Cortney Fickey Email & Phone Number

Costa Mesa, Ca, Us

Costa Mesa, Ca, Us

Atlanta, Ga, Us

Manage a $4.6M portfolio of Enterprise customers focused on strategic growth, customer adoption, and retentionKey Accounts: NVIDIA, Corpay, Genesys, Nielsen, Samsara, Rubrik, Xactly, Mandiant (Acquired by Google)Obtained Q1, Q2 and Q3 FY25 GRR GoalObtained Q1 and Q3 FY25 NRR GoalEstablish and nurture executive and multi-threaded relationships Proactively analyze market trends and key business metrics, aligning and iterating on mutual success plans Deliver ROI driven Business Reviews, while aligning customers to to a POV style solution tied to business outcomesGuide leaders and enablement teams to adopt best practices to maximize sales process, efficiency and revenueProactively identify risk, while creating a mitigation plan and establishing executive alignment (2023-Present) Customer Success Culture Committee Board Member(2021) New Hire Onboarding Partner

San Francisco, Ca, Us

Managed 20 Enterprise accounts with a portfolio of $4.4MKey Accomplishments: Q4 FY '21 and Q2 FY '22 Customer Retention AwardExceeded KPI's and benchmarks across Enterprise team, including retention and upsell targetsCollaborated with Customer Marketing to evangelize multiple high performing customers for cases studies, white papers and guest speaking engagements at SKO

San Jose, Ca - California, Us

Managed 35 Enterprise accounts with a strong focus on relationship, retention and expansionQ2- FY '20 Retention Award, Global Customer Care Key Accounts Managed: Johnson & Johnson, Samsung, Mars, Stryker, McKesson, Cushman and Wakefield, Fidelity Canada, Canadian Imperial Bank of Commerce, Toronto-Dominion Bank (Securities Division), ScotiabankEstablished and nurtured multi-level customer relationships, including C-Level Executives, to mitigate churn and increase customer retention Conducted regular customer cadence meetings and business reviews to provide current product and roadmap updates, and gain knowledge of business initiatives Partnered with customer, internal service teams and Senior Executives to identify problems and challenges impacting their business and developed solution technics to resolveEstablished a consultative approach that exceeded retention goals, expanded value, and promoted customer advocacyNegotiated and managed agreements for expansion of new services and contract renewals

Irvine, Ca, Us

Managed 95+ clients across Mid-Market levels with a $3.1M portfolioFY ’17 #2 Highest Client Health ScoreFY ’18 Top Performer, President's Club: 107% net retention, 361% of upsell quotaManaged client lifecycle from post-sales, implementation and expansion, to renewal periodCollaborated with business consultants, business intelligence team and executive leadership to mitigate churn and increase client attach rate Negotiated renewal contracts, expansion, and professional services contracts tailored to address clients changing needsFacilitated consistent engagement to evaluate adoption, educate on feature enhancements, optimize metrics and recommend professional services solutionsProactively monitored and addressed health score changes and trends to identify course correction and increase client engagement and adoptionPresented business reviews with customized focused on product roadmap and reported on key metrics and milestones tracked against established business goalsLeveraged strong rapport to solicit client for references, case studies, and nominate for beta groups and pilot programs

Key member of executive-level escalation team managing strategies and tactics de-escalation and at-risk accountsKey Accomplishment: Managed the release of new service line JSX from concept to execution including mapping out the customer journey/experience, establishing standard operational procedures and cross-departmental alignmentOwned high visibility escalations and customer disruptions in order to identify and recommend appropriate solutions for flight operations, cancelations, further investigation, and provide a summary of events and timeline for documentationPresented bi-monthly reports of top 15 customer accounts to C-level executives to analyze customer patterns and disruptions to membersDesigned 2 training manuals for Guest Services and Tactical Guest Services to document processes and provide guidance in various operational scenariosConducted product training with the customer facing staff on customer interaction, engagement, and level of service

Original leader of newly created department, dedicating resources for critical guest operations Oversaw key planning, execution and development of the Guest Services teamsLead customer relationships and inquiries for over 650+ active members and 5,000+ customers ranging from individual commuters to C-level ExecutivesManaged customer escalations and irregular operations performance, identifying root cause and executing solutionCreated scalable processes to manage day-to-day tactical customer needs for growing base of ~30% year over yearHired and trained 5 direct reports and cross trained guest services department of 10+ employeesConducted performance reviews and provided coaching and guidance to direct reports Developed training and customer facing collateral to maintaining brand consistency and best in class service Evaluated NPS customer survey response and addressed areas of improvement Presented monthly department performance and reported solutions implemented to increase customer satisfaction

Collaborated with Sales and Flight Operations teams to manage over 40 private charter flights daily Monitored communication to customers on daily schedule and prepare for service disruptionsDeveloped strong product and industry knowledge including: brand, product pricing, industry comparison, aviation language and properties, and terms and conditions of all contracts

Managed vendor relations and coordinated customer needs for private travel agency servicing Coastal California, Palm Springs and surrounding Coachella ValleyPartnered with 150+ vendors and serviced 2,500+ customersIncreased overall revenue by 24% in 2008 by promoting visibility related to local high volume annual events (Coachella, Stagecoach, Dinah Shore, White Party etc) Worked with Sales Directors to coordinate customer events, negotiate preferred rates and contract specificationsLaunched vacation/extended stay programs to expand customer base by ~30%

Laguna Beach, Ca, Us

Oversaw daily operational and customer-facing needs, servicing up to 200 guests dailyPlanned and executed all group and corporate meetingsNegotiated contract proposals for group and corporate reservationsRepresented hotel for all Genre Hotels (formerly, Kerry Hotels) sales calls, trade shows and industry eventsAssisted with revenue management to optimize availability and increase target weekly occupancy average Initiated customer satisfaction survey and scoring system