EDUCATION

University of California, Davis

Bachelor of Arts, 2014

Psychology, Sociology

Minor in Managerial Economics

 

EXPERIENCE

Manager, Customer Success
Conductor, Inc. | Aug 2020 - Nov 2022

• Managed a team of five CSMs across 65 accounts with $7M+ ACV

• One of eight managers to receive perfect manager satisfaction score in Q1 2022
• Monitored and drove team metrics like health scores, net retention and capacity
• Recruited and onboarded new CSMs as only remote team manager on CS team
• Created internal documentation around latest SEO industry updates and trends

• Served as internal point of escalation to help translate technical and business issues to stakeholders

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SEO Success Lead
Conductor, Inc. | Jul 2019 - Aug 2020

• Worked with global enterprise customers to define and drive their SEO strategy

• Liased with internal and external teams across marekting, engineering and UX/UI

• Mentored team members on ways to advance their SEO knowledge and work efficiencies

• Utilized product and industry knowledge to foster increased platform usage

• Helped implement new customer support framework to ensure customers continue to receive value

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Senior Customer Success Manager
Conductor, Inc. | Jan 2018 - Jul 2019

• Proactively monitored and reported on customer usage of Conductor platform

• Maintained documentation on client issues, renewal risks and account health

• Helped customers apply SEO strategies to meet traffic and conversion goals

• Taught customers to conduct their own keyword and competitor research

• Informed customers of their technical SEO health and opportunities

• Built strong relationships with customers to educate them on how to be a leader in their own organization

 

Customer Success Manager
Conductor, Inc. | Oct 2016 - Jan 2018
• Worked with customers to align marketing objectives to Conductor platform

• First CSM in company history to maintain 0% Poor for a consecutive quarter

• Utilized SEO industry knowledge to foster best in-house SEO practices

• Informed customers of areas for website optimization to drive site engagement
• Identify growth opportunities within existing customer base to improve organic traffic and platform usage

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SEO Account Manager
Sellpoints Inc. | June 2016 - Sept 2016
• Managed and executed on SEO accounts with a combined monthly recurring revenue of $27k+
• Analyzed monthly performance metrics to report traffic levels and changes in KPIs to clients
• Delivered audit proposals and opportunity cost research to upsell and cross-sell new customers
• Lead and developed company partnership with Google Manufacturer Center in June 2016

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SEO Analyst

Sellpoints Inc. | May 2015 - June 2016

• Performed full technical audits to ensure clients’ websites are optimized for search engines

• Worked with clients to develop content strategy to boost brand awareness and search visibility

• Increased a client’s website traffic by 40% YoY and doubled their yearly organic sales in 2015

 

Digital Marketing Intern

Sellpoints Inc. | Feb 2015 - May 2015

• Learned various SEO techniques and trained under the Director of Performance Marketing

• Identified new business opportunities for clients via site analyses and competitive research

• Published and promoted custom content on various social media networks and email outreach

• Assisted other team members in gathering and reporting key web performance metrics

 

Marketing and Graphic Design Associate

Tie Society | July 2014 - Jan 2015

• Created graphics and related marketing collateral to promote company brand, products, and promotions

• Worked with partner brands to develop digital content for cross-promotional advertising

• Extended company's online presence by managing company's social media networks

• Assisted CMO in applying seasonal marketing strategies within the 500 Startups company

 

Head Marketing Intern

Tie Society | June 2013 - July 2014

• Created company infographic in April 2014 for print distribution at events and investor presentations

• Managed the digital design and launch of Shopify storefront in February 2014

• Produced three-month market analysis in 2013 to determine target user group demographics

• Integrated user analytics with customer feedback and observed 52% customer growth during internship

• Attended and represented company at local networking and pitch events

 

Communications Intern

Institute of Transportation Studies, Davis | April 2013 - June 2014

• Lead the complete visual re-design of institute’s newsletter and brochure

• Prepared official signage for institute's annual conference and dinner banquet in 2013

• Worked with internal communications team to update and populate institute website

 

Lead Assistant Director, Special Events

99th Annual Picnic Day, UC Davis | Dec 2012 - April 2013

• Coordinated talent and entertainment for “Aggie Pack Rally” with 200+ attendees 

• Handpicked by Director of Special Events to assist in month-long Snapshot photo campaign 

• Prepared press releases and met with university officials to set up photo display

 

Communications Coordinator

Program for International Technologies, Davis | May 2012 - June 2014

• Responsible for complete transfer of web content to new WordPress site in 2013

• Updated content to reflect program activity through management of website

• Increased program visibility by expediting communications needs of program director

 

News Writer

Institute of Transportation Studies, Davis | Dec 2011 - April 2013

• Produced over a dozen feature pieces and in-depth biographies of prominent researchers

• Composed regular news releases based on translating institute’s scientific findings

• Promoted institute activity by citing presence in outside media

 

ACCOLADES

• College of Letters and Science Deans' Honor List, Winter Quarter 2014

• Vice President, Marketing and Business Association at UC Davis, 2013-2014

• Nominated to Sigma Alpha Phi, National Society of Leadership and Success

• Recipient, UC Davis Undergraduate Scholarship

• Recipient, Bay Area News Group Dean Lesher Scholastic Journalist Award

• Recipient, First Place Award for Graphics, What About Peace? Student Contest

 

SKILLS

• Ability to move fast, prioritize and manage multiple projects in an customer-facing setting

• Fluent in English and Cantonese Chinese, conversant in French

• Certifications: Google Analytics

• Completed Course: Marketing Research Concepts and Techniques, UC Berkeley Extension (Aug 2016)

• Proficiencies: Google Workspace Suite, Microsoft Office Suite, Salesforce, Pendo, Gong, Gainsight, Google Search Console, Semrush, Ahrefs

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