Cyn Taylor Email & Phone Number

Santa Clara, CA, US

Houston, TX, US

London, GB

New York, New York, US

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions.

New York, NY, US

Leveraged my extensive background in Customer Success, and focus on Scaled CS, I used this quarter long consultancy engagement to help build out the program plan and execution strategy for Scaled/ Digital CS. Key focus areas for program included: resetting foundational requirements from a tools and processes perspective, communication strategy +.

Santa Barbara, CA, US

• Planned, led, and organized the execution of the Customer Experience programs and drove adherence across multiple organizations company-wide.
• Challenged the status quo where appropriate and sought innovative solutions that had significant impact on customer growth and retention, with specific focus on driving efficiency.
• Developed repeatable processes and procedures for Customer Experience team members to follow, as well as identifying key metrics to track and manage individual and team performance.
• Responsible for measuring, managing, and improving customer health, engagement, and value realization to ensure that investments made achieve the planned results.
• Defined success metrics and held self accountable to the business for delivering on (but not limited to) improved NPS response rates, scores and feedback, customer retention and renewals rates, increased customer usage.
• Effectively synthesized and communicated customer needs to other parts of the business, and acted as a customer champion within the company.

Santa Barbara, CA, US

Managed an amazing team of CSMs with the highest NPS across global CS org, as well as outperforming our growth and retention goals last few quarters and lowest percent of unresponsive customers globally. Led regular cross departmental meetings on how to tackle accounts up for renewal and at-risk, partnering with our Account Management, Sales, PS and.

Santa Barbara, CA, US

Austin, TX, US

• Created and drove the client life cycle process (including on-boarding, strategy consulting, performance reporting, and renewal) for enterprise-level customers of the website personalization platform which aided in.
• Developed CSM training guide for upsell tactics, key identifiers as well as a playbook for optimizing growth in accounts.
• Maintained a 100% CSAT rating, managing and monitoring risk indicators and escalations, as well as identifying revenue opportunities and securing renewals.
• Averaged a net retention of 125%, top performer in identifying and closing growth opportunities among our teams.
• Monitored and reported customer success monthly, as well as quarterly and annually, on client’s ROI – typically monitoring lift in engagement (average increase of 70%), conversions (average increase of 20-40%) and.

Austin, Texas, US

• Developed and maintained implementation process as well as developed and executed marketing communication plan for post sales needs, as well as managed quarterly roadmap and strategies for both the account management.
• Created and Generated and evaluated time projects, volume tracking and user statistics to provide quarterly feedback to clients for ROI discussions as well as managed hiring needs in both departments.
• Built risk process to monitor escalations of at-risk clients, ensure customer retention, develop reference resources and identify revenue opportunities within the current client base.
• Participated in QA/UAT for product releases and synthesize external customer feedback on new feature deployments to help influence the product roadmap and increase client retention.
• Primary internal support for contract updates and ensuring that the sales process goes off without a hitch/ ensure contracts get signed, questions answered, etc.

Austin, TX, US

• Through experience in Support and Implementation, developed the CS strategy and roles for AcademicWorks Customer Success team including routine customer cadence, CSAT evaluation, as well as customer reference, at-risk.
• Developed systematic methods to monitor system usage, and evaluate and potential errors in setup to ensure client success in the system.
• Consulted with the clients to derive and define best practices and encourage customer adoption based on experience with other systems to create the client success toolkit used to onboard new customers, drive CSAT.
• Built strong client facing relationships working with a wide range of stakeholders, including intensive training as a part of each implementation, proving the ability to break down technical concepts to a non-technical.

Austin, TX, US

Round Rock, Texas, US

US

San Francisco, CA, US