Brittney Pelfrey Email & Phone Number

St. Louis, Mo, Us

Santa Monica, California, Us

Lead the Customer Operations team and oversee the effective support for the Customer Org including data analysis, system administration, customer training content creation, employee enablement and process improvements.Responsible for creating, developing, and initiating programs, processes, and tools to improve operational effectiveness for the post-sale teams at TigerConnect, including Professional Services, Customer Support and Customer Success. Build the operational rigor, process and systems to support our teams and grow the 4000 organization customer base, retaining and growing $73M in ARR.Establish and track key performance indicators (KPIs) related to customer operations, ensuring alignment with company objectives.Build data analysis engine to identify opportunities for improvement and drive customer engagement model strategies. Collaborate with cross-functional teams to deliver technology, process and system upgrades to enhance to customer journey.Drive transformation of the internal technology stack, process standardization and employee enablementRedesigned and deployed Gainsight to the Customer Success team improving insights and adoption of the tool. Deployed all new playbooks, success plans, timeline tracking, CSQl framework, renewal process, and reporting and dashboards.Redesigned and deployed Kantata to the Professional Services team, driving standard project templates and driving visibility into key metrics and operations.Developed the digital touch motion and execute adoption and customer journey playbooks at scale.

Boca Raton, Florida, Us

Drive and Deliver Client and Operational Insights and Analytics:Responsible for client health, risk, and retention reporting and presenting key metrics to executive leadership teams. Improve the effectiveness and efficiency of our Global Client Experience (GCX) organization: Work with the GCX leadership team to develop and evolve a unified strategy and operations, while evangelizing GCX at Anthology and driving a culture of client-centricity. Develop a predictable and scalable client engagement model, utilizing best practices such as health indicators, value moment tracking, intervention playbooks, and success plans.Create a segmentation model that allows for capacity planning/forecasting and better account coverage with prescriptive service tiers.Enhance effectiveness and efficiency through technology by scaling and improving processes and tools by up-leveling GCX systems and workflows.Employee Enablement: Lead a team owning Enablement of Global Services and Support employees with efficient and effective onboarding, continued Prof. development, and internal communication strategy for the department.Client Journey Advocate and Change Management Lead for Internal transformation of technology and process enablement. Anthology’s multi-phase initiative to consolidate and simplify business processes and the systems that support them to increase efficiency and effectiveness throughout the company. Develop and maintain client persona mapping and client journey documentation.Client Support Operations: Operational lead for Global Client Support department, including KPI and Dashboard management reporting, facilitation of leadership strategic initiatives, and training and enablement liaison.

Richmond, Va, Us

Lead the Customer Success Department, including Customer Support, Customer Operations, Customer Success and Customer Training.Responsible for Member Retention and Value Realization: Increasing retention rate and implementing systems, processes, and communication that aim to help KCM grow its active Member base via retaining current Members and growing Lifetime Value. Leading Digital Customer Success programs to drive adoption and value for Members at scale.Understand Member behavior and value achievement by analyzing product usage and engagement data and implement systems, processes, content, and tools for improved Member time to value.Member Training: Own Learning and Development Programs and lead team to develop content and resources for Members. Developed, implemented, and manage the Member Onboarding experience via in-app experience, Member communications and Member training.Member Support: Manage Support team, actively support Members by managing incoming inquiries as well as developing proactive resources to help Members solve challenges.Member Experience: Define and create the ideal Member experience through each step of the customer journey from free trial to renewal and referral.Lead cross-functionally across the company to drive customer success: Work with internal teams to balance, meet and exceed customer expectations and perceptions. Work closely with Product and Engineering teams on the identification and tracking of enhancement requests for future features and functionality.

Charleston, South Carolina, Us

Provide innovative solutions to streamline and automate the business processes of the Customer Success team while offering high-quality and efficient support services (including (but not limited to) data analysis, report writing, process improvements, communications, customer survey and technology support).Ensure that the Customer Success Operation function work as a team and share knowledge, best practices and ensure efficiency while supporting the needs of each horizontal respective department.Identifying common and unique needs and design and implement policies, procedures and tools to meet those needs.Strive to understand our customer’s behaviors through customer data intelligence and utilize those findings to learn and improve the customer’s experience and deliver a “Voice of the Customer” program.Eliminate non-valued added work through automation and work elimination allowing us to grow our scope, coverage and optimize our resources.Lead team of 7 people dedicated to Data Analysis, Process Improvement, Employee Training, Customer Communications, Change Management, Customer Surveys and System and Tool Management. Business Lead in internal transformation initiatives include project planning and strategic operating model recommendations.

Charleston, South Carolina, Us

Develop and implement Business Support Team and Process for Customer Success Department.Manage special projects for operational excellence opportunities.Business Support is responsible for centralizing and managing all non-sales and non-technical related customer questions, analyzing trends in FAQ and developing process improvements to improve efficiency and the customer experience.Project Lead of the development and deployment of a new Customer Portal, including but not limited to managing a cross-functional team for functionality requirements and testing, working with IT on the development and managing the successful deployment and communication strategy.Project Lead for implementation of the Gainsight Customer Success software system, including project road map, data sourcing plans, implementation, on boarding and adoption strategy.Develop and Maintain Customer data intelligence for the business, including managing data analysts, trending customer data, and creating dashboards to monitor customer health.

Charleston, South Carolina, Us

Review and respond to all Net Promoter Score survey responses Determine the appropriate response vehicle and communication based on the quantitative and qualitative responsesTrack all internal and external communication on any customer issuesIdentify and bring in the appropriate resources to resolve any customer concernsDeliver a quarterly report with key learnings and recommendations

Charleston, South Carolina, Us

Prospect new business and initiate product conversations. Develop product pitches and scripts to solicit prospects.Collaborate with team members to share successful ideas, strategies, and resources.Manage all incoming interest in Blackbaud solutions via product chats, internet inquiries, phone inquiries, webinars, and events.Identify and qualify sales-ready leads; cultivate preliminary product interest.Communicate prospect and clients needs; coordinate discovery calls with Blackbaud Account Executives.

Conway, Sc, Us

Establish new and execute existing programs targeted specifically at alumni and/or friends of the University, including but not limited to: social and career networking, job mentoring, community outreach, etc.Update and maintain 18,000 person alumni database (Raiser’s Edge).Report on alumni giving /membership via Raiser’s Edge and eMarketing initiatives via BBNC quarterly to the Board of Directors.Plan and coordinate at least 35 alumni events annually including, but not limited to: annual golf tournament, regional area chapter gatherings, sporting tailgates, receptions, etc.Develop and maintain website utilizing BBNC software.Coordinate and produce all alumni communications including quarterly online newsletter, website, social media, mailings, invitations, and calendar of events.

Conway, Sc, Us

Instruct first-year students in semester long class, to develop creative and critical thinking skills, information literacy, and the personal and social skills needed to transition from high school to the University setting.Teach the fundamentals of marketing and marketing plan implementation.Model professionalism and leadership skills in the University and community settings.

Conway, Sc, Us

Actively recruit prospective students to the University.Counsel students and parents on educational and student life issues.Market the University to High School students in the territory consisting of South Carolina, Massachusetts and New YorkEvaluate academic credentials of applicants and determine admissibility.

Master Of Business Administration

Bachelor Of Science, Business Administration; Marketing