Chris Cotter Email & Phone Number

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

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!

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

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

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

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

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

Master Of Business Administration (Mba), Business Administration And Management, General

Bachelor’S Degree, English Language And Literature/Letters, Graduated Summa Cum Laude

Bachelors, History

Activities and Societies: Member of the Franklin Honor Society