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.
• 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

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