Samantha Costanza

About Samantha Costanza

With over 8 years of experience in customer support, operations, and education, I am passionate about delivering exceptional service and value to B2B SaaS customers in the retail analytics space. As a Customer Operations Manager at EDITED, I leverage my communication, writing, and analytical skills to develop inter-departmental processes, design educational content, and identify and resolve customer pain points. I thrive in a fast-paced and collaborative environment, where I can bring diverse perspectives and experiences to the team and contribute to the company\'s mission of empowering retail decision-makers with data-driven insights.

Experience

1. Customer Operations Manager

   EDITED

   Feb 2024 — Present · New York, NY, US

   Identify and implement improvements to operational process, maximizing efficiency and streamlining inter-departmental workflow at a scaling B2B SaaS retail analytics company• Manage a team of 3 direct reports, encouraging developmental growth and upskilling, while consistently exceeding target CSAT score of 90% on customer support tickets• Identify pain points through customer feedback and proactively work to improve product and data quality to ensure trust, satisfaction, and adoption for a customer base valued at $20mil• Act as a member of the Enablement Council, developing and fine-tuning internal and external training materials and courses to facilitate operational excellence and adoption

Education

• University of Melbourne

  Study Abroad, Communication and Media Studies

  2014 — 2014

• Boston College

  Bachelor’s Degree, Communication, Theatre, Women's and Gender Studies

  2012 — 2016