Angela Virgin Email & Phone Number

In a group of friends there's always that one person who plans the annual group trip, somehow finding the perfect spot, delivering favorite drinks upon arrival, and planning excursions for everyone's tastes while also meeting their unique budgets. You guessed it, that's me! And while a trip planner extraordinaire wasn't in the cards for me (although I love to travel), I get to enjoy the same experience as a customer success leader!See working in customer success is very much like planning a fun getaway. I've got different customers with different needs who all want to feel like they're getting the most for their money. It's about making them feel like their itinerary (the customer journey) was created just for them. I want to make sure they get the right food package, the transportation is flawless and that when it's time to plan their next trip, they immediately think of no one else but me. That means product adoption, growth and retention all rolled up into an experience they will never forget!What makes this voyage even better? As the Director of Enterprise Customer Success at Brightcove I get to share it by leading a global team of customer success professionals who are just as passionate as I am about exceeding customer expectations. And that's where the real fun begins - sharing the knowledge and experience of my excursions and empowering my team to take customers on their own journeys. This involves coaching and mentorship, career development and cross team collaboration to set my agents up for success. The results? Leading a team of high performing CSMs to increase year over year growth and retention, while raising product adoption and NPS scores. Happy customers are good for business!You may be able to tell by now that I also like to approach my leadership and planning with creativity and out of the box thinking: we average 90,000 of our precious hours in this wonderful thing called life working, I say why not have fun while doing it?

Listed skills include Mass Communication, Marketing, K 12 Education, Higher Education, and 15 others.