Aaron Pratt Email & Phone Number

San Diego, Ca, Us

Bozeman, Mt, Us

London, Gb

Sr. Director, Customer Success, Americas, and Technical Support: Sep 2019 - Dec 2021. Increased responsibilities to manage global program in Dec 2021.• Led team of 15 employees across three functions: Customer Success Americas, Technical Support, and Customer Success Operations • Established the global operational strategic plan and program for Customer Success• Created an industry leading B2B customer experience and service delivery model, drove product adoption, achieved high retention, satisfaction rates, and overall customer health scores• Prepared and presented regular planning and feedback meetings with C-suite leadership to monitor progress and ensure alignment• Defined and optimized the customer lifecycle by driving initiatives to improve engagement approaches based on customer segmentation (Enterprise | SMB, High Touch | Low Touch) • Led implementation of Gainsight CS software to empower our global CS team to have a central view of their customers to efficiently and effectively manage all aspects of the customer lifecycle • Led global customer measurement program, executing, managing, and analyzing ongoing survey program data including Net Promoter Score (NPS), and Customer Satisfaction (CSAT)• Developed Product and Strategy maturity scorecards enabling CSMs to more effectively measure and drive action on adoption and implementation of Mapp SaaS products and strategic services• Created global customer health score with automated tracking of multiple unique measures generating auto-updated score, providing risk identification and mitigation planning insights• Developed global operating playbooks establishing a (minimum) set of standards on how CSMs should work with their customers • Implemented customer success strategies that resulted in a 15% increase in client retention and a 10% reduction in churn• Collaborated cross-functionally with the Sales and Marketing teams to identify upsell and expansion opportunities

London, Gb

• Managed global team of product training consultants, employee onboarding manager, and technical support analysts (10 employees)• Supported onboarding and ongoing education for B2B customers, reseller partners, and employees• Worked cross-functionally with Product Management, Support, and Account Management to maintain learning materials and validate future content topics/learning direction• Vetted and implemented Saba Learning Management System (LMS) and CheckMarket survey management software• Assessed and maintained relationships with external vendors and consultants• Managed learning budget in support of company financial goals• Worked with Marketing to ensure learning programs/content is effectively and consistently promoted• Created learning materials and experiences for customers, reseller partners, and employees • Delivered learning via multiple mediums (virtual, instructor-led, and on-demand formats)• Developed “Mapp University”: a customer onboarding and coaching program using a blended learning approach - virtual training with exercises and assessments, plus on-demand courses• Created microlearning self-service portal, outcome-based learning• Maintained best practices, tip and tricks and other useful information for employees via intranet• Tracked and reported key performance indicators (KPIs) to continually measure learning success using dashboard• Gathered, tracked, and reported on KPIs used to measure overall company customer success, including: Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT)

• Delivered technical training to enterprise B2B clients via instructor-led training (ILT), virtual classroom, and eLearning methods• Educated clients, internal staff (Sales, Customer Support, Product Management, Development and Account Management), partners/agencies/resellers, and prospects• Engaged with internal technical teams to provide product feedback and maintain accurate, updated training content, documentation and processes• Delivered demonstrations to prospects as a Sales Engineer• Prepared managerial reports and conducted recurring feedback meetings to leadership • Implemented and administered Moodle Learning Management System (LMS)• Analyzed feedback to improve overall training effectiveness• Sustained thorough BlueHornet product knowledge and related industry software expertise• Created and maintain training materials, including help files, tutorials, quick-start guides, presentations, quizzes, surveys and e-learning modules• Maintained best practices, tip and tricks and other useful information for internal staff

Charleston, South Carolina, Us

• Globally delivered technical training programs, workshops and classes to customers, partners and employees via virtual and instructor-led classrooms • Lead on training projects with Blackbaud’s highest profile enterprise B2B clients, such as American Cancer Society, Lance Armstrong Foundation, Girl Scouts, Alzheimer’s Association and many more• Lead Train-the-Trainer coaching workshops internally and externally • Conducted over 375 virtual, classroom and recorded training sessions•Served as mentor for training and development new hires• Acted as subject matter expert (SME) for Blackbaud’s SaaS solutions • Voted Educational Services MVP by Executive Leadership Team• Received on average 4.75 out of 5 on evaluations from clients, partners and employees• Developed, designed, and maintained learning resources, including best practices, tips & tricks, reference guides, exercises and assessments/quizzes • Collaborated with Product Management, Engineering, Sales, Marketing and Project Management to ensure informational accuracy of learning solutions/resources• Analyzed reports and assessments for benchmarking and departmental performance• Assisted with development of a learning management system• Managed travel plans, schedules, client communications, resources and evaluations• Referenced technologies such as HTML, CSS, XML, AJAX and JavaScript• Prepared program/course schedules and outlines