Lily Walling

Senior Solutions Engineer

SurveyMonkey

Sep 2025 - Current (11 months)

Solutions Engineer

SurveyMonkey

Mar 2022 - Sep 2025 (3 years 7 months)

• Provided pre-sales functional and technical demonstrations and Proof of Concept presentations to prospective clients, effectively guiding them through the buying process and ensuring customer satisfaction. • Demonstrated in-depth knowledge of the SurveyMonkey core and Market Research platform, additional solutions, API functionality and integrations, effectively translating features into value drivers for strategic accounts. • Maintained a deep understanding of the competitive landscape, continuously updating knowledge to inform product positioning and drive strategic decision-making. • Collaborated closely with Product Management, Marketing, and Engineering teams throughout the development, launch, and refinement of SurveyMonkey, ensurin

Customer Success Manager

Cloud Campaign

Oct 2021 - Mar 2022 (6 months)

• Managed a portfolio of marketing agencies and freelance marketers, ensuring successful product adoption and identifying targeted opportunities for usage improvement, maintaining a team-wide average monthly NRR of over 100%. • Facilitated a multi-step onboarding and implementation process for my portfolio of customers, providing technical training of the platform as well as demoing specific integrations and features tailored to the customer’s unique business goals. • Led quarterly business alignment conversations with my portfolio of customers, offering best-practice expertise to drive increased value according to the customer’s desired outcomes. • Hosted weekly live training webinars to new self-serve customers to outline key features of

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Group Fitness Instructor

The Warrior Room

Jan 2021 - Aug 2022 (1 year 8 months)

An inclusive and affordable fitness community since 2012. • Designed and facilitated workout classes, scaled workouts according to varied abilities, and fostered an inclusive and encouraging environment.

Team Lead, Customer Engagement for Wufoo (powered by Momentive-AI)

SurveyMonkey

Feb 2020 - Oct 2021 (1 year 9 months)

• Identified opportunities and implemented solutions to increase customer retention and satisfaction, including building out a discount strategy to offer customers who reached out wanting to cancel for Covid-19-related reasons, which resulted in a retention of 85% of those accounts between March and September of 2020. • Mentored peers and provided constructive and actionable feedback on cases, and facilitated bi-weekly formalized Quality Review Sessions to improve case quality and consistency. • Analyzed and provided data-based as well as qualitative insights on quarterly case trends to highlight top customer-reported issues, feature requests, and product roadblocks, and identified areas for targeted improvements across the product, Help Ce

Sr. Customer Engagement Rep

SurveyMonkey

Apr 2018 - Feb 2020 (1 year 11 months)

• Successfully resolved complex customer issues via multiple customer support tools and ensured the highest level of customer satisfaction by providing quality issue resolution. • Partnered with the Content Team to maintain and improve our customer-facing Help Center, communicated upcoming product changes that would impact Help Center content, and reviewed and edited proposed changes before publishing. • Identified product bugs and created Jira tickets with detailed notes outlining impacted features, steps to reproduce, possible workarounds, and scope of impact, and partnered with engineering team to complete additional troubleshooting and test fixes. • Curated blog posts for the Wufoo blog, including how-to guides for achieving common cust

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Group Fitness Instructor

Mefitness

Feb 2018 - Mar 2020 (2 years 2 months)

Customer Support Specialist

clover

Sep 2016 - Apr 2018 (1 year 8 months)

• Presented consultative virtual demos on the Clover Point of Sale System to business consultants and prospective customers, highlighting functionality of the POS system and demonstrating features and apps relevant to prospective customer’s business needs. • Provided timely and high-quality email, chat, and phone support to small and medium sized businesses engaging with Clover's Customer Engagement Suite of apps, and shared expertise and best practices for implementing Clover's Customer Engagement Suite designed to help businesses enhance sales and customer retention. • Proactively reached out to business owners to offer guidance on implementing Clover's Customer Engagement Suite and ensure effective utilization of all available features.

Department Specialist

Lewis & Clark College

Nov 2015 - Sep 2016 (11 months)

• Executed the campus visit program involving 100+ daily visitors, scheduled visits and interviews, and coordinated campus tours, information sessions and other visit activities • Interacted with a variety of individuals via phone, email and in-person communication • Answered diverse inquiries, and provided support to students throughout the application process, troubleshooting as technical issues arose • Performed data entry into the college's database using integrated computer software Show less

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Fitness Instructor and blogger

Sep 2015 - Jan 2019 (3 years 5 months)

• Designed and taught small group TRX and High Intensity Interval Training circuit fitness classes, specifically tailored to individual needs and abilities • Wrote guest blog posts on topics related to health and fitness • Maintained Personal Training Certification and earn frequent continued education units. Most recent certifications include: TRX Group Training Course and A Woman's Guide to Muscle & Strength

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Communications and Policy Fellow

Jun 2014 - Jun 2015 (1 year 1 month)

• Maintained CRM database of supporters, donors, event attendees, etc. and communicated with individuals via phone and email to increase engagement • Performed website management, updates, and content creation and transitioned website to Wordpress platform • Wrote articles for, copy-edited, and distributed a weekly e-newsletter, and maintained the Campaign’s social media presence • Assisted with event planning and execution, and organized monthly meetings at various Denver- based nonprofit organizations • Compiled, reported, and analyzed data and analytics in a quarterly evaluation dashboard and presented to full staff • Actively worked with the Campaigns’ communications, outreach, and research teams to promote the Campaign's agenda, and co

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Health Care Advocate

Colorado Public Interest Research Group (COPIRG)

Oct 2013 - May 2014 (8 months)

• Worked to implement a campaign dedicated to educating youth regarding the recent changes to health care • Provided Colorado College students with information and helpful tips about how to find information regarding the changes, how to find the best deals on coverage while at Colorado College and after graduation, and other related information • Hosted a press conference, fundraised, and performed outreach for CoPIRG’s campaigns fighting for the public interest

First Year Experience Mentor

Colorado College

Aug 2013 - May 2014 (10 months)

• Advised first year students on academic, social and extra-curricular engagements, and provided support with course assignments, registration for classes, as well as feedback regarding the transition from high school to college • Provided support and mentorship with course assignments, class registration, and the transition to college • Assisted with classwork outside of the class setting, provided referrals for academic and social resources and acted as a liaison between the first year students and departments, professors as well as other students • Coordinated workshops and individual meetings with students to provide insight and guidance on course registration to ensure fulfillment of core requirements and set students on a track to nar

New Student Orientation Leader

Colorado College

Jul 2013 - Aug 2013 (2 months)

• Led a group of recently admitted first year students two volunteer trips to Crestone, CO and Alamosa, CO, where we performed trail maintenance, worked with the local homeless shelter, food bank and other related programs, and repaired the Crestone Charter School • Initiated and facilitated nightly discussions on topics ranging from "Colorado College academic expectations" to more personal conversations in order to prepare students for upcoming transition to college • Planned cultural day activities, communicated with community organization and managed community service schedule Show less

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Public Relations Intern

Kathleen Russell Consulting

Mar 2013 - Sep 2013 (7 months)

• Worked closely with the Founder/President and Political Director to provide general, writing, and editing support with new business proposals, and existing client material • Researched and wrote letters of support for upcoming senate bills • Met with clients and provided customer service both in the office and at client events

Service Representative and Kids Club Attendant

24 Hour Fitness

May 2012 - Aug 2012 (4 months)

• Assisted and directed members, monitored incoming inquiries, and provided customer service support to members. • Provided childcare for 24 Hour Fitness members. • Lead tours of facility and ensured facility cleanliness.

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Preschool Teacher

Step One Nursery School Inc

Jan 2012 - Jan 2013 (1 year 1 month)

Cared for and taught children ages 3 through 5 and assisted in classroom management, implementation of curriculum, and playground supervision

Lead Camp Counselor

EDMO

Jun 2011 - Aug 2011 (3 months)

Led groups of preschool through 5th graders in a variety of educational and creative activities as well as games and physical activities. Maintained a positive environment for all campers.

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Teaching Assistant

Marin Waldorf School

Jan 2010 - Jan 2012 (2 years 1 month)

Provided classroom assistance in grades 2-4

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