April Oman work email
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✦ DELIVERING CUSTOMER VALUE FOR GROWTH, RETENTION AND SCALABILITY ✦ I am a transformative and proactive Global Customer Success Executive with a bias towards action, intellectual curiosity and a passion for building customer-centric organizations. I draw upon my keen understanding of the “Why” and “How” of the customer journey, to enact the strategies, processes, technology, and operational mindset that deliver maximum value to customers. My guiding belief is that leadership is a privilege and should inspire a “One Team” environment, in which collaboration, transparency, accountability, balance and innovation are key to supporting evolving business needs, while optimizing the customer experience – the basis of Upsell, Adoption, and Retention. None of this can be achieved without engagement from diverse stakeholders. I thrive on enabling the customer, mentoring, and leading others to continued professional growth, operational efficiencies, and celebrating team successes. Specialties include: Beating Churn | Managing the Unforeseen | Strengthening Customer Relationships | Transforming Cultures | Scaling for Efficiency | Customer Success | Leadership | Strategic Planning | Scaling | Go-to-Market Strategy | Net Promoter Scores | Customer Journey Mapping | Operations | Organizational Transformation | Cross-functional Teams | P&L Management | Segmentation | Analytics | Renewal Management | Customer Retention | Tactical Planning | Product Development | Service Development | Voice of the Customer | Change Management | Organizational Design | Executive-level Presentations | Industry Presentations | Program Management Alignment | Mentoring | Coaching
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Chief Customer OfficerResilinc.AiCalifornia, United States
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Chief Customer OfficerResilinc Jan 2024 - PresentMilpitas, California, Us
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Strategic Advisor: Customer SuccessLabster Dec 2022 - Nov 2023Copenhagen, DkTrusted advisor to CRO on all aspects of Customer Success -
Chief Customer OfficerSift Nov 2021 - Jul 2023San Francisco, California, UsHired to lead Sales Engineering, Implementation, Support Engineering, and Customer Success globally. Scope expanded to include Account Management, Services (revenue generating) and technical industry experts. Established Customer Success strategy, launched Community and CSM for scale, rebuilt Account Management and within one quarter, cross-sell target achieved and within two quarters, renewal backlog closed. Introduced data-driven approach for company-wide Business Reviews and new offerings. Reimagined Executive Sponsor program, enhanced pre to post-sales handoff, and inspired the creation of a Customer Advocacy Program and Customer Adoption Dashboard. Co-sponsored Accelerate Time to Value, Simplify Onboarding, Lead with Value, and Integration Deposit initiatives. -
Senior Vice President - Customer EngagementD2L Sep 2016 - Nov 2021Orchestrated world-class customer engagement teams. Lead post-sales functions comprised of 13 teams, nine of which were revenue generating, including services, customer success, technical account management, support, community, documentation, and administrative management. Key member of executive team, representing D2L to the Board and in customer, prospect, and analyst interactions. Co-sponsored a successful acquisition and contributed to taking D2L public.
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Vice President - Customer EngagementD2L 2016 - 2018Built a 220-person, world-class Customer Engagement team that provided an excellent experience and managed 250 application partners and delivery of seven product areas across four educational segments, globally, in five languages, concurrently. Absorbed CSM (Customer Service Management) from Sales into Customer Engagement, at the request of C-suite. Improved advocacy, adoption, and CSAT through improved customer engagement processes, in turn, resulting in 34 new customer stories, nine videos, and 191 new champions, all in one year.
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Head - Customer SuccessBetterworks 2015 - 2016Menlo Park, Ca, UsLed all post-sales teams, including renewals, during a period in which the organization was undergoing Series B funding. Owned customer preparation for referenceable customers and presented to the Board. Accountable for defining services pricing and packaging and worked with Finance to increase collections. Within eight days, defined new team structure that capitalized on talent and aligned to customer needs. Defined and implemented CSM variable compensation plan. Doubled size of team in five months, working closely with HR on talent profiles, competencies, and scenario-based interview questions to ensure top talent was hired. -
Vice President - Customer SuccessZuora 2013 - 2015Redwood City, California, UsLed the Customer Success Management team focused on retention and identification of upsell of customers for the 500+ account base worldwide. Improved retention, achieving churn <6% of ARR by generating pipeline for upsells, driving customer adoption, and increasing advocacy. Co-created and rolled out the 9 Keys for Subscription Success methodology globally to build internal empathy and foster an understanding of the customer journey. Created and instituted Optimization workshops that were designed to assess and improve adoption. Co-owned Run and Expand PADREPPM reporting methodology to provide transparency on health of business and began preparation of algorithms to proactively identify upsell and churn. -
Senior Director - Self-ServiceZuora 2012 - 2013Redwood City, California, UsLed and resolved critical issues with Self-Service, realizing after a few months that resources were better utilized elsewhere rather than investing $1M+. Recommended abolition of group, which was accepted, and developed operations function for streamlining tool usage and processes.
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Senior Director - Customer ExperienceCornerstone Ondemand 2011 - 2012Santa Monica, Ca, UsLed new Client Experience team focused on global process, tools and technologies, and business intelligence to support client engagement and connection. Launched a Net Promoter System and designed an integrated dashboard that provided a 360-degree view into customers. Reimagined the Reference Program, and enhanced Documentation and Online Help. Helped define a Customer Advisory Board practice. -
Senior Director - It Program ManagementSalesforce.Com 2009 - 2011San Francisco, California, UsLed complex, cross-functional IT and business transformations to improve delivery to internal business units, globally. Built and led team to deliver on applications, infrastructure, global office expansions, and acquisitions for the $85M IT portfolio. Established cross-organizational readiness teams of senior-level executives for multiple initiatives designed to increase adoption of new technologies and reduce risk of cyberattack. -
Director - Technology | Products LearningSalesforce.Com 2008 - 2009San Francisco, California, UsManaged designing and executing learning and development programs for the Talent Lifecycle across Technology and Products. Served as the domain expert in designing enterprisewide competencies, training, and development initiatives with Employee Success. Instituted programs that addressed training, skills gaps, and competency development.
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Director - Program ManagementSalesforce.Com 2006 - 2008San Francisco, California, UsLed operational expertise and process mindset to facilitate building capabilities for customers. Created an engagement model that influenced approach with strategic customers. Pioneered the CSM role, created a governance model, designed a release management process, and established QBRs to manage and grow the Merrill Lynch flagship account, increasing adoption of Salesforce in an environment where there was no mandate to do so. Member of cross-functional team to transform product and technology teams to use Agile development methodology.Earlier career progression:OPERATIONS MANAGER, WOMEN AND CHILDREN’S SERVICES, California Pacific Medical Center, San Francisco Bay AreaSENIOR MANAGER, PROGRAM MANAGEMENT OFFICE, Convergys/DigitalThink, San Francisco Bay AreaPROJECT DIRECTOR, International Survey Research, San Francisco Bay Area
April Oman Skills
April Oman Education Details
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San José State UniversityIndustrial/Organizational Psychology -
University Of California, BerkeleyExecutive Leadership Program
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California State University, FresnoPsychology
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California Polytechnic State University-San Luis ObispoPsychology
Frequently Asked Questions about April Oman
What company does April Oman work for?
April Oman works for Resilinc.ai
What is April Oman's role at the current company?
April Oman's current role is Chief Customer Officer.
What is April Oman's email address?
April Oman's email address is ap****@****d2l.com
What is April Oman's direct phone number?
April Oman's direct phone number is +141529*****
What schools did April Oman attend?
April Oman attended San José State University, University Of California, Berkeley, California State University, Fresno, California Polytechnic State University-San Luis Obispo.
What are some of April Oman's interests?
April Oman has interest in Animal Welfare, Environment, Disaster And Humanitarian Relief, Health.
What skills is April Oman known for?
April Oman has skills like Crm, Enterprise Software, Cross Functional Team Leadership, Program Management, Salesforce.com, Saas, Project Management, Management, Strategy, Cloud Computing, Team Leadership, Leadership.
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