Ashley Murtha Email & Phone Number

Richmond, Victoria, Au

Richmond, Victoria, Au

London, Gb

San Francisco, Ca, Us

• Led two high performing teams in North America comprised of Commercial and Mid-Market Customer Success Managers, who were responsible for uncovering positive business outcomes and ROI, leading to expansion and retention. • Partnered with customers to deeply understand their business, provide value, and identify areas of opportunities to accomplish their goals and business objectives.• Analyzed logo retention, product/feature adoption, NRR, and NPS data to uncover areas of opportunity, identify risk, and make strategic recommendations.• Identified and implemented process improvement opportunities to increase efficiency and automation.• Served as an Executive Sponsor of select customer relationships.• Acted as a key point of escalation for at-risk customers and coached Customer Success Leaders & Customer Success Managers on risk mitigation strategies.• Collaborated with the product and engineering teams to champion the needs of customers.• Used a data-driven approach to building budget and growth plans.

San Francisco, Ca, Us

• Selected, managed, coached, and mentored a talented, remotely-distributed team of 12 Commercial and Mid-Market Customer Success Managers, responsible for customer retention, growth, and advocacy• Engaged deeply with customers; attending EBRs, facilitating thought leadership, and establishing close relationships with executives.• Delivered best-in-class customer retention and growth metrics.• Worked closely with Marketing on customer advocacy programs.

Austin, Texas, Us

• Led and mentored two high-performing hybrid Customer Success teams, driving excellence in support of Strategic Account Executives and Fortune 1000 customers.• Conducted in-depth analysis of business retention, coverage, product adoption, and CSAT data, providing strategic recommendations and identifying key coaching opportunities.• Streamlined team workflows to ensure adherence to SLA commitments, proactively identifying and addressing process inefficiencies and areas for improvement.• Oversaw client account management, offering expert guidance on campaign optimization, performance enhancement, and metric analysis to maximize client success in online advertising.• Acted as a key escalation point for resolving complex client, sales, technical, and product challenges, ensuring timely and effective issue resolution.• Partnered with Vertical Directors and Senior Sales Directors to drive professional development, foster cross-functional collaboration, and inspire innovation within the team.

Austin, Texas, Us

• Mentored and guided Customer Success Managers, providing strategic advice and support to elevate team performance and client outcomes.• Led targeted training sessions based on emerging trends and skill gaps, ensuring Customer Success Managers were equipped to excel; also facilitated the seamless onboarding of new hires.• Oversaw high-revenue, high-touch accounts with complex technical requirements, ensuring premium service delivery and client satisfaction.• Conducted strategic one-on-one meetings with Customer Success Managers, offering tailored feedback and insights to drive account success and professional growth.• Diagnosed and resolved complex technical challenges, offering expert guidance to Customer Success Managers, clients, and sales teams, ensuring precise and effective solutions.• Collaborated closely with Customer Success leaders to develop and implement individualized career growth plans, fostering continuous development and advancement for Customer Success Managers.

Austin, Texas, Us

• Conducted in-depth metrics analysis and developed tailored reports, empowering clients to visualize performance, track success, and maximize ROI.• Provided comprehensive technical and product support to Staffing, Job Board, and Direct Employer Sales teams, ensuring seamless client operations and maximizing platform utilization.• Acted as a product authority and strategic advisor, driving job seeker traffic and delivering measurable results to optimize client performance.• Proactively monitored and managed client accounts, identifying fluctuations in spend, cost-per-click, and job volume to maintain optimal campaign effectiveness.

Hanover, Maryland, Us

• Engineered and implemented high-impact recruiting strategies to attract and secure top talent, aligning candidate selection with client specifications.• Leveraged data-driven insights to assess application yield, strategically deciding when to amplify outreach through external advertising channels.• Identified and championed the most qualified candidates, delivering top-tier talent that precisely matched client requirements.• Negotiated competitive wage packages and employment terms, ensuring mutually beneficial agreements that attracted and retained top candidates.• Directed and ensured compliance with all pre-employment processes, including rigorous reference checks and comprehensive background/drug screenings.• Led and managed contract employees throughout their assignments, providing guidance and support to ensure successful client engagements.

San Francisco, California, Us

• Conducted in-depth financial analysis of customer profiles, implementing tailored short- and long-term financial strategies to enhance their economic stability.• Optimized debt management by restructuring financial obligations through collateral-based consolidation, reducing clients' financial burdens.• Fostered strong client relationships by delivering customized financial solutions, ensuring personalized support that met individual financial needs.• Led cross-functional collaboration with title companies, insurance firms, appraisers, and settlement agents to streamline processes and ensure seamless financial transactions.