This last year has certainly challenged all of us. On the front lines of decision making with our partners, I hear the strain of trying to meet students where they are with very limited resources and the value of getting the students the information they need at the right time – for the students, the staff, and the institution. A concept that has become the cornerstone of our strategy was best summed up by our Board member, Diana Oblinger, and it’s the need for resiliency or the ability to recover quickly from tough situations.
Over the last year, in my expanded responsibilities as the Chief Revenue Officer, I’ve seen first hand that resiliency and the collaborations between your team and our teams in supporting students on their learning journey. To further that support we have a number of new initiatives for you, our partners:
3 Customer Success Initiatives:
First, the Signal Vine team has continued to grow and evolve as your teams have expanded the use of texting into and across your organizations. Most notably, Arianna Hartmann has taken on a new role leading Signal Vine’s Customer Success initiatives from contract through implementation and scaling. Many of you benefit from Ari’s expertise and wisdom, so we’re going to make her more accessible to everyone in her new role to provide strategic guidance and manage our customers’ experience. Please join me in congratulating Ari!
Second, we are expanding our customer support through a new initiative called The “Voice of the Student” initiative. This analysis, conducted annually by your account manager, is geared to analyze incoming student data and identify trends and insights. It’s essentially quantifying the qualitative messages of students so that you can quickly see trends and surface issues. Not only can you readily see what students are messaging about most but you can cut back on the incoming support requests through proactive identification. Our account management team will be reaching out to each of you with your analysis in the coming weeks.
Third, many partners have asked us for more in-depth, project based support to drive student engagement and we’ve responded by creating Signal Vine Professional Services. Our professional services project team (which will include Ari) will create customized engagements to meet the needs of each texting adoption to include governance, workflow, organizational development and message development and analysis. These initiatives are led by someone many of you have already had the opportunity to brainstorm with- Jesse Boeding. Jesse recently joined us as VP of Strategic initiatives and Innovation. Having just completed her doctorate in education at UPENN, Jesse’s research has been focused on how AI technologies can help institutions scale staff to improve the student experience. Her previous positions have been at CEB, AU and most recently, Blackboard Student Services.
An Expanded Cast of Support:
Finally, in order to meet and support our growing roster of partners, we’ve welcomed some amazing team members whom many of you will be meeting as your new points of contact. New members of our account management team will include:
Emily deBettencourt, our new head of account management joined at the beginning of March and will be leading our team of incredible account managers. Emily has joined us from a software startup called Rock Dove Solutions where she similarly led account management. Emily, an Arizona State alumna, has a great eye for process and data and has already started efforts to improve your experience.
Andrea Malamisura joins us a senior account manager after 10 years at American University where she was an academic advisor and then more recently the Assistant Director for their nationally recognized first year advising program. Andrea was acknowledged multiple times for her commitment to student success and using empathy to connect with her students. Prior to AU, she spent over six years in admissions with Virginia Tech after graduating from Radford.
Courtney Kaufman joins us as an account manager from Gartner, Inc. where she was partnering with institutions to optimize their memberships. Courtney attended the Robbins School at the University of Richmond.
Finally, thank you to those who completed our customer survey. Our goal is to continue to be responsive to feedback and identify areas that will make your experience even better.
I’m looking forward to connecting with you throughout the year to better understand your needs and celebrate your successes. You are in great hands with our entire team but if there’s anything that I can do to support you in new or different ways, please feel free to reach me directly, contact information below.