Debbie Stone Email & Phone Number

San Francisco, Ca, Us

San Francisco Bay Area

“To improve is to change; to be perfect is to change often.”-Winston Churchill. Change is a constant that I’ve learned to embrace. During 8+ years at Salesforce, I’ve had multiple roles, often concurrently, from manager to individual contributor, most recently as a PM focused on Service Cloud.My key remit in this role is cross-functional collaboration to drive product awareness, adoption, and growth, always with the customer experience in mind and the application of data insights.✸ Broke ground on brand-new digital in-app experiment strategy. Designed data-driven experiments end-to-end in close partnership with the Digital Growth team, to increase in-app learning and drive product usage. Successful experiment graduation led to a 25% increase in targeted feature usage, 18X increase YoY in monthly active learners and 20% YoY increase in reach.✸ Ideated and drove Monetization programs, in conjunction with Data Science, using data analysis to uncover new targeted pipeline for Sales Distribution leadership. Impact examples: generated $10-12M Pipe for Service add-on to Sales Cloud; one Sales BU closed < S1.1M in additional ACV.✸ Led key strategy to drive adoption and growth of Service automation. Proactively collaborated with Data Science to build maturity curve/journey, Product Marketing on internal/external growth strategy and Customer Success to create automation content and update all digital touchpoints.Product Manager: Starter Edition In-App Chatbot Experience✸ Led NLP chatbot strategy, winning buy-in from Executives, to create a new in-app digital touchpoint and help customers get started via a self-service out-of-the-box experience. ✸ Created product requirements document (PRD), 3 release roadmap and built first release designs for the internal components and architecture of the bot. ✸ Partnered with UX, Engineering, Business Technology and Product on Figma designs for chatbot in-app integration and behavior as well as implementation requirements.

San Francisco Bay Area

Questioning the status quo led me to win buy-in from Executives to rethink our customer support strategy, pivot our service, ops and strategy teams to implement a CX methodology and bridge the gap between support and experience. We focused on desired outcomes, solving pain points, customer effort and satisfaction, driving time to value and business results.✸ Set the bar as the first team in the company to operationally adopt a CX methodology, acting as an innovation center and sharing actionable insights across Salesforce.✸ Created CX vision and strategy aligned with wider business objectives, defining roles and responsibilities. Aligned with cross-functional leaders to set and execute goals to drive strategy.✸ In charge of transforming the customer experience end-to-end (E2E) across journey phases, i1-1, digital and in-product touchpoints. Worked with multiple cross-functional teams to research, analyze and resolve customer pain points.✸ Led and trained 3 managers and 18 IC's to adapt, understand and drive new CX and self-service strategies.✸ Synthesized product pain points and led cross-functional efforts to prioritize roadmaps, iterate, and experiment on the right UX designs, and develop effective content; better access via a floating chat icon ignited chatbot usage 570%.✸ Designed digital experience via pre-and post-sale onboarding center, edition guidance tool, and prescriptive in-app onboarding framed by data research analysis to support customer experience, learning, and self-service strategies.✸ Led high-performing team to consistently exceed key performance targets; average 3.72/4 CSAT and < 2hrs TTFR (Support), 4.8/5 CSAT (Adoption).✸ Boosted self-service strategy to scale the business; added and ran a checkout getting started call option, built a chatbot to handle sales and set up queries leading to a 21% trial conversion rate.✸ Exceeded company-set great leader targets consistently; endorsed as a high-performing leader via annual survey.

San Francisco, California, United States

Directed two key business objectives, managing multiple roles and teams simultaneously. Navigating change, successfully drove the launch of an onboarding experience for the newly released Essentials CRM product, while continuing the end of life and customer migration process for the Desk.com product.✸ Built brand-new vision, strategy, team, programs, tools and procedures from the ground up that delivered an innovative 1-1 and self-service differentiated onboarding experience, helping drive rapid product growth; 10K new logos and $25M in ARR.✸ Oversaw a team of onboarding coaches that acted as a testbed for the wider company, delivering pre and post sales tech support in new ways and driving new programs and tools to enhance the customer experience.✸ Launched the first Salesforce in-app help and case submission tool in conjunction with Product, providing quick and easy access to assistance right in-product.✸ Built the first case interaction CSAT option to capture real-time customer feedback and a CSAT save process to quickly act on that feedback. Drove an increased response rate of <10% to >20%, a higher CSAT of 3.6/4 and was quickly adopted by Sales.✸ Partnered with Product, sharing VOC (voice of the customer) feedback, product CSAT scores and case data influencing product roadmaps and designs.✸ Collaborated with Marketing and Sales to drive ACV; collated success stories, created opportunities from customer interactions, built Slack workflows to quickly provide help. ✸ Drove operational efficiency via new tools and processes e.g. saved 5-6 hrs/week and improved no show rate 27% with scheduling tool, reduced missed chats by 85% with first Slack and live chat tool integration.✸ Fostered environment of team building, equality and volunteering, creating yearly goals; collectively achieved >500 volunteer hours, 128% to goal.✸ Ensured team had development plans and ongoing coaching to reach professional and personal goals, as well as annual training targets.

San Francisco Bay Area

Drove large-scale change with the first ever Salesforce full product end of life experience as Director and Sr. Director at Desk.com, the same time as delivering CX initiatives for Essentials CRM. Partnering with other Services managers, designed and delivered the complete E.O.L strategy for Desk from scratch. Oversaw 2 managers, 1 program manager, 3 scale customer success specialists and 10 support engineers globally.✸ Took on a Marketing and Sales function to retain customers, driving the benefits of migrating from Desk.com to Service Cloud and exceeding customer migration AOV targets; 112% to goal ($7.3M).✸ Worked cross-functionally with Legal, Product, Sales Ops, Marketing, Tech Comms and DevOps to ensure every aspect of product retirement was seamlessly catered for.✸ Owned the migration of 4000+ customers, researching, testing and building innovative scalable programs, virtual and digital content and assets to translate complex customer business needs; reached 1100+ users via 175+ virtual sessions alone.✸ Led the Technical Support and Scale Programs teams, overseeing 2 managers and an outsourced services team, delivering support for both Desk.com and Service Cloud.✸ Empowered my high-achieving team to remain motivated and moving forward through a challenging time, via mentorship and a commitment to a customer-first mindset, resulting in a 95% CSAT score. ✸ Initiated a new simplified 1-1 migration program, delivering 240+ implementations, and a personalized demo program which was over goal at 102%.✸ Executed and personally program managed the customer facing and internal communications strategy and plans for all digital and Marketing assets.✸ Analyzed migration rates and program engagement to determine headcount needs and the number of programs needed to reach migration goals. ✸ Oversaw the rapid transition of our entire support system and processes from Desk.com to Service Cloud in a few months, seamlessly handling all the challenges this entailed.

San Francisco Bay Area

Managed global team of 15 in the US, EMEA and APAC responsible for 1-1 and self-service customer success, digital onboarding, and scale programs.✸ Transformed digital Help Center with a modern responsive design, improved navigation, search and CTA’s, complete review and update of all articles, new video and webinar library and guided journeys, optimized SEO and event promotion/sign-up to support Service Cloud migrations; grew page views 28%, and improved deflection by 21%.✸ Partnered with Product Management to build digital in-app walkthroughs for Admin use cases and initial onboarding set-up utilizing Pendo.✸ Created a digital onboarding program and online training materials for partners and customers including email nurture journeys, a one stop resource hub on the main Desk website and Trailhead trails.✸ Imagined new Success Community sharing educational content, best practices, tips and tricks and event information to drive customer success; grew user base to 1K in 6 months, adding to existing multi-channel community moderation support via Twitter and Facebook.✸ Instigated weekly top 10 Jira bug/UI prioritization process with Engineering addressing key issues 4x faster. ✸ Implemented custom Slack Bots, utilizing Heroku, to drive operational efficiency and team engagement e.g., service interruption swarming and handling, CSAT feedback and save process, article lookup and break coverage.✸ Built a central repository on Confluence for Support information and improved knowledge sharing, including daily updates and tips emailed via the site.✸ Created Hackathon events across our Services org to drive innovation, team building and learning, resulting in enhanced tools, processes and resources.✸ Setup a team building program, creating activities to improve teamwork and collaboration.

San Francisco Bay Area

San Francisco Bay Area

San Francisco Bay Area

Direct management of global support team based in London and San Francisco; supervising 20 employees, acting as first point of management contact for majority of global clients/partners and collaborating with global Sales team to assist with renewals/account management. • Ensured customer satisfaction of clients and partners, consistently reaching satisfaction ratings above 90%.• In charge of coaching, mentoring, monitoring and managing Technical Support and Customer Services teams to achieve defined and measurable targets, while ensuring employee satisfaction (above 80%).• Managed all aspects of the channel partner outsourced support program.• Worked effectively with other departments across the globe, building strong relationships to achieve common business goals and objectives; engaging in all aspects of product development lifecycle.• Represented customer’s perspective and acted as liaison between client and internal departments to coordinate and ensure efficient resolution of issues and high customer satisfaction.• Managed escalated service requests and ‘Fast Track’ bug fixes in conjunction with Engineering. • Prioritized bugs, consolidated feedback of issues & enhancement requests to product teams, submitted requirements for future releases and signed off product PRD’s.• Drove improvements to systems/processes from project proposal and planning through to testing and implementation. Identified and actioned areas where service and communication could be enhanced.• Utilized SalesForce CRM system effectively and identified case volume and root-issue trends, making recommendations to reduce inbound load, and drive those solutions through multiple departments.• Established and maintained team performance metrics, continued measurement of team against those metrics and completion of annual performance review program (setting team goals and objectives).• Displayed strong product knowledge and skills to mentor technical team when troubleshooting issues.

San Francisco Bay Area

Senior position managing a wider gamut of support services and teams, supervising 10 employees in the Americas. Delivered worldwide projects for product improvement and development, online support presence, channel partner programs, and support administration & reporting.

San Francisco Bay Area

Promoted to Support Manager, after demonstrating leadership skills as a TAM, and oversaw and ran the Americas Technical Support team. Specifically played a key role in the set-up of the new e-commerce store, online product development and the delivery of support services to online customers.

San Francisco Bay Area

Acted as a dedicated resource to an assigned set of Platinum level customers in post and pre-sales capacity. Operated in collaborative business and technical partnership with Workshare’s most strategic accounts, including AMLAW 25/Fortune 500 companies, and managed every aspect of relationship.

London, United Kingdom And San Francisco

Provided technical support to an international client base (largely legal, financial and pharmaceutical industries) for Workshare’s entire software suite.

Southend On Sea, United Kingdom

Provided support to B2B and B2C customers; including set-up of connections/email accounts, FTP upload, and solving difficulties with network connections, routing, and sending/receiving of emails on both Windows and Mac platforms.

London Colney

Provided support to business/private customers initially in the UK department, quickly moved up to the European section, then finally put in charge of Key Accounts. Had responsibility for the trial Internet collection service that was being introduced.

Msc, Computer Science

Ba (Hons), History

Salesforce.Com