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TRANSFORMING CUSTOMER EXPERIENCES & DRIVING BUSINESS GROWTH ACROSS INDUSTRIESMy core strength lies in transforming business results through seamless customer experiences and value-driven service. With more than two decades of expertise, I've consistently driven sustainable double-digit increases in net promoter scores, customer satisfaction, and ARR revenue growth while enhancing client relationship quality.🔷 KEY AREAS OF EXPERTISE► Customer Experience Strategy for Financial Services► Digital Transformation & Innovation► Customer Journey Mapping & Optimization► Strategic Planning & Execution► Client Retention & Revenue Growth► Customer Success & Advocacy Programs► International Business & Cultural AdaptationAs a proactive change agent, I've pioneered innovative approaches like establishing a global Client Advocacy function and creating a CX Center of Excellence. My strategic initiatives have resulted in significant improvements, including a 20% increase in client retention, saving nearly $10M annually.🔷 GLOBAL IMPACTWith extensive experience across North America, Mexico, South America, Asia, and Oceania, I bring a unique perspective to customer experience and client success. My ability to travel, connect, and understand cultural nuances has been instrumental in developing and implementing successful strategies across diverse markets. This global mindset allows me to:• Adapt customer-centric approaches to local cultural contexts• Bridge communication gaps in multinational teams• Identify and leverage global best practices in CX and client success• Navigate complex international business environmentsMy international expertise has been crucial in launching Client Advocacy and Success functions across multiple continents, ensuring consistent excellence in customer experience while respecting local market dynamics.I excel at building high-performing teams and fostering a culture of customer-centricity. By leveraging data-driven insights and cutting-edge technologies, I've consistently delivered actionable strategies that drive business growth and enhance customer loyalty.🔷 LEADERSHIP PHILOSOPHYMy approach blends strategic vision with meticulous execution, rallying cross-functional teams to embrace a customer-centric mindset. I foster collaborative environments where innovation thrives, leveraging cutting-edge technologies and data-driven insights to devise actionable roadmaps that accelerate business growth. 🔷 OUTSIDE THE OFFICEOutside of work, I am passionate about supporting veterans and contributing to local communities.
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Svp, Client Service DeliveryVeleraApex, Nc, Us
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Senior Vice President, Client Success And ExperienceGlobal Payments Inc. Mar 2024 - Sep 2024Atlanta, Georgia, UsAs the Senior Vice President of Client Success and Experience Center of Excellence at Global Payments Inc., I have spearheaded customer experience strategies and driven client-centric initiatives across international markets and Saas Vertical Market companies. My focus has been on leveraging data analytics to devise solutions that enhance customer satisfaction, boost retention rates, and drive revenue growth.🔹I established a global proactive client engagement function across Australia, Hong Kong, the Philippines, Mexico, and Chile, driving better outcomes, delivering value, and ensuring clients receive the broad-based value of our offerings, leading to longer client relationships and higher retention rates.🔹 Within 15 months, I helped elevate post-interaction NPS from -20 to +30 for an international business unit's contact center, reversing 5+ years of negative scores. I led the Insights team in uncovering underlying issues, shaped action plans, and oversaw execution and accountability.🔹 To address declining renewal rates, I developed a strategic renewal strategy for an international business unit, resulting in $40K+ billing growth in the first month. I implemented invoice follow-up processes, ensuring accuracy and timely receipt by proper customer contacts.🔹 Focusing on data-driven decision making, I spearheaded an initiative to harness disparate and unstructured data into actionable customer experience insights, paving the way to conserve $2M annually through call center efficiencies and improved retention.🔹 I leveraged my experience working across North America, Latin America, Asia, and Oceania to build high-performing, culturally diverse teams. This International Advocacy function has been crucial in adapting our customer-centric strategies to local market needs while maintaining consistent excellence in service delivery. -
Vice President, Client Success And Experience Center Of ExcellenceGlobal Payments Inc. Apr 2022 - Mar 2024Atlanta, Georgia, UsWorking with leaders and teams across our International and Vertical Market businesses to identify Client Success and Experience opportunities that matter - and can result in differentiated experiences for our valued clients, more effective collaboration across our teams and better outcomes for our business.The focus is on literal client success - finding ways to make it easier for our clients to be more successful because they choose to work with Global Payments. When done well - these experiences provide great value to our client relationships and drive mutually beneficial outcomes.
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Vice President, Client Success And ExperienceGlobal Payments Integrated Nov 2017 - Apr 2022Atlanta, Georgia, UsThrough our merger with TSYS - I began with our OpenEdge Division which has grown and became Global Payments Integrated .As the Vice President of Client Success and Experience for the OpenEdge/GPI division at Global Payments Inc. from November 2017 to March 2022, I pioneered the company's first comprehensive client success and experience approach. My role was to drive organizational change and instill a client focus to power success, satisfaction, and retention across multiple business lines.🔹 To enhance customer loyalty and satisfaction, I led the creation of the company's first relationship-based survey, propelling NPS from 16 to 40+ in less than 2 years. This initiative moved beyond post-call experiences to understand client sentiment across the entire customer journey.🔹 In response to client attrition issues, I established the company's first proactive engagement team, initially comprising 6 client advocates. This initiative curbed client attrition by 20% in 18 months (growing to 30% overall), conserving $10M annually, and later expanded to encompass nearly 150 people across multiple business lines in the U.S. and Canada.🔹 To improve implementation efficiency, I analyzed and revamped processes, resulting in a 50% productivity gain in the Implementation organization. This transformation enhanced client experience and spiked per month revenue by approximately $100K.🔹 Was a core team member in bringing our focus on CX to life in a way that won the first JD Power Award for Service in the Payments industry. -
Client Success ConsultantOpenedge Oct 2017 - Nov 2017Working with an excellent cross-functional team on approaches, best practices and design considerations for creating superior levels of customer success and focused customer experience strategies.
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Vice President, Customer Success Practice LeaderMaritzcx Nov 2015 - Mar 2017Lehi, Ut, UsAs the Vice President and Client Success Practice Leader for the Emerging Growth division at MaritzCX from November 2015 to March 2017, I led a practice of clients using voice of the customer software technology. My role was to position the team as a strategic client partner, shifting focus from software usage to client value as the key to success, retention, and growth acceleration. 🔹 To enhance team performance and client outcomes, I established comprehensive team processes, metrics, tracking, and playbooks for bringing client value to life. Through hands-on guidance and coaching, I boosted achievement of renewal goals from 80% to 113%.🔹 I drove a business transformation of an acquired SaaS CX software company, resulting in a 10% rise in revenue, adding $2M to the top line. I co-evaluated the group, services, and technology, and partnered to realign the team and drive customer success by overhauling the service model, processes, and metrics.🔹 In addition to boosting renewal goal achievement from 80% to 113%, I devised and implemented a strategic account management program to proactively identify growth opportunities within our existing client base. This initiative led to a 15% increase in cross-sell and upsell revenue during my tenure as VP of Client Success Practice Leader at MaritzCX 🔹 Led cross-functional efforts with Sales, Product, Engineering, and other departments to collaborate on process improvements, product needs, and resolution of client issues, fostering superior communication and tight relationships across the organization. -
Vice President, Diversified Customer Success Practice LeaderMaritzcx Dec 2014 - Nov 2015Lehi, Ut, UsAt MaritzCX/Maritz Research, I transformed a traditional research team into a cross-functional powerhouse delivering client experience success across research and technology. I developed new roles, structures, and cultures to integrate quickly into the new organizational structure.🔹 To drive organizational transformation, I led the effort to evolve our traditional research team into a new model capable of delivering excellence across Client Experience, Research Services, and the MCX platform. This initiative resulted in a 10+% revenue growth compared to the previous year.🔹 In response to the need for enhanced client engagement, I established our first formal Quarterly Business Review (QBR) template. This tool improved our ability to demonstrate value to clients and identify opportunities for growth and improvement.🔹 To measure and improve our effectiveness, I implemented a comprehensive system of customer success metrics, including tracking renewal activity, creating activity reviews, identifying improvement opportunities, and measuring client satisfaction.🔹 Focusing on talent management during a period of significant change, I evaluated staff skills for fit in the new organization and developed transition paths. This approach minimized turnover and ensured efficient and successful movement of team members into their new roles.
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Sr. Director, Research Services - Diversified Sector (Customer Success)Maritz Research Apr 2012 - Dec 2014Tapped to move to MN to take over operations leadership for a struggling office and sector. Team had suffered some significant losses, and was ready to push forward to new levels of success. Overall responsibility for 85+ teammates.🔹 Rebuilt a struggling culture - Worked together with key personnel to rebuild lost trust, regain focus and begin driving growing levels of success - Inspired a common vision amongst the staff that they could relate to and embrace - Limited a growing staff defection issue, resulting in both the retention and addition of key personnel - Suffered through early levels of client attrition, but then stabilized and began to deliver growth🔹 Oversaw the blending of our Chicago office into our emerging and expanding Diversified sector - Took two separate offices, teams and cultures and blended them into a cohesive unit - Created a broad-based operational approach that allowed for more opportunities for teammates, more efficient use of resources and better outcomes for clientsCritical outcomes: This assignment focused on providing stability and trust in a difficult period to allow for positive outcomes to emerge. The success was dramatically reducing churn (of staff and revenue) while rebuilding the sector into a source of strength that delivered at a consistently high level for clients.
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Sr. Director, Research Services - FinserveMaritz Research May 2005 - Apr 2012Initially, provided team leadership for Maritz Research’s largest non-automotive client, one of the world’s largest banks. Work included guiding a 40+ member cross-discipline team on research approaches, analysis, operations and program support. Became the client’s most valuable ally by moving from data delivery to insight generation. Took on overall leadership and operational oversight for our retail banking client base – 60+ teammates. 🔹 Responsible for efficient labor utilization - Ensured staff was used effectively and efficiently - Avoided burn-out by creating opportunities for assignment changes, even on large/dedicated accounts, as well as for continued training🔹 Transformed individual project teams into a unified research/project delivery force – for single client - Led the work to take five disparate and disconnected project teams and build a truly client-focused operations group with massive ability across research, analytics and operations🔹 Delivered massive revenue growth – for single client - Led 2x revenue expansion by 2007🔹 Created an operational model that was considered “best in class” across the company - This reflected our approach to enable people to be successful through extensive collaboration, personal development and connecting them to a shared visionCritical outcomes: Through an approach focused on developing our people, and not accepting the delivery of flawless execution as “good enough” – we doubled the size of this key account and solely contributed 40% of the revenue for our sector. Our retail banking business represented approx. 55% of our Financial Services business, where we protected and grew that business by more than 5% year-over-year. I helped to develop an expansive team that shared best practices and pushed each other to be better as a collective, which resulted in high levels of client satisfaction and very little attrition.
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Sr. Research ManagerMaritz Research Jun 2001 - May 2005Provided day-to-day research and operations leadership to an emerging relationship with one of the world’s largest software companies. Built a team from two to six, delivering a 5x increase in revenues.🔹 Provided the primary research guidance for our team and client - Handled day-to-day communications - Designed studies and wrote reports for product development studies, event-based research, etc.Critical outcomes: At a time when Maritz Research was known for auto research and a growing financial services presence, this account gave us a substantial foothold with an internationally recognized firm in a new industry. This work, combined with other strategic wins, became a significant jumping off point for our success in the marketplace and annual double-digit growth in the mid-2000’s.
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Vice PresidentPorchey Research 1996 - 2001
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Research CoordinatorConsolidated Communications Mar 1993 - Jul 1996Mattoon, Illinois, Us
Chris Watkins Skills
Chris Watkins Education Details
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Bradley UniversityMarketing
Frequently Asked Questions about Chris Watkins
What company does Chris Watkins work for?
Chris Watkins works for Velera
What is Chris Watkins's role at the current company?
Chris Watkins's current role is SVP, Client Service Delivery.
What is Chris Watkins's email address?
Chris Watkins's email address is ma****@****ail.com
What is Chris Watkins's direct phone number?
Chris Watkins's direct phone number is +138569*****
What schools did Chris Watkins attend?
Chris Watkins attended Bradley University.
What skills is Chris Watkins known for?
Chris Watkins has skills like Questionnaire Design, Quantitative Research, Primary Research, Marketing Research, Market Research, Customer Insight, Survey Design, Data Analysis, Consumer Behaviour, Brand Equity, Focus Groups, Leadership.
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