Gray White

· Serve as the main point of contact with key customers, managing the relationship throughout their customer journey.

· Scheduling and attending over 300 zoom customer interviews (last 12 months) with customers at key points along their journey to understand their needs and assist with product adoption or training to drive value and boost retention.

· Working with customers to understand their needs and provide solutions such as new product adoptions and training. Working cross functionally with various internal resources to ensure effective projects are submitted on behalf of the customer.

· Target driven, possessing resilience and determination to achieve cycle targets (40 Interviews per month), while dealing with challenges beyond my control such as last minute customer cancellations, customer no shows etc.

· Maintain a comprehensive understanding of the Verafin application by researching new product developments, attending internal training sessions, and shadowing project management and customer training calls.

· Proactive approach to problem solving by utilizing cross functional teams, such as Project Managers, Product Owners and Sales specialists to ensure the customer is achieving their customer goals.

· Contribution to the wider CSM team through Continuous Improvement Steering Committee and helped facilitate and moderate a 3-hour work session to the broader SMB team to help them hone in on their CSM skills.

· Worked strategically with the Team Lead for the Pooled CSM Team to develop and streamline processes to increase our customer engagements for over 1000 Financial Institutions.

An integral part of developing and contributing to the new "Pooled CSM" team at Nasdaq Verafin, which involved collaborating with my Team Lead and other team members, to ensure a great customer experience. Provided feedback for continuous improvement and opportunities to streamline efficiencies to enable the Pooled CSM Team to operate effectively while maintaining a book of 1000 plus customers. These processes have helped the team to align with the customer and help them achieve their customer goals with Nasdaq Verafin. As a result, we have seen an increase in customer engagements, increased product adoptions, higher NPS scores and a reduction in the price gap leading into renewals.