Erin McLaughlin

Salt Lake City, UT 720-***-**** ad0zm6@r.postjobfree.com linkedin.com/in/erinlomclaughlin Client Success Manager Onboarding Strategist Partner Management Specialist Client Success Manager with 4+ years of experience in diverse industries, specializing in enhancing partner relationships and optimizing client onboarding processes. Demonstrated expertise in budget administration, program development, and operational efficiency through Salesforce and other CRM platforms. Skilled at fostering cross-functional collaborations and implementing scalable initiatives that increase platform adoption, financial value, and overall satisfaction. Core Competencies

● Client Relationship Management

● Budget Administration

● Salesforce CRM

● Performance Metrics Analysis

● Grant Funding and Escalation

● Stakeholder Engagement

● KPI & OKR Tracking

● Product Roadmap Development

● Process Automation

● Cross-Functional Team Leadership

● Multilingual Communication

● Fundraising Strategy

● User Onboarding

● Technical Support & Training

Professional Experience

Airbnb.org – Remote, USA

Partner Success Manager (USA, CA, EU) 6/2022 – Present

● Managed ongoing relationships with multiple partners through weekly check-ins via phone and email, resulting in a 73% increase in platform adoption.

● Administered partner budgets and closely monitored spend tracking through Salesforce and A4W Dashboards, ensuring 100% compliance with grant utilization.

● Conducted comprehensive reservation audits and stakeholder reviews to collect partner insights, identifying key issues that led to an 60% improvement in partnership effectiveness.

● Communicated critical partner updates to internal teams, and successfully escalated funding discussions and grant requests.

● Initiated and led projects focused on product improvements and client satisfaction, achieving an 100% increase in user comfort with the platform’s technology.

● Acted as a strategic and supportive partner throughout the entire onboarding process, fostering customer loyalty, and ensuring lasting client retention by delivering product information and resolving post-implementation customer concerns, resulting in a notable 75% improvement in client satisfaction

DonorSee – Fairfax, VA

Partner Success Manager 12/2021 – 7/2022

● Developed core strategies and product roadmaps in alignment with the company’s mission, particularly focusing on crises in Ukraine and Afghanistan, leading to an 100% increase in fundraising effectiveness.

● Managed and escalated funding programs, tracking OKRs and KPIs to maintain productivity rates above industry standards.

● Resolved diverse platform issues for all partners, from crisis engagement to technical support, with 100% timely responses.

● Guided the entire partner lifecycle management, including the successful implementation of new and renewed partnerships.

● Conducted continuous partner account management to ensure 79% partner satisfaction from the beginning to the end of the cycle.

● Pioneered the development of comprehensive onboarding programs, from inception to execution, crafting all training materials, conducting webinars, and facilitating personalized 1:1 sessions, resulting in a remarkable 90% boost in usability and client satisfaction Carerev – San Francisco, CA

Client Success Manager 4/2021 – 12/2021

● Streamlined the onboarding process for registered professionals, achieving timely completions and complete customer satisfaction.

● Facilitated the successful implementation of platform features for new and renewed partners.

● Collaborated with the regional team to automate operational processes, resolving operational and client pain points.

● Utilized SaaS tools such as Salesforce, Slack, and G Suite for effective communication and data entry, running daily reports that identified key trends in assigned regions.

● Supported professionals with comprehensive onboarding materials, including playbooks, templates, and scripts, ensuring platform proficiency.

● Collected qualitative and quantitative data on user feedback to guide product marketing initiatives, resulting in enhanced user engagement.

Criminal Investigation 2 – Washington, D.C.

Intelligence Analyst Supervisor (Intern) 1/2021 – 5/2021

● Conducted deep and dark web investigations that contributed to the assembly of 100 case files, subsequently submitted to the FBI and CIA for further action.

● Oversaw safety and security meetings and effectively reported key findings to supervisors, maintaining 100% confidentiality across all operations.

● Worked in conjunction with multi-agency teams to bolster inter-agency collaboration, resulting in a rise in actionable intelligence. JCC Denver – Denver, CO

Customer Relations Manager 1/2019 – 1/2021

● Managed technology support and training programs, effectively addressing client issues and complaints, thereby leading to a significant reduction in service tickets.

● Performed thorough customer audits and engaged in insightful conversations, pinpointing critical issues that contributed to a marked improvement in customer experience.

● Presented customer feedback metrics to upper management, shaping organizational strategy and culminating in a notable uptick in client satisfaction rates.

Technical Skills & Expertise

Platforms/Tools: Salesforce, Hubspot, Monday, Miro, Slack, Zoom, GSuite, Mailchimp, Mailmerge, Lattice, CRM software tools Languages: Spanish

Education

Creighton University, Omaha, NE

Bachelor of Science in Psychology & Biology, focus in Neuroscience & Behavioral Science

● Partnered with Boys Town and Sarpy County Juvenile Justice System to work with at-risk youth in cooperative and empowering counseling and skills training as part of the “Better Youth” Program

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