Erika Ibrahimi
Customer Success Program Manager | Driving Operational Excellence | Empowering Teams & Delivering Results
- Role
- Program Manager, Post Sales Operations at brightwheel
- Location
- Denver, CO, US
- LinkedIn followers
- 500 followers
About Erika Ibrahimi
Customer-centric Program Manager with 10+ years of experience driving cross-functional initiatives that enhance customer experience, improve operational efficiency, and deliver measurable business impact. Proven ability to lead complex projects from discovery through execution, with a strong focus on onboarding optimization, process redesign, and strategic problem solving. Trusted partner to senior leadership, skilled in aligning teams around high-priority goals and building scalable solutions across post-sales operations, product, and customer support environments. PMP certified and Prosci® Change Practitioner, with a track record of delivering results in both startup and enterprise settings.
Experience
Program Manager, Post Sales Operations
Feb 2024 — Present · Denver, CO, US
Summary: Identified and owned strategic, cross-functional initiatives to improve the customer experience for high-impact customer segments.• Led end-to-end improvements for an early-stage Saas onboarding initiative, increasing accounts meeting 15-day readiness from 78% to 85%. Conducted discovery and root-cause analysis to identify onboarding bottlenecks, then designed and implemented targeted solutions including, a comprehensive training and enablement program, change management strategies, new rep resources, and updated sales tools.• Redesigned the onboarding customer communication strategy, saving over two hours per rep weekly. Replaced one-size-fits-all messaging with customizable touch points, enabling reps to deliver more tailored onboarding journeys. • Built and launched onboarding forecasting tools, giving visibility into projected monthly account completions. Conducted rep interviews, added key CRM fields, and designed a reporting dashboard to support proactive pipeline management.• Led redesign of internal and customer-facing processes for a segment accounting for ~25% of new sales volume. Mapped workflows, created tailored customer journeys based on demographic insights, and developed supporting materials including contact schedules, emails, and marketing content. Implemented new data collection points to improve visibility into customer health and drive strategic action.• Conducted a comprehensive analysis of the customer support BPO, identifying opportunities to enhance customer experience, improve operational efficiency, and maximize ROI through targeted recommendations and strategic improvements.• Developed and rolled out an enablement initiative to strengthen onboarding reps’ skills in active listening, discovery questioning, and adaptive communication, leading to improved customer service and a measurable decrease in cancellations within one month.
Education
University of Arkansas
BSBA, Management
2008 — 2012
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