Chris Cotter

Chris Cotter Email and Phone Number

I Help You Build High-Performing Teams | Customer Success Leader @
Chris Cotter's Location
Greater Chicago Area, United States
Chris Cotter's Contact Details

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About Chris Cotter

Hi! And welcome to my corner of LinkedIn!If you want to become a better leader, you're in the right place.Let me start with my core philosophy: The selfish should not pursue a leadership role.Leadership is about so much more than just managing tasks and results. It’s about creating a culture and environment where your people feel valued and trusted. They enjoy what they do and see meaning in it. They are able to succeed, personally and professionally.And if you aren't willing or capable of lifting others up, you won't be able to build high-performing and happy teams.I'm here to guide your journey. You shouldn't feel stressed, overwhelmed, or frustrated that you can't quite achieve the high-performing team you envision.Here are the keys of best leaders:✅ Engage✅ Educate✅ EmpowerThese have served as my north stars for 20+ years with a variety of teams. Whether it's been leading Customer Success, Curriculum Design, Sales, or other teams, every action taken has fallen into these categories.1️⃣ North Star: EngageA happy team is an engaged team. A positive, inclusive environment allows each person to feel connected, motivated, and valued.• How do I motivate my team?• Does my team feel comfortable with risk?• Are people excited about the work they do?2️⃣ North Star: EducateThere must exist a culture of continuous learning. New skills and knowledge prepare the team to meet both current and future, unforeseen challenges.• How do I create a learning culture?• Are goals aligned with long-term growth?• Am I focused on today's needs or tomorrows?3️⃣ North Star: EmpowerIndividuals should have the autonomy and trust to solve hard problems. Provide the right knowledge, tools, and support for them to own outcomes.• What's the right mix of delegation and support?• Am I setting clear expectations with the team?• How do I give constructive feedback and feedforward?When you facilitate all three, you win together.If these ideas resonate, let's explore how you can lead your team to success!Here's to your success and your team's!

Chris Cotter's Current Company Details
Self-employed

Self-Employed

I Help You Build High-Performing Teams | Customer Success Leader
Chris Cotter Work Experience Details
  • Self-Employed
    Leadership Coach
    Self-Employed Apr 2024 - Present
    Level Up Leadership develops your skills as a leader, allowing you and your team to thrive.300+ hours of leadership and professional coaching in 2024.In 1:1s, I help leaders:• boosts team performance• create a culture support and trust• dive deep into existing problems• focus on continuous learning• improve communication and feedback
  • Freelance
    Fractional Customer Success Leader
    Freelance Jan 2024 - Present
    Working with startups and other organizations to define and set up:• Automation: Set and forget so that teams can focus on what matters!• Onboarding: Over 50% of churn can be attributed to poor onboarding!• Best Practices: Designing content, playbooks, and tools that reflect best practices!
  • Cooori Japan Co., Ltd
    Director Of Customer Success
    Cooori Japan Co., Ltd Jul 2019 - Nov 2023
    Tokyo, Japan
    At Cooori, I was brought on as the company's first Customer Success hire, and championed the transition to a customer-centric organization. I developed SQL queries to analyze user data and trends, identified key metrics for success, developed tools in Jira and Zoho to monitor and engage along the entire customer journey, and communicated feedback with internal stakeholders for improved customer experience and learning efficiency.1: 41% increase in product adoption and 126% improvement… Show more At Cooori, I was brought on as the company's first Customer Success hire, and championed the transition to a customer-centric organization. I developed SQL queries to analyze user data and trends, identified key metrics for success, developed tools in Jira and Zoho to monitor and engage along the entire customer journey, and communicated feedback with internal stakeholders for improved customer experience and learning efficiency.1: 41% increase in product adoption and 126% improvement in time to value via a digital, 1:many approach to provide a scaled but personalized customer experience.2: Developed webinars, email campaigns, FAQs, and other resources to educate, empower, and deliver value for clients. Reduced churn from 7% month-over-month to 1.3%.3: Collaborated closely with Product as the voice of the customer to incorporate fundamental improvements into the product. The resulting change in NPS was +50 points, with end users spending 15% more time in the product.4: Built the CRM for coordination between Customer Success, Sales, and Marketing, as well as all dashboards to measure and act on the health of end users. ARR increased to 104%.5: Conducted seminars and trainings to educate clients throughout the customer journey. Show less
  • Alpros
    Director
    Alpros Jul 2016 - Jul 2019
    Tokyo, Japan
    Promoted to Director in July, 2016, and was responsible for the total success of the business.1: Instituted Salesforce CRM for improved monitoring of and communication with customers throughout the customer journey. 30% improvement in CLV.2: Increased revenue by 25% through new enrollments and opportunities for cross-sells and upsells.3: Analyzed all customer data for improved lead qualification. Conversion rate of prospective clients rose to 82%.4: Mapped out… Show more Promoted to Director in July, 2016, and was responsible for the total success of the business.1: Instituted Salesforce CRM for improved monitoring of and communication with customers throughout the customer journey. 30% improvement in CLV.2: Increased revenue by 25% through new enrollments and opportunities for cross-sells and upsells.3: Analyzed all customer data for improved lead qualification. Conversion rate of prospective clients rose to 82%.4: Mapped out the sales process to automate tasks and institute best practices Average active client management increased by 50%, without sacrificing quality, customer experience, nor lifetime customer value. Show less
  • Alpros
    Academic Director
    Alpros Mar 2010 - Jul 2016
    Tokyo, Japan
    Developed, directed, and evaluated all programs and course content at the company training facility, as well as offsite businesses and universities. The intensive programs prepared students for professional growth domestically and/or internationally. Course content incorporated a personalized philosophy, and was developed based on individual needs and customer value drivers.1: Improved total customer experience through customer value drivers and weighted importance per course.2:… Show more Developed, directed, and evaluated all programs and course content at the company training facility, as well as offsite businesses and universities. The intensive programs prepared students for professional growth domestically and/or internationally. Course content incorporated a personalized philosophy, and was developed based on individual needs and customer value drivers.1: Improved total customer experience through customer value drivers and weighted importance per course.2: Formulated customer profiles via demographic, psychographic, and behavioral characteristics, applied these profiles to weighted value drivers, and instituted appropriate changes for program improvement and success.3: Increased recurring revenue by 45% and lifetime customer value by approximately 15% by identifying key metrics and analyzing data. 4: Mentored and supported 50+ trainers, ensuring consistent delivery of customer-centric training programs and CSAT scores above 85%5: Empowering management style led to 96% employee retention rate, directly impacting customer success and satisfaction. Show less
  • Universities & Businesses
    Instructor And Corporate Trainer
    Universities & Businesses May 2007 - Mar 2010
    Tokyo, Japan
    Provided specialized courses at top-tier universities in the Tokyo area. These courses focused on academic reading, writing, and listening; business English; TOEIC; TOEFL; and other English-for-Special-Purposes courses.+ Tokyo International University+ Gakushuin University+ Rika University+ Kanagawa Institute of TechnologyI further was contracted with various businesses during this time to provide hybrid programs that mixed language learning and professional training… Show more Provided specialized courses at top-tier universities in the Tokyo area. These courses focused on academic reading, writing, and listening; business English; TOEIC; TOEFL; and other English-for-Special-Purposes courses.+ Tokyo International University+ Gakushuin University+ Rika University+ Kanagawa Institute of TechnologyI further was contracted with various businesses during this time to provide hybrid programs that mixed language learning and professional training which included, but was not limited to management & leadership training and professional skills.+ Altera+ Kirin+ NEC+ Nihon Cochlear+ Sojitz+ Starbucks Japan Show less
  • Zenken株式会社/Zenken Corporation
    National Curriculum Manager
    Zenken株式会社/Zenken Corporation Apr 2003 - Mar 2010
    At Zenken Corporation, my responsibilities focused on the development and implementation of all curriculum and coursework for schools nationwide. Accompanying training programs, staff development, and cross-team collaboration served as equally important secondary duties.1: Oversaw from concept to completion all curricula. This included the planning, testing, and integration of new courses totaling in excess of 200 hours, improving the customer experience.2: Decreased… Show more At Zenken Corporation, my responsibilities focused on the development and implementation of all curriculum and coursework for schools nationwide. Accompanying training programs, staff development, and cross-team collaboration served as equally important secondary duties.1: Oversaw from concept to completion all curricula. This included the planning, testing, and integration of new courses totaling in excess of 200 hours, improving the customer experience.2: Decreased cancellation rates by 52% with new courses, staff training, and strengthening cross-functional collaboration with Sales.3: Improved the feedback loop which raised re-enrollment rates of existing students by 37%. This improved customer satisfaction and allowed the organization to more quickly and accurately address customer needs.4: Decreased the required preparation time and increased class load of teachers by 25% through the standardization of curriculum, as well as increased training and quarterly observation/feedback sessions. Show less

Chris Cotter Skills

Curriculum Design Teaching Esl Curriculum Development Teaching English As A Second Language Adult Education Staff Development International Education Teacher Training Training Higher Education E Learning Language Teaching Business English Educational Technology Instructional Design Leadership Educational Leadership Distance Learning Foreign Languages Materials Development English As A Second Language Blended Learning Business Strategy Business Development Project Management Customer Relationship Management Email Marketing Online Marketing Intercultural Communication Management

Chris Cotter Education Details

Frequently Asked Questions about Chris Cotter

What company does Chris Cotter work for?

Chris Cotter works for Self-Employed

What is Chris Cotter's role at the current company?

Chris Cotter's current role is I Help You Build High-Performing Teams | Customer Success Leader.

What is Chris Cotter's email address?

Chris Cotter's email address is fw****@****hoo.com

What schools did Chris Cotter attend?

Chris Cotter attended Texas A&m University-Commerce, University Of Illinois Springfield, Roosevelt University.

What skills is Chris Cotter known for?

Chris Cotter has skills like Curriculum Design, Teaching, Esl, Curriculum Development, Teaching English As A Second Language, Adult Education, Staff Development, International Education, Teacher Training, Training, Higher Education, E Learning.

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