Joy Smith
Atlanta,GA
Summary
Customer success professional skilled in driving client satisfaction and optimizing service delivery. Proven track record of implementing customer-centric strategies and improving client retention. Known for exceptional collaboration with teams and adaptability to changing business needs.
Overview
7
7
years of professional experience
Work History
Data and Curriculum Specialist
Fulton County Schools
08.2018
- Frequently researched curriculum trends to design and implement updated plans in the District to ensure compliance with national and state standards
- Owned writing grants for funding of program growth and development
- Developed guideline materials for school zones to ensure curriculum aligned with needs for mastery, as well as differentiation
- Monitored data for school zone user accounts and developed strategies to identify problems, address stakeholder concerns, and pursue opportunities for data and curriculum improvement
- Organized data into the platform and communicated data trends with Supervisors, Zone Superintendents, and Principals
Senior Customer Success Manager
FEV Tutor
11.2022 - Current
- Drove annual and quarterly retention while focusing on expansion goals by increasing adoption at the regional account level, leading to an 85% retention/renewal of clients in a 6-month period
- Assisted in process of upgraded company processes to aid in improved operations between client and company
- Teamed with internal/external key players to promote client usage, understanding of product, and PDs to improve knowledge
- Aided in curriculum building for new in demand content by utilizing state standards and District needs
- Maintain KPIs and reporting solutions to measure customers Return on Investment
- Prepare quotes and proposals, while managing customer needs and incentivizing Districts and school sites
- Analyzing data to plan and present on methods of increasing customer benefits of our programming
- Implemented processes to ensure customer utilization growth and created playbooks to share with other CSMs
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Developed data-driven action plans to improve customer outcomes and experiences.
Customer Success Specialist, Family Engagement Specialist
Virtual Academy
08.2020 - 08.2022
- Facilitated professional development programs to train employees on the procedures required to conduct virtual classes for community learning
- Developed guideline materials for11 educators using District based curriculum from the Ready platform to implement for students in need of additional instruction, resulting in students achieving a71% success score on academic state testing
- Monitored data for81+ user accounts and developed strategies to identify problems, address stakeholder concerns, and pursue opportunities for program improvement
- Organized and analyzed data, communicated trends, and created action plans
- Presented the weekly data reports to clients in bi-weekly outcomes meetings to access growth and areas of need
- Consulted with team members to determine program improvement needs and established consistent processes to implement those needs
- Planned courses to aid in quality of instruction and content being delivered to students
Literacy Coach
Fulton County Schools
08.2017 - 07.2018
- Implemented strategic timelines to improve trends, outcomes, needs and effective practices to be delivered during literacy block instruction
- Provided training to teachers needing assistance with mastering literacy strategies to deliver effective instruction to students
- Assisted teachers through a coaching cycle to develop classroom management and differentiation in their lesson planning
- Conduct professional development at the school level to align with District and Zone goals
- Planned courses to aid in quality of instruction and content being delivered to students
- Presented the weekly data reports from supervisor to team members during our weekly analysis meetings
Education
Masters of Arts - Education
Armstrong State University
Savannah, GA12.2017
Skills
- CRM Tools/Project Management (Salesforce, Canva, Highspot, Asana, Yesware, PowerBi, Destiny, Totango)
- Education Software (Google Classroom, Classlink, Clever, Canvas, Remind, Class Dojo, Nearpod, Seesaw, Microsoft Teams)
Skills - Account Management
Enterprise & Midmarket Experience, SasS, Implementation, Customer Lifecycle, Retention, Renewals, Churn Prevention, Onboarding Specialist
Timeline
Senior Customer Success Manager
FEV Tutor
11.2022 - Current
Customer Success Specialist, Family Engagement Specialist
Virtual Academy
08.2020 - 08.2022
Data and Curriculum Specialist
Fulton County Schools
08.2018
Literacy Coach
Fulton County Schools
08.2017 - 07.2018
Masters of Arts - Education
Armstrong State University
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