Anjanette Hill Mendoza Email and Phone Number

SheerID’s Identity Marketing Platform enables brands to acquire customers in high-value consumer communities, like students, teachers, the military, first responders, and hundreds of professional groups. Brands simply create a gated, personalized offer for a community and market it through all their usual channels. When customers redeem the offer, SheerID uses 20,000+ authoritative data sources to verify their identity, and then applies the discount directly to their purchase.

To truly be successful in Customer Success and Leadership you need an equal balance of impact on your business, impact with your team members, and impact in the market. At AHM Consulting, we know from our 20+ years of building and scaling Customer Success teams at several successful organizations that where you build the right processes, hire passionate intelligent team members and match that with amazing product and services, you are bound to win. We work from the perspective of the vital few - renewals, growth, and customer loyalty. We will help you build or refine programs around each of our your vital few whether they are comprehensive customer lifecycles based on your goals and customer needs, customer nurture campaigns in the form of emails or individual touches, education and adoption programs complete with webinars and collateral, customer communities, support metrics and plans, sales chat and growth opportunity awareness, CRM implementation, CSAT/Net Promoter programs, and even financial/billing recommendations. You're the voice of the customer in your organization, we can help you implement processes that ensure your voice is heard.

Responsible for the post sales Customer Support and Customer Success experience across DroneDeploy's 5000+ customers. Duties include customer nurture & communication, adoption, awareness, expansion, loyalty and satisfaction, and retention.

Glassdoor is the world's most transparent jobs and recruiting marketplace that is changing how people search for jobs and how companies recruit top talent. For employers, Glassdoor offers recruiting and employer branding solutions to help attract high-quality candidates at a fraction of the cost of other channels.As the VP of Customer Success, all my passions are married in to one - a real love for what we do for job seekers worldwide in matching them to their best positions and for employers in helping them locate the most qualified, productive, passionate team members, the ability to help scale and grow an amazing business and team to do the right things by their customers, and mentoring a team of professionals in Customer Success, Customer Implementation, Online Jobs and B2B Employer Support, Customer Operations and Analytics and all things related to making a customer partnership complete.Some of my accomplishments have been:* Review and assess teams and functions upon entry from the lens of best customer experience and scalability of the business.* After three months of review, re-organize department in to CSM, Customer Enablement (team based CSM approach), Implementation, and B2B Customer Support and Customer Operations - two functions that were not previously in place.* Segment customers and align to Sales partners for maximum account team coverage in most cost effective means possible* Establish processes and procedures for best trackability of team's efforts and better understand of gaps in skill sets, processes, product, and tools.* Scale customer success approach through establishing B2B Customer Support team and Customer Enablement team providing GD employees better defined roles in the customer journey.* Established Cust Ops and Analytics team including Data Analyst, Systems/Tools, and Campaign QA.* Redefined entire team's MBOs effectively taking them from company plan to performance based plan.

Over the last 30 years of industry change, Advent's core mission to help our clients focus on their unique strategies and deliver exceptional investor service has never wavered. With unparalleled precision and ahead-of‐the-curve solutions, we've helped over 4,500 firms in over 60 countries — from established global institutions to small start-up practices – to grow their business and thrive. While Advent traditionally has a history of placing customers at their core, the combination of the Relationship Manager and Technical Account Manager team in to a Global Customer Success Management team was imperative to ensure the best understanding of our customers' business and truly become their business partner. As the leader of this new global team of 35, my duties included:* Assessing skill sets of existing team members and leaders to ensure best fit for the existing positions, re-orging through account segmentation in to Tiers of CSMs and accounts based on customer expectations and growth potential.* Build out the foundation for the Customer Success team inclusive of Charters, Vital Few, Account Segmentation, Engagement Lifecycles, and Success documentation such as Business Review templates.* Implement a Customer Success analytics and workflow management tool that would best assist in providing our customers with consistent, proactive, strategic service (Gainsight).* Prompt new growth through revitalization and creation of programs such as Customer Reference, Services Lead program, and 'Bounty' or new sales identification.* Ensure industry high renewal rates remain as such through strategic engagement with the Customers and increase collaboration with internal Advent teams.* Create and deploy Customer Success best practice training programs delivered at US and Int'l Sales and Services kick offs and in regular weekly sessions.* Developed and rolled out variable metrics aligned to the larger organizations goals of growth, revenue retention and customer loyalty.

Founded in 2004, Hightail was a simple way to send the large attachments that email couldn’t process, but has since grown to offer online sharing, storage and file management capabilities. Today, the company serves more than 40 million registered users across 193 countries and 98 percent of the Fortune 500.Promoted to Sr. Director in Jan 2014 for excellence in program/team development and management, results and exemplifying company values.Acting as the Customer Success leader, my responsibilities include:* Hire and lead a team of CSMs in supporting 2200+ US and Int'l Enterprise customers worth $15M in ARR. * Develop and own the customer engagement lifecycle, team training, cross-functional partnerships and customer nurturing. Effectively increased renewals from 76% to 93% (109% of plan) and deployment/activity by 32+%. Renewal forecasting variance less than 3%. Awarded 2013 Sales Assist award.* Create adoption and lead generation plan effectively increasing land and expand business to 40+% of net new revenue. * Partner with Customer Education and Prod Marketing to develop and revise customer education materials including webinars, collateral, newsletters, and community.* Establish internal operations process to track and plan all adoption activities from pre-sales through renewal, ultimately ensuring visibility and trending of the customer base. Develop retention dashboard for Executive Visibility.* Develop segmented success plans used to effectively scale the business, maximize resources, and keep costs low while maintaining high touch experience.* Institute account planning process to identifies and address customer risk and growth factors (health scores) with Sales, Product, and other cross-functional teams.* Identify tools and vendors to support customer success initiatives such as NPS, nurture marketing, webinars, risk identification, usage, etc.* Partner with Product, Ops, Support, Pro Services, Sales, and Marketing to ensure Customer Success.

Extole was founded in 2009 with a simple mission: To enable brands to harness the power of word of mouth recommendations and emerging social networking platforms. Consistent with this mission, we created “Refer-A-Friend” — a solution that became the industry’s leading referral marketing solution. oday, Extole is the leading Advocacy Management Platform for brands to tap into the power of their customer advocates to drive measurable results through word of mouth marketing.As strategic lead for the Customer Success team my responsibilities include building the team, processes, tools and systems needed to support the customer's end-to-end experience with our services. As part of our comprehensive program the Extole Customer Success team (Launch Managers, Customer Success Managers, Support Team, Client Development Team and Creative Designers/Copywriters) partners with our Sales team to develop and optimize our personalized social media and referral marketing campaigns for our customers, ensuring overall support, optimization and renewal of Extole's services. Extole Customer Success Managers not only help our customers achieve their ROI via traditional marketing measures but provide the value add of coaching them through how to better engage with their customer/fan base to build meaningful long-term relationships.Individual and team accomplishments include:* Quarter over quarter increase in customer retention numbers, growing from mid-70s to mid-90s at departure* Established successful upsell program within existing base resulting in double digit growth* Implementation of SFDC for Customer Success org including dashboards and reports* Restructuring of CS team and creation of direct alignment with Sales organization * Working with Marketing team, secured materials from customers used to further Extole's brand - case studies, quotes, white papers, etc

Mindjet provides personal productivity and collaboration solutions that visually connect ideas, information and people to save time, improve business processes and drive innovation. Acting as the business unit lead for the Customer Success team my duties included:* Develop and implement Customer Success program from ground up. Develop adoption, growth and retention processes, nurture and education programs specific to Mindjet’s perpetual/SaaS products and Software Assurance Plans and hire/train team. Efforts resulted in 40%+ user growth in customer base during 2010. Maintained high retention rate for Software Assurance and Subscription customers via proactive touches and process revisions. Successfully implemented program in EMEA market in Q2'11 with addition of five new CSMs in that region.* Served as Product Lead/CSM for largest Deal Navigator Customer from inception of idea, effectively guiding them through multiple versions of the product and deployment thereof. Successfully supported numerous Enterprise customers as aligned CSM to develop standards and processes appropriate for the customer.* Developed Education program inclusive of daily Sales demo and Customer Nurture webinar series hosted by both industry leaders and customers with average attendance in the hundreds.Promoted to Director Global Customer Success with responsibilities including reactive customer touches, CSAT, program/product launch coordination, SFDC implementation and metric dashboards, Mindjet.com User Community, Products customer feedback process and beta programs. Improved CSAT scores by 10+ points in 12 months via employee coaching, process/policy change and cross-functional team direction.Implemented Sales Associate Chat functionality on Mindjet.com. Included evaluating and implementing vendor solution, hiring/training team, metrics/comp development and process/program optimization. Resulted in monthly six figure revenue that continued to grow during course of program.

Overall direction, strategy and daily runnings of two customer success teams, one stateside and one international responsible for managing retention and growth within the large customer base and assisting in the overall scalability of the ever-growing Cisco WebEx customer base.Achievements: *Grow team and processes from 2800 customers to 27k WebEx and 16k WebExOne customers including multiple product affiliations.*Maintained award winning CSAT scores on each customer interaction.*Forecast retention in $88+M customer base with variance of less than 2%.Projects included planning and co-developing Online Customer Portal, co-building foundation for customer and internal facing Knowledge Base, planning and deploying linked ACD queue environment for domestic and off-shored teams, acting as SME for proprietary CRM used to support Customer Success teams and acting as mentor for other leaders within the international Cisco WebEx teams.

Directed 13+ employees in the functions of a very large securities call center environment. Maintained stellar call center metrics for team including calls per hour, Customer Satisfaction Scoring and Customer Retention. * Secured Series 7, 63 and 24 licenses during short tenure.

Advanced to increasingly responsible positions, culminating in Customer Success management role with oversight for Customer Account Managers as well as Customer and Technical Support Teams. Customer Account Managers responsible for Enterprise to Mid-level customer implementation of Examen solutions, yearly customer loyalty scores, adoption and training of customers as well as customer renewals. Directed up to 20 employees in the reactively and proactively supporting Examen’s customers and their contracted law firms. Selected Contributions:* Consistently exceeded 97% Customer Loyalty scores with existing customers.* Increased Customer Satisfaction scores to +95% via process improvement and employee coaching and mentoring.* Projected Legal Bill Review revenues monthly with variance of less than 3%.* Individually managed large high-value customers to ensure proper account management and company alignment.* Designed and implemented combined Services/Sales process to demonstrate value to LegalPath prospective clients.