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

• 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

• 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