Rachel Royer
Client Experience Professional, Psychology Nerd, INFJ
- Role
- Manager, Customer Success Operations at Cvent
- Location
- Nampa, ID, US
- LinkedIn followers
- 500 followers
About Rachel Royer
Experienced Customer Success Operations Manager with a passion for building strong…
Experience
Manager, Customer Success Operations
Mar 2024 — Present · US
Champion the solutions among cross-functional initiatives within a matrixed organization. • Work with multiple business and technical stakeholders to understand business process, data, reporting requirements, and opportunities to enhance the program(s). • A decision driver when working with stakeholders in creating efficient and scalable data, processes, and reporting solutions. • Document, review, and moderate user stories and acceptance criteria while providing a critical eye to the content, presentation, and level of detail. • Understand customer’s journey to create digital touch points that will enhance the onboarding training and adoption rate. • Partner with cross-functional teams to define digital Program roadmap and enhance existing and new knowledge base and training videos to be utilized in part of the clients’ journey through digital touch points. • Lead the ICapture Support team and scale Success team operations, providing exceptional client experiences from launch to implementation and long term use.
Education
University of Michigan
Certificate, Social Psychology
University of Phoenix
Bachelor of Science (BS), Communications in Marketing and Sales
2011 — 2013
University of Phoenix
Associate of Arts (AA), Communications
2008 — 2010
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