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Start for FreeAlissa Burch
Customer Success Manager @OpenSesame
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WORK HISTORY
Customer Success Manager @OpenSesame
Highlights: Customer advocacy is at the heart of my work—evidenced by an average NPS of +96 from the accounts I manage.*Onboarding and Enablement: Guiding new customers through the onboarding process, ensuring they understand how to use OpenSesame\'s platform effectively.*Account Management: Maintaining regular communication with customers through touchpoints like check-ins and QBRs to assess progress, identify challenges and recommend solutions.*Renewals, Retention & Upsell: Proactively engage customers to ensure ROI, secure renewals, and identify upsell opportunities when appropriate.*Usage Analysis & Reporting: Monitor customer engagement and course utilization, providing insights, and suggesting actions to optimize their e-learning programs.*Customer Advocacy & Feedback: Acting as the voice of the customer within OpenSesame, sharing feedback with internal teams to enhance products and services.*Process Improvement: Implementing strategies to reduce time-to-value and create efficient workflows that benefit both customers and internal teams.
EDUCATION
University of Colorado at Boulder
Bachelor of Arts (B.A.)
SKILLS
ABOUT ALISSA BURCH
Passionate about elevating the customer experience and building long-term relationships…
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