Tanya Storm

TANYA STORM CUSTOMER SUCCESS + ACCOUNT MANAGEMENT PROFESSIONAL PROFILE Positive, high-energy, and customer-loving team player with years of remote IT experience, most recently in a high-growth SaaS environment. Outstanding interpersonal skills, with a focus on excellent service, communication, and - relationship building. Strong grasp of web technologies and the ability to convey complex concepts simply and kindly. Served most recently at Articulate as a - Customer Success / Account Manager, focused on increasing customer happiness and driving account retention and growth. Fanatical about providing excellent (and fun) customer interactions and overall experience! linkedin.com/in/tanyastorm Bellingham, WA EXPERIENCE Customer Success EXPERTISE Customer Success & Acct Management Articulate Jan 2014 – Jun 2017 • Tech Support Technical Acct Management Customer Engagement & Retention Project Management Onboarding & Training • • • • • • Articulate is a leading e-learning apps and LMS provider. I managed a portfolio of customers – from onboarding to upgrading – and drove adoption and retention of our SaaS products by cultivating relationships, anticipating needs, and sharing our contagious passion for all things e-learning. Listened intently to customers to understand their goals and challenges (via live chat, phone, and email) Continuously strived to minimize churn and maximize customer happiness Managed setup, implementation, and onboarding process for new customers Led regular and renewal check-in meetings, to ensure customers were achieving their desired outcome Conducted demos (1-on-1) and webinars to clearly communicate the benefits of our software, in a way that customers could relate to their needs Reviewed metrics and data analytics to identify areas of need and opportunity Documented user issues/needs and escalated as needed Data Analysis Social Media Management Customer Engagement & Web Content Dealer Information Systems EDUCATION BACHELOR OF ARTS English & Psychology University of NC at Chapel Hill, 1994 I managed web content, company blogs, social media, the online support community, and both internal and customer communication for this leading provider of business system software to heavy equipment dealers in North America. 2011 - 2014 • • • Researched, created, edited, published and promoted content for social media channels, corporate blog, and four newsletters Determined and implemented communication strategies for a 2500-location customer base as well as internal employees Moderated online community forum TANYA STORM CUSTOMER EXPERIENCE EDUCATION (continued) NUTRITIONAL THERAPY PRACTICIONER Nutritional Therapy Association, 2018 Membership & Media Coordinator Bellingham Golf & Country Club 2009 - 2011 Wachovia Bank Charlotte, NC 1997 - 2008 TECHNICAL SKILLS SaaS Training Project & Relationship Manager 2006 – 2008 CRM tools Salesforce Marketing Automation MS Office Suite Google Cloud Tools Distributed Environments (Zoom, Slack, etc) Support Ticketing Systems • • IT Business Analyst & Relationship Manager 1999 - 2006 Analyst 1997 - 1999 Social Media Whiz Functional Nutritionist • Primal Health Coach • Girls on the Run Coach • + ACCOUNT MANAGEMENT (CONTINUED) Note: Moved from Charlotte, NC to Bellingham, WA I was the first point of contact for the members of the largest country club in my city, and I ensured they felt welcome, heard and cared for. I was also a jill-of-all-trades, handling a variety of things, including social media, database administration, marketing and stability of our network and computers. I gained deep and wide experience in a wide variety of IT roles during my 10 years at Wachovia, working my way up from software support to business analysis, and finally to project management and program implementation. I was brought onto this team to help streamline a complex, company-wide, compliance-driven training process. It was highstakes and high-visibility, and being successful required forging relationships across many levels of the organization. Performed end-to-end project planning and assisted in program delivery of webbased regulatory training process. (Program deployed globally to over 100,000 individuals each year with a success rate exceeding 98% for participation.) Created Annual Report on program success (for delivery to Wachovia CEO) Lead Technical EXTRA SUCCESS My ability to communicate well and connect positively with our clients earned me this promotion. In this role, I gained experience with the software development life cycle, developed my ability to manage projects, and built genuine and lasting client relationships. I began as a hardware installer, but was soon selected to lead the support team for a new in-house workflow automation system. I managed a 4-person team that supported several lines of business with problem analysis and resolution to ensure system stability, reliability, and performance. Collaborated with other corporate technical groups and outside vendors to integrate applications across tiers, platforms, and business units Trained team members on applications and customer support best practices Developed helpdesk procedures, manuals, and problem resolution database