal training. - Led performance management, team enablement, and ongoing coaching to exceed KPIs related to customer satisfaction, retention, and revenue expansion.

Owned and grew a $6M ARR book of business spanning enterprise, mid-market, and SMB clients—driving customer success from onboarding through renewal and expansion. Provided coaching and light management for new hires, contributing to team development and performance. - Serve as Ambassador with Product and internal technical teams on process and product improvements impacting client experience. - Develop and publish SOP and internal talk tracks on custom product offerings for our self-serve dashboard to streamline best fit identification and reduce escalations. - Establish new-hire post-onboarding extended training program across New York City based teams. - Led the annual Quarterly Business Reviews for NYC based teams; encompassing the logistics, review and feedback of presentations and determine tangible client outcomes.

Owned and grew a $2M ARR book of business spanning staffing agencies, SMB & enterprise clients—driving customer success from onboarding through renewal and expansion. Focused on strengthening partnerships following organizational shifts within the Sales team. - Identified and nurtured CSQLs focused on further upsell and engagement opportunities. - Leveraged new tools to maintained churn levels below goal of 2% each quarter. - Contribute as Ambassador with Product and internal technical teams focused on product and process improvements impacting client experience.

Led client onboarding and technical support and drive solutions for complex enterprises, continued partnership with Sales to ensure product adoption and long-term client success. Served as peer mentor for new employees and establish best practices regarding data hygiene. - Coordinate and execute the onboarding and training of new team members. - Develop and maintain process documentation for client data entry. - Participate in ongoing efforts to streamline client onboarding, training participation and measuring client success.

Led client onboarding and technical support and drive solutions for complex enterprises, maintaining thorough documentation and partnering with Sales to ensure product adoption and long-term client success. - Increased number of merchants on boarded and actively using the platform on a monthly basis. - Served and supported client data entry efforts.

Led client onboarding and technical support, maintaining thorough documentation and partnering with Sales to ensure product adoption and long-term client success. - Continuously exceeded SLA and response expectations. - Developed and maintained documentation of onboarding success plan for department.

Provided case management and developed care plans for assigned cases. Prepare and maintain required documentation on each case. Plan for needed care with client and all collaterals. Advocate on behalf of clients with outside agencies (Medicaid, SNAP/TANF, Medicare, Social Security). Provide counseling, social support, and assistance in crisis situations to the client and their family.

Coordinate and manage schedules for over 10 therapists. Developed an organizational system for updating patient records and maintaining HIPAA guidelines. Reduced patient’s outstanding balance total by 2/3. Handled insurance and benefits verification and claims follow-up on a monthly basis.

Studied Psychology with a focus in Social and Neurological areas as a Major. Studied various aspects of the Jewish religion including the events of the Holocaust and daily life and religion as a Minor.