Andrea N. Vlassis-Zahn
Boise
Summary
Dynamic Customer Success Manager at Ookla, specializing in business Intelligence and strategic planning. Demonstrated success in improving client engagement and streamlining onboarding processes, leading to enhanced user satisfaction and increased sales. Skilled in cross-functional collaboration and delivering effective technical training to promote product adoption and ensure client success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Sr. Customer Success Manager
Ookla
Seattle
03.2024 - Current
- Established strategic partnerships with key clients to drive successful product adoption.
- Implemented optimized customer onboarding processes to elevate user experience and satisfaction.
- Executed client engagement program that enhanced relationships within public sector education.
- Facilitated communication between company and clients, streamlining initiatives for clearer collaboration.
- Collaborated across teams to resolve customer issues in a timely manner.
- Acted as liaison between customers and product teams for feature enhancements.
- Evaluated customer feedback to uncover trends that enhanced service delivery.
- Oversaw project management for new product lines and feature rollouts, ensuring alignment with client needs.
Technical Account Manager – U.S. Government
Ookla
Boise
03.2023 - 03.2024
- Spearheaded a major project to integrate Ookla’s fixed and mobile broadband performance data into ArcGIS Online, delivering Hosted Layers and Interactive Dashboards that enable government clients to seamlessly access, visualize, and analyze broadband coverage and performance.
- Acted as primary technical advisor for U.S. government clients, facilitating seamless deployment, adoption, and strategic use of Ookla’s broadband performance solutions, including ArcGIS integrations.
- Collaborated cross-functionally with sales, engineering, product, and services teams to customize solutions, advocating for client success and alignment with government needs.
- Analyze large-scale network performance datasets to deliver actionable insights supporting broadband expansion, infrastructure funding, and policy initiatives.
- Led enhancements to ArcGIS Hosted Layer offerings, increasing accessibility of Speedtest performance data for federal and state agencies and streamlining broadband planning workflows.
- Delivered customized client training sessions and technical presentations, creating strategic roadmaps to enhance client satisfaction and retention.
- Represented Ookla at national conferences, providing technical presentations and data insights to public-sector stakeholders to support broadband funding and policy initiatives.
Direct Services Functional Disaster Program Manager
American Red Cross
Boise
09.2021 - 01.2023
- Managed regional disaster response volunteer teams of 5 to 350 volunteers, coordinating support for over 1,400 emergency response events each year.
- Led GIS mapping initiatives and built PowerBI dashboards to optimize regional disaster preparedness and response strategies across Idaho, Montana, and Eastern Oregon.
- Developed ArcGIS volunteer tracking tools, enhancing dispatch efficiency and reducing emergency response times.
- Analyzed emergency management datasets, producing data-driven recommendations that increased operational effectiveness.
State Broadband Program Coordinator
Idaho Department of Commerce
Boise
03.2021 - 09.2021
- Developed and presented strategic policy briefings, geospatial reports, and broadband recommendations directly to the Governor’s Office, State Legislature, and executive stakeholders.
- Supported allocation and management of $140M in broadband funding, awarding $40M to 84 grantees within the first 4 months.
- Led stakeholder engagement efforts with local governments, ISPs, utilities, and tribal entities to promote broadband expansion and digital equity strategies.
- Conducted broadband availability and digital divide analysis, utilizing FCC, NTIA, and local datasets to inform state initiatives.
- Designed and managed broadband GIS maps, dashboards, and large datasets, integrating spatial analysis to inform state and federal broadband funding decisions.
- Created interactive ArcGIS and PowerBI dashboards that enhanced tracking of program performance, grant distribution, and public access to broadband service maps.
- Conducted public presentations and technical training workshops for municipalities on broadband GIS mapping, grant opportunities, and funding applications to empower local leaders.
- Facilitated inter-agency coordination on broadband initiatives with departments such as Transportation, Education, and Health and Welfare to align efforts and strategies.
International Trade Specialist
Idaho Department of Commerce
Boise
06.2019 - 03.2021
- Led Idaho’s participation in international trade missions, diplomatic engagements, and investment promotion events.
- Consulted Idaho businesses on international trade strategies and foreign market development to enhance export activity and attract foreign direct investment.
- Conducted market research and presented strategic recommendations to businesses expanding into new foreign markets.
- Created and presented multi-source trade analyses and GIS visualizations to executive leadership, driving strategic economic development decisions.
- Collected and managed large trade datasets, optimizing data accessibility in Salesforce CRM and internal reporting platforms for improved decision-making.
- Executed Idaho’s COVID-19 Business Impact Survey, analyzing business performance impacts to inform economic recovery initiatives.
Business Attraction Specialist
Idaho Department of Commerce
Boise
04.2017 - 06.2019
- Represented Idaho’s business case to executives, site selectors, and Governor-appointed advisory councils, successfully securing tax incentives and grant funding approvals.
- Developed RFP platforms to streamline business attraction proposals, reducing response times and boosting state competitiveness.
- Optimized Salesforce CRM platforms and managed state GIS Planning economic development website, improving user engagement.
- Conducted economic development research and GIS-supported site selection analyses, facilitating business expansion in Idaho.
Coordinator, Programs & Events
Boise Metro Chamber of Commerce
Boise
05.2015 - 10.2016
- Created event strategies that improved engagement among businesses and local government leaders.
- Coordinated business roundtables, legislative forums, and special events to enhance local economic development initiatives.
- Advised new and small businesses on best practices in business development, providing targeted support in marketing, operations, and strategic planning.
Events Coordinator & Office Manager
Sawtooth Winery / Precept Wine Brands
Nampa
04.2006 - 04.2012
- Increased event revenue by 150% and expanded wine club membership by 400% through targeted business development initiatives.
- Coordinated logistics for 75+ events annually, ensuring seamless execution of festivals, corporate functions, and community fundraisers.
- Coordinated event logistics for wine tastings and private functions.
- Managed vendor relationships to ensure seamless event execution.
- Developed event timelines to align with client expectations and winery schedules.
Education
Bachelor of Business Administration -
Boise State University
Boise12.2018
Associate of Arts - Business-General
College of Western Idaho
Nampa, ID12.2016
Skills
- Client success
- Customer onboarding
- Client engagement
- SaaS sales and support
- Sales operations
- Product and service sales
- Salesforce proficiency
- Project and program management
- Cross-functional collaboration
- Strategic planning
- Business intelligence
- Data analysis
- Analytical thinking
- ArcGIS operations
- Geospatial analysis
- Technical training
Certification
- Going Places with Spatial Analysis, Esri, 03/25
- The Complete SQL Bootcamp, Udemy, 01/25
- Breakout of Excel and into Tableau, Udemy, 08/24
- Spatial Data Science: The New Frontier in Analytics, Esri, 10/23
- GIS Basics, Esri, 02/23
- Programming for Everybody (Getting Started with Python), Coursera, 02/23
- Introduction to Relational Database and SQL, Coursera, 05/22
- SQL for Data Science, Coursera, 05/22
- Understanding Basic SQL Syntax, Coursera, 05/22
- ITAR Export Controls & EAR/OFAC Export Controls, Export Compliance Training Institute (ECTI), 01/20
- Northwest Community Development Institute (Years 1-3), 2017-2019
- Marketing & Business Attraction, International Economic Development Council, 10/18
- Basic Economic Development, International Economic Development Council, 08/17
- Database Management, Boise State University, 11/16
Timeline
Sr. Customer Success Manager
Ookla
03.2024 - Current
Technical Account Manager – U.S. Government
Ookla
03.2023 - 03.2024
Direct Services Functional Disaster Program Manager
American Red Cross
09.2021 - 01.2023
State Broadband Program Coordinator
Idaho Department of Commerce
03.2021 - 09.2021
International Trade Specialist
Idaho Department of Commerce
06.2019 - 03.2021
Business Attraction Specialist
Idaho Department of Commerce
04.2017 - 06.2019
Coordinator, Programs & Events
Boise Metro Chamber of Commerce
05.2015 - 10.2016
Events Coordinator & Office Manager
Sawtooth Winery / Precept Wine Brands
04.2006 - 04.2012
Bachelor of Business Administration -
Boise State University
Associate of Arts - Business-General
College of Western Idaho