April Oman Email & Phone Number

California, United States

Milpitas, California, Us

Copenhagen, Dk

Trusted advisor to CRO on all aspects of Customer Success

San Francisco, California, Us

Hired 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.

Orchestrated 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.

Built 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.

Menlo Park, Ca, Us

Led 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.

Redwood City, California, Us

Led 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.

Redwood City, California, Us

Led 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.

Santa Monica, Ca, Us

Led 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.

San Francisco, California, Us

Led 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.

San Francisco, California, Us

Managed 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.

San Francisco, California, Us

Led 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

M.S., Industrial/Organizational Psychology

Executive Leadership Program

B.A., Psychology

Psychology