Cherie Ansari Email & Phone Number

San Francisco Bay Area

ON24 is the leading webinar marketing platform for demand generation, lead qualification and customer engagement. Its award-winning, patented, cloud-based platform enables companies of all sizes to deliver engaging live and on-demand webinars. Providing industry-leading analytics that can be integrated with all leading marketing automation and CRM.

San Francisco Bay Area

(Return Path was acquired by Validity in 2019)Directed a Support team that answered approximately 2,100 tickets per month across seven products in Zendesk through email, in-app forms, phone, and chat with 2 managers and 11 representatives.Redesigned and merged three separate Support teams after acquisitions, while creating career advancement and improving.

San Francisco Bay Area

Managed the 7-person North America Account Coordinator team responsible for onboarding new clients (valued at ~$10M annually). Managed the Solutions and Escalations team responsible for mentoring the Global Client Services team, creating frameworks and processes, developing advanced educational material, and acting as a final escalation point.

Foster City

Managed the 8-person Operations team responsible for billing, increasing customer rates, executing contracts (Statement of Work contracts, Change Orders, and proposals), and supporting 800 Professional Services team members within a 24 hour response time.Consolidated two teams, created new career pathing opportunities, hired 4 new employees, redefined.

San Jose, California

Managed the 6-person Customer Support Operations team responsible for the knowledge base, crisis accounts, analytics, programs, and processes. Facilitated the Customer Success meetings to address and resolve crisis account issues cross functionally between the executive staff, Engineering, Product Management, Account Management, and Customer Support teams.

San Francisco Bay Area

Reduced service cost in half by developing escalation strategies and processes that replaced dedicated technical support for global low-touch clients with ticketing support.Addressed client churn and operational gaps by designing a sales-to-service handover workflow process in Salesforce and EnablePro.Launched the Zendesk ticketing system one month in.

San Francisco Bay Area

Managed the 6-person Service Enablement team, while reducing Support tickets by 13% and resolution time by 19%.

San Francisco

Managed the 4-person global Professional Services Email Deliverability team responsible for executing thirteen custom consulting packages and generating approximately $610K per year. Enforced high standard of excellence in developing and career pathing email industry leaders, resulting in regular speaking engagements at top marketing conferences and.

San Francisco Bay Area

Helped develop an emerging consulting department by identifying opportunities to productize new services, developing marketing content, and standardizing client-facing deliverables.Provided in-depth guidance in advanced email deliverability best practices, such as spam trap removal, MTA migrations, and warming-up new IP addresses targeted to B2C and B2B.

San Francisco Bay Area

Managed nine clients as an email deliverability expert, resulting in 100% customer retention (valued at $630K) and 90%+ inbox placement rates.

San Francisco Bay Area

Launched marketing emails, travel newsletters, marketing, and event-triggered transactional emails, while maintaining a 92% inbox placement rate by sending targeted and relevant emails.

San Francisco Bay Area

Launched email campaigns across seven brands with a list file size of 15.5 million, while maintaining a 98% inbox placement rate as the in-house email deliverability expert.

San Francisco Bay Area

Performed Level II troubleshooting support for the corporate network, store servers, credit card authorization, POS, and all other in-store systems.