Andrew Thiermann Email & Phone Number

Chicago, Illinois, US

Santa Clara, California, US

Chicago, Illinois, US

• Successfully grew team by 4x and moved from generalist model into specialized departments focused on Implementation, Customer Success and Support.
• Created and installed an implementation methodology improving delivery time.
• Implemented numerous Customer Success initiatives including NPS, Customer and Feature playbooks and customer reference process.
• Maintained less than 5% churn while managing significant growth.
• Scaled departments to support significant growth in projects and customers supported while continuing employee development and increasing engagement.
• Partnered with Product team to ensure roadmap aligned with customer goals and needs.

Chicago, IL, US

• Built a Customer Success organization from the ground up including Customer Enablement, Training, and Support.
• Pivoted team methodology and capabilities to support company’s shift from SMB to Enterprise.
• Scaled team and processes from no structure to a set methodology focused on customer goals and growth potential.
• Developed and launched global Catalytic certification program, focused on user engagement, advocacy, revenue growth and retention.
• Enabled customers in EMEA and NA, shifting delivery based on customer and cultural needs.

Waldorf, DE

• Managed the strategic goals and initiatives of some of Fieldglass’ most critical clients based on revenue as well as spend through the system.
• Consulted with Fortune 100-500 clients to ensure seamless integration, implementation and expansion with the Fieldglass tool.
• Served as client sponsor and governance team lead on implementations to clear roadblocks, resolve escalated issues and ensure project teams can complete tasks effectively.
• Developed an Account Services methodology to ensure a best in class team for client support at all levels.
• Responsible for ensuring the strategic direction of Professional Services goals within the Fieldglass application through partnership with Product Management.
• Managed and developed a team of Strategic Operations Consultants and Business Analysts.

Waldorf, DE

• Consulted and managed a portfolio of over 35 clients in the US, EMEA and APAC.
• Worked with Fortune 500 clients to expand into new geographic regions incorporating regional business requirements.
• Followed a defined internal standard methodology for assessing, scoping and implementing projects.
• Managed integration implementations and modifications between Fieldglass and various systems (Peoplesoft, Oracle, SAP, Ariba).
• Consulted and advised clients through quarterly business reviews, encouraging program development that will meet client strategic goals and long-term maturity.
• Worked directly with Product Management and Development to manage application and integration enhancements.

Waldorf, DE

• Served as application SME for both internal and external clients.
• Analyzed current business structures of existing clients and advised on improving their current workings within the application.
• Facilitated client facing meetings to gather requirements, advise on best practices, drive change management, complete testing and conduct training.
• Used SQL queries on the Fieldglass database to investigate and resolve technical issues.
• Implemented expansions and redesigns for existing clients.
• Manage client expectations through measured project goals.

Waldorf, DE

• Managed implementation of new clients into the Fieldglass application using standard project management methodologies and processes.
• Lead client facing meetings to evaluate and document program business requirements, leverage best practices and meet client business goals and objectives.
• Managed vendor relationships through client facing consulting to ensure appropriate understanding and successful utilization of the Fieldglass tool.

Waldorf, DE

• Managed a wide variety of client application and program challenges through client facing consultation, managing issues from creation through resolution.
• Consulted with client-side system administrators and implemented improvements with the goal of improving process efficiencies and user satisfaction in the Fieldglass tool.
• Became the liaison to high maintenance clients.

Paris, Paris, FR

• Managed sponsors for a major international event; OECD Forum.
• Created content, managed and updated OECD Forum Website as well as the OECD Public Affairs and Civil Society/Parliamentarian websites.

Paris, Paris, FR