Cynthia Balusek Email & Phone Number

Temple Terrace, Florida, US

• Global SaaS provider of Service Lifecycle Management software focused on simplifying service delivery for complex and configurable products.
• Reported to the CEO. Responsible for post-sales services, education, and support.
• Led global team of Project Managers, Software Engineers (java, web, mobile, ETL), and director-level leadership using agile methodologies to achieve results.
• Created first services and support headcount model and budget to allow for growth and scale
• Conducted first NPS (Net Promoter Score) and customer satisfaction survey, creating action plan to address areas of improvement.
• Participated in presales activities to help sell the Mize solution and services to major accounts, creating first slides to highlight the team’s story

Alpharetta, Georgia, US

• Global SaaS provider of science-based pricing, promotion, space and competitive insight for innovative retailers.
• Reported to the COO / CCO. Responsible for post-implementation client care
• Led global, remote team of Price Strategists and Data Integration engineers to help retailers use the Revionics product suite to achieve their fiscal goals.
• Managed all services (implementation, customer success, and support) for the Competitive Insights business unit
• Identified issues, areas of opportunity, and concerns regarding support tooling, and led effort to acquire and deploy a new support tool to improve customer experience and support analytics, leading to a 3x increase in.
• Achieved 96% customer satisfaction rate on support cases with a 2.1-hour median first response time.

Austin, TX, US

• Cloud-based, predictive analytics platform that delivers insights to the frontlines of education.
• Reported to the CCO. Responsible for software delivery and all post-sales services for newly acquired company.
• Led Project Management, Data Engineering, and Support teams, hiring managers and initial team members
• Head of Services for acquired company, including Implementation, Support, and Customer Success team
• Created support team from the ground up, including selecting and deploying client case tools, developing scope, and processes to take care of our clients
• Created customer success treatment model for newly acquired company, focused on improving customer usage and adoption

Austin, Texas, US

• Privately held technology company that develops e-commerce software for businesses.
• Reported to the CMO. Responsible for all post-sale for fee client services and client retention.
• Led Retention, Enterprise Client Success Manager, Upsell, and Migration Services teams, directly managing leaders at the Director and Manager level
• Owned retention number for the business, and supervised cross company initiatives to improve retention, increase upsells, and decrease churn
• Created Enterprise Customer Success strategy to guide client success and retention for company’s largest accounts
• Transformed the Migration service to become a competitive differentiator while providing a fast and cost effective service for our clients

Austin, Texas, US

• Marketing and advertising services.
• Reported to the CEO. Responsible for all post-sales client-facing functions.
• Led Services and Support team, comprised of all post-sale client functions, including deployment, support, retention, upsells, and client nurturing marketing.to reduce churn by 40%
• Created onboarding process and managed team to a 30-day onboarding rate of 90%.
• Developed and managed support team to a consistent 99% 4 business hour SLA and 96% client satisfaction survey rate (10 point improvement)
• Created retention team and developed retention strategies, including managing client nurturing marketing position.

Charleston, South Carolina, US

• Software company focused on the Non-Profit sector. Blackbaud acquired Convio in 2012.
• Reported to the VP, Services. Accountable for $3M in services revenue, team project performance, margin, and billable utilization.
• Managed team of project managers responsible for high-end client retained services engagements
• Managed web developer manager and indirectly managed team of web developers.
• Represented services team in sales pursuits, drafting proposals, contract language, and demonstrating value of services
• Picked to represent former Convio business on key company initiatives, including bonus plans, product satisfaction, and account team roles and responsibilities.

Austin, TX, US

*Reported to the Director, Client Care. Responsible for customer support for all high-end accounts.*Developed and managed a team (including team leads) to operate at 100% "meets expectations" or above*Increased productivity 100% in 6 months*Represented support department in cross department meetings, and helped improve reputation of team across.

Austin, TX, US

*Reported to the Director, Professional Services. Responsible for deployment and customer success for Convio’s largest account.*Managed several simultaneous projects for one of Convio's largest customers*Managed the largest event deployment in the company on time and on budget. This single deployment was equivalent to the number of events ever deployed in.

Folsom, California, US

*Managed implementation team, including resourcing and scheduling project managers and resources*Led between seven and fourteen simultaneous PeopleAdmin implementations, including weekly customer meetings, requirements gathering, and software customization.*Analyzed, documented, and provided recommendations for client’s business processes*Designed.

*Implemented and ran several benchmarks and developed test model for build performance verification*Managed four performance labs comprising 140 client machines and various high and low end x86 servers*Administered IT infrastructure including Exchange server, Active Directory domain, and backups

*Lead team to upgrade all clients and servers to Windows 2000*Upgraded Exchange 5.5 organization to Exchange 2000*Worked on team to design redundant web servers and network design for several projects *Implemented early and beta releases of the Motive System for internal use

Houston, Texas, US

*Lead application specialist team to provide support for customer*Implemented drilling software reporting system which won the Windows NT Magazine NT Innovator Award

Master Of Business Administration (Mba), Business

Ba, Politics

Education record