Amy Oliver Email and Phone Number

• Stood up a net new Digital Customer Success motion, taking the function from 0 to 1 over the course of 6 months• Developed a tech-enabled customer journey, deploying automated risk playbooks, and scalable customer engagement strategies including email campaigns, self-serve training and enablement, and digital EVRs• Developed and launched a series of SOPs bringing clarity to roles, responsibilities and defining the desired outcomes for each engagement• Managed the end-to-end implementation of two new productivity tools resulting in a 50% pre and post-call time savings for CSMs • Delivered 98% GRR in FY23 against a goal of 95%• Delivered 146% NRR year to date (FY24) against a target of 103% • Deployed a call coaching framework to ensure the consistency, quality and value of all customer engagements• Supported capacity planning to accurately inform CSM resourcing, book mapping and hiring needs

• Accountable for the success of a team of Mid Market Customer Success Managers, responsible for growing and retaining 80% of the company’s core customer base• Led the end-to-end implementation of a new Customer Success platform (Catalyst) and drove daily adoption across the entire CSM team• Developed a central leveling guide for the Customer Success org, clearly defining internal career paths for CSMs• Mapped and operationalized the customer journey, including the goals and milestones tied a ‘gold standard’ experience• Built and deployed a series of playbooks and SOPs to automate repeatable CS motions, streamline internal handoffs, and enable CSMs to act early and often on key risk indicators • Formalized a process for building Success plans, ensuring the team is focused on the right value activities with the customer • Scoped and built a dynamic customer health score to identify churn risk early and inform the likelihood of renewal

• Responsible for training, coaching and managing the performance of 7 Provider Success Associates across the United States• Established org-level OKRs and implemented the tracking and enablement resources to support OKR attainment• Represented the Success org during weekly OKR reviews, keeping senior leadership apprised of goal progress and blockers • Collaborated closely with cross-functional teams, serving as the voice of the customer on cross-functional initiatives• Responsible for executing quarterly provider NPS survey and actioning on key insights• Revamped the provider referral program in first 90-days, resulting in a 4x increase in referral volume• Developed retention and escalation playbook to manage and mitigate potential provider churn• Developed a tech-enabled onboarding flow, allowing Success Associates to support Providers at scale through the onboarding and adoption phases, leading to more positive Provider outcomes

• Accountable for winning, retaining & growing DoorDash’s top Merchants in the Mountain region, ensuring partners were realizing value via new product adoption & expansion• Responsible for the coaching & development of 7 Strategic Partner Managers & 2 Merchant Operations Associates• Supported Account Managers with complex contract renegotiations • Grew total sales 169% YoY, contributing to a 16% increase in regional market share• Held team to the highest standards of excellence in relationship management, resulting in a merchant NPS of 82 (regional average), contributing to a 99%+ logo retention rate• Earned the Dash One award in FY 2020 and 2021 for completing over 200 candidate interviews, directly contributing to the growth & diversity of the Outside Account Management org• Maintained manager NPS above company average for 4 consecutive employee voice surveys• Led team through 2 org shifts & 4 regional leadership changes with 0% voluntary turnover

• Owned executive-level relationships with Fortune 500 partner, Lowe’s, to garner program support, expand existing agreement terms & increase student enrollment• Launched Lowe’s ‘Track to the Trades’ program, the first apprenticeship program of its kind aimed at rebuilding the skilled trades workforce • Increased total student enrollment 712% over 4 months• During first 3 months, scoped costs & resources to stand up a CRM tool for the Client Success team, worked with BI team to develop partner dashboards, & defined core metrics for a universal client health score

• Led CPG post-sale team of 22 Client Success Managers & Directors• Responsible for defining, measuring & tracking operational metrics for the CS organization including contract expansion, campaign optimization, product adoption, contract renewal, NPS, CSAT & client retention • Spearheaded cross-functional initiatives to proactively scale post-sale systems & processes• Responsible for identifying CS hiring needs, leading annual headcount forecast reviews, & evaluating compensation strategy• Executed a full departmental re-org with 0% turnover & an NPS above 50• Led cross-functional client segmentation effort to inform resource allocation, resulting in a 10% reduction in planned headcount• Implemented OKRs to prioritize expansion efforts, increasing the average gross margin expansion per CSM from 10% to 25% • Supported CEO on the GTM strategy for new mobile commerce offering, growing from a team of 2 to a team of 22• Sat on the ‘Senior Influencer Team’, playing a key role in the prioritization of the product roadmap

• Served as the trusted advisor for top 1% of CPG partners including P&G, Kellogg’s, General Mills & Anheuser Busch• Launched Ibotta’s first preferred partnership with Anheuser Busch• Coached & managed a team of 8 CSMs across 4 verticals (CPG, Beer Wine & Spirits, Restaurant & Mobile Commerce)• Supported direct manager (VP) on special projects & hiring efforts, growing the team 6x in 2 years• Drove internal efficiency improvements including the rollout of a marketing intake form, an analytics tracking system, & a full SFDC overhaul for post-sale opportunity tracking

• Managed 135 CPG accounts & launched over 700 promotional campaigns• Served as the primary point of contact for client partners, from on-boarding through strategy, optimization & renewal• Monitored campaign-level data & analytics to measure performance & inform growth & optimization recommendations• Collaborated with sales team to identify strategies for expanding the existing partner relationships• Responsible for client onboarding, platform education, product adoption, strategic planning, coordinating client-initiated product requests, leading QBRs & leveraging campaign data to extract key insights

• Executed fully integrated advertising campaigns from initial briefing & strategy development, through post-mortem• Managed the agency's 3 largest accounts working directly with senior-level executives • Worked directly with vendors to generate SOWs & cost estimates, maintaining close management of timelines & delivery• Collaborated with Account Planner & CCO to conduct research & develop materials for new business proposals, contributing to the agency successfully closing 2 new account• Launched fully integrated GTM ad campaign for Cake Boss Cakes’ ready-made cakes, decorations & icings

• Managed 10 agency/client relationships with creative needs ranging from local branding pieces to fully integrated campaigns & promotions (print, broadcast & digital)• Served as the primary point of contact for clients, vendors & partners, representing the agency’s vision and goals• Worked closely with Account Director to develop pitch strategy, project estimates, budgets, timelines & analytics for clients• Led agency’s first account internship program

• Managed the execution & trafficking of print, broadcast, social & digital campaigns for Domino’s Pizza• Responsible for constructing project budgets & timelines with vendors, gaining budget approval from Domino’s Marketing Director & CMO, & leading monthly budget meetings • Led the Pan Pizza product launch, inclusive of print, digital, broadcast & a full pizza box redesign• Led the ‘Show us your Pizza’ campaign, an extension of the Pizza Turnaround campaign aimed at creating more transparency around food quality • Led new business pitches, acting as primary account lead in addition to core role on Domino’s team

• Owned relationship with Domino’s digital marketing team with the goal of driving top line sales growth through digital channels• Responsible for developing creative briefs with strategic planning team, briefing creative teams, monitoring project statuses, & ensuring Domino’s stakeholders were informed of campaign progress & risks• Responsible for full overhaul of CPB brand website -- designing, organizing, auditing & archiving creative assets

• Arranged travel including fights, hotel, and ground transportation for 5 Executive Creative Director’s across 15 key accounts• Managed all meeting scheduling across multiple time zones• Tracked, prepared and submitted expenses with complete accuracy• Ensured smooth internal operations for ECDs

• Managed an interactive team of five designers and developers• Responsible for monitoring project timelines and budgets, developing project briefs and compiling monthly SEO reports for clients• Served as the primary point of contact for interactive clients.