Goshman’s Résumé

Sarah Goshman

I'm an organizational and operational powerhouse, with experience creating measurable results by improving systems and processes at organizations across a number of verticals. I also have the rare combination of technical acumen and superb communication skills which allows me to excel at translating complex concepts into language that can be understood by a variety of stakeholders. As a dedicated lifelong learner, I am able to pick up new skills and technologies quickly, enabling me to function at a high level very quickly or take on roles that require frequent adaptation to new challenges.
Experience
InsightSquared
Boston, MA
Customer Engagement & Analytics Consultant
Jan 2015 – Jan 2016
  • Provided high-touch technical support for new and existing clients.
  • Solved 1,000 support tickets, 12% more than the next highest support agent in the same period.
  • Oversaw software implementations for more than 60 clients across a variety of verticals.
  • Worked collaboratively across teams, translating between the various internal and external stakeholders to resolve complex technical issues and data challenges.
  • Established customer support best practices with a focus on systematizing excellent service.
  • Devised a process for triaging and responding to critical situations such as system outages
Senior Customer Engagement & Analytics Consultant
Jan 2016 – present
  • Created and orchestrated comprehensive training programs for new support employees.
  • Designed, documented, and delivered trainings for the support, customer success, and sales teams.
  • Managed and executed a complete overhaul of the customer-facing Support Library.
  • Increased traffic to the Support Library by 55% over 6 months and increased the organization’s self-service score by 38%.
  • Developed a new structure, layout, style guide, and article templates for the Support Library.
  • Collaborated with other teams to find new ways to integrate content across the organization.
Blue Stream Laboratories
Woburn, MA
Order Administrator/Administrative Assistant
April 2014 – Jan 2015
  • Worked closely with sales and laboratory staff to manage project timelines and deliverables.
  • Tracked projects and communicated critical project updates to customers.
  • Collaborated with the sales team to implement Salesforce and drive adoption.
Jacob's Cure
Rye, NY
Assistant Director
Nov 2009 – Oct 2013
  • Grew the organization’s operating budget 4x and increased organizational capacity by building systems across all areas to improve operational efficiency and professionalism.
  • Devised and executed a comprehensive social media and communications plan.
  • Oversaw the rebranding of the organization, including the launch of a new website.
  • Sought out opportunities to increase brand awareness and bring in new funding.
  • Coordinated all aspects of over a dozen fundraising events.
  • Managed the creation of a new fellowship for white matter disease.
  • Created and organized the first ever Canavan Research and Family Summit.
Education
Stony Brook University
Stony Brook, NY
B.A. in English
2001-2005
  • 3.98 cum GPA
  • Phi Beta Kappa