Charles Wright Email & Phone Number

Indianapolis, In, Us

Invited by Catalyst's CEO Edward Chiu and COO Kevin Chiu to participate in a private community of 100+ executives from CEOs, VPs of CS/Sales, CROs/CCOs, and more to discuss the future of revenue generation through a more cost-effective and powerful growth engine; your customers.

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions.

Indianapolis, Indiana, United States

Team Management Platform•Acted as Head of CS, reporting to CRO, managing customer success org of 25+ serving SMB/MM customers, responsible for implementation, adoption, retention, expansion, and escalations •Defined quarterly objectives and strategic direction for department•Developed Salesforce dashboards for tracking key metrics, resulting in greater transparency of data and allowing for more informed decisions about future growth strategies •Managed employee onboarding, including enablement materials, training programs, and ongoing support of tools, like Salesforce, while growing 15,000+ account portfolio •Selected and implemented Catalyst, CS Platform, to streamline CSM workflow and effectively manage 40,000 locations Accomplishments: •Helped 2 individuals get promoted through consistent mentorship and training •Surpassed revenue targets 25% by refining sales process, coaching reps, defining ICPs, and strategic customer engagement (Grew ARR from 15M to 25M) •Increased implementation team capacity 3x by adding automation and creating playbooks to increase efficiency and handle issues quickly•Improved work efficiency 50% by implementing weekly 1:1s with coaching and mentoring for remote team •Increased upsell MRR 105% YOY by developing upsell/cross-sell campaigns •Maintained <1% churn with mitigation tactics and customer-centric strategies to foster long-term retention•Implemented new sales motion increasing outbound calling from 5 to 100 calls/week and connect rate of 50%

Indianapolis, Indiana, United States

First-party delivery platform•Managed operations across multiple markets, overseeing $15M in annual revenue •Developed and executed quarterly/yearly strategic plans, including leadership development for 16 direct reports•Oversaw implementation and adoption of hardware and software as new locations come online •Served as voice of the customer to influence and shape product roadmap while analyzing customer data to understand pain points and implement solutions•Built Looker reports and dashboards to analyze customer data and track key performance indicators for teamAccomplishments:•Promoted from Director to Vice President within one year, resulting in expanded scope of responsibility•Implemented strategies to expand existing customers resulting in a revenue increase of 16% YOY •Reduced operating costs 1.5% by collaborating with Product Team to develop inventory management software•Developed a 9-week manager enablement program to set new hires up for success •Achieved 90% CSAT through timely issue resolution and proactive customer engagement•Scaled management bench from 10 to 36 individuals through a combination of internal promotions and external hires•Reduced labor cost 2% by selecting and implementing 7shifts to streamline communication and manage labor •Reduced customer issues 50% by defining new KPI, issues per thousand items shipped, to improve order accuracy

Indianapolis, Indiana, United States

•Oversaw operations of tasting rooms, production kitchen, and all internal events representing $2M+ revenue•Strategized operations and growth plans for the future of Tasting Rooms in response to COVID-19. Worked closely with the marketing team to plan customer engagement events both in person and virtual. Accomplishments •Achieved 92% CSAT by focusing on hospitality standards and guest interaction•Reduced beverage costs 1.3% by implementing TOAST POS inventory functions with real-time inventory management •Decreased labor costs 2.5% through effective use of 7shifts scheduling and timekeeping platform

Indianapolis, Indiana Area

•Advanced from General Manager to Field Leader taking on full responsibility for 14 locations, 28 direct reports, 300 team members, and $18M in revenue •Helped 15 direct reports get promoted through consistent mentorship and training Increased per-location revenue 30% by focusing on guest satisfaction and throughput •Facilitated learning and development courses in the field including Discovering Your Strengths and Leading with Emotional Intelligence

Fishers, Indiana

Indianapolis, Indiana Area

Indianapolis, Indiana Area

Bachelor'S Degree, Business

Activities and Societies: Society for Human Resources Management, Advanced Professionalism Certificate ProgramDelegate on Miller College.

Trailhead Ranger - 151 Badges, Https://Trailblazer.Me/Id/Cewright