Anne Cooper Email & Phone Number

Hopkins, Mn, Us

United States

Minneapolis, Minnesota, United States

I am honored to be leading our amazing Global Customer Care team here at Board that includes the following teams/functions: Product Support, Premium Solutions Support, Academy (Training), Online Community, and many other interlocking functions. In addition, I oversee our talented Operations team that include Partner Success, Professional Service, Customer Success Field, and all Care teams.Our goal within Customer Care is to ensure a flawless post-sale experience that increases customer usage, adoption, expansion, and most importantly acts as a very loud and proactive amplifier to the voice of our Customers.We are constantly collaborating internally with our partners in the field (Customer Success and Sales) as well as Product and Engineering to improve our Platform to ensure our Customers are getting the most out of our Solutions. Externally, we have the privilege of working with Customers and Partners daily to further our relationship and help overcome any obstacles to usage and adoption with Board.After 20+ years working in software and technology, the only thing I know for sure is that there will always be issues and room for improvement. While we can't eradicate all issues, we can make sure that we are constantly improving while always be honest, transparent, and a true partner to our customers. Yes, it is a bit corny, but in Customer Care we truly Care about our Customers and their success!

As an Executive Consultant, I had the privilege to work with the Talk Walker ELT to design and execute a strategy around the post-sales customer experience. Specifically in the areas of Online Communities, Product Support, Training and Enablement, and many surrounding processes and procedures.

Greater Minneapolis-St. Paul Area

As the Vice President of Customer Care at Anaplan I collaborate closely with our customers, partners, Customer Success, Product and Engineering teams to deliver stellar customer experiences and sustain the highest customer satisfaction scores in the industry. While Anaplan is a global company, our Customer Care organization is based in Minneapolis. The Customer Care team includes our ever growing teams of Frontline Support, Technical Support, Field Enablement and Training, Community and New Product/Services teams to bring to life our vision for Customer Care.Responsibilities within the role include, but are not limited to:Inspire, hire and develop a team of talented individuals in Minneapolis and other key locationsStrategic and tactical operations for Customer Care to enhance the growth and success of AnaplanDeliver world-class experiences within online communities, training, technical support, and all other components of customer carePropagate the use of the Anaplan community across our ecosystemWork with our enablement teams to build out and communicate a scalable and comprehensive Product Certification ProgramWork closely with our Customer Success Field agents to effectively manage customer experience at every stage of the customer and partner lifecycleManage and maintain the tools and processes to track key metrics that define the health of our customersWork closely with our Product and Customer Success teams to ensure up-to-date communications on the Anaplan platform, including our regular release updates.Identify the need for, define, and lead other process and tool improvement initiatives that will help to further strengthen our customer experience.

Greater Minneapolis-St. Paul Area

Responsible for developing highly productive, long-term relationships with internal and external business partners. This includes owning all aspects of the client relationship including business planning, design and deployment of solutions tailored to client requirements, contractual reviews, and day-to-day program operations and reporting.Drives and owns creation, execution, and analysis of quarterly and annual sales forecasts in partnership with the client merchandising and/or sales team to constantly ensure service offers are delivering the expected value to customers and driving the sales and marketing objectives.Additional responsibilities include:o Driving innovation into the program through new services and improvement of existing services o Implementing merchandising, promotion and marketing activities to achieve targeted sales volumeso Partnering on associate training initiatives to communicate value propositions and sales strategyo Reconciling merchandising/sales requirements, platform capabilities and service tasks to ensure programs and offers can be executed by the field. o Analyzing results to optimize forward-looking sales projectionso Working closely with internal and external cross-functional teams to ensure consistent program execution and a high-quality customer experience o Defining operational processes to create a seamless partner and end-customer experienceo Coordinating program updates with internal teams including Operations, Product Support, Accounting, Legal, and Engineering to ensure operational readiness to meet client deadlines.o Validating all program-related process definitions and associate training/communications.

Greater Minneapolis-St. Paul Area

• Responsible for in-home, online, phone, and in-store strategy and operations for one of Best Buy’s largest membership programs (Tech Support)• Named PC Magazine Best Tech Support provider 2011, 2012 & 2014• Overall P&L and managerial responsibility for fulfillment across all channels • Manage all functions surrounding the channels including customer experience design, reporting/analytics/insights, quality assurance, operations, and end to end experience delivery -Includes chat, voice, in-home, and in-store components• Directly manage the labor and execution across for all online and in-home support/repairs (~2000 employees and an outsourced vendor partner• Created strategic roadmap to expand and improve the capability, model, services, and operations of the online/remote channel. • Responsible for enterprise strategy and growth for online and in-home channel as well as the operations and fulfillment of Tech Support membership• Experienced triple digit growth in traffic and usage for three straight years while maintaining the highest customer experience rating in the company with a NPS score of 88 (world class rating)• Manage vendor relationships for both labor and IT/platform capacities-Includes contracts, RFPs, SLAs, etc.• Demonstrated strong partnership across merchant teams, finance, IT, marketing, and other internal teams to ensure execution of initiatives• Despite my large organization, employee engagement scores constantly outpace the company average each year- 2012, 2013 and 2014 results showing 89-90% employee engagement

Richfield, Minnesota

•Customer experience design and program responsibilities for all Phone Channel product sales, services sales, and support through 800-GEEKSQUAD and 888-BESTBUY•Responsible for enterprise contact center sales strategy via bridging with all merchant, services, and marketing teams for consistent multichannel execution•11%+ sales growth year over year for 3 years, outperforming stores and web comps•Created internal marketing content/pieces to educate enterprise on channel value•Key marketing and capabilities point of contact for enterprise strategies involving 800-GEEKSQUAD and 888-BESTBUY (including “chat” on geeksquad.com and bestbuy.com)•Developed and implemented new phone marketing/sales initiatives including “Black Monday” (now called Early Access) event, Personal Shopper value proposition, and “Ask an Agent” program.

Greater Minneapolis-St. Paul Area

•Responsible for merchant relationships and growth of 40%+ over 5 years (Loyalty Marketing) •Managed team supporting the operation and marketing of each client account/program including: budgeting, project management, strategic marketing, and execution•Assessed competition, analyzed customer needs, and identified new opportunities for merchants, clients, and Carlson Marketing teams to increase portfolio revenue•Manages multiple programs across acquisition, usage, and retention campaign types for issuing banks, Visa (as an associate) and retailers•Managed contracts, RFIs/RFPs, Issuing Banks, and Carlson Marketing as it related to Visa, including consumer and B2B loyalty initiatives•Utilized Visa Data Track and other data systems to customize programs and offers across Visa cardholders oDelivered customized communications (emails, mailers, websites, etc.) to cardholders based on targeted demographics•Two time recipient of the “Visa Star Award” (highest recognition given by Visa Inc.) for outstanding work in Program Management/Client Services)

Mba, Marketing And Brand Management

MBA with a concentration in Marketing and Brand Management

Bachelor Of Business Administration (B.B.A.), Marketing