Cliff Aultman Email & Phone Number

Birmingham, Alabama, United States

Austin, Texas Area

Customer Success leader responsible for bringing strategic vision and innovation in leading critical initiatives. Drove ongoing value realization and revenue expansion by ensuring engagement, success, retention, and growth of customers.Responsibilities:• Transformed customer retention by refining churn analysis, implementing proactive support strategies, and shaping product development, resulting in enhanced customer satisfaction and loyalty.• Spearheaded change management initiatives across diverse business units including Support, Sales, Marketing, Product, and Engineering, prioritizing Customer Experience enablement.• Developed comprehensive business cases in collaboration with Product Leaders to strategically prioritize initiatives, encompassing multiple customer intake pathways.• Managed incidents involving Security and Platform teams, maintaining effective internal and external communications strategies.• Directed campaign and program management efforts focused on customer-centric communications, emphasizing churn mitigation and customer lifecycle expansion.• Maintained strong vendor relationships with LMS and CMS tool vendors to drive continual ROI, innovation, and scale. • Implemented process enhancements to scale operations for Customer Success and Support teams, facilitating improved efficiency and effectiveness.• Provided coaching and facilitated career development initiatives, emphasizing program management skills for team members.Notable achievements:• Awarded company’s SuperCharged Leadership accolade for embodying values and making impactful contributions, a rare honor limited to one leader in the company each quarter.• Key business partner in development of an international branch in the Customer Experience organization (Limerick, Ireland)

‎Led Customer Success team in Go-To-Market strategies for new launches and change management. Facilitated change management with training, documentation, and tooling support for CS teams. Operationalized and prioritized customer feedback for collaboration with product team development.

Led a team of Technical Program Managers, ensuring seamless development, launch, and feedback integration for customers and internal CS teams. Orchestrated training, documentation, and tooling support to enable stakeholders during company launches and changes. Pioneered a customer feedback intake process, prioritizing enhancements through persuasive business cases for collaboration with product teams.

Austin, Texas Area

• Supervised and managed the Jr. Administrators department, leading a team of 15-20 employees.• Provided assistance in handling escalated technical and customer service-oriented support issues.• Conducted interviews and managed the selection process for prospective company employees.

Austin, Texas Area

• Established and developed the QA department as the inaugural QA position in Austin, focusing on its expansion and enhancement.• Direct and manage all aspects of operations for the QA division within the Austin branch with a key focus on increasing Technical Support NPS.• Conduct interviews and lead the selection process for prospective company employees.Jr. Administrator I - May 2011 - May 2012Jr. Administrator II - May 2012 - June 2012Sr. Quality Assurance - June 2012 - April 2013Quality Assurance Manager - April 2013 - August 2013