Amy Hughes Email and Phone Number
Customer Operations | Customer Enablement | Product Enablement | SaaS Solutions | Recruitment Marketing | Customer Success | Learning & Development | Talent Acquisition | Vendor Management at
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GoGig
Palm Harbor, FL, US
Amy Hughes's Location
Palm Harbor, Florida, United States, United States
Amy Hughes's Contact Details
Amy Hughes work email
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Amy Hughes personal email
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Amy Hughes phone numbers
About Amy Hughes
As an experienced and strategic executive leader, I enhance customer success and enable functions within technology organizations by implementing comprehensive client-focused practices. During my career, I have utilized a holistic approach, analytical thinking, and effective change management skills to drive efficient processes that improve employee engagement and client retention. Further, I analyze and resolve intricate business challenges in demanding environments to foster team excellence and enhance customer satisfaction. I also employ an authentic and empathetic leadership style to cultivate trust and align teams with organizational objectives, achieving targeted goals. Below is a selection of the top accomplishments from my career with Jobvite:• Delivering 86% customer satisfaction (CSAT) scores, increasing employee engagement rating by 20+ points, and eliminating a backlog of over 800 customer support issues by negotiating the transition to Zendesk support platform; built persuasive use case and illustrated significant potential return on investment to influence decision-maker approval.• Enabling Jobvite to achieve net revenue retention (NRR) of 93% in 2022 despite high team turnover rates by introducing standardized processes that drove consistency and adoption within the client experience.• Pivoting and expanding the company’s enablement team to support internal and external training initiatives, including the launch of a new employee onboarding program; leveraged customer enablement specialists to coach and mentor new employees while continuing to support external client needs.AREAS OF EXPERTISE Customer EnablementCustomer OperationsChange ManagementStakeholder ManagementCross-Functional CollaborationStrategic Planning Customer Success Management
Amy Hughes's Current Company Details
Gogig
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Customer Operations | Customer Enablement | Product Enablement | SaaS Solutions | Recruitment Marketing | Customer Success | Learning & Development | Talent Acquisition | Vendor Management
Palm Harbor, FL, US
Amy Hughes Work Experience Details
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GogigPalm Harbor, Fl, Us
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Vp, EnablementRelode Aug 2023 - PresentBrentwood, Tn, UsOversee all enablement and engagement of contract recruiters. • Transitioned from self-service to comprehensive AI-driven onboarding for cloud recruiters in less than 60 days, introducing advanced training and orientation courses and achieving 84% satisfaction in onboarding. Increased Enablement team efficiency by 64%, allowing for greater direct engagement with cloud recruiters• Boosted Net Promoter Score (NPS) by 27%, elevating it from 55 in Q4 2023 to 70 in Q3 2024.• Achieved a 90% Cloud Satisfaction Rating for support response, enhancing customer satisfaction.• Implemented a Learning Management System to support Healthcare 101 and Relode Recruiter Certifications, achieving 60.5% and 47.3% Completion Rates, respectively, with e-learning average completion rates between 5 and 15%• Created and executed the rollout of the company services model, aligning internal teams on their roles and responsibilities to improve candidate and cloud experiences • Increased recruiter onboarding by 27% year-over-year (YoY), expanding the recruitment network significantly. -
Customer SuccessConverzai Jun 2023 - Aug 2023Seattle, UsConverzAI enables recruiting and staffing teams to realize their revenue potential with easily deployable Voice AI. The ConverzAI Voice AI platform automates candidate screening at scale while maintaining the human touch. For us conversations come before AI and that’s what inspires us to innovate. It’s the engagement experience that matters the most and we ensure that experience is human-like and transparent to sustain meaningful long conversations. Our AI solutions help organizations achieve their revenue potential by scaling human engagement processes while delivering powerful strategic insights that encourage recruiting strategy refinements to help more candidates land the job they desire. -
MemberChief Apr 2022 - Apr 2023New York, Ny, UsI’ve just joined Chief, a private network built to drive more women into positions of power and keep them there. Chief is the only organization specifically designed for the most powerful women executives to strengthen their leadership, magnify their influence, and pave the way to bring others with them. -
Svp, CustomersJobvite May 2022 - Feb 2023Denver, Colorado, UsLed all aspects of customer success and enablement strategy for recruitment and applicant tracking software as a service (SaaS) platform, providing stable operations leadership during a volatile period. Mentored and coached nine direct reports, ensuring the performance of 70 team members across customer success, support, operations, and enablement. Supported upmarket mobility through skills analyses, account reassignment, and launch of employee certification programs. • Neutralized 60,000-hour backlog by restructuring services model to enable self-service implementation for small to medium-sized business (SMB) and lower-end market clients. Overhauled training materials and introduced implementation specialist role to support client launches.• Decreased customer success team turnover by 23% year-over-year in 2022 by collaborating with enterprise leaders to identify opportunities for phased training programs to better support new hire onboarding.• Delivered 86% customer satisfaction (CSAT) scores, increased employee engagement rating by 20+ points, and eliminated backlog of over 800 customer support issues by negotiating Jobvite transition to Zendesk support platform. Built persuasive use case and illustrated significant potential return on investment to influence decision-maker approval.• Enabled Jobvite to achieve net revenue retention (NRR) of 93% in 2022 despite high team turnover rates by introducing standardized processes that drove consistency and adoption within client experience. -
Vp, Customer Enablement/Customer OperationsJobvite Dec 2020 - Jun 2022Denver, Colorado, UsOptimized customer experience, engagement, and product adoption by spearheading evolution of enablement, sales, and operations functions to align with industry best practices. Mentored and coached 6 direct reports, including 2 managers, and fostered inclusive, performance-driven culture to maximize output of 13-person team. Analyzed customer journey, defined critical touchpoints, and aligned internal customer experience goals to drive retention, including proactive development of standard processes, templates, and customer-facing artifacts.• Added customer value and increased opportunities for lead generation by introducing recruitment marketing certification program aligned with Jobvite’s proprietary talent acquisition framework, helping clients to learn about recruitment marketing and increasing product effectiveness.• Oversaw 2021 update of all training materials to support launch of new user interface (UI), including over 1,000 individual pieces of content.
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Sr Director, Customer EnablementJobvite Jul 2020 - Dec 2020Denver, Colorado, UsEnable our revenue and customer-facing teams with the processes, tools and training they need to help close business faster and deliver a superior customer experience.• Customer Training Programs • Clarizen Project Software Admin• Totango Admin (Customer Success)• Skilljar Learning Management System Admin• Program Manager for Product Releases and Customer Communications
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Director, Customer EnablementJobvite Feb 2020 - Jul 2020Denver, Colorado, UsEnable our revenue and customer-facing teams with the processes, tools and training they need to help close business faster and deliver a superior customer experience. Ensure that all staff responsible for customer success are fully trained and have all the skills and resources they need in order to do their jobs. Supporting our customers with the end goal of retaining them. Their end-to-end experience—all the way through the sales cycle and eventually when they become customers—needs to be seamless throughout the entire journey.
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Director, Customer Success & Customer LearningTalemetry Jun 2015 - Feb 2020Richmond, Bc, CaTalemetry® works with your applicant tracking system enabling you to reach candidates quickly using all recruitment marketing and sourcing channels and activities on a single powerful technology platform. Improve candidate experiences, optimize recruiter efficiency, control costs, and measure what works. • Managed vendor selection process and implementation of Skilljar, a Learning Management System. • Re-launched Learn At Talemetry in LMS in under 90 days, updating and converting existing courses into on demand content.• Designed and successfully launched e-Learning program, Learning @ Talemetry, in 90 days with over 30 online training courses led by Talemetry Subject Matter Experts.• Manage Support Help Desk with three Support Specialists• Trusted product adviser to ensure customer’s overall satisfaction with Talemetry product suite• Define operational metrics for Solution Consultants and Support teams• Establish process for measuring customer health score, create cadence for review within team• Drive new business growth through greater advocacy and reference-ability• Define and Optimize Customer Lifecycle and map customer journey while developing listening points in journey (e.g., usage, satisfaction, etc.); Standardize interventions for each point in journey -
Director, Client AdoptionMonster Jan 2013 - Jun 2015Weston, Ma, Us• Collaborated with peers to create Go-to-Market Training content to enable Monster Sales Managers and Representatives. Successfully trained over 400 Sales Representatives through Q2 and Q3 2014 on new innovative products including Monster Twitter Cards, TalentBin, Talent / Cloud CRM, Cloud Search and Career Sites and Applications. • Act as Subject Matter Expert at recruitment conferences regarding all Monster Products and Services, specifically SaaS Solutions such as Cloud Search and Cloud CRM as well as Social Media offerings. • Audit and benchmarking of client’s online digital content to provide recommendations to enhance current strategies; consult with client to develop actionable strategies to improve candidate engagement and build relationships with potential job candidates through targeted media campaigns, including CRM. • Dotted line reporting into Sr. Director of Client Adoption to help oversee team responsible for supporting adoption of Monster Cloud based solutions, Cloud Search (formerly SeeMore) and Cloud CRM. Adoption Program Strategies Include: Training, continual follow-up with client/users, surveys, communication of usage/reporting, desk-to-desk meetings with recruiters/users and competitive incentive programs. -
Director, Strategy ConsultingMonster May 2011 - Jan 2013Weston, Ma, Us• Coach and manage virtual team to impact over $10M in revenue in 2012 through services such as Job Posting Best Practices, Job Posting Content Development, Social Media consulting, and Adoption Programs. Individually contributed over $250K with direct client work.• Develop fee-based Social Media Recruiting consulting services, providing a new revenue stream for sales to drive incremental revenue. • Audit client’s online presence and provide superior insight on how to effectively use social media networks to create candidate engagement and build relationships. Present findings to decision makers, ultimately strengthening the partnership with Monster and uncovering additional revenue opportunities. • Partnered with cross-functional leadership team to address customer performance issues. Engaged with clients such as AT&T, Verizon Wireless, and UPS to analyze solutions results and provide actionable recommendations to improve candidate flow.• Implementation of employer branding best practices with regard to the candidate experience in online recruiting, including: consumer based advertising communications, job application workflows, alternative application methodology, and effective candidate dispositioning.Subject Matter Expert – Monster and Online Recruiting, Social Media Best Practices, Job Posting Best Practices, Career Site Best Practices, Recruiting Best Practices
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Manager, Strategy ConsultingMonster Sep 2008 - May 2011Weston, Ma, Us• Designed and developed consulting content and materials, such as Job Posting Best Practices and Career Site Best Practices, to promote Monster products and services as well as support sales revenue objectives. • Developed new on-boarding process for new employees for Strategy Consulting Team, increasing efficiency and decreasing ramp up period from 6 to 3 months. • Implemented and supported process for regional communication and tracking of resource alignment, keeping sales leaders informed of consulting activity, success stories, and case studies. •vDeveloped pricing for Strategy Consulting services, enabling consistency across sales regions, balancing company objectives and customer satisfaction.• Acted as liaison with other internal departments in order to eliminate multiple of contact, thus streamlining the distribution of information to team.• Worked directly with Monster clients, Fortune 50 to Fortune 1000, to encourage product adoption, drive results from Monster tools, and build customer loyalty.
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Strategy ConsultantMonster Jul 2004 - Sep 2008Weston, Ma, Us• Developed consultative relationships with all levels of recruiting staff with companies such as Dell, Brinker International, and General Dynamics to encourage customer engagement, product adoption, and build customer loyalty. Average account base of clients equaled $8M+.• Consulted with clients to build strategies to introduce demonstrable value in their current recruitment process; made recommendations for the improvement of recruiting practices and employer branding.• Acted as Team Lead for counterparts in to mentor on internal processes, develop client relationships, and execute project strategies.
Amy Hughes Skills
Strategy
Crm
Account Management
Recruiting
Saas
Leadership
Employer Branding
Management
Recruitment Advertising
Internet Recruiting
Social Media
Sales
Applicant Tracking Systems
Sourcing
Consulting
Social Recruiting
Social Media Consulting
Digital Marketing
Program Management
Keyword Generation
Digital Media
Talent Management
Customer Service
Job Descriptions
Social Media Recruiting
Employee Management
Job Posting Best Practices
Management Consulting
Career Site Best Practices
Data Analysis
Team Management
Employee Training
Client Training
Amy Hughes Education Details
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Bowling Green State UniversityPopular Culture
Frequently Asked Questions about Amy Hughes
What company does Amy Hughes work for?
Amy Hughes works for Gogig
What is Amy Hughes's role at the current company?
Amy Hughes's current role is Customer Operations | Customer Enablement | Product Enablement | SaaS Solutions | Recruitment Marketing | Customer Success | Learning & Development | Talent Acquisition | Vendor Management.
What is Amy Hughes's email address?
Amy Hughes's email address is am****@****ter.com
What is Amy Hughes's direct phone number?
Amy Hughes's direct phone number is +160427*****
What schools did Amy Hughes attend?
Amy Hughes attended Bowling Green State University.
What are some of Amy Hughes's interests?
Amy Hughes has interest in Economic Empowerment.
What skills is Amy Hughes known for?
Amy Hughes has skills like Strategy, Crm, Account Management, Recruiting, Saas, Leadership, Employer Branding, Management, Recruitment Advertising, Internet Recruiting, Social Media, Sales.
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