Customer Success Onboarding

Ginger Rapoport

Mesa, AZ ******.********@*****.*** 845-***-****

Professional Summary

Customer success and onboarding professional with extensive experience in SaaS, customer onboarding, and relationship management. Passionate about empowering customers to adopt and maximize technology solutions through strategic onboarding, training, and ongoing support. Adept at troubleshooting technical issues, collaborating cross-functionally, and optimizing onboarding processes to drive efficiency and customer satisfaction. Proven ability to build strong relationships with clients, translating business needs into actionable solutions.

Key Skills & Competencies

Customer Onboarding & Implementation

SaaS & Cloud-Based Solutions

Relationship Management & Retention

Training & Product Adoption

Troubleshooting & Problem-Solving

Process Optimization & Efficiency

Customer Advocacy & Engagement

Cross-Functional Collaboration

Data Analysis & Insights

Professional Experience

Sierra Interactive – Remote

Customer Success & Onboarding Specialist 2021 – 2023

- Led end-to-end customer onboarding, ensuring seamless product adoption and long-term success.

- Managed high-touch client relationships, providing personalized support and training for new users.

- Developed and maintained knowledge base documentation to enhance the customer experience.

- Acted as a liaison between customers and product, sales, and engineering teams, ensuring client feedback influenced product improvements.

- Identified opportunities for upselling and expansion, helping customers unlock additional platform value.

- Spearheaded the creation and scaling of a phone support team from one to five representatives, improving response times and customer satisfaction.

- Utilized HubSpot and internal CRM tools to track customer progress, manage touchpoints, and enhance retention strategies.

Experian Direct Marketing

Project Consultant & Team Lead 1997 – 2012

- Managed customer accounts and implementation projects, ensuring seamless delivery of marketing solutions to top-tier clients, including Macy’s, J.Crew, and Bloomingdale’s.

- Developed custom onboarding processes, aligning data-driven solutions with client business needs.

- Worked cross-functionally with engineering, marketing, and product teams to optimize service delivery.

- Trained and supported clients in leveraging marketing data effectively to increase engagement and ROI.

Education

Master’s Degree in Organizational Management – Ashford University

Additional Details

- **Technical Skills**: HubSpot, CRM tools, SaaS platforms, data analysis

- **Availability**: Open to remote and hybrid roles

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