Celeste Lay Email & Phone Number

Brush Prairie, Wa, Us

LeadSimple serves as the top CRM, workflow automation, and shared inbox software for property managers and real estate professionals, designed to bring order to small businesses. Entrusted with the mission to ensure that every customer's journey with LeadSimple is marked by success. Leading a dynamic team responsible for onboarding, support, success, and professional services, working tirelessly to "own the outcome" for our customers. From streamlining support processes to architecting efficient paid engagements, committed to optimizing every facet of the customer experience. Cross-functional collaboration, continuous improvement, and financial acumen are integral to the approach striving to foster a core value of Customer Obsession across the company.Accomplishments:- Created from scratch a customer outcomes function introducing account management, providing focus on account growth and health, product adoption, and teeing up professional services revenue opportunities through billable relationship management and support.- Built an at-risk outreach process to connect with NPS detractors and low engagement customers creating awareness of available resources, increasing adoption, realigning for success, and mitigating churn.- Shortened deployment time from 12 to 8 weeks by simplifying and standardizing implementations while rebuilding and onboarding 50% of the team, setting the department up for future implementation tiering, introducing a level of predictability, while also mitigating the risk of limited capacity.- Decreased support response time from 4:30 to 1:20 and resolution time from 7:30 to 3:10 while handling a 37% increase in weekly tickets through introducing support tiering, improving advanced user experience, categorizing care versus technical issues, and increasing agent productivity.

San Luis Obispo, California, Us

Mindbody is a cloud-based business management software company for the wellness services industry, serving ~35 million consumers located in 130 countries & territories. Overall responsibility for the actions and performance of the Digital Customer Experience, Customer Success, and Managed Services teams at Mindbody, leading the teams to develop strategies to promote software adoption, drive customer satisfaction, develop customer action plans to meet business goals, remediate dissatisfied customers, increase customers under contract and contract renewals, and deliver technical consulting services. Also partnered with other Mindbody leaders in Sales, Revenue Operations, Implementation, and Support to create and deliver a seamless customer experience.Accomplishments:- Launched Services account management processes elevating the team’s behavior from reactive to predictive directly increasing retention, CSAT, and NPS; all in close collaboration with Sales leadership- Restructured Success organization to maximize customer reach without increasing spend by shifting from expensive 1:1 long-term relationship model to a blended queue-based structure enabling shorter more impactful engagements- Enabled scaling Digital Customer Experience with world-class results – including onboarding, product adoption and best practice digital journeys- Implemented and grew BPO offshore teams for both Success and Services to increase customer-facing capacity, while transitioning lower value and repetitive tasks offshore resulting in increased revenue

Mountain View, California, Us

Udacity’s mission is to train the world’s workforce in the careers of the future partnering with leading technology companies to learn how technology is transforming industries, and teaching the critical tech skills that companies are looking for in their workforce. Corporate customers look to Udacity to equip their employees with vital skills in data science, machine learning, artificial intelligence, cloud computing, and autonomous systems that companies need to compete in the digital economy. Responsible for protecting and nurturing customer relationships while leading the growing teams of customer success managers to ensure customers achieved digital talent transformation outcomes. Accomplishments:- Mitigated attrition, established new management, attracted talent, and fostered team culture, while doubling team size in less than six months.- Deployed redesigned post-sale engagement process, at-risk playbook, account segmentation, and professional services portfolio throughout 50 enterprise clients.- Partnered with sales to retain and grow $24M in annual recurring revenue by 41%.

Austin, Tx, Us

Civitas Learning is a mission-driven EdTech late-stage start-up that supplies colleges and universities with AI/ML-based predictive modeling they can leverage to understand enrollment and persistence challenges and improve student success. Civitas has built a social impact SaaS business that's helping students around the world.Led strategic planning for and directly managed all stages of the customer experience - from the initial contract execution, to ensuring a quick and efficient implementation, to the achievement of milestones through training and consulting services, to the ongoing day to day support and generation of compelling quantified results - all focused on delivering a successful customer journey.Accomplishments:- Refocused CX organizational attention onto supporting 275+ existing institutional customers and retaining and growing $26M in annual recurring revenue. - Introduced standardized processes for contract renewals, executive business reviews, executive outreach, standing customer meeting agendas, and support ticket management.- Stabilized organization, up-leveled leadership, rebuilt talent, and fostered team culture in pandemic with regularly scheduled virtual engagements both within teams and cross-functionally.- Championed the introduction of Diversity, Equity, and Inclusion into company culture.

Norwalk, Connecticut, Us

Directed $39M Outsourcing Services business unit serving 15 of the largest Texas state agencies. Led budget estimating and resource allocation to meet revenue goals and cost projections. Oversaw all operations including P&L, sales, service delivery, IT, HR, and facilities. Managed 124-person cross-functional team, cultivated executive-level client relationships, and ensured performance of service level agreements. Accomplishments:- Grew year-over-year gross profit by 13% and secured $120M in total contract life renewal for one of Xerox’s top 50 global accounts.- Achieved 113% balanced sales revenue (Gross Profit, Annuity Revenue, Sales Revenue), ranking 1st nationally (2015).- Viewed as client advocate, both by the corporation and the customer, ensuring all commitments were continually met and aligned with the customer’s goals.- Drove multi–million-dollar expansion in technology and services sales for Xeroxin large Southwest territory.- Ranked #1 Client Operations Director in the U.S. (2015).

Norwalk, Connecticut, Us

Directed top-level sales strategy and account management for 500+ public sector accounts. Managed executive-level customer care, contract negotiation, legal compliance, field sales, go-to-market partners, and service plan delivery.Accomplishments:- Successfully negotiated statewide service contract vehicle used by all government sales channels in Texas.- Developed communication strategies for Texas public sector initiatives in R&D, environmental sustainability, employee diversity, and community involvement program.- Maintained executive-level relationships across all government segments throughout the state.- Ranked #1 Public Sector Account General Manager in the U.S. (2010 and 2011).

Norwalk, Connecticut, Us

Led new business development in Texas and Oklahoma territories. Managed complex business solution sales, cultivated top-level relationships, and directed internal and 3rd-party cross- functional sales teams. Accomplishments:- Generated $2M+ in net-new monthly annuity across multiple public sector markets including state agencies, local governments, and education.- Ranked #1 Business Development Executive in the U.S. (2004 and 2006).

Norwalk, Connecticut, Us

Sold high-end Xerox office technology, business software, and document imaging solutions. Performed all levels of sales process from cold-calling and prospecting, through marketing and presentation, to the implementation and management of customer accounts. Worked with clients and strategic business partners to create effective, synergistic solutions.

Norwalk, Connecticut, Us

Sold, implemented, and managed end-to-end document solutions for Manhattan territory. Developed marketing strategies, created and conducted executive-level presentations, and managed customer care.