Tara Richardson

***** ***** ** ***** *, Cleveland, MO 64734 Phone.:816-***-**** Email::adtxsn@r.postjobfree.com http://linkedin.com/in/tara-richardson-0834aa19a

Customer Success Management

An accomplished and business savvy professional with robust experience acquired over the years in delivering optimal results & business value driving successful customer service initiatives and campaigns in high-growth environments. Skilled in conceptualizing and introducing creative, effective marketing/sales solutions and initiatives to propel the achievement of organizational goals and realize improved customer retention and profit enhancement across diverse industries. Holds credit for Ensuring positive customer experiences by proactively managing and growing customer relationships. Excels in utilizing organizational, interpersonal, and problem-solving skills to generate peak results and top performance levels. Articulate communicator with exceptional mentoring skills in transforming a low-performing team to a high-caliber workforce coupled with proven abilities to work with cross-functional and multidisciplinary teams. Skill Areas: Customer Success Management Workflow Management Business Development Solution Selling Operations Management Customer Retention and Loyalty P & L Management Process Improvement Cross Function Team Leadership Competitive Analysis Strategic Planning Training Root Cause Analysis Customer Service Problem-Solving Leadership Strong Interpersonal Skills Analytical Skills Client Relationship Management Team Management Communications and Marketing PROFESSIONAL EXPERIENCE

Tara Richardson E-Mail: adtxsn@r.postjobfree.com Notified – A business Segment of Intrado) New York, New York, (JAN 2022 – April 2022) Customer Success Manager- Cloud event planning, marketing, Client Consultant

Proactively developed an action plan to further expedite, enhance, using my data driven mindset and resourcefulness to fast track my time to value while ensuring I to tracked my progress, any questions, and utilized my team for helpful tips and tricks this greatly enhancing training and helping result in a significant reduction typically allotted for ‘training period and onboarding’ to be as knowledgeable as possible, but significantly improve my ability to manage a book of business quicker than expected.

Masterfully proficient with a penchant and proclivity in having sincere empathy and proactively seek knowledge in advance, acquiring knowledge from internal teams to have a complete picture to ensure I have a total comprehensive understanding of their initiatives, goals, and be able to address any unforeseen roadblocks from the get go through else, concise, empathetic, and always thinking creatively about client objectives with a gifted ability to articulate back to the client to ensure across the board understanding, next steps, and overall objectives in a sustained effort and passion to get the highest ROI for the client. Page1

Steady Resolve, attentional to detail, and always bring risk averse; I am a maven with grit and perseverance to precept and obstacles that the client may have to hopefully alleviate any issues or concerns down the road.

Throughout my Onboarding, I took extra initiative to go above and beyond to assure I had a comprehensive understanding in the product, and how I can utilize my knowledge to proactively develop a meaningful and long term relationship with my clients through my tenacious passion in helping achieve goals/objectives, being empathetic and having a sense of urgency with full capability in understanding their needs as they know I am their trusted advisor.

Maintained and facilitated internal discussions on all clients, especially Sales so the client is at the center point of everything assuring the clients expectations are not only met, but are exceeded and they know that they are the #1 priority and can put their undivided trust in me, and our entire team to do whatever it takes to help them realize the goal and full value possible.

Leveraged multiple tools/methods such as in-depth forecasting, success strategy planning, frequent and ongoing account health, utilization assessments, creating customized reports alerting specific customer activity, integration, and feature request status updates.

Served as primary contact for customers, the first point of any escalation to alleviate any issues urgently while conducting root cause analysis and formulating strategies for any save tactics, or re-engaging the client, to re-establish the foundation of trust and rapport.

As an outside-the-box thinker and my adept ability using my complex problem-solving skills to design industry- and customer-specific solutions that otherwise can drive a customer to rethink their decision on why they chose our platform.

Tara Richardson E-Mail: adtxsn@r.postjobfree.com SAAS SR CUSTOMER SUCCESS INDEPENDENT CONSULTANT/PROJECT MANAGER - ENTREPRENEUR (FEB 2021 - Dec 2021)

Offered effective consultation to the Private Companies, Leaders in the Tech Industry developing Client-Specific Objectives and Business Strategies to enhance Customer Value through pivotal, proactive measurements and tailored interactions with their customer base to minimize churn.

Facilitated the implementation of industry-standard KPIs and metrics to monitor customer growth, including establishing industry standards in place such as NPS/CSAT/Market Trends from scratch, based on their needs.

Integral in introducing automation strategies to enhance productivity and Introducing tools for them to be able to automate processes more efficiently and track the customer's journey with accuracy and foresight.

Instituted Strategic Business Marketing and targeted timelines to enhance their customer engagement and decrease the customer's time to value.

Collaborated with all internal teams to streamline processes across the board.

Participated in meetings with customers and discussed any wins, pain points and offered out-of-the-box guidance

and solutions to ensure complete satisfaction.

Leveraged business strategies and offered insight on internal and external processes, including integration of

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data-driven tools.

Coached and mentored teams on using these tools to improve efficiency and increase the value of the customer's

ROI and experience.

Collaborated with all internal teams to streamline processes across the board.

Participated in meetings with customers and discussed any wins, pain points and offered out-of-the-box guidance

and solutions to ensure complete satisfaction.

Leveraged business strategies and offered insight on internal and external processes, including integration of

data-driven tools.

Coached and mentored teams on using these tools to improve efficiency and increase the value of the customer's

ROI and experience.

ON24.COM, INC SAN FRANCISCO, CA (JAN 2017 - SEP 2020) Customer Success Manager-Enterprise & Mid-Market, and SMB

Built and nurtured long-term relationships with stakeholders, executive, C-Level Key decision-makers from the beginning of their contract/Kick-Off, based on their wants/needs.

Designed and executed automation strategies saving the company unsurmountable time, efficacy in productivity, and enhanced customer satisfaction.

Onboarded Enterprise and SMB clients, offering a strategic and logistical plan for success while conducting critical Key Performance Indicators analysis, based on their strategy and objectives, enhancing retention and expansion by 10%.

Organized and headed regular cadence meetings, Executive Business Reviews, check-in and update meetings with customers, customized as per specific needs/objectives of that customer.

Orchestrated invaluable relationships with clients including CVent, HubSpot, FDA as a tenured CSM with all accounts, maintaining more than 200+ accounts in SMB and 50-60 in Enterprise, respectively, while at ON24.

Leveraged multiple tools/methods such as in-depth forecasting, success strategy planning, frequent and ongoing account health, utilization assessments, creating customized reports alerting specific customer activity, integration, and feature request status updates.

Conducted regular customer progress analysis against implemented initiatives, resulting in a 7% YOY increase in retention, adoption, client-realized value, and reduced churn by more than 10% in less than three-quarters of the fiscal year risk-averse.

Served as a liaison between the client and any internal resources, coordinating and overseeing client lifecycle, frequently partnering with Sales/Marketing to constantly move the needle on up-sell/Scalability/growth apps, and renewal to ensure clients' growth & satisfaction.

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Addressed any negative issues/risks while spearheading the team in reassessing the process of reporting clients' issues across the multi-functional department’s thereby decreasing miscommunication or chances of delays.

Served as primary contact for customers, the first point of any escalation to alleviate any issues urgently while conducting root cause analysis and formulating strategies for any save tactics, or re-engaging the client, to re-establish the foundation of trust and rapport.

Demonstrated exceptional leadership by participating in internal processes with Product/CS/Sales/other internal teams, minimizing the total time from inception to adoption.

Consistently researched and identified prospects, customer needs, system requirements, and product configurations and delivered expert technical solutions.

Instrumental in enhancing profitability in new clients by creating an atmosphere that I am their trusted advisor, their #1 fan, and their advocate during the initial Kick-Off.

Collaborated with sales/marketing teams to align with customers’ needs, including developing detailed work orders for a more seamless experience, case studies, and sales & marketing initiatives.

Leveraged product knowledge, outside-the-box thinking, and complex problem-solving skills to design industry- and customer-specific solutions.

PROFESSIONAL DEVELOPMENT & CREDENTIALS

Business Administration, Ashford University Jan 2005 Longview Community College Jan 1999

Technical Skills:

SaaS, Microsoft Office Suite, Google Suite,

Tara Richardson E-Mail:

adtxsn@r.postjobfree.com

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