Rebecca Power
Portlaoise,Laois
Summary
Strategic and customer-centric Implementation & Success Leader with over 11 years’ experience in SaaS, account management, and technical support across industry leaders like Apple, HubSpot, and Rippling. Proven ability to design and execute customer lifecycle strategies, onboarding frameworks, and process automations that drive growth, reduce churn, and scale operations. Skilled in managing cross-functional teams, aligning product development with client needs, and delivering measurable ROI through data-driven initiatives. Passionate about customer empowerment through innovation, process design, and proactive support.
Overview
11
11
years of professional experience
Work history
Global Implementation Manager
Rippling Inc
Dublin
10.2023 - Current
- Client Portfolio Management: Manage a diverse portfolio of up to 40 clients, ranging from SMBs to Mid-Market and Enterprise clients, ensuring their needs are met and exceeded.
- Technology Integration & Support: Spearhead technology integrations with our new platform, conducting comprehensive user experience testing (UX) to collect actionable data and enhance user experience.
- Project Development & Management: Lead implementation projects from initial scoping through to successful completion, proactively monitoring progress, mitigating risks, and ensuring timely delivery.
- Process Creation & Product Influence: Pioneer process development in emerging markets, driving continuous improvement and directly influencing product development through strategic insights.
- Jira & Product Collaboration: Utilize Jira for ticket management and actively participate in product meetings to ensure alignment between client needs and product offerings.
- Knowledge Management: Develop and maintain internal knowledge resources, authoring articles and guides to support current and future team members.
- Training & Mentorship: Redesign and implement comprehensive training programs for new hires, including creating new training materials. Provide mentorship and daily support to colleagues and managers, fostering a collaborative team environment.
- Performance & Teamwork: Consistently achieve key performance indicators (KPIs) while contributing as a dedicated team player.
Senior Customer Success Manager
Social Talent
Dublin
06.2023 - 10.2023
- Client-Facing Collateral & Data-Driven Results: Led initiatives to enhance client-facing materials, focusing on generating data-driven insights that contributed to client growth and scalability.
- Mutual Success Plan Development: Designed and implemented a comprehensive Mutual Success Plan, mapping out the entire customer lifecycle from the point of sale to post-sale success, resulting in a more cohesive and streamlined customer experience.
- Success Tech Stack Optimization: Conducted a thorough review and optimization of the Success Tech stack, consolidating data and identifying opportunities to reduce company costs without compromising performance.
- Enterprise Talent Acquisition & Learning Paths: Collaborated with large enterprise clients to develop tailored talent acquisition learning paths, enhancing staff development and retention.
- Growth Plan Framework & Support: Provided strategic support to enterprise clients by implementing a newly developed growth plan framework, facilitating their business expansion.
- Stakeholder Engagement & Revenue Growth: Delivered impactful results to stakeholders, significantly contributing to increases in Monthly Recurring Revenue (MRR) and Annual Recurring Revenue (ARR).
- Internal Training & Knowledge Sharing: Played a key role in delivering internal training presentations, fostering knowledge sharing and upskilling internal teams.
Senior Customer Success Manager
HubSpot
Dublin
01.2023 - 03.2023
- Client Portfolio Management: Oversaw a large client portfolio, driving growth and retention.
- Demand & Market Analysis: Conducted research to identify opportunities for HubSpot products.
- ROI Optimization: Improved campaign performance to maximize client ROI.
- Engagement Strategy: Created automated engagement cadences for efficient client outreach.
- Consultative Support: Guided clients on best practices in Marketing, Sales, and Service.
- Project & Integration Management: Managed client projects and provided integration recommendations.
Senior Onboarding Specialist
HubSpot
Dublin
01.2022 - 12.2022
- Responsible for maintaining the onboarding journey of a large book of business with companies of all sizes but particularly focussing on Enterprise clients.
- Created personalised projects for clients to assist them in adopting the tools in a way that would streamline their business needs and see value and growth potential while discussing both short-term and long-term strategy.
- Developed a strategy that allowed me to successfully onboard clients in an efficient and nurturing way which eventually lead to my promotion to Senior Customer Success manager
- Created multiple presentation decks and loom videos to support my clients in training in the use of the platform.
- Responsible for strategic consultation on Sales, Marketing and Customer Service with C-level executives.
- Worked cross-departmentally with Sales to help close early growth opportunities that I may have found.
- Worked simultaneously on additional projects such as the DI&B team as a means to better our team and department.
- Consistently presented key results at end of onboarding to the client and the Success managers to help continue to drive adoption and growth for the customers.
- Created long-lasting meaningful relationships for my clients and through these, even after graduating from onboarding, they have come back to me to demonstrate value and close sales for them.
Commercial Customer Success Manager
Transfermate Global Payments
Kilkenny, Leinster
09.2019 - 01.2022
- Responsible for the creation of processes and growth of a team managing the receivables sector for Transfermate with particular focus on Global Invoice Connect, for Commerce and Education.
- Responsible for managing a team of people who support the payments process for our clients that we onboard through the partnership.
- Responsible for multiple small-scale projects throughout my time in this role. Worked on creating a Payer facing Chatbot from Inception to completion. Worked with a sister company Benamic and several internal departments to ensure that this was done to our spec.
- Ensured internal process flows that were undocumented were created, and created a portal where this information could be continuously updated and vetted by compliance/legal/COO.
- I work directly with our Product team to create new features in our client facing platform and the product itself. I also work with our development team during product amendment on each sprint to ensure that changes are applied in a timely manner.
- Responsible for hiring new team members, interviewing and creating
projects for them to complete pre-hire to ensure that they would be a good fit. - Currently the implementation and customer success manager for Global Invoice Connect. Core member of the driving team creating international receivables product with Wells Fargo.
- Responsible for creating reports and charts for review by board members and working directly with our reporting and IT development team.
- Working with other managers and their teams to ensure that their team's training is complete and that their jobs align with the needs of the business.
Senior Technical Adviser / Executive Relations Technical Delegate
Apple
Hollyhill Cork
07.2014 - 08.2019
- I was an iOS Tier 2 technical adviser with Apple Care supporting EMEA countries and the US. I am trained in both iOS and OS X support for Mac products and technical issues both hardware and software.
- I was involved in training and mentoring new advisers and I had an active role in research and training development through our internal tools. I created training content for distribution across the company so we could mirror success throughout all teams.
- I worked as an executive relations technical delegate working with more difficult cases. These cases were high risk and tracked from top level management and required particular care and ownership.
- I was the SME for employee engagement where my job included developing content for a web page, weekly presentations and emails and generally maintaining morale for the at home advisers at a senior level.
- I was in the top 8% for Performance metrics in the company and had been nominated for ACEA awards. I would consistently ensure that my performance resulted in 100% CSAT results across the board, leading me to be leaned on for developing a new customer support strategy.
- I would review the knowledge base articles used for procedural guidance and raise any issues to the internal Quality team for correction.
Education
Bachelor of Arts - Honors Applied Social Studies in Social Care
Waterford Institute ofTechnology
2014
FETAC Level 6 in Consultative Selling - Consultative Selling
FETAC Eishtec
2013
Skills
- SAAS
- Marketing/Sales/Service strategy consultant
- HubSpot Expert/Salesforce Savvy
- SOP & KPI development
- Project management
- Stakeholder management
- Onboarding and Success Expert
- Workflows and Automation
- Report building
- Pipeline creation and management
- Success Forecasting
- Training and Mentoring
- Team Management
- Impeccable timekeeping and organization
- Customer Lifecycle development
- Company Focused and growth driven
Interests
I have a bronze, silver and gold medal in LAMDA in the area of speaking of verse and pro's and also a gold medal in the area of acting.
I have a bronze level Presidents Award (Gaisce)
I was given the positions of prefect and sports captain in secondary school.
I have been graded as a level three kayaker.
References
References available upon request.
Timeline
Global Implementation Manager
Rippling Inc
10.2023 - Current
Senior Customer Success Manager
Social Talent
06.2023 - 10.2023
Senior Customer Success Manager
HubSpot
01.2023 - 03.2023
Senior Onboarding Specialist
HubSpot
01.2022 - 12.2022
Commercial Customer Success Manager
Transfermate Global Payments
09.2019 - 01.2022
Senior Technical Adviser / Executive Relations Technical Delegate
Apple
07.2014 - 08.2019
Bachelor of Arts - Honors Applied Social Studies in Social Care
Waterford Institute ofTechnology
FETAC Level 6 in Consultative Selling - Consultative Selling
FETAC Eishtec
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