Meet Taylor Massey - FFLF's New Implementation Specialist

Fight for Life’s new Implementation Specialist exited the classroom in December of 2023 and landed with Fight for Life Foundation in February of 2024. Taylor has experience in the classroom as an educator and has also fulfilled leadership roles within elementary education. She is eager to make an impact and grateful for the opportunity Fight for Life has provided. We are excited about what Taylor brings to the table with her experience as a former educator. She will report directly to Anna and be responsible for the following:

CLIENT RELATIONSHIP

• Works in partnership with Account Manager to understand the client perspective and engage with the client to meet needs and fill gaps in service delivery
• Fosters a solution-focused approach to client success
• Provides onsite and/or virtual client support that is timely and accurate, including FAQ/SAQ support
• Creates and distributes client surveys and solicits additional feedback to evolve and grow programming
• Performs case studies, research assistance activities, resource creation and distribution for reporting purposes and client support

CLIENT ONBOARDING + TRAINING

• Communicates with new and returning clients to begin the onboarding process including systems management and training cadence
• Collaborates with each client to curate an implementation plan that works best for each site including a virtual or in-person training for all staff engaging with Building Dreams prior to implementation
• Provides training for all new and existing customers and required follow up which includes: post-training communication with support documentation, video of recorded training, next steps/best practices, etc.

CRM MANAGEMENT

• Works in partnership with Account Manager to monitor engagement trends for all clients
• Manages multiple Building Dreams implementations at any given time
• Maintains CRM, tracking implementation activity using Pipedrive
• Performs other duties as assigned