Director Of Client Success
CurrentHead of Customer Success department at Sciolytix/Digital Chalk leading onboarding and support functions with a team of tenured product specialists in both B2B and B2C capacities. Responsible for key company success metrics including NPS, customer retention rate, and onboarding throughput.--Established Account Advocacy (customer retention) program for existing clients to ensure close contact and proactive support --Fully revamped churn data collection, analysis, and reporting cycle --Prepped reporting and metrics for leadership, board, and all-hands meeting for the Customer Success org --Designed new client onboarding program, mapped customer journey, and undertook change management/implementation process --Wrote and created training videos used for client onboarding/training --Worked directly with Sales Director, Marketing Director, CEO, CTO, and CMO on process improvement, company strategy, and providing additional testing of new product features --Implemented weekly client-focused webinar focused on sharing best practices, new product feature demos, and taking Q&A/feedback to gather and incorporate Voice of the Customer into the business --Responsible for monitoring and reporting on NPS and client survey commentary --Revamped and reestablished a streamlined churn survey for outgoing clients, bringing the survey process in-house to proprietary platform --Created process for new business referrals and a current client database for those who opt in to be a business reference --Served as the point of escalation for difficult cases or at-risk accounts --Established and monitored Customer Success departmental KPIs, held weekly 1:1s, and delivered regular reviews
