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Director, Customer Success, and Sr. Technical Program ManagerExperienced in leading complex strategic enterprise initiatives, developing cross-organizational teams, and delivering transformational business objectives. Adept at leading programs end-to-end, managing multiple priorities, and liaising between technical and non-technical teams.CORE COMPETENCIESVision, Strategy, Execution Strategic Management Software, SaaS, VoiPCustomer Success Mgt. Product Education, Onboarding ERP, CRM, SalesforceServant Leader Coach, Mentor, Train Change ManagementBudget Management, ROI Growth, Retention, Renewals Process ImprovementProgram Management Executive Presence Data AnalystContract Negotiation, SLAs Database Developer In-depth Data StructureProcess Mapping Strategic Planning Post-Sales Support, EscalationAgile Methodologies, Business Transformation Cross Organizational LeadershipCORE TRAITSStrengths: Focused, flexible, creative, data driven, critical thinking, collaborative, team leadership, process improvement and straight shooter.Leadership style: Democratic, transformational, coach and lead by example, strategic and empowering.Known for: Voice of the customer - committed to the work, the clients, and the company – customer centric, strong ROI and creating good teams who are collaborative.Best at: Leading a team, problem solving, root cause analysis and clear and direct communication.Fluent in: Emotional intelligence, cognitive flexibility, and becoming a Trusted Advisor to the customer.SME in: Building client relationships, customer success, renewals, and product adoption.Culture fit: Startup attitude, innovative, growing, provides autonomy and a little bit crazy.What drives me: The challenge, solving problems, creating compelling stories to change behavior, high energy, and high expectations, providing value and delivering success. Bring. It. On.MBA, University of PhoenixBS, Computer Science, Cal State Hayward.PMP, Project Management Certification,Database Engineer, Salesforce, NetSuite. Google Apps, PowerPoint, Excel, Microsoft Office, Social Media, Photoshop, Illustrator, Web Development, Business Relationship Management, Digital IllustrationSharePoint, Smart Sheet, Data Analyst, Team Management
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Chief Executive OfficerLogos Etcetera Jan 2007 - Present
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Cx Senior Technical Program Manager Consultant At CiscoCicsco Sep 2020 - Dec 2024Consultant, Sr. Program Manager, Software Conformance Initiative and PLS-Support Cisco, RTP, NC April 2020 – PresentDeveloped the requirements document to identify opportunities to inject Software Conformance actionable insights into the CX Cloud, that would drive desired customer behaviors around accepting timely upgrades.• Conducted discovery, analyzed options, defined approach, and led a cross-functional team to execute and validate assumptions on the changes needed to implement Software Conformance actionable insights around the CX Cloud for Success Tracks.• Identified and gained agreement from sponsoring organizations to align executive sponsors and assign resources to assist in the data analysis and development of recommended actional insights.• Established success criteria to sponsoring with Senior Vice President and executive team.• Developed a requirements document consisting of recommendations, end to end process changes, and engineering architectural changes to be made to the CX Cloud Platform.• Socialized requirements with cross functional teams to present the benefits of maintaining supported versions of operating software that ultimately drives to build customer, partner, and Cisco awareness and actions.• Established standards, templates, and tools for start-up discovery.• Defining Sales and Customer Experience messaging, features, benefits, value props, technology expertise and sales presentations.• Work cross function with Executive Leadership, Product Marketing, Commerce, Legal, Partners, Sales, Digital teams, Communication, Business Unites, Engineering Architects
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Director Channel Customer Success/Sr. Lead Global Customer Success8X8 Mar 2014 - Apr 2017Campbell, Ca, UsHead of the overall customer experience as well as increasing client renewals and upsell opportunities. Built rescue strategy to turnaround failing Customer Success programs and recover critical and at-risk clients. Rebuilt deep relationships at all levels on the client side to ensure that the challenges were acknowledged and repaired. Escalation contacts for critical and high-risk accounts. Engaged with customers to drive adoption and retention.• Customer Experience Leader driving vision, strategy and execution in enterprise accounts and channel partner and building great teams. Ensure the teams’ successful delivery, implementation, training, adoption and value awareness of contracted content, services, and solutions. Define strategy and execution for incremental growth and renewals to increase revenue.• Collaborated with Professional Services to create scope for customization and opportunities to drive increased revenue. Proactively engage clients to amplify product knowledge and build strong relationships in post-sales environments. Trusted Advisor, helping clients make critical decisions with confidence and reach their potential.• Lead teams of 6 – 20 and achieve renewal rates of 99% based on controllable churn.• Reorganized and prioritized database of ~1000 Channel Partner accounts. Achieved list of ~200 high value Strategic Partners and created new programs to build stronger relationships with them and benefit them financially.• Personally managed 40 enterprise accounts with sales from $250K to $1M+ each.• Achieved 99% renewal rate, based on controllable churn.• Team Lead for all renewals for 289 enterprise high touch, high MRR accounts. • Built and maintained strong relationships with CIO, VP/SVP and Director of IT for key accounts.• Engaged Professional Services as needed to scope new projects and create SOWs. Collaborated with cross-functional departments to identify the effectiveness of various programs. -
Sr. Manager, Customer Success / Global Topic Manager (On-Boarding)Sap Successfactors Mar 2013 - Mar 2014South San Francisco, California, UsManaged a global support team of eight in the Customer Success organization. Responsible for the overall customer experience as well as increasing client renewals and upsell opportunities. Managed client expectations for critical and high risk accounts. • Interacted with clients daily to resolve issues and maintain a high level of customer satisfaction. • Used metrics to identify key customer issues while advocating for customers and acquiring executive sponsorship to build a world-class support organization.• Collaborated with cross-functional departments to identify the effectiveness of various programs.• Was the Liaison between non-technical and technical teams, both internally and externally• Developed a global project plan for support readiness and managed an entire migration project for integrating KMS accounts into the SAP Support Center. Project categories included: SLA Alignment, Customer Portal, Case Management, Knowledge Base, Global Training, Call Center, Escalation Process, RCA, and Data Center Liaison• Educated customers on the ways in which they could expand their cloud-based (SaaS) platform to achieve the highest level ROI through the use of our products and services.• Identified and resolved issues quickly while working with engineers on work flow and logic changes.• Achieved 100% (100,000 users) customer retention during acquisition transition. -
Director, Customer SuccessKms Software Company May 2011 - Mar 2013Owned the customer relationships for On-boarding clients to ensure maximum value from our SaaS application. My responsibilities in Client Services spanned over Software Development engineers, QA engineers, Customer Support reps, Training, Sales and Call Center Management. (8-16 direct deports). • Interacted with clients daily to resolve issues and maintain a high level of customer satisfaction• Managed support readiness for post implementation customers• Built and managed a 24/7 call center for partners, resellers, and direct accounts• Managed domestic and global software engineers and customer service reps with regards to technical support and account management for enterprise customers• Generated upsell revenue for new product opportunities and enhanced customer functionality to standard product• Conducted performance report cards quarterly for client services/support team• Developed strong relationships with organization project leaders and influencers on corporate strategic change initiatives• Responsible for all escalated issues for all Enterprise, reseller and partner accounts
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ConsultantBusiness Basics Dec 2009 - Mar 2011Provided advice and training to entrepreneurs and small businesses through consulting services. Topics included: business processes, growth and sales strategy, communication, customer relations, project management, accounting, branding and expanding business opportunities via online marketing.
Christine Richardson, M.B.A., Pmp Skills
Christine Richardson, M.B.A., Pmp Education Details
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California State University - East BayComputer Science -
University Of PhoenixGeneral
Frequently Asked Questions about Christine Richardson, M.B.A., Pmp
What company does Christine Richardson, M.B.A., Pmp work for?
Christine Richardson, M.B.A., Pmp works for Logos Etcetera
What is Christine Richardson, M.B.A., Pmp's role at the current company?
Christine Richardson, M.B.A., Pmp's current role is CEO, Logos Etc, Talenthu Online.
What is Christine Richardson, M.B.A., Pmp's email address?
Christine Richardson, M.B.A., Pmp's email address is ch****@****era.com
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Christine Richardson, M.B.A., Pmp's direct phone number is +140872*****
What schools did Christine Richardson, M.B.A., Pmp attend?
Christine Richardson, M.B.A., Pmp attended California State University - East Bay, University Of Phoenix.
What skills is Christine Richardson, M.B.A., Pmp known for?
Christine Richardson, M.B.A., Pmp has skills like Talent Management, Negotiation, Performance Management, Project Management, Change Management, Team Leadership, Coaching, Management, Process Improvement, Organizational Development, Strategy, Mergers.
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