Amy Downs Email and Phone Number
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Authentic, energetic, empathetic leader with 20+ years of experience in enterprise software, known for inspiring teams, operationalizing plans and mobilizing organizations to deliver exceptional business results. Specialized in transforming company cultures to be customer obsessed resulting in world-class growth and retention.Amy helps companies reach their full potential by bringing out the best in people. Working across the entire organization to help employees understand the critical role they play in customers lives and empowering them to do their best work is the key to her success. By helping people believe in themselves and their potential and supporting them along the way, Amy has transformed the amazing companies she has consulted and worked for. Accomplishments:• Managed $1B ARR w/ 140% NRR across EMEA/APJ• Scaled two Global Paas/SaaS companies from $0 to >$150M ARR• Developed strategic accounts & at scale customer success programs, resulting in 99% logo and 171% Net Retention for 2 companies• Ground up builds of 3 successful professional services and 2 customer success organizations• Twice moved NPS from below average (20 and -4) to 65 and 85 respectively• Led Customer-Obsessed on-premise to SaaS transformationSpecialties:- Global Customer Success, Professional Services & Support Executive Leader- P&L Ownership- Customer Obsession Transformations- SaaS/PaaS/UCPaaS/Subscription- World-class retention and Net ARR at scale (Enterprise & SMB)- NPS & Advocacy- Cross-functional team leadership / high EQ - Process engineering, operational excellence/efficiencies- Technology as a key differentiator to drive cost-effective yet exceptional experiences- Direct and Channel GTM
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Founder, CeoCustomer Obsessing Consulting Jun 2019 - PresentStadt Hamburg, DeCustomer 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.
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Vice President Of Customer SuccessShiftmove Jan 2024 - PresentBerlin, Be, De -
Vp Customer Success, Support & Professional Services, Emea & ApjTwilio Inc. Oct 2019 - Oct 2022San Francisco, California, UsWith ~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. -
Cco (Chief Customer Success & Happiness Officer)Lifesize Jun 2014 - May 2019Austin, Tx, UsWorked 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. -
Vice President Customer ExperienceAspect Software Jul 2010 - May 2014Boulder, Colorado, UsResponsible 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. -
Director Of Customer ExperienceAspect Software Jan 2010 - Jun 2010Boulder, Colorado, UsAs 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.
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Sr. Customer Project ManagerAspect Software Sep 2008 - Dec 2009Boulder, Colorado, UsAs 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.
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Customer Engineering Project ManagerAspect Software Mar 2008 - Aug 2008Boulder, Colorado, UsIn 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
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Program/Portfolio ManagerFiserv Jan 2007 - Mar 2008Milwaukee, Wisconsin, UsSpearheaded 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 -
Sr. Project ManagerFiserv Jan 2005 - Dec 2006Milwaukee, 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
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Project ManagerFiserv Jan 2003 - Dec 2004Milwaukee, 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
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Software EngineerFiserv Apr 2002 - Dec 2002Milwaukee, Wisconsin, UsLed 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)
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Software EngineerTeranex Systems Feb 2001 - Oct 2001Orlando, Fl, UsVideo processing development for parallel processing architecture. C++Taught proprietary programming to new hires. Full SDLC -
Software EngineerIntercede Jul 2000 - Feb 2001Java apps, web and mobile phone development; SQL Server, scripting. Full SDLC. Start-up
Amy Downs Skills
Amy Downs Education Details
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University Of Central FloridaManagement Information Systems Concentration -
University Of Central FloridaComputer Science
Frequently Asked Questions about Amy Downs
What company does Amy Downs work for?
Amy Downs works for Customer Obsessing Consulting
What is Amy Downs's role at the current company?
Amy Downs's current role is Founder, CEO Customer Obsessing Consulting (Former Twilio)/CCO.
What is Amy Downs's email address?
Amy Downs's email address is am****@****ize.com
What is Amy Downs's direct phone number?
Amy Downs's direct phone number is +151285*****
What schools did Amy Downs attend?
Amy Downs attended University Of Central Florida, University Of Central Florida.
What are some of Amy Downs's interests?
Amy Downs has interest in Environment, Poverty Alleviation, Science And Technology, Disaster And Humanitarian Relief, Animal Welfare, Arts And Culture, Health.
What skills is Amy Downs known for?
Amy Downs has skills like Enterprise Software, Crm, Saas, Cloud Computing, Strategy, Customer Experience, Cross Functional Team Leadership, Professional Services, Program Management, Pre Sales, Start Ups, Unified Communications.
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