Suzanne Chartol Email and Phone Number
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Innovative and visionary Enterprise Customer Success leader with 20+ years of experience. Delivers SaaS technology and business solutions that drive improvements in client productivity and cost reduction, capitalizing on a solid early foundation of Financial Leadership at Fannie Mae and CEB/Gartner. In my leadership roles, I establish the long-term strategic direction of the CS function while cultivating and nurturing relationships with senior client leaders and key stakeholders. My success has been in building an inclusive culture for staff and partners that support the customer's journey to success. As a thought leader, I design new operating models for CS that integrate strategy, metrics, and best practices to redefine the customer experience. I dramatically improves internal operations and profitability, focusing on customer health, revenue growth, and client retention metrics. I’m proud to be an Award-winning Executive with an MBA and completion of KPMG’s Executive Leadership Institute for Women. Performance Spotlight: Among many signature accomplishments for Sendbird, I championed a CS transformation that achieved dramatic OKR and ARR results and resulted in winning the prestigious Gainsight Gamechanger Vendor Award. CUSTOMER SUCCESS LEADERSHIP AND KNOWLEDGE AREAS • Global Customer Success Management • Leadership • SaaS Technology• Operational Management • High-Growth Clients • Customer Experience • Complex Program Management • CS Model Development • Stakeholder Advisory• Client Value Realization • Coach/Trainer/Mentor • TCO • Continuous Process Improvement • Client Retention Strategy • Cloud/SaaS Platforms • Service Portfolio Management • Business Transformation • Managed Service ADDITIONAL AWARDS: Recognized with the Finance and Strategy Division Spirit of Generosity Award at CEBMEMBERSHIP AND AFFILIATIONS: Managed the IT COST Commission that tackled Federal IT Transparency • CEB’s ServiceCorps, led the development of a mentor sourcing plan for Build Metro DCLANGUAGE: English and Fluent In French
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Vice President, Customer ExperienceCoras Sep 2024 - PresentMclean, Va, Us
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Vp Customer ExperienceCube Oct 2023 - Aug 2024New York, New York, Us -
Global Head Of Customer ExperienceSendbird Apr 2022 - Oct 2023San Mateo, California, UsPromoted in 2022 for outstanding performance as a software company's thought leader and people leader with an in-app mobile communications platform. I oversee 40 staff, including the Customer Experience team that includes the CS team and Technical Services across the US, London, Singapore, Seoul, and India. Matrix oversight for CX Enablement Manager and CX Ops. My leadership provides strategic direction that matured a new team from ad-hoc to data- and process-driven performance. Global CS Transformation📌Embraced the Gainsight platform to address critical focus areas aligned with our strategic plans, including Visibility, Retention, Adoption, Experience, Efficiency, and Expansion. Exceeded annual OKR within the first quarter of having a customer success plan for more than 75% of customer ARR.Multi-Phased Programmatic Success📌Executed a Phase 1 CX Roadmap that delivered dramatic results. Mitigated 60 risks in the first six months, improved risk forecasting to be 3X earlier than previously captured, facilitated impactful monthly top 20 client reviews, documented 85 value stories, and illuminated drivers that improved NPS scores, achieving a 12.5% positive gain.📌Spearheaded a Phase 2 plan that merged Sales and CX plans, capturing customer use cases and data. Improved CSAT results by implementing Vertical/Use Case specific playbooks, identifying key processes and drivers of Customer Health, and refining the client onboarding process.📌Co-founded a product council. This initiative helped leadership, and our teams understand client usage rates on advanced program features, which drove the stickiness of our program and reduced the risk of losing clients to competitors.Employee Engagement and Career Training📌Delivered employee engagement score of 81% positive, 9.5% above the company average. -
Global Head Of Customer SuccessSendbird Nov 2021 - Apr 2022San Mateo, California, Us
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Senior Director, Customer SuccessApptio Nov 2020 - Nov 2021Bellevue, Wa, UsPromoted to run all of CS Americas, including TAMs, CSMs, and Advisors, totaling about 50 staff. Apptio sells a cloud-based product that provides Technology Business Management to determine where cost savings are possible in enterprises with over $1B in IT spending and small companies. Notable Accomplishments📌Achieved the SuperStar award in 2020 for the new and highly successful Retention Framework that assessed implementations on value and impact, not just "usage" or relationship. Impacted strategy by informing Executive Management on issues leading to churn and became a central part of Account Review.📌Selected to address the most complex customer issues and saved many customers from leaving the program. -
Director, Customer Success, East EnterpriseApptio Aug 2019 - Nov 2021Bellevue, Wa, UsNotable Accomplishments📌Co-developed a new Retention Framework that identified account risk and levers to increase product stickiness.
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Director, Customer Success Public SectorApptio Jan 2018 - Aug 2019Bellevue, Wa, UsStood up a Public Sector Customer Success and PS practice for federal, state, local government, and higher Ed. Notable Accomplishments📌Led the deployment and adoption team focused on creating successful outcomes for public sector customers.
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Customer Success AdvisorApptio Aug 2015 - Aug 2019Bellevue, Wa, UsWorked with IT and Finance executives within our Fortune 100 clients to develop and maintain a high level of customer satisfaction and ensure each customer realizes full value from their investment with Apptio. Notable Accomplishments📌2017 winner of the "Wrench Award", presented by Chief Revenue Officer for support and value added to the Sales team.📌Outperformed contract value and customer success target to be named Customer Success’s Most Valuable Player (MVP) for 2016.📌Advised CIOs and IT Leaders on TBM Adoption to ensure each customer realized value from their investment with Apptio.📌Collaborated with the TBM Council to provide thought leadership and capture/share TBM best practices
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Director Federal Program And It Cost CommissionTechnology Business Management Council Aug 2015 - Jul 2017Bellevue, Wa, UsThe Federal IT COST Commission is the first-ever joint public/private sector initiative focused on maximizing the value of the government’s technology investments through transparency into spending. This initiative aimed at leveraging private sector best practices in technology cost management and applying them to the Federal setting to ensure taxpayer money is being used as efficiently as possible. -
Director, Cost And Performance ManagementFannie Mae Jan 2012 - Jul 2015Washington, District Of Columbia, UsImplemented the principles of Technology Business Management for the Operations and Technology division.Notable Accomplishments📌Successfully implemented a service-based cost allocation and reporting capability leveraging principles of activity-based-costing to create transparency of Operations and Technology costs, understand total cost of ownership of IT assets to improve funding decisions, and generate a "showback" invoice to business stakeholders in order to demonstrate impact of decisions. 📌Developed a performance metrics program centered around the four pillars of the divisional goals to drive accountability on the most important measures of success.📌Led the implementation of an automated reporting capability via a Datamart to create a single source for metrics reporting in the division, reducing manual effort, but more importantly, increasing confidence in the output.📌Ran a successful pilot to link technology assets and costs to the business capabilities framework to understand profitability per transaction, inform strategic decision-making, and track the results of transformation over time.📌Principle member of the Technology Business Council and finalist for the Technology Business Management Award. -
Senior Director, ResearchCorporate Executive Board, Finance Leadership Exchange Jan 2010 - Jan 2012Arlington, Va, UsWith P&L responsibility, led the product team that served CFOs and their teams of mid-size companies (with revenues up to $2 billion). Direct responsibility for product creation with matrix management of revenue team. Clients included Zynga, Peet’s Coffee, Airline Reporting Company, and eHealth.Notable Accomplishments📌Increased 2011 contract value by more than 20%.📌Conceived of and implemented an analytical model to understand which members may be at risk and enable proactive outreach, thereby leveraging limited resources more effectively.📌Developed and deployed a Freshman onboarding strategy and that enabled the program to meet an aggressive 2010 renewal rate goal. -
Productivity DirectorCorporate Executive Board, Finance Leadership Exchange Mar 2009 - Jan 2010Arlington, Va, UsLed process efficiency improvements within the Finance Practice.Notable Accomplishments📌Modified processes to save the division more than $1 million in annual operating expenses.
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Project ManagerCorporate Executive Board, Finance Leadership Exchange Apr 2006 - Mar 2009Arlington, Va, UsProject Manager for the Treasury Leadership Roundtable:Areas of Contribution📌Capital Structure📌Cash Deployment Strategies📌Cash Forecasting Process Improvements📌Working Capital Improvements📌Managing Bank Relationships📌Managing Ratings Agency Relationships📌Enterprise Risk Management
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ControllerBp - Innovene / Ineos Jan 2005 - Mar 2006London, England, GbMember of Site Leadership Team. Innovene was a fully owned subsidiary of BP, and then Ineos. Chocolate Bayou is the largest Innovene site in North America.Notable Accomplishments📌Improved the internal control process at the site to eliminate gaps. Co-led an audit on the capital execution process in order to identify potential internal control gaps. Implemented recommendations.📌Successfully transitioned site’s cost structure to increase accountability and transparency.📌Consolidated the team to increase efficiency and decrease headcount.📌Successfully led site’s separation from BP, including an SAP system conversion. -
Finance And Procurement ManagerBp - Innovene / Ineos Apr 2003 - Dec 2004London, England, GbMember of Site Leadership Team. Finance and Procurement Manager, BP Chemicals, Port Lavaca, Texas. Notable Accomplishments📌Consolidated Finance and Procurement groups to increase the overall efficiency of the team by eliminating a contract position while increasing output.📌Implemented Essbase as the primary forecasting and budgeting tool. Instituted a formal review process from a once-a-year budgeting process to a monthly review process to ensure greater accountability by budget owners and to provide a means for identification of potential cost reductions.📌Improved the processes and communication between Procurement and other groups in the plant to maximize overall efficiency of the P2P process. Increased the value proposition of Procurement via earlier involvement in the P2P process for both capital and expense items.
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Financial AnalystBp - Innovene / Ineos Apr 2001 - Mar 2003London, England, GbFinancial Analyst, BP – Nitriles Business Unit, Naperville, Illinois. Responsible for the European Forecast (P&L and Balance Sheet), Fixed Cost Planning, GFO consolidation, Quarterly Review package, P20 Initiative list, Tax mitigation projects, and primary technical support for Nitriles Intranet.Notable Accomplishments📌Developed the initiative-tracking database for the Americas Business Segment to track self-help, working capital improvements, and ROACE improvements by the various Business Units.
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Manager, Financial PlanningKomatsu America Corp 1999 - Mar 2001Chicago, Illinois, UsManager, Financial Planning, Komatsu America, Vernon Hills, Illinois. Responsible for planning activities of Komatsu America International Company (P&L and Balance Sheet), the monthly consolidation and forecast.Notable Accomplishments📌Project Manager for the implementation of Comshare FDC, a consolidation software package throughout all Komatsu America’s subsidiaries. -
Service Planning CoordinatorKomatsu America Corp 1998 - 1999Chicago, Illinois, UsService Planning Coordinator, Komatsu America, Vernon Hills, Illinois. Responsible for the planning, control strategies, and activities of Komatsu’s Service organization.Notable Accomplishments📌Conceived of and implemented a database for the tracking of Appropriation Requests, the company’s first Intranet application to reduce the approval process time from several weeks to 1 day.
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Market Research AnalystKomatsu America Corp 1995 - 1998Chicago, Illinois, UsMarket Analyst, Komatsu America, Vernon Hills, Illinois. Notable Accomplishments📌Collaborated with vendor to develop and implement a market share reporting application for Komatsu distributors and field personnel, one of the company’s first Extranet applications, to reduce the total distribution time of the data from two weeks to less than two days, allowing the sales force to react more quickly to market conditions.
Suzanne Chartol Skills
Suzanne Chartol Education Details
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The University Of Chicago Booth School Of BusinessInternational Business -
Schiller International UniversityInternational Relations
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Glendon Campus Of York University | Campus Glendon De L’Université YorkEconomics
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Punahou
Frequently Asked Questions about Suzanne Chartol
What company does Suzanne Chartol work for?
Suzanne Chartol works for Coras
What is Suzanne Chartol's role at the current company?
Suzanne Chartol's current role is Builds High-Performance CS Teams that Drive Exceptional Business Value for Clients.
What is Suzanne Chartol's email address?
Suzanne Chartol's email address is su****@****tol.com
What is Suzanne Chartol's direct phone number?
Suzanne Chartol's direct phone number is +142577*****
What schools did Suzanne Chartol attend?
Suzanne Chartol attended The University Of Chicago Booth School Of Business, Schiller International University, Glendon Campus Of York University | Campus Glendon De L’université York, Punahou.
What are some of Suzanne Chartol's interests?
Suzanne Chartol has interest in Children, Economic Empowerment, Civil Rights And Social Action, Environment, Education, Poverty Alleviation, Science And Technology, Human Rights.
What skills is Suzanne Chartol known for?
Suzanne Chartol has skills like Management, Process Improvement, Leadership, Strategy, Forecasting, Finance, Management Consulting, Business Process Improvement, Project Management, Corporate Finance, Budgets, Program Management.
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