Angela S. Mcduffie, M.Ed, Csm®,Cspo® Email & Phone Number

San Diego, Ca, Us

San Diego, Ca, Us

United States

🧭 Lead a team of Trial Success Managers to ensure the successful implementation and adoption of Lytx's solutions during trial periods.🧭 Develop and execute strategies to drive customer engagement and satisfaction throughout the trial process leading to successful trial conversions.🧭 Collaborate with cross-functional teams to drive process efficiencies, client advocacy, product development, and provide insights to improve trial experiences.🧭 Monitor trial progress and performance metrics, identifying potential risks and implementing mitigation plans.🧭 Provide guidance and support to Trial Success Managers in effectively managing customer expectations and addressing challenges.🧭 Conduct regular performance evaluations and provide coaching and mentoring to enhance team members' skills and professional growth.🧭 Stay updated on industry trends and competitive landscape to proactively identify opportunities for improvement and innovation.

Remote

📈 Served as an intermediary between our customers and internal teams to troubleshoot technical issues and to advocate for enhancements that improve our product and customer results📈 Served as a trusted partner and subject matter expert to key customer stakeholders, establishing deep relationships with new and existing customers, understanding their challenges, and offering strategic guidance to help them meet their goals and maximize their ROI📈 Maintained advanced knowledge of various industry technologies, collaborating across teams to deliver results and create a great customer experience, leading to revenue retention, renewals, and upsells📈 Managed escalation cases involving grievance investigation, policy review, and cross departmental mediation to ensure a timely review and closure of all escalated cases📈 Drove divisional project management while collaborating with 10 cross-departments to improve operational agility, efficiency, and customer retention.📈 Acted as a thought leader in defining success criteria and understand business needs in an ever-changing environment, providing consistent project updates to various stakeholders about strategy, adjustments, and progress

Remote

📚 Oversaw program outreach and communication, delivery and creation of multiple sessions, and post-event follow-up.📚 Provided operational support for program activities, conducted reviews of program activities, ensured that learning outcomes were being met, and evaluated overall program impact on users.📚 Assisted with the creation and implementation of additional program development in alignment with the mission of the department's strategic plan.📚 Curated data collection and reporting for the graduate programs, including user profiles, monthly tracking of customer engagement by partner organizations, and other data as necessary to provide resources to stakeholders.

Remote

💼 Developed and implemented programs to improve the customer experience, including owning the needs of the team, measuring goals, mentoring employees, and contributing to the overall evolution of the technical delivery function.💼 Pioneered and expanded new international sales channels in the USA, Canada, Mexico, the Caribbean, Panama, United Arab Emirates, Japan, Australia, and India. 💼 Generated pipeline leading to closed revenue and quota attainment, building credibility and trust while influencing decisions. 💼 Established new client engagement programs to foster customer success and retention while maintaining a strong strategic corporate business relationship with stakeholders. 💼 Created and delivered B2B and B2C international webinars, seminars, and workshops; mentored key customer accounts on a 1:1 basis to help them overcome U.S. cultural and language barriers.

Remote

🔏 Maintained, developed, and fostered 100 North American corporate sales channels and 1000+ onshore consumer sales channels.🔏 Created and executed B2B and B2C new value propositions, processes, and business plans in the region to increase new customer pipeline in target markets across the USA, Canada, England, Holland, Australia, and New Zealand.🔏 Oversaw key consumer accounts' sales and post-sale lifecycle: needs analysis, the application process, enrollment confirmation, and post-confirmation arrangements.🔏 Worked cross-functionally with client service members and international product owners to drive new projects in agile sales management to deliver streamlined sales conversion results and to provide visibility and feedback on new partner goals to efficiently implement solutions.🔏 Conducted international onsite and online presentations and training in English, Mandarin, and Cantonese to build effective champions with our prospective partners and support our consumers to see the path to successfully rolling out an enterprise-wide education initiative.

San Diego

🏫 Managed divisional operations and consumer customer services to ensure effective coordination, delivery, evaluation, and refinement of customer services across 30 educational institutions in the United States.🏫 Built strategic relationships with 200+ consumer and corporate accounts, creating 5+ new customer services programs covering several domains. 🏫 Developed new vision, mission, guiding principles, and strategic plans to align consumer clients with internal and external partner accounts, internal policies, and operations. 🏫 Delivered staff training across different software platforms such as Google Cloud, Asana, SalesForce, and WeChat Marketing.

Hong Kong

🖊️ Defined and executed territory/account sales plans for assigned geographic territory, met and exceeded sales goals (quotas) through prospecting, qualifying, managing, and closing sales opportunities.🖊️ Managed VAR (Value Added Reseller) channel across the APAC region to provide strategic sales and software support. 🖊️ Maintained productive customer relationships with major accounts in APAC and EMEA regions, establishing new sales opportunities for VAR channel through web lead qualification and software need analysis. 🖊️ Developed software demonstrations and presentations in international workshops, seminars, and trade shows.🖊️ Participated in team-building and company-growth activities including strategy setting, sales training, marketing efforts, and customer care in order to keep abreast of competition, competitive issues, trends, and products.

Master Of Education - Med, Leadership & Policy Studies: Higher Education Administration

Specialization in: 1) Leadership Development 2) Strategic Planning 3) Legal Affairs and Policies 4) Innovation in EdTech 5) Client Success

Ba, International Development

Activities and Societies: UCLA Chinese Students AssociationSpecialization in: 1) Human Resource Development 2) Leadership Development 3).

Professional Certification, Language Interpretation And Translation For Chinese And English

Courses prepare the students for a professional certification as the United States state and federal court interpreter/ translator.