Shannon Hakh, Mpa
About Shannon Hakh, Mpa
Shannon Hakh, MPA, is a Senior Customer Success Manager at CentralSquare Technologies, where she has worked since 2022. She holds a Master of Public Administration from Virginia Commonwealth University and has a diverse background in customer success, program management, and analysis.
Work at CentralSquare Technologies
Shannon Hakh has been serving as a Senior Customer Success Manager at CentralSquare Technologies since 2022. In this remote role, Shannon focuses on aligning customer support with business objectives through the development of success metrics and OKRs. This strategic approach aims to ensure exceptional value for customers while mitigating potential risks. Shannon's efforts have contributed to enhancing customer satisfaction and retention, reflecting a commitment to delivering high-quality service.
Education and Expertise
Shannon Hakh holds a Master of Public Administration (MPA) degree, which was achieved at Virginia Commonwealth University from 2014 to 2016. Prior to this, Shannon earned two Bachelor of Science (BS) degrees in Psychology and Criminal Justice and Corrections from the same institution, completing these studies from 2009 to 2013. This educational background provides a strong foundation in leadership, analytical skills, and public service.
Professional Background
Shannon Hakh has a diverse professional background, beginning as a Deputy Sheriff at the Henrico County Sheriff's Office from 2012 to 2013. Following this, Shannon worked as a System Specialist at G4S from 2014 to 2016. Shannon then transitioned to the role of Research Analyst/Fellow at the Virginia Department of Corrections for one year. Afterward, Shannon served as a Business Analyst at the New York City Independent Budget Office from 2016 to 2017, before taking on the position of Program Manager at the NYC Mayor's Office of Criminal Justice from 2017 to 2022.
Achievements in Customer Success
In the role of Senior Customer Success Manager, Shannon Hakh has successfully expanded the customer net retention rate by 36% through a comprehensive program evaluation model. Additionally, Shannon led a customer retention project that generated $750,000 in annual recurring revenue from 12 scoped qualified leads and produced an additional 15 qualified sales leads. These initiatives demonstrate a strong focus on driving customer success and revenue growth.
Collaboration and Impact
Shannon Hakh has demonstrated effective collaboration skills by working cross-functionally to share user research and insights. This collaboration has informed marketing materials and product plans, contributing to increased revenue. Shannon's ability to engage with various teams highlights a commitment to fostering communication and alignment within the organization.