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I have more than 12 years of experience in managing people, processes, and technology. I have created multiple CX Organizations, which includes CSM, Customer Marketing, Support, Solutions, Professional Services, and Implementations/Onboarding teams. I’ve continually found my greatest successes have been achieved in the areas of process development and implementation, remote workforce management, and staff training. I am known as a versatile contributor with experience in all core customer service functions, top-flight consensus-building and problem-solving skills, and the ability to make difficult decisions. I use these abilities to educate my teams to utilize an empathy based relationship and building ideology that establishes strong rapport resulting in reduced churn and increased revenue.I excel in defining metrics that drive behaviors to reduce churn and drive revenue, implementation and training, driving product adoption, and maintaining long term customer relationships in Software-as-a-Service (Saas).
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Senior Director Of Customer SuccessGet Inclusive May 2022 - Oct 2024Tampa, Florida, Us -
Head Of Customer SuccessCultivate Dec 2020 - May 2022Temecula, California, Us -
Director Of Customer Success/Enterprise Strategy ManagerReciprocity, Inc Apr 2019 - Dec 2020San Francisco, California, UsTriage of existing workflows, process development to improve efficiency & reduce reactive customer engagement.Ground-up development of enterprise strategy: design, plan for implementation, scalability of the post-sale enterprise experience.Establish myself as a trusted advisor & client advocate to mitigate potential project risks and manage escalations; manage direct execution of “save tactics” for at-risk clients. -
Manager Of Customer SuccessReciprocity, Inc Apr 2019 - Dec 2020San Francisco, California, Us
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Strategic Customer Success Manager/Team LeadAuth0 Sep 2017 - Apr 2019Bellevue, Wa, UsPartner with leaders to ensure the region meets revenue and customer health targets.Act as escalation point for critical escalations, providing guidance and support to customers and internal teams alike.Advocate customer needs/issues across departments, working with other leaders to uncover potential solutions.Own customer escalations, coordinating with internal stakeholders to drive to restoration and resolution.Accountable for account portfolio’s adoption, retention and expansion targets.Work with CSM team to identify and/or develop upsell opportunities within region, responsible for ensuring the team hits assigned targets.Establish executive relationships within key customer accounts.Contribute to create customer programs, deliverables and strategies to drive adoption, expansion and renewals with customers eager to serve as advocates in market.Act as Player/Coach by owning account portfolio while training Customer Success Managers within the company. -
Client Success Manager/ Customer Marketing Manager1-Page Oct 2016 - Sep 2017San Francisco, Ca, UsProject manage phased deployments for Fortune 500 accounts to completion.Develop deep relationships with all of the stakeholders (internal and external). Inspire corporate recruiting teams to think and work differently (better). Tackle various projects related to scaling a state of the art SaaS based Client Services program. Act as the customer diplomat and guide the roadmap of our product and engineer teams. Assist with the renewal process (annual). Create product collateral, including website content, solution briefs, case studies, demonstrations andpresentations. Educate internal teams on our solutions, key messages and terminology, target buyers and competitors Develop messaging and positioning for 1-Page products and services. Hold meaningful business reviews to prove value and return on investment, uncovering opportunities forgrowth and creating strong relationships . Internal advocate for customers, liaising with colleagues in the development, support and QA teams toensure their satisfaction. Engage with our customers via multiple channels; phone, email, marketing, events, webinars. Mitigate churn by implementing strong success plans . Proactively monitor renewal risk factors such as product usage, customer satisfaction, training needs andother activities to proactively engage clients in increasing usage. -
Director Of Customer SuccessShiftplanning Inc./Humanity Jul 2013 - 2016Manage remote Client Success Team of approximately 35 staff, located across multiple countries. Create and document sales processes for onboarding handoff. Oversee post-sale success of customers through onboarding, retention and renewal platforms, with focus on clients of $50 MRR and higher.Successfully upsold $1 million (65%) of B2B clients.Establish 100% of Client Success Team from scratch, including at risk programs that retained 80% of clients from churning. Create and implement processes for escalations team to improve customer satisfaction.Develop and execute cross-department training, which trains up to 100 staff members on client success strategies.Establish return on investment documents and training materials to ensure that customers receive maximum value from their investment.Maintain and document NPS survey tool and Top Box for client interaction surveys.Identify and present customer success factors, metrics for success, issues and problem resolution recommendations to senior management.Act as liaison between product & engineering teams and served as “voice of the customer” feedback to ensure value for solutions.Develop and implement metrics for success and key performance indicators.Partner with product team on solution design.Collaborate with VP of Client Success to design, develop, train and implement processes for the entire company, consisting of 6 teams and divisions outside of Client Success.Created and executed multiple customer programs, such as: Best Practice sessions, Marketing Campaigns and webinars that resulted in attendance rates of 90% and up to 840+ attendees.Assists VP of Client Success and COO in forecasting churn and expansion platforms, where churn was 2.0% or less. Accomplishes a 98% success rate on support related calls.Develops and implements training programs for the top 5 largest clients that totaled approximately $800k ARR.
Ashley Nicholson Skills
Ashley Nicholson Education Details
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York Technical InstituteGeneral
Frequently Asked Questions about Ashley Nicholson
What is Ashley Nicholson's role at the current company?
Ashley Nicholson's current role is Sr. Director of Customer Success at Get Inclusive.
What is Ashley Nicholson's email address?
Ashley Nicholson's email address is as****@****ing.com
What is Ashley Nicholson's direct phone number?
Ashley Nicholson's direct phone number is +141578*****
What schools did Ashley Nicholson attend?
Ashley Nicholson attended York Technical Institute.
What skills is Ashley Nicholson known for?
Ashley Nicholson has skills like Customer Service, Team Building, Leadership, Microsoft Word, Social Networking, Powerpoint, Outlook, Negotiation, Problem Solving, Crm, Microsoft Excel, Leadership Quality.
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