Deirdre Horan

Experience

1. Customer Success Manager

   Xplor Technologies

   Sep 2019 — Present · Boston, MA, US

   Manage over 30 large health & fitness enterprises accounts. Build relationships with enterprise CEOs, COOs, and other corporate staff members to ensure they have a positive customer experience. Specialize in driving retention and contract renewals. Monitor customer accounts to ensure utilization and engagement. Onboard and train corporate teams and over 600 franchisees. Collaborate closely with clients at a regular cadence via Zoom meetings, phone calls and/or email correspondence to ensure product adoption. Proactively contact customers who aren’t fully using the platform to avoid churn. Align with the engineering team to remain aware of product updates to avoid setting unrealistic expectations for customers. Calmly manage escalated situations with any frustrated clients. Hold client webinars to reiterate aspects of the platform that may be confusing or difficult to understand. Always allocate time for open Q&A sessions. Act as a strong team player by training new internal employees on the platform.

Education

• Stonehill College

  Bachelor's degree, Major: Healthcare Administration Minor: Communication, Senior

  2010 — 2014

• Victoria University of Wellington

  International Studies, Junior

  2013 — 2013