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![“Maianne was a student in the Design Thinking and Innovation Methods course that I taught [at Ball
State University]. Maianne is one of the most intelligent and talented individuals that I have come
across. She is curious, open minded, collaborative, entrepreneurial, strategic, generous, and
empathetic. ... Her analytical and design skills were evident in the many original contributions she
made in the course, and left a strong impression on me. She has also built a solid reputation as an
impeccable professional who is a go-getter. She is a leader who initiates things, builds teams and
executes projects with utmost care and sincerity. Most importantly, she brings a positive and
pleasant disposition to any work setting. She would be a fantastic asset to any organization in
leadership capacity and as a team player in collaborative project environments. I extend my
strongest recommendation for Maianne, and will be happy to speak to prospective employers in
more detail in support of her. “
- Mehesh Daas
University of Kansas, Dean and ACSA Distinguished Professor](https://image.slidesharecdn.com/csmportfolio-190628220141/75/Customer-Success-Manager-Portfolio-19-2048.jpg)
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Customer Success Manager Portfolio
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- 2. About me I ama passionate customer advocate and technology champion. Seen as a trusted advisor and puzzle solver by clients and coworkers alike. I am able to communicate across technical skill levels. Driven to help clients achieve business and organizational goals through technology. Puzzle Solving Customer Centric Collaboration Technology Champion Learner
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- 4. Tech Tips Collaborated withteam members on guided walkthrough and FAQs of common questions for company tools & web presence. Resources were available to clients on-demand. Workflow Support Knowledge source for team members. Trained new members on technology and training methods. Collaborated on challenging client needs to determine best solution.
- 5. Cross Functional ClientAdvocate Proactively built networks of like-minded, client focused, partners across Realogy’s business groups. These networks allowed me to seek out answers on behalf of clients and to confidently link clients to the appropriate resource for timely solutions. Partnered with network to advocate for process improvements that were to our clients’ benefit. Drawing by Frits Ahlefeldt
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- 7. “I have thiscrazy idea…” One of my favorite examples of this is answering the question, “How do I market to renters, and specifically target my messaging to things they care about?” Utilizing public apartment data (padmapper.com) to gauge current rental costs, amenities, and rental exclusions (pets) to select specific marketing targets, pulling actual tenant data from prospecting lists (years in lease, age, unit numbers), and CRM marketing templates, I was able to work with the client to create a targeted outreach database that matched their business goals and linked seemingly siloed tools into a meaningful cluster of platforms that directly related and supported each other. This resulted in the client having a major “ah-ha” moment for the proprietary CRM platform and the prospecting database that they were subscribed to.
- 8. Cost Effective Solutions Developedmarketing solutions that respected financial constraints. Helped clients explore all solution options, from basic to service upgrades and tool expansions. K-12 Teacher Discount Identified business opportunity for underserved customer segment. Managed organization, launch, and tracking of successful discount program at Catherine Ward House Inn.
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- 10. InTouch CRM Rollout& Training Lead trainer for company-wide CRM product launch. Provided initial setup and onboarding training to leadership and affiliated clients. Educated users on product features and guided them through their first interactions. Provided all users with updates on new features & tools and best practices to continually improve adoption and utilization rates. Shared these updates via email, office visits, group workshops, and one-on-one meetings. Synthesized user feedback and feature requests into meaningful improvement requests and advocated on clients behalfs to appropriate business teams. Partnered with clients to identify advanced users who may need additional features available on advanced version of the CRM.
- 11. SEO Performed SEO auditsfor clients. Partnered with clients to execute regular SEO improvements. Conducted in person SEO workshops throughout the Twin Cities. Office 365 Workshops Initial rollout and continuing in-person group trainings highlighting features and benefits of Office 365. Focused trainings on direct application of available features.
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- 13. Through internalizing andkeeping client needs, hopes, and business goals top of mind, I am able to proactively engage as opportunities arise. This means staying ahead of product rollouts and changes to alert (for good or challenge) clients to how these changes will impact their usage and experience, and setting up more in depth conversations as needed to ensure client confidence in the changes. It also means keeping my eyes and ears open to new tools, strategies, and best practices to pass on to clients so they can better realize the value of available technology. This also can mean observing cyclical behaviors of my own clients or their target audience to serve as reminders for product and engagement updates (ie: annual updates to professional profiles, CRM language, and website changes to reflect current SEO trends) New Client Welcome Campaign Created drip campaign welcoming new clients. Campaign served to supplement client onboarding and drive future conversations between client & Customer Success team. Proactive Integration
- 14. Customized Solutions I workwith clients to customize existing technology to integrate into their business strategy. Rapid Response Able to eloquently handle all incoming requests from approx. 600 customers. Maintained 24 hour communication response rate in addition to conducting scheduled trainings.
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- 16. Commitment to Personaland Professional Development I thrive on learning how and why things work, and how they can work better. I consistently demonstrate an eagerness to learn the skills necessary to exceed my clients’ needs not only today but into the future. I look for my own opportunities to advance my knowledge and share what I learn with others who wish to improve their own understanding. Strives to help others answer the question: "What makes your life and work Happy, Healthy, and Vibrant?" I often have books checked out from the library, and one more documentary on my "to watch" queue. I’d love to connect and talk about what we both explored last week.
- 17. Client Review “Maianne isa total rockstar! She is so smart and understands the different websites and how they work. In addition, she is actually a problem solver, which is rare in this business. She has helped me more that I can say and we are just getting started! So excited to see her every time because I always learn new ways to improve my online presence. “ - Tom Sommers Coldwell Banker Burnet
- 18. Client Review “Maianne isan extremely reliable and personable associate and business friend. She is very knowledgeable and always willing to help. Her personality lights up the room while her communication exchange is always business-like but friendly. I've hired, mentored and managed 100s of associates in my career and by comparison I would easily rank Maianne in the top 10%.“ - Ray Quist Re/Max Results
- 19. “Maianne was astudent in the Design Thinking and Innovation Methods course that I taught [at Ball State University]. Maianne is one of the most intelligent and talented individuals that I have come across. She is curious, open minded, collaborative, entrepreneurial, strategic, generous, and empathetic. ... Her analytical and design skills were evident in the many original contributions she made in the course, and left a strong impression on me. She has also built a solid reputation as an impeccable professional who is a go-getter. She is a leader who initiates things, builds teams and executes projects with utmost care and sincerity. Most importantly, she brings a positive and pleasant disposition to any work setting. She would be a fantastic asset to any organization in leadership capacity and as a team player in collaborative project environments. I extend my strongest recommendation for Maianne, and will be happy to speak to prospective employers in more detail in support of her. “ - Mehesh Daas University of Kansas, Dean and ACSA Distinguished Professor
- 20. Career Highlights Customer Success Specialist RealogyHoldings Corp., Edina, MN May 2014 - October 2017 Listing Coordinator Realogy Holdings Corp., Edina, MN June 2012 - May 2014 General Manager Catherine Ward House Inn, Savannah, GA October 2010 - January 2012
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