Danielle Fisher Email and Phone Number
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International & Award-Winning Customer Success, Support, Experience, Professional Services and Operations Executive- Startup to IPORecognized through numerous industry awards, including:2020: Best Customer Satisfaction Strategy, CS Leader of the Year, Woman of the Year in CS, CS Department of the Year (All Other Industries), and CS Team of the Year.2019: Executive of the Year for Excellence in CS.2013: CS Executive of the Year and Best CS Team of the Year from the International Business Awards.As a customer success and operations leader, I have developed and scaled customer-centric organizations worldwide, focusing on retention, revenue growth, and operational excellence. My expertise spans high-growth SaaS and Cloud environments, leading global support, success, ops and engineering teams from startup to IPO while managing complex transformations. I have achieved financial synergies, strengthened platform integrations, and optimized P&L through strategic M&A initiatives.Organizational TransformationExpert in planning, strategy, and execution to build customer-focused organizations.Retention, Growth & Revenue ExpansionProven record of increasing customer engagement, renewals, and revenue growth by aligning success plans with customer objectives, reducing net-revenue churn, and driving CS-led growth through net retention revenue, upselling, second-order revenue, and referrals.Adoption OptimizationSkilled in removing obstacles to product/service adoption, maximizing customer value.Customer Satisfaction & NPSDedicated to enhancing customer and employee satisfaction, with a strong focus on improving Net Promoter Scores.Process ReengineeringExperience in process mapping, optimization, and enhancing operational efficiency.Customer Success TechnologyImplemented solutions to elevate customer and employee experiences, improving efficiency.Voice of the Customer (VOC)Developed feedback systems to shape business strategy and prioritize customer needs.P&L Management & M&A IntegrationProficient in managing P&L and integrating M&A efforts for teams, processes, and platforms.Global Workforce ManagementExpertise in building, developing, and leading high-performing customer-facing and operational teams across national and global scales, including nearshore and offshore operations.Data-Driven StrategyExpert in leveraging data and KPIs for scalable processes and impactful strategies.Collaborative LeadershipSkilled cross-functional leader, adept at communicating vision and value to customers, partners, and internal teams globally.
The Swahili Project (Elementary, Middle & High Schools)
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Deployment Strategist And VolunteerThe Swahili Project (Elementary, Middle & High Schools)California, United States
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Deployment Strategist / VolunteerThe Swahili Project (Elementary, Middle & High Schools) Apr 2021 - PresentMember of a team tasked with exploring the requirements to introduce Swahili (spoken by 15% Africans) as a language option, in a number of non-Swahili speaking countries' schools, across the African continent.
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Vice President Customer Support And Success - Strategy & Execution - From Startup To IpoDigitalocean Feb 2020 - PresentNew York, Ny, UsI was hired as a change agent to create the required strategy to build a global customer success & support organization from the ground up and transform our customer experience for a global customer base. As the Vice President of Customer Success & Support, I am responsible for the strategy and execution that allow us to deliver "experience as a product" to our customers. I lead a number of functions and a global team of Customer Success Managers, Developer Support, Developer Experience, Upstack engineers, learning and Development, QA, CSS Planning, Strategy, Execution and WFM. My team is located in North America, Asia and Europe. In only 10 months, my global team's execution of our strategy led to the transformation of our department into an award-winning organization (we won 5 industry awards), a significant improvement of all our metrics, while contributing to our NDR improvement.From onboarding to nurture, engagement, retention and expansion, my team and I created a strategy that aligns our success plans with our customers' organizational strategies. Customer happiness is no longer enough, Support & Success organizations must strive to help our customers succeed.
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Director Of Global Support - Tier 1, 2, 3 & Support Software EngineersKeeptruckin Aug 2018 - Feb 2020San Francisco, California, UsResponsible for leading a global 200-seat support organization based in Islamabad Pakistan, San Francisco, and New York. My team of technical support, software engineers, and API specialists are tasked with providing software and hardware support to internal and external clients. Within a year we created and executed a successful strategy that resulted in a greater experience, greater retention, increased satisfaction for customers and employees, and an industry award: Executive of the Year Award - for Excellence in CS. -
Co-Founding MemberS.T.E.F Mar 2018 - Jul 2018Now advising a team of young and smart UC Berkeley & Stanford students and graduates building the next best social media app.Nous recherchons des développeurs IOS et Android. Que vous soyez en France ou aux USA est sans importance. Notre équipe (qui comprend des pro de MIT et Berkeley) est internationale. N'hesitez pas a' me contacter.
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Call Center And Customer Success ExpertConsultant Apr 2015 - Mar 2018I assist B2B and B2C companies with customer service and success strategies and executionranging from building contact centers and customer success organizations from the ground up,to re-engineering and scaling existing departments. My expertise includes churn reduction, NPSand Csat improvement, CS systems selection and implementation, BPO vendor management.Some of my clients include:CN Healthcare - Head of Contact centerPortus Group - Call center technology selection and deploymentExperian – LMB - Call center performance improvement and technology selectionWaste Management - relocation and consolidation of a dozen call centersLeadpoint – Call center strategy and execution
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Consultant Assignment - Director Of Customer Support & Customer SuccessYapstone Nov 2016 - Apr 2017Walnut Creek, California, UsI was hired as a consultant to help the company achieve 2 main goals. For their customer support organization, I was tasked with transitioning the operations from the US to Europe and Asia. In addition I was asked to transform the client success team into a growth driver, while reducing an increasingly high churn rate. -
Director Of Customer Success, Experience & RetentionLeadpages Feb 2014 - Mar 2015Minneapolis, Minnesota, UsI was hired to do two things, reduce an alarmingly high churn rate and scale a customer success organization for a SaaS company handling B2B customers. I had several teams both in-house and remote: Retention, Customer Success, Account Management, Customer Support, and Onboarding. My teams were responsible for everything from onboarding, and recurring revenue management to retention and technical support. -
Director Of Customer Success, Support, Stores, Bpo & FraudRafter, Inc. Mar 2010 - Dec 2013San Mateo, Ca, UsI was hired to build customer success and support organizations from the ground up. I was alsoresponsible for retention, revenue expansion, and renewal. My teams handled everything from onboarding, service, and technical support, to vendor management, Stores relationships and inventory, warehouse, and fraud prevention. -
Senior Director Of Customer Success, Professional Services, And SupportLivebooks, Inc. Jan 2008 - Mar 2010Austin, Texas, UsLivebooks - that has since been acquired - was a Saas that powered the web presence ofthousands of SMB's and was the leading provider of award-winning custom and predesignedwebsites. I was tasked with building and scaling their customer success, professional services,and support departments. -
Global Senior Director Of Quality, Bpo, Contact Center, & SalesBlue Casa Communications Feb 2006 - Jan 2008Santa Barbara, Ca, UsI was responsible for planning, developing and executing the CS strategy of three sales andservice call centers, two of which are located in Mexico. I also managed a BPO partner withover 450 customer service and sales agents. -
Head Of Customer ServiceStubhub Mar 2004 - Dec 2005New York, Ny, UsI was hired to build two contact centers from the ground up. While at Stubhub myresponsibilities included: people and performance management, budgeting, scheduling,systems selection and deployment, customer satisfaction.
Danielle Fisher Skills
Danielle Fisher Education Details
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Industry Awards, Recognition & More -
Universite Du Mont St. Aignant / EpiLaw School / Business
Frequently Asked Questions about Danielle Fisher
What company does Danielle Fisher work for?
Danielle Fisher works for The Swahili Project (Elementary, Middle & High Schools)
What is Danielle Fisher's role at the current company?
Danielle Fisher's current role is Deployment Strategist and Volunteer.
What is Danielle Fisher's email address?
Danielle Fisher's email address is df****@****one.com
What schools did Danielle Fisher attend?
Danielle Fisher attended Industry Awards, Recognition & More, Universite Du Mont St. Aignant / Epi.
What are some of Danielle Fisher's interests?
Danielle Fisher has interest in Start Ups, Psychology, World Injustices, The Fate Of Emerging Countries, World Politics, Cultural Differences, Filmmaking, Customer Experience Strategies, World Travel.
What skills is Danielle Fisher known for?
Danielle Fisher has skills like Leadership, Management, Start Ups, Crm, Customer Service, Team Building, Customer Experience, Vendor Management, Strategy, Operations Management, Customer Satisfaction, Customer Retention.
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