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Skills

  • Customer Lifetime Value (CLTV) Optimization
  • Relationship development
  • Regulatory compliance
  • Team building
  • First Aid/CPR
  • Customer Success Metrics and KPIs
  • Team management
  • Customer success strategy development
  • Customer health scoring models
  • Cross-departmental communication

Work Experiences

  • Achieved $13 in expansion revenue.
  • Achieved 58% increase in renewals.
  • Was in charge of daily administrative tasks such as client relations, project management, and vendor management.
  • Achieved this for consecutive 3 quarters.
  • Decreased support ticket volume by 58%.
  • Achieved an all-time-high NPS score of 12 in 2020.
  • Decreased churn by 26%.
  • By working together to develop integrated strategies, I was able to align organizational objectives with the company's mission, resulting in increased revenue, profit, and business growth.
  • Achieved Employee of the Year recognition for customer retention efforts.
  • Achieved Employee of the Year recognition for industry-leading customer retention efforts, maintaining churn rate below 56% in a shifting market environment.

Summaries

  • Miscellaneous is a key area of expertise.
  • Director of Customer Success with 17 years of successful strategic planning and client relations experience.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved growth through cross-department collaboration.
  • Adopted process.
  • As a key to success, a decisive leader promotes operational improvements, market expansion, and a positive corporate culture.
  • Automated repetitive tasks.
  • Driven and visionary change manager committed to continuous business improvement with a focus on increasing revenue and streamlining operations.
  • Dedicated executive with 14 years of Miscellaneous experience.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Developed comprehensive reporting frameworks to monitor KPIs, which boosted team accountability and delivered a 64% improvement in customer health score visibility.
  • Reduced average churn rate by 61% by implementing tailored engagement campaigns for at-risk customers, using advanced segmentation techniques.
  • Structured a customer success model that improved customer satisfaction ratings by 50% while expanding service capabilities in the Southwest.
  • Facilitated cross-functional communication between Customer Success, Sales, and Product teams, increasing strategic alignment and achieving a 26% improvement in customer satisfaction.
  • Reduced Implementation-to-Adoption lead time by 16% with the introduction of more efficient onboarding and training methodologies.
  • Created and led product training sessions for over 16 users, increasing adoption rates by 57% within the first two years.
  • Documented and resolved framework which led to process.
  • Partnered with Sales and Marketing to strategize customer success initiatives that contributed to 42% year-over-year growth in net retention rate.
  • Resolved product issue through consumer testing.
  • Successfully managed customer transitions during major product overhauls, achieving a 84% retention rate across key accounts.

Affiliations

  • Harvard Business School Executive Education: Customer Experience Program Alum
  • International Association of Administrative Professionals
  • Enterprise IT Customer Success Forum
  • American Medical Informatics Association
  • Professional Association for Customer Engagement (PACE)
  • Association for Talent Development (ATD)
  • SaaS Customer Success Network (SaaSCSN)
  • International Council of Nurses
  • Customer Success Leadership Network (CSLN)
  • Association of Information Technology Professionals

Certifications

  • Certified Customer Success Manager (CCSM) from Customer Success Association
  • Apple Certified Associate (ACA)
  • CompTIA Security+
  • Google Certified Professional Cloud Architect
  • Certified Customer Success Leader (CCSL) from CIPD
  • ServSafe
  • Customer Service and Support Automation Certification by Automation Anywhere
  • Project Management Professional (PMP) by program
  • ChurnZero Certification for Customer Success
  • Lean Six Sigma Black Belt Certification

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