Chris Nordman Email & Phone Number

Malibu, California, Us

San Francisco, Ca, Us

Brought on by CEO to build out an end-to-end Customer Success program to support landing, onboarding, adoption, renewing, and upselling customers.Promoted by CEO in six months of employment to manage the Customer Success and technical support teamBuilt team out to six people by hiring industry experts to provide best-in-class customer support from pre-sale to post-saleFocused on improving the customer experience - improved CSAT to 100%Reduced churn requests by 18% YoY.Ended 2021 with the lowest recorded churn and highest net new upsell revenueImplemented new technology to automate the process of engaging with customersLead a voice of the customer campaign that lead to a average G2 score of 9 out of 10 SQream Technologies acquired Panoply.io on January 1, 2022

Tempe, Arizona, Us

Left company during layoffs due to impact of COVIDHired by Co-Founders to lead a team of seven Customer Success Managers focused on onboarding, training, and adoption. Brought in an average of $28k of new revenue per month Enabled team members to improve relations with 3rd party partners resulting in an 11% reduction in time to valueLead team to deliver a best in class customer experience by obtaining a consistent 98% CSAT scoreRe-engineered the onboarding process to increase customer eCommerce proficiencyReduced the onboarding backlog by 15% Reduced company stress and increased company morale by creating and leading daily meditation sessions

Phoenix, Arizona, Us

Hired by CEO and Co-Founder to build, equip and lead the Customer Success department focused on onboarding, training, adoption and ongoing management of current and potential clients. Implement strategies and processes to improve operations efficiency to reduce manual efforts. Aligned KPI information available to make Customer Success Reps more effective in dealing with clients. Improved overall customer experience and an increase in NPS score by 55%Re-engineered onboarding process to reduce the number of errors by orchestrating a more seamless engagement with the freelancers Shorten time to initial ROI for the client by 46% by implementing a structured approach for solution-oriented adoption. Created upsell function within Clearvoice Customer Success team. Building out best-in-class program for direct reports to Identify and close revenue generating opportunities.

London, Gb

Recruited to build the company's 1st global Customer Success team to support our SAAS tools by creating a more efficient way to onboard clients, increase quality of the product and improve client retention within the first month of employment Introduced a CRM tool and tiered client support, ensuring clients receive more relevant and meaningful service possible based on their characteristics and business needsRedesigned the company help desk. Which resulted in improving first response time by 5x, resolution time by 2x and 100% approval rating Led the creation of product help guides, an onboarding video and video training series increasing adoption rate by 50% Identified the need, built a business case and earned executive sponsorship for the integration of Zendesk and Intercom.IO that resulted in a reduced dependency on engineering resourcesBuilt out the product communication strategy utilizing Intercom.IO to promote adoption, new features and raise awareness of system issues. On target to meet deadline and expectations

Oakland, Ca, Us

Supervise 3 direct reports that manage over 2 million dollars in quarterly revenueSupport 2 sales representatives and manage their combined one million dollars in quarterly revenueSchedule and facilitate training for new hires to expedite onboarding allowing for quick assimilation Decreased the time needed to complete operational advertising tasks by 50% to allow the team more client facing opportunities Construct materials that allow the team to be nimble for the adoption of Pandora’s new advertising revenue stream Fully committed to the continued development of direct reports with weekly meetings, quarterly and yearly reviews for optimal motivation, engagement and performanceLead the efforts to encourage lateral communication to improve the adoption rate of new policies and procedures Improved the team’s interview process to be a more comprehensive and structured format in an effort to retain a higher caliber of potential team members who can be long-term employees

Oakland, Ca, Us

Promoted to manage top tier accounts (Electronic Arts, McDonalds, Carnival Cruise Line, Ford, Victoria Secret) with an east coast based teamSelected to conduct onboarding training for newly created advertising operations team out of the New York office Led post-sale communications with the client ensuring a timely launch of their advertisement and ongoing support to ensure satisfaction with their experience Generated and interpreted campaign reports to optimize performance and reach client ROIPartnered with 3rd party media vendors to implement Rich Media TagsFostered a collaborative relationship with internal creative teams to produce banner and audio assets for the client which were highly regarded by the client

Oakland, Ca, Us

Responsible for the successful growth of strategic small to mid-sized accounts Selected to conduct onboarding training for a newly created advertising operations team out of the Chicago officeEngaged the sales representatives weekly to cascade progress of upcoming and current campaignsManaged the presales responsibilities that included checking available impressions and creating the contract orders for the clientTracked campaign delivery using 3rd party and internal servers to meet CPM goals

South San Francisco, California, Us

Responsible for answering a high volume of calls from both patients and medical providers applying for financial assistance, while triaging calls to Reimbursement Specialists Accountable for receiving fax transmittals sent by medical providers regarding patient's applying for financial assistance and imputing the patient's demographics and application into Salesforce Provide support to Reimbursement Specialists by ensuring the receipt of all of the required patient medical history and legal documentation to start the application process Cross trained to support an additional two extra products due to my performance level on my home product within 6 months of employment Process an average of 96 percent of faxes to revivify the patient's medical insurance benefits and 90 percent of faxes to enroll new patient's for financial assistance within the set designated time

Chicago, Illinois, Us

Disseminated financial information for publically traded companies by electronically filing financial reports to the Stock and Exchange Commission's website and mailing financial reports to stock holders Coordinated time-sensitive projects with composition and print procurement teams to format the financial documents for the Stock and Exchange Commission's specific requirements and communicate our client's print specifications and mailing distribution needs Managed the accuracy of client financial documents by processing alterations and personally reviewing each of the client's document to improve their financial report Led an integrated project consisting of client support and training for our Seattle office during a transition period Managed our top tier clients within a year of employment due to my performance level

Goose Creek, South Carolina, Us

September 2007 ­ December 2007; Managed the job placement process (from introduction of employee/employer to the potential acceptance of job) in the commercial banking industry Maintained the repository of prospective employees and employers while marketing new opportunities to prospective employees Developed all of the new leads and clients within the commercial banking industry for the recruiting agency

San Francisco, Ca, Us

Sold Group, Seaon, Suite and 6-Pack seats.

Worked as a liason between the Greek Community at Chico State and C.A.V.E. Used the resources availible at C.A.V.E. to set up community service projects for the Greek Community. Organized a annual school clean-up for the Greek Community.