Beth Tracey, Mba Email and Phone Number
As a Customer Success Director, I have spent over 13 years leading healthy customer satisfaction & education departments to serve learners & strategic partners. I have been fortunate to experience all areas of Customer Relations, Account Management, & Student Success functions in the public & private sector, edtech, communications, & nonprofits. My superpowers are growing high-performing customer advocacy teams to scale efforts tied to customer journey mapping, customer onboarding, upselling, cross-selling, relationship management, customer retention, customer renewal, metrics & report tracking, issue resolution, & product education.Over the years, I’ve developed a niche as an empathetic leader, problem-solver, & cross-functional collaborator which helps consistently build creative customer-focused solutions that nurture long-lasting relationships, improve customer experience, & develop talent. I find satisfaction in Customer Success Director & Senior Account Manager roles that allow me to lead and ensure we retain customers, exceed business KPI expectations, & reduce churn rate, and drive growth through consulting.My Specific Areas of expertise include:🚀Customer Success Leadership & Talent Development🔹Lead high-performing teams to exceed revenue expectations and boost NPS.🔹Mentor teams to achieve professional growth, fostering a growth mindset and accountability.🔹Empower individual contributors to tackle retention challenges within a collaborative, supportive culture.🌟Customer Onboarding, Relationship Management & Retention🔹Nurture long-term customer relationships through consistent engagement and understanding of their needs.🔹Optimize customer onboarding through strategic initiatives and agile methodologies.🧠Data-Driven Customer Retention & Insights🔹Implement data-driven strategies to improve customer retention and reduce churn.🔹Develop customer success plans aligned with business goals for targeted outcomes.🔹Streamline reporting processes to enhance operational efficiency.🔹Leverage customer data to provide actionable insights for continuous improvement across teams.❤️Why People Love Working with Me🔹I manage large teams by cultivating a collaborative environment to drive growth and accountability.🔹I ensure exceptional client outcomes by maintaining high standards while prioritizing customer satisfaction and long-term partnerships.Connect with me for expert Customer Success leadership, mentorship, or strategic consulting tailored to drive engagement, retention, and growth.
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Enterprise Customer Success ManagerCventUnited States
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Fractional Customer Success Director (Data-Driven Strategy, Account Management, Problem Solving)Freelance Jan 2024 - PresentUnited StatesSpecialize in customer retention, post-sales engagement, & success management by sustaining strong relationships with customers & enhancing customer success operations.🔹Transform account management processes, improving clarity & performance within 120 days.🔹Facilitate consultations & quarterly business reviews, driving customer retention & satisfaction while upselling.🔹Build & scale Customer Success departments from the ground up by establishing KPIs and reporting tools for continuous improvement.
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Head Of Customer Success & Operations (Project Management, Financial Planning, Marketing, Events)Precipitation Northwest Jan 2024 - PresentPartnered with key stakeholders on cross-functional customer success initiatives, ensuring projects aligned with corporate objectives & were executed within budget, driving customer satisfaction & business outcomes.🔹Recruited, trained, & managed a team of over 120 volunteers, optimizing performance & fostering collaboration to build long-term relationships that improved retention & customer loyalty.🔹Oversaw financial planning & budget management for a $12,000 budget, ensuring all customer-facing initiatives were executed efficiently while remaining within allocated funds.🔹Continuously iterated on customer success strategies based on volunteer & community feedback, enhancing processes to drive higher engagement, improved outcomes, & customer advocacy.🔹Developed & executed comprehensive marketing strategies that increased community & customer engagement, contributing to stronger relationships & participation.🔹Implemented best practices in project & customer success management methodologies, streamlining project execution, enhancing volunteer onboarding, & ensuring a seamless customer experience. -
Senior Director, Customer Success (Onboarding, Relationship Management, Advocacy, Upselling)2U Oct 2022 - Oct 2023United StatesLed & developed a high-performing team of eight Customer Success Managers, overseeing a portfolio of 1,600 customers, & consistently exceeded performance metrics like NPS, retention, & churn reduction.🔹Managed a book of business generating up to $48M ARR, onboarding 70 new customers quarterly, & driving $800K in additional Q4 revenue; successfully co-managed ~ $1B portfolio.🔹Represent the department in leadership & stakeholder meetings, advocating for strategic initiatives & driving operational improvements across team, portfolio, & departmental levels.🔹Implement agile methodologies to optimize customer returns & revenue growth, resulting in a significant Q4 revenue increase of $800K.🔹Organized, created, & facilitated bi-monthly portfolio meetings to focus team efforts on efficiency & best practices resulting in reducing reporting timelines by three weeks & streamlining retention processes.🔹Onboarded 70 new customers quarterly while consistently analyzing feedback & advocating for positive change surrounding the customer experience, achieving a remarkable 20% increase in NPS.🔹Foster a collaborative environment, leading to 88 unexpected customer returns in 2021.🔹Directed customer escalations by providing clear guidance to ensure high customer satisfaction & retention.🔹Create & manage project roadmaps, effectively addressing barriers, and ensuring timely communication with stakeholders.🔹Optimize internal processes, enhancing departmental efficiency & ensuring data integrity in retention metric reporting. -
Director, Customer Success (Customer Retention, Metrics & Performance Tracking, Cross-Selling)2U Apr 2020 - Oct 2022United StatesOversaw a portfolio of approximately 1,000 customers, generating around $25M in ARR, while managing a team of five Customer Success Managers dedicated to guiding the customer journey from onboarding to graduation. This included providing strategic coaching & monitoring key metrics to ensure optimal retention.🔹Cultivated strong relationships by identifying customer goals & developing tailored success plans, driving engagement & achievement resulting in a 15% increase in Net Promoter Score (NPS) over two terms.🔹Led upselling & cross-selling initiatives, resulting in significant account growth & revenue increases; resulting in $2.5M in upsells & cross-sales in multiple partnerships.🔹Served as a key escalation point, resolving issues to maintain high customer satisfaction & long-term partnerships; retained a customer partnership for 10 years producing approximately $25M ARR per year. 🔹Spearheaded onboarding for approximately 30 new customers quarterly, contributing to $5M in ARR.🔹Led weekly meetings with sales, operations, & university partners, ensuring alignment & collaboration through customer insights.🔹Consistently achieved high NPS scores, with an impressive 80 NPS (vs. 60 target), through strategic coaching & customer-centric approaches.🔹Proactively addressed complex customer concerns, utilizing analytical skills to prevent escalations & ensure smooth customer progression.🔹Improved program outcomes by 20% through personalized academic success plans & one-on-one advising.🔹Identified cost-saving opportunities, leading to $2M in savings & recognition for optimizing resources.
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Scrum Master (Pilot) (Agile Leadership, Team Facilitation, Continuous Improvement)2U Jan 2020 - Apr 2020Denver, Colorado, United StatesExecuted the dual role of Senior Student Success Advisor and Scrum Master, steering the Admissions and Student Success teams towards metric-driven sprint goals to enhance customer outcomes.🔹Collaborated with leadership to define strategic sprint goals, effectively motivating and coaching the team to deliver on these objectives, thereby fostering a culture of accountability.🔹Facilitated the pod’s daily operations by orchestrating Agile ceremonies, including sprint planning, daily stand-ups, sprint reviews, and retrospectives, identifying and implementing opportunities for continuous improvement to enhance customer satisfaction and engagement.🔹Delivered ongoing education and training on Agile best practices, significantly improving the team’s effectiveness in driving customer success initiatives and outcomes.
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Senior Manager Customer Success (Customer Journey Management, Onboarding, Team Mentorship)2U Apr 2019 - Apr 2020Denver, CoManaged a portfolio of 200-250 customers, driving retention & contributing to over $5M in Annual Recurring Revenue (ARR) through effective onboarding, strategic coaching, & rigorous performance monitoring.🔹Spearheaded customer journey initiatives that enhanced the overall experience, leading to a 15% increase in Net Promoter Score (NPS) over two terms & consistently surpassing department goals such as achieving NPS 85+.🔹Collaborated with cross-functional stakeholders to optimize customer success outcomes, uncovering $2M in resource savings & facilitating best practice training across teams.🔹Developed & mentored a team of five Customer Success Advisors, implementing targeted intervention strategies to identify & mitigate retention barriers, improving customer satisfaction.🔹Utilized advanced coaching techniques & personalized success plans to resolve complex customer issues, driving a 20% improvement in program outcomes & ensuring a smooth customer experience.
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Manager I & Ii Customer Success (Relationship Management, Retention Strategies, Coaching)2U Nov 2017 - Mar 2019Denver, ColoradoOversaw a portfolio of 200 high-touch customers, consistently exceeding expectations with an impressive Net Promoter Score (NPS) of 80, significantly surpassing the department’s target of 60.🔹Enhanced program outcomes by 20% through strategic coaching and the development of strong, trust-based relationships with clients.🔹Utilized advanced coaching methodologies to design personalized academic success plans, facilitate one-on-one advising sessions, and align program objectives to maximize customer retention.🔹Proactively managed complex customer interactions, employing analytical skills to identify and resolve potential issues, ensuring a smooth and positive customer experience.
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Educator & Customer Success Champion (Relationship Management & Engagement, Collaborative Planning)Baltimore County Public Schools Jun 2014 - Jun 2017Baltimore, Maryland, United StatesImplemented data-driven strategies to track & assess student performance, iterating on approaches to enhance outcomes—paralleling how customer health scores inform adjustments in customer success.🔹Developed customized solutions to address diverse student needs, improving engagement & achievement, much like creating tailored customer success plans to ensure customer satisfaction & goal attainment.🔹Led cross-functional teams to ensure seamless coordination & alignment with key performance indicators (KPIs) related to student progress, similar to ensuring customer retention & success metrics.🔹Collaborated with key stakeholders (students, parents, educators) to standardize outcomes & ensure a consistent learning experience, akin to aligning customer journeys to promote smooth & consistent experiences. -
Contractual Tutor & Customer Success Champion (Relationship Management, Student Interventions)Baltimore County Public Schools Jan 2013 - Jun 2014🔹Collaborated in designing and delivering lessons for diverse K-5 student groups, enhancing educational engagement and ensuring effective learning outcomes.🔹Managed compliance records with state regulations, implementing and updating targeted interventions for students in alignment with 504 Plans, Individualized Education Plans (IEPs), and Behavior Improvement Plans (BIPs) to support academic success.
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Customer Success Coordinator (Customer Communication, Relationship Management)W A Gambrill, Inc. Jul 2011 - Jan 2013Acted as the principal liaison between internal teams & customers, facilitating seamless communication & ensuring the prompt resolution of inquiries, thereby enhancing overall customer satisfaction.🔹Proactively managed customer schedules, meetings, & follow-up tasks, streamlining workflows to boost efficiency & strengthen customer relationships.🔹Led initiatives to optimize website functionality, improving the customer experience & streamlining interactions to support business growth.🔹Oversaw the internal billing & contract tracking systems, ensuring accuracy in invoicing & payment processes, which bolstered customer satisfaction & operational efficiency.
Beth Tracey, Mba Education Details
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Business Administration And Management, General -
Education
Frequently Asked Questions about Beth Tracey, Mba
What company does Beth Tracey, Mba work for?
Beth Tracey, Mba works for Cvent
What is Beth Tracey, Mba's role at the current company?
Beth Tracey, Mba's current role is Enterprise Customer Success Manager.
What schools did Beth Tracey, Mba attend?
Beth Tracey, Mba attended University Of Denver - Daniels College Of Business, Salisbury University.
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Beth Tracey, MBA
Senior Business Systems Analyst | Requirements Gathering | Specification Development | Story Writing | Process Mapping | Agile Software Development | Software Development Lifecycle | Client Relations | Project ManagementBelmar, Nj8insightglobal.net, yahoo.com, angelfire.com, verusinvestments.com, flash.net, yahoo.com, pwc.com, scholastic.com7 +173294XXXXX
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