Stefanie Wood

Partnered with clients to drive implementation and adoption of SaaS cloud-based platform, supporting 200 accounts for a startup that doubled its client base in less than 2 years.

Provided client onboarding and adoption management during post-sale journey. This included supporting and refining product delivery, implementing best practices, monitoring product usage, and resolving issues.

Aligned with clients on a regular cadence to ensure they were achieving expected results and KPIs.

Fostered positive change management process with a top bottom approach.

Cultivated and maintained engaged client relationships that resulted in 95% retention/renewal rates, 5% churn, significant account expansion, and increased annual recurring revenue (ARR).

As senior-most team member, oversaw and provided ongoing support to 3 staff, including 1 direct report.

Served as trusted advisor and subject matter expert for clients, maintaining frequent communication to assess needs, identify product gaps, clarify product features, and build engaged relationships.

Grew existing business by identifying upsell and cross-sell opportunities.

Solicited references, identified use cases and documented case studies aimed at improving the customer experience.

Partnered with internal teams (product, sales and marketing), acting as voice of the customer (VoC) to ensure timely responses to feedback and prompt resolution of issues in an agile environment.

Monitored health of clients to uncover and resolve potential challenges, leading to an avoidance of churn.

Created and distributed a monthly client newsletter via MailChimp.

Formed communities of users with similar interests and needs, allowing them to work together to discover best applications of the product and become advocates for product use.

Created client success playbook that established internal onboarding and support processes. Standardization of these processes helped to improve workflow efficiency by 50%.

Developed content for and delivered webinars, training clients on features and identifying opportunities for product expansion. This led to several new leads within an association representing 4,500+ owners.

Using Salesforce, built client profiles and kept organized documentation of client relationships.

Developed and implemented sales, inventory control, and pricing strategies that led to customer loyalty, repeat business, and referrals. Met or exceeded revenue goals while managing $20M–$30M budgets.

Communicated budgets, forecasts, and strategies to members of property, corporate, and ownership teams to drive progress toward long- and short-term revenue goals.

Created, defined, and oversaw the role of revenue manager, directing and mentoring 2 employees.

Cultivated relationships with internal marketing team, online travel agency market managers, and industry counterparts to gain market intelligence and increase property exposure.

Analyzed market data and real-time results to guide rate, restriction, and growth strategies.

Managed projects to implement 2 large-scale IT applications. Coordinated with cross-functional teams to track milestones, launch products, resolve issues, and arrange end-user training.

Established best practices that facilitated on-time and within budget implementation of both systems across multiple properties.

Developed and carried out channel distribution strategies that drove customer loyalty, repeat business, and referrals.

Communicated strategy changes, forecasts, and budget updates to internal and external stakeholders, such as the director of finance, director of operations, regional directors, and general managers.

Oversaw management and training of 3 group coordinators, building team capability and capacity.

As part of brand conversion team (from Hilton to Starwood), led projects to convert large revenue management systems. This included managing workflow and assignments, planning and scheduling corporate training, and monitoring data conversion to ensure completion by required date.