Allison Slater

Customer Success Manager • Boston, MA, US

Customer Experience

Customer Relationship Management

Process Improvement

Project Management

Team Management

Sales

Training

CRM

Verbal and Written Communication

Available for hire fromNegotiable

Full-Time Roles

Contracts

Customer obsessed leader focused on making sure our processes and teams can scale efficiently for the future

Experienced Customer Success leader who has worked in three early to mid stage startups across a variety of industries and in every type of CS team structure. I know what mistakes to avoid and how to design customer experiences that will create brand advocates to generate great revenue retention and upsell KPIs. When I'm not working, I love to travel and do long distance hiking!

Projects

Workplace experience at Spotify

Enterprise CSM on 2 year global phased rollout for room and desk booking software for Spotify's Workplace & Culture and AV teams. 3 month pilot in Gothenburg, Sweden to win RFP for desk booking functionality expansion Championed customer UX design feedback internally for product improvements in meeting ADA and WCAG accessibility standardsSee More

Global change management at WPP

Lead CSM on $1M+ ARR account WPP Designed entire implementation, support, training, and onboarding program at scale with WPP leadership working with 6 project managers across the globe to roll out new room, desk, and parking booking software and create digital maps of their office buildings in 150+ locations over 2 years. Led monthly business reviews, 3 weekly stakeholder meetings, and 3rd party support training at Tata Consultancy ServicesSee More

Work History

Manager, Customer Success

RobinNov 2021 - Jan 2023 • 1 yr 3 mosLed a team of 5 CSMs giving coaching and performance feedback My team had revenue retention and upsell quota KPIs and books of about $1-2M ARR each Created a Customer Advocacy program in partnership with customer marketing, launching case study initiatives resulting in 12 new pieces of content as well as sourcing event and webinar speakers, press quotes, and product feedback calls.

Strategic Customer Success Manager

RobinAug 2019 - Nov 2021 • 2 yrs 4 mosOwned 50-180 Enterprise and Mid Market accounts from onboarding through renewal Designed customer journey to scale onboarding implementations with fewer resources i.e. tech touch, webinars, recorded training series, and help center Helped hire and train 10 new colleagues growing CSM team Set up and co-owned new CRM tool Client Success and wrote training manuals documentation of customer journey and internal processes Selected for internal cross functional team to create new product offering and define launch logistics- QR code desk booking stickers Champion for voice of customer feedback, achieving highest number of resolved improvement requests turning customer needs into new functionality

Senior Customer Success Manager

RiskmethodsFeb 2017 - Jul 2018 • 1 yr 6 mosOwned 28 enterprise accounts for full post sales life cycle As the first US based CSM hire expanded from the main Munich office, I hired and trained 3 additional CSMs Worked closely with colleagues in Germany to re-design our customer journey and implement best practice processes for onboarding and implementation Consulted clients via remote and on site meetings with global manufacturers on procurement and supply chain risk identification and scorecarding procedures, impact assessments, and incident response action plans using our software Ran pilots alongside sales colleagues to make sure customers had successful outcomes and expanded their business with us

Customer Success Manager

SnapAppOct 2015 - Sep 2016 • 1 yrManaged 47 clients from onboarding to renewal, upsell, and contract negotiation driving adoption and expansion of key accounts De-escalated and strengthened relationships with at risk accounts to "get them to green" Compiled customer success stories, referrals, and case studies for customer marketing resources Contributed to consistent improvement of customer onboarding and lifecycle strategy, success measurement, and risk indicators

Customer Success Specialist

SnapAppJul 2015 - Sep 2015 • 3 mosManaged customer support ticket system in JIRA to resolve all user questions Worked closely with product team to report bugs, UX recommendations, and customer usage trends Re-developed onboarding and training processes and decks for customer success team as well as developing new customer facing training resources Ran training follow up and technical support calls Collected customer insights, product ideas, and success stories

Education

UMass Amherst

Bachelors Degree, Political Science and International RelationsSep 2007 - May 2011

How Pangea Works

Effortlessly discover top talent

We’ve distilled the candidate search from endless hours down to just a few minutes. Using Pangea’s AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company’s niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea’s fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team’s capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We’ve combined every part of the hiring process into one platform to eliminate the miscommunication that’s unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.

Available Now

Book a Call