Cheryl Mervich, Mpa Email & Phone Number

Denver, Co, Us

• Currently, lead a team of 10 customer success managers to support SMB, MM, andEnterprise customers who use the Schoox learning & development platform• Responsible for ensuring product utilization, customer satisfaction, and customerrenewals and retention• Established a set of KPIs to measure team and individual success

United States

• Implemented tools within the customer office to streamline and scale business operations

• Co-sponsored a cross-functional committee to support the rollout of the next version of the platform to administer stock plans.• Developed a comprehensive program to understand and map the end-to-end experience of corporate clients and participants. This drove both short- and long-term recommendations for improvement.

• Oversaw all research & data collection to inform product development • Collaborated with cross-functional experts to design SaaS products• Conducted A/B tests to increase success and acceptance of product enhancements • Acted as the expert client user to inform design, development, and content teams• Continuously represented the customers’ goals and objectives • Developed a CX strategy in alignment with overall business objectives Sample Project Work • Designed a mobile-first digital experience supporting the employee lifecycle• Used a variety of research methods to inform development• Collaborated cross-departmentally to design the ideal CX• Collected favorable data from end-users to support continued development

• Established a suite of metrics that measure CX and progress toward objectives • Collected objective CX evidence to identify breakdowns in the customer journey• Focused on team success, growth & development, and employee satisfaction Sample Project Work• Led a comprehensive research study to identify events associated with churn• Facilitated sessions with business experts to propose and prepare solutions• Defined key success metrics for each strategic objective and measured progress • Recognized a 10% reduction in contacts per order placed, resulting in approximately $1 million in savings for customer service within one year

• Advocated for CX improvements across organizational and functional boundaries• Created compelling presentations to persuade leaders and product owners to make positive change for the customer • Sponsored improvement projects and ensured successful completion Sample Project Work• Used data and customer feedback to sponsor a project to redesign the Help Center • Oversaw the completion of content enhancements, data governance plans, and the inclusion of website analytics• Successfully advocated for the redesign of help centers for additional lines of business

• Managed large-scale research initiatives at the national, state, and local levels• Developed and facilitated training workshops, focus groups, and feedback sessions• Collaborated cross departmentally to write proposals and source funding

• Provided technical and product support and fostered relationships • Conducted software demonstrations and hosted virtual training sessions• Ensured timely issue resolution via phone and email support channels

• Utilized inquiry-based instruction to increase student interest• Integrated technology and created virtual learning modules for students at home• Fostered a positive classroom environment, student motivation, and collaboration

Bachelor Of Science (B.S.), Education

Activities and Societies: Women’s ice hockey, captain & president Mathematics major, general science minor

Master Of Public Administration (M.P.A.)

Nonprofit Management Concentration