Amy Downs Email & Phone Number

Stadt Hamburg, De

Customer Obsessing provides strategic and execution focused consulting services for companies and leaders who are interested in increasing customer retention and growth. Our approach includes a maturity assessment focused on 3 pillars: people, process and technology. Great for anyone looking to improve outcomes of their Customer Success, Customer Support, Professional Services, Training, Community, Customer Advocacy, Referrals, Customer Experience teams and Employee Engagement.

Berlin, Be, De

San Francisco, California, Us

With ~1B ARR under management and 250+ employees, built EMEA and APJ from developing regions (25 employees) into integrated global contributors delivering value defined by 140% NRR. Joined when <3K employees and grew to almost 10K in 2 years. Defined and implemented global CS strategy, introduced customer obsession teams, a team based approach to delivering exceptional value to enterprise and ISV customers. Scaled Customer Success, Support and Professional Services/SI Partner organizations from small teams to fully operational organizations, defining and executing the people, process and systems strategy. Working alongside a talented team of doers, I had the privilege of leading all post-sales functions for EMEA and APJ. Our teams ensured customers were wildly successful and derived great value from Twilio's solutions. It was our team's commitment to provide a world-class experience for them.

Austin, Tx, Us

Worked alongside an amazing team of people to transform global video communications company from an on-premise product manufacturer to a Customer Obsessed hyper-growth SaaS company in a direct (15%) and indirect (85%) GTM model.Focused on success across all stages of the customer journey, our teams produced key elements of the customer and partner experience for both Enterprise and SMB customers/partners including pre-sales engineering, enablement/on-boarding, customer success, professional services, training, certification, technical support, community and advocacy. Created PMO and lead IT where our mission was to deliver an exceptional experience for customers and partners through technology. Key executive sponsor alongside CPO on cultural transformation needed to move company to be laser focused on customer and partner success.

Boulder, Colorado, Us

Responsible for leading the global customer experience strategy and execution which included responsibility for Customer Success, Technical Support/Docs, Pre-Sales Engineering, Delivery/ Implementations (Professional Services), Partner Management, and Training. My team was an exceptional group who engaged during the sales process, implementation, and owned the overall technical, operational and commercial relationship for our key accounts. Responsible for referrals and very active in customer acquisition and retention strategies leading to a 99% customer retention rate and positive Net ARR. Beginning in 2010 and each year after, we achieved a Net Promoter Score (NPS) between 55% and 63%, one of the highest customer loyalty scores in our industry. These results underscored our commitment to putting our customers first and driving operational changes in our business based on our customers' feedback.

Boulder, Colorado, Us

As Director of Customer Experience, responsibilities expanded to include Customer Success.In this role, I had the pleasure of developing our team of Customer Success Managers and shifted focus from strictly ticket based transactions (reaction based management) to a more proactive approach by building an account management framework and process. This included account planning, account review templates, outreach programs, onsite account reviews (business and operational) and more. The new structure helped drive added value to our installed base of customers and created deeper partnerships leading to an increase in loyalty and referrals, demonstrated by 99% logo retention, positive Net ARR and strong positive Gartner rating.

Boulder, Colorado, Us

As Sr. Customer Project Manager, responsibilities included Voxeo's portfolio of customer facing projects, major hosting platform migration programs and services partner management. Provided leadership to Voxeo's global customer facing project management team and drove significant improvements to the implementation/delivery process, resulting in increased customer loyalty.In addition, the team and I created the global framework and processes still in use today for partner selection, qualification criteria and vetting, on-boarding, and ongoing relationship management.

Boulder, Colorado, Us

In my role as a Customer Engineering Project Manager, I was responsible for managing Voxeo's global portfolio of customer facing projects. I partnered closely with sales and served in a dual role as pre-sales engineer and project manager, architecting solutions, working with our services partner network during budgetary and implementation phases and owned successful delivery of all customer facing projects. Led following improvement initiatives:- Established the systems and processes for managing all customer facing projects including: ~ Created the business case and gained approval for a new project and portfolio management tool ~ Created all project management templates and instructions for their use ~ Designed workflows and process maps to show how customer facing projects flow through the organization and areas of responsibilities for each functional team ~ Trained all impacted teams on workflows and process- Expanded our services partner network to increase the number of partners and grow expertise in areas important to our customers like VUI design- Put pricing, margin and revenue recognition policies in place

Milwaukee, Wisconsin, Us

Spearheaded restructure and transformation of product delivery, professional services, account management and support organizations for the Insurance Solutions Division.Completely revamped people, processes and systems to move organization from dissatisfying customers to delighting them.• Exceeded targets for 2006/2007, increasing professional services revenues by 25% in 2007• 95% delivery of on-time/on-budget project milestones• 60% reduction in post-production defects• Developed following customer-centric programs, processes and systems to achieve above results: Business requirements, estimation techniques, project planning, quality processes, SOWs, project selection and governance, escalation process, advisory board, risk planning, resource planning, consulting and forecasting, evaluated, selected and implemented project management system for at scale success • Promoted four times to increasing levels of responsibility throughout tenure• Led cultural and customer obsession transformation to achieve cross-functional alignment and success for customers

Milwaukee, Wisconsin, Us

• Customer Advocate responsible for individually managing projects and ultimately overseeing the portfolio of projects for Fiserv's professional services/consulting arm of the Insurance Solutions Division• Worked closely with technical team leads and team members (onshore and offshore) to monitor and control progress including updating project plans, enacting risk response strategies, and measuring success by determining variances from project baseline (scope, cost, and schedule) and against success metrics; Continuously communicated project status and plans• Worked closely with functional managers to build loyal, dedicated and highly productive teams• Member of corporate Project Management Organization (PMO) - supports spreading best practices throughout organization (e.g. common templates, project manager mentoring programs, training)• Progressive growth in organization; started as Software Engineer and progressed to Program/Portfolio manager

Milwaukee, Wisconsin, Us

• Responsible for establishing project management processes for customer facing and internal development projects• Customer Advocate responsible for individually managing projects on time and budget• Managed projects using traditional/waterfall and Iterative/Agile techniques

Milwaukee, Wisconsin, Us

Led technology discovery and procurement, customer migrations, support and account management of technology acquisition. Hands on with full SDLC, customer relationship management and support. (Java/SQL/Perl/AS400/RPG)

Orlando, Fl, Us

Video processing development for parallel processing architecture. C++Taught proprietary programming to new hires. Full SDLC

Java apps, web and mobile phone development; SQL Server, scripting. Full SDLC. Start-up

Mba, Management Information Systems Concentration

Bachelor Of Science Computer Science, Computer Science