Amy Densmore Email & Phone Number

Indianapolis, Indiana, Us

Direct a global Customer Success team spanning multiple countries, overseeing 100+ employees while managing a diverse portfolio of 600+ customers, driving over $100M in recurring revenue and $30M in non-recurring revenue for the largest Telecom Expense Management provider.• Increased NPS to 45, CSAT from 84 to 95%, and the Customer Retention rate from 82 to 95% in 2023.• Maintained at or above 60% margin target across the customer portfolio• Created and implemented a Customer Health Index and associated Dashboard, leading to new strategic directions for addressing at-risk customers• Boosted cross-sell and up-sell revenue by designing and implementing a new value messaging strategy and review process, enhancing customer engagement and improving retention• Improved customer satisfaction metrics by establishing and monitoring performance targets, driving the team toward achieving company goals and outcomes• Lead a team of Customer Success Directors and Senior Managers responsible for overseeing Customer Success teams tasked with cultivating and maintaining relationships with pivotal Customer stakeholders across Global 2000, Fortune 500 and Fortune 50 customers

Indianapolis, Indiana, Us

Led a team of 100+ employees responsible for delivering Tangoe services. Managed a portfolio of 200+ customers, driving $50M in recurring revenue.• Boosted efficiencies by over 20% by reorganizing the entire delivery support team to move from generalized to specialized roles• Reduced overall customer credits by 60% by leading a focused finance and operational review team• Devised and led strategies to achieve revenue targets, retention goals, and growth objectives while fostering a culture of accountability and excellence, increasing revenue and retention year-over-year• Spearheaded Service Delivery and Operational Support functions that increased operational efficiency, reducing in operational costs while improving profit margins• Designed strategic initiatives that improved gross margin and operational performance

Indianapolis, Indiana, Us

Leveraged strategic thinking, project management skills, technical expertise, and the ability to collaborate effectively with cross-functional teams to ensure successful global implementations of products.• Spearheaded global implementation project management operations, improving team efficiency through strategic planning guidance and tactical deliverables mentorship• Directed a team of project managers, surpassing industry benchmarks by consistently onboarding customers within 60 days, resulting in a reduction in implementation time• Developed and sustained a dynamic product roadmap, ensuring alignment of initiatives across product lines• Reduced the turnaround time for feature prioritization by creating a process for tracking requirements, streamlining approval procedures with departmental heads, and devising ROI metrics for each enhancement• Adhered to Agile methodology, consistently delivering new product functionality every 6 weeks, facilitating rapid innovation cycles and enhancing overall product competitiveness in the market

Directed a diverse team of 30+ Project Managers, Business Analysts, and support staff across multiple continents, fostering collaboration and driving cohesive project execution.• Led the implementation of a groundbreaking product line, overseeing the entire lifecycle from concept development to market launch, resulting in increasing market share within the first year• Spearheaded the optimization of global implementation processes, reducing project timelines and improving overall project efficiency and saving on expenses• Pioneered the development of innovative product features based on market research and customer feedback, leading to boosting customer satisfaction and increasing recurring revenue• Decreased product defects while boosting customer retention rates by implementing a comprehensive quality assurance framework to ensure product reliability and customer satisfaction

Master'S, Psychology

Bachelors, Psychology