Cyn Taylor Email and Phone Number
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Cyn Taylor is a Customer Success Leader | Customer Experience Strategy & Innovation at NVIDIA. Colleagues describe them as "Cyn's dedication to the customer is unparalleled. She works hard to ensure her customers are getting the best value out of the software, while being an absolutely blast to work with. Her customers love her and her coworkers love her. Cynthia truly understands the customer perspective and tirelessly turns issues into opportunities, but sticks the landing by driving resolution and creating relationships that outlast her tenure. I can't think of anyone else I'd rather have on my team.", "Cyn is amazing and anyone who gets to work with her should be lucky. She goes above and beyond to make clients happy and takes great pride in her work. She is continually trying to learn new skills and better herself while sharing her knowledge with others. Cyn is compassionate and caring in life and in business and will continue to grow in her career and be a valued asset where ever she goes.", and "Cynthia's AcademicWorks customers absolutely loved her. It was not uncommon that I would be speaking with a customer about their invoice and they would ask me something more in-depth about their system. When I transferred a customer to Cynthia, I always knew she would resolve the problem and/or answer the question for them quickly, with kindness and thoroughness. On top of that, she's got a great personality and sense of humor so she's fun to work with. I miss getting to see her on a regular basis."
Nvidia
View- Website:
- nvidia.com
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Head Of Customer Success Operations, AiNvidia Dec 2022 - PresentSanta Clara, Ca, Us
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Advisory Panel - Bauer College Of Business, Cx CertificationCustomer Experience At University Of Houston Bauer Business College Mar 2021 - PresentHouston, Tx, Us -
Customer Success MentorWomen In Customer Success Feb 2023 - PresentLondon, Gb -
Customer Success CoachCatalyst Software Aug 2022 - PresentNew York, New York, UsInvited 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. -
Manager, Customer Success - Scaled Program (Consulting Engagement)Mongodb Jul 2022 - Sep 2022New York, Ny, UsLeveraged 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 + management, Scaled best practices, properly aligned metrics and KPIs and team enablement. -
Manager, Customer ExperienceLogicmonitor Jul 2021 - Jun 2022Santa 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 and adoption, whitespace/upsell rates, response times, communication and quality of customer experience.• Effectively synthesized and communicated customer needs to other parts of the business, and acted as a customer champion within the company.• Worked collaboratively and influenced other departments to promote customer satisfaction success and implement solutions. -
Manager, Customer SuccessLogicmonitor Feb 2020 - Jul 2021Santa Barbara, Ca, UsManaged 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 Support teams to mitigate churn and maximize growth. Re-created the risk program, spanning 5 departments identifying pain points and areas of opportunity to build success criteria and create actionable workflows and processes resulting in better forecasting of churn, reduction/ mitigation of churn, and providing clear guidance to CSMs to restore account health of risky customers. Deployed initial build-out of the Tech Touch program, reducing required headcount, identify risk in those accounts, and create an onboarding experience to ensure maximum success in the most critical portion of the customer journey. Identify and coach on areas for process improvements and improve team efficiencies and capabilities to maximize overall team performance (workflow efficiency, retention, growth, process development, reporting which leads to better KPI visibility, etc.)Process improvement junkie- including leading in Customer Advisory Board, development of best practice documentation, upsell trainings and other CS toolkit materials to drive CSAT and improve overall customer experience as well as maximize revenue retention and growth.
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Senior Customer Success Manager, EnterpriseLogicmonitor Feb 2018 - Feb 2020Santa Barbara, Ca, Us
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Sr. Manager, Enterprise Customer SuccessBound Nov 2016 - Feb 2018Austin, 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 overall NPS score of 8 (~1.9 higher than company average) and assisted in decreasing overall churn.•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 other KPIs as defined and re-evaluated quarterly. -
Head Of Customer SuccessStudent Loan Genius (Formerly Student Loan Benefits) Nov 2015 - Nov 2016Austin, 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 and support roles.• 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. -
Customer Success Manager & Implementation Project ManagerAcademicworks Jan 2013 - Nov 2015Austin, 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, CS qualified leads and revenue generation programs. • 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, improve retention and improve upon go live timelines.• 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 audience. -
Finance Service Representative IiEpicor Software Corp Apr 2011 - Jan 2013Austin, Tx, Us -
Purchasing ManagerTexas Highway Products Oct 2008 - Apr 2011Round Rock, Texas, Us -
Consumer Operations ManagerSweet Leaf Tea Jul 2007 - Oct 2008Us -
Credit ManagerWilbur-Ellis Company Feb 2005 - Jul 2007San Francisco, Ca, Us
Cyn Taylor Education Details
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Texas A&M University-Corpus Christi
Frequently Asked Questions about Cyn Taylor
What company does Cyn Taylor work for?
Cyn Taylor works for Nvidia
What is Cyn Taylor's role at the current company?
Cyn Taylor's current role is Customer Success Leader | Customer Experience Strategy & Innovation.
What is Cyn Taylor's email address?
Cyn Taylor's email address is ct****@****tor.com
What is Cyn Taylor's direct phone number?
Cyn Taylor's direct phone number is +151258*****
What schools did Cyn Taylor attend?
Cyn Taylor attended Texas A&m University-Corpus Christi.
Who are Cyn Taylor's colleagues?
Cyn Taylor's colleagues are Alexander Kalinkin, Yu-Chih Hung, Junhong Liu, Christopher Schultz, Matan Lalush, Foja Bains, Vishal Tailor.
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