What are you looking for in a role headline?
• customer whisperer | 0-to-1 process improver | culture queen
I’m most impactful when:
• I can work with management to determine what our biggest pain points are. From there, I can hone in on solutions that help solve internal/external issues.
The kind of organization that would get the best from me is:
• A collaborative, fast-paced organization.
What are some of your key accomplishments?
• Deputy of the South division, directly manages 12 strategists, accountable for 30 customer success team members.
• Won $35M in new business opportunities and $50M in renewals through strategic collaboration with teams to identify and pursue upsell and cross-sell opportunities in 2023. Total book of business was $200M in 2023.
• Achieved a 95% customer satisfaction rate while reducing churn by 30% through strategic initiatives and targeted client engagement programs.
• Engineered a customer success strategy that increased customer retention rates by 25% over two fiscal years by leveraging data analytics and implementing targeted engagement programs.
• Spearheaded customer onboarding process, leading to a 45% increase in customer retention and a 30% increase in upsell opportunities within a year by implementing tailored success plans and structured follow-up strategies.
• Increased net promoter score (NPS) by 33% year-over-year by implementing a strategic customer engagement program that enhanced support tools, optimized feedback collection, and streamlined resolution processes across a base of over 500,000 customers.
• Drove customer retention rates up by 25% over a 12-month period through the strategic realignment of the Customer Success team, personalizing support plans for top-tier accounts, and implementing robust customer health metrics.
• Coordinates company-wide training with 200+ attendees, quarterly business reviews, webinars and ensures seamless execution of each event.
• Accountable for team performance and gives guidance when needed, to include formal performance reviews. Consistently looks for growth opportunities that result in promotions. Promoted seven individuals in 2023.
• Works closely with the legal team to draft contracts for the South division and ensures accuracy before contracts are sent for customer signature.
Where are you located or where would you like to work?
• New York, NY or the Tri-state area
Anything else you’d like a potential employer to know?
• I thrive on good culture fits too, if an organization is struggling with theirs, I can help revive it.
Contact firstname.lastname@example.org to connect with this job seeker.