Sabrina Merchant
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Sr. Customer Success Manager at Rainforest QA
California, United States
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Résumé
Jobs
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Enterprise Customer Success ManagerVisit.orgApr 2026 - Current (7 months)- Sr. Customer Success ManagerRainforest QAJan 2022 - Dec 2024 (3 years)• Collaborated with leadership and the Customer Experience team to build lasting relationships with CTOs and VPs of Engineering/Product for 25+ clients and simultaneous implementations.
• Transformed customers into brand advocates as evidenced by referrals, NPS scores, and active participation in betas, case studies, webinars and blogs.
• Delivered comprehensive implementation/onboarding, training and pre-sales presentations on product features, integrations, and best practices, catering to individuals and larger groups.
• Gained a deep understanding of the software development lifecycle (SDLC) to act as a trusted advisor for customers and product teams, guiding them toward delivering higher-quality software.
• Promoted - Customer Success ManagerRainforest QAMar 2020 - Jan 2022 (1 year 11 months)
- Manager of Customer SuccessMarcomCentralApr 2017 - Jan 2020 (2 years 10 months)• Remotely hired and led a team of 8 Implementation Project Managers, developing a scalable onboarding playbook and post-sale customer journey, acting as a point of escalation for clients, participating in Quarterly Business Reviews, and providing feedback to product teams and management.
- Senior Customer Success ManagerMarcomCentralJul 2016 - Mar 2017 (9 months)In addition to the responsibilities of my initial role:
• Effectively operated remotely for 6+ years through process development and checkpoints with all teams, while continually driving improvements and streamlining the implementation process.
• Maximized productivity and transparency by orchestrating the adoption of new technology, including the development of online help materials and an Implementation Handbook using Confluence, which reduced email and ticket volume by 20%.
• Partnered with Sales to provide product expertise, case studies, and discovery for sales meetings.
• Fostered strong customer relationships with 35+ Tier 1 accounts with an annual revenue of $3+ million by implementing success plans, evaluating c - Customer Success ManagerMarcomCentralFeb 2013 - Jul 2016 (3 years 6 months)- Administer the MarcomCentral implementation process and provide both technical and consultative workflow solutions to enterprise clients - Managed Project Plans to meet successful launch criteria/client deliverable expectations - Consulted with clients on business opportunities/objectives and effective use of MarcomCentral software solutions, manage Agreements and pursue all cross sell/up sell opportunities - Address difficult and complex problems and effectively implement and explain solutions to clients - Leverage resources effectively, including Client Service Administrators, Graphic Engineers, Product Management team.
- Strategic Customer Success Manager and Implementations SpecialistNASDAQ OMXOct 2011 - Dec 2012 (1 year 3 months)• Provided continuous training and industry knowledge for Glide products to Nasdaq sales/relationship managers.
• Established and executed implementation and account plans, following effective project management protocols and identifying project metrics to track success and mitigate risk, while developing long-term client relationships, including projects with Facebook and NBC Universal.
• Consistently surpassed revenue quotes through the execution of a solution-based, consultative sales approach using product knowledge and industry experience.
• Managed the implementation of delivery and online newsrooms for all North American clients.
• Communicated best practices to clients by networking with PR professionals and rese - GSr. Global Account ManagerGlide Technologies (acquired by Nasdaq OMX)Jan 2008 - Oct 2011 (3 years 10 months)• Relocated to NYC to start the first U.S. Glide office and hire a Customer Experience team.
• Managed 50+ accounts with an annual revenue of £3 million, including GE, Motorola and Oracle.
• Demonstrated a consultative and analytical sales approach with a focus on building partnerships and revenue, exceeding an annual target of £300K.
• Implemented all deliverables from initial sale, requirements, production, through to product use.
• Partnered with technical teams to ensure client needs and industry changes were employed for product development.
• Hired and motivated account executives and provided product, sales, and relationship management training. - LBusiness English TeacherLanguage Solutions for BusinessJun 2006 - Aug 2007 (1 year 3 months)Taught English grammar, conversation, and business skills to advertising, law, and corporate professionals.
- Communications AssistantEast London & City Mental Health TrustOct 2005 - Apr 2006 (7 months)• Dealt with all incoming press inquiries.
• Organized hospital ward openings, including ministerial appearances and speakers from Parliament.
• Arranged yearly staff awards nominations and ceremony for 500 staff, VIP guests and speakers. - Account Service/Media Relations InternEnviroMediaOct 2004 - Aug 2005 (11 months)• Drafted radio, TV and Web site project briefs for the Office of Tobacco Prevention Commission, the Department of State Health Services and new business proposals.
• Analyzed research carried out in-house, allowing a better understanding of target audience and their needs.
• Participated in client, team and executive meetings and branding exercises, giving insight to what the clients need and expect
Education
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- The University of Texas at AustinThe University of Texas at Austin
- University of Richmond — International BusinessUniversity of RichmondSemester abroad
- CCreekview High SchoolCreekview High School
- The University of Texas at Austin — BS in Public Relations, Public RelationsThe University of Texas at Austin