Amy Etheridge Email & Phone Number

San Diego, California, United States

As a Director of Customer Success, my role revolves around orchestrating a holistic approach to customer satisfaction and retention. I lead a multidisciplinary team encompassing Success, Support, Community, Data Analytics, and Customer Experience, ensuring that every touchpoint with our customers is infused with empathy, professionalism, and a commitment to delivering exceptional value. My responsibilities include strategizing and executing initiatives to drive customer engagement, optimize processes, analyze data for insights, and cultivate a vibrant community that fosters mutual growth and success. Overall, I am dedicated to nurturing strong relationships with our customers, guiding them towards achieving their goals, and continuously refining our offerings to exceed their expectations.Led a cross-functional team comprising 8 Customer Success Managers (CSMs), a data analyst, 4 support agents, and a community manager, collectively recognized as customer experience specialists.Focused on enhancing customer self-service initiatives, resulting in measurable improvements in our customer's Net Promoter Scores (NPS) and retention rates.Utilized Gainsight and Product adoption metrics to drive customer engagement and track success metrics, ensuring proactive account management.Assisted customers in creating and organizing content optimized for use with Retrieval-Augmented Generation (RAG), AI, and large language models (LLMs), enabling innovative and scalable solutions. Experience with Power BI, Tableau and a Looker enabled Platform.

Greater San Diego Area

Greater San Diego Area

Greater San Diego Area

Greater San Diego Area

Peachjar is the leader in digital flyer management systems used by US school districts. Its cloud-based platform makes it easy for school districts to manage their digital flyer approval and delivery system. Once approved, eflyers are sent directly to parents' email and smartphone as well as posted online for easy access. Using Peachjar, school districts streamline their flyer operations, save significantly on labor and increase the effectiveness of the flyers reaching their intended audience, the parents. The company differentiates itself through ease of use, scale and performance, and fanatical customer support.

Greater San Diego Area

ABBYY provides tools, technology and services for Governance, Risk Management and Compliance. We have extensive experience with automation for HCAHPS, Outcomes, Clinical Research, Case Report Forms, Patient On-Boarding, Well-Being and other Healthcare applications.Our solutions enable you to use the automated system after we provide installation and training or you can outsource everything to us. We also offer hosted solutions as well.Outsourcing this function offers an organization the choice to focus on your core competencies, while using our expertise.Created compensation plans which will result in saving the company more than $240,000 while continuing to motivate sales reps.

Exceeded sales expectations for Mitek licenses in 2012 and 2013. 146% of quota. Negotiated pricing with 3rd party vendors resulting in $500,000 more in additional revenue. Identifying key contracts where Mitek needed to increase pricing. Received quarterly volume reports from partners resulting in $200,000 in additional revenue annually. Assisted with prioritization of technical support.Headquartered in San Diego, CA, Mitek (MITK) is a mobile imaging software solutions provider that allows users to remotely deposit checks, pay their bills, get insurance quotes, and transfer credit card balances by snapping a picture with their camera-equipped smartphones and tablets instead of using the device keyboard. Mitek's technology increases convenience for the consumer by eliminating the need to go to the bank branch or automated teller machine, and dramatically reduces processing and customer acquisition costs while increasing customer retention. With a strong patent portfolio, Mitek is positioned as the leading innovator in mobile imaging software and currently provides its solutions to Fortune 500 financial services companies. For more information about Mitek, please visit http://www.miteksystems.com/.

Worked with Chief Learning Officers to implement on-line language learning for corporate accounts. Developed relationship with Fluor corporation which resulted in the largest implementation of Total-e.

Managed 7-8 Account Executives selling $8 Million per year. Created call plans, territory business plans, presentations and webinars that resulted in an increase in sales in areas where Scantron was traditionally weak. Filled new positions when there was a need and brought new representatives up to speed after corporate training was fulfilled. Motivated all representatives to make 30 cold calls per day, conduct 3 new business meetings per week and 5 meetings with customers. Addressed client issues with our software and services. Uncovered reasons for the issues and assisted clients with implementing changes. Saved the company $100,000 annually and created reference accounts. Created, managed and developed a new market for software products and services. Identified key target accounts, reference accounts and appropriate pricing which resulted in $2M in revenue. Developed winning presentation for full price sale in 30 days.

Pioneered direct sales for the Chicagoland territory. Conducted thorough needs analysis, proposed appropriate solutions and performed ROIs for various businesses. Sold more than $7.5M in revenue and was #1 in overall Sales. Competed for business at First National Bank of Omaha. Created a favorable comparison between our company and our #1 competitor. Achieved 6 figure financial account and gained national recognition by Executives and Senior Management.

Demonstrated valuable contributions facilitating client research, resourcefulness and understanding of principles of finance, data collection, customer service and general problem solving which resulted in a paid position.

International Business, Marketing, French, European Studies

Activities and Societies: Volleyball Club French ClubBA International Business

Diploma