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Debbie Stone Email & Phone Number
Adoption Consultant, Advisor
at
Expand and Reach Solutions
LinkedIn matched
✓ Verified Jun 2026
3 data sources
Profile completeness 86%
Current company
Role
Adoption Consultant, Advisor
Location
San Francisco, California, United States
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Quick answer
Debbie Stone is listed as Adoption Consultant, Advisor at Expand and Reach Solutions, based in San Francisco, California, United States. AeroLeads shows a matched LinkedIn profile for Debbie Stone.
Debbie Stone previously worked as Advisory at Support Driven and Senior Director Digital Education, Adoption, Growth and Insights, Product Management at Salesforce. Debbie Stone holds Msc, Computer Science from University Of Hertfordshire.
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Profile bio
About Debbie Stone
“Improve the experience and everybody wins.”-Dharmesh Shah. I love digging into problems and solving customer pain points. I cherish seeing folks on my team grow and flourish. This is what makes me tick and I’ve been lucky to do both over 15+ years leading some amazing customer experience teams. My mission is to make the difference that gets a customer to go ‘WOW’ and fall and stay in love with a brand, in turn helping that business stand out and grow.Customer service was in my blood even as a teenager working in a clothes store. I diligently ensured everything was always folded in size order (it’s frustrating spending ages trying to find your size right!). I followed my calling holding customer-centric roles in support, onboarding, adoption, and growth. What I learned on my journey though, is it's not just about getting a customer from A to B, it’s about their experience on that journey. You can bring customers in the door but to build lasting relationships and grow your brand you must provide a great experience at every touchpoint. So, I’ve focused on bettering experiences across the journey like product learning and adoption, self-service, in-app help, and customer feedback. Here’s a little of what I’ve learned and my approach:Sometimes You Need To Color Outside The Lines Or Push The Envelope✸My managers say my tenacity is a strength. Colleagues tell me I'm forward-thinking and intuitive (could be living/breathing customers). I like the challenge of turning a no into a yes and taking calculated risks if a new strategy will make a positive impact. ✅Two such wins: Built the first Salesforce in-app chatbot leading to 100% ↑ in engagement MoM, 21% trial conversion rate. Pioneered a cross-functional in-app experiment strategy which saw a 25% ↑ in feature usage, 18X ↑ YoY in monthly learners.I Can Successfully Lead, Build, And Scale Teams. To Do Great Things I Need An Incredible Group Of People Behind Me Working As One✸To me the employee experience is equally vital to the customer one. My greatest compliment; is being told I’m one of the most caring managers to work for and I’ve inspired folks to push themselves, be their best, and grow.✅ Doing great things: At Salesforce we consistently exceeded targets averaging 3.72/4 CSAT, < 2hrs TTFR (Support), and 4.8/5 CSAT (Adoption).Interested in learning more? Let's connect!SKILLS: Customer Experience Methodology, Strategy, Execution | Customer Engagement, Success, Retention | Team Leadership, Building, Development | Cross-Functional Partnership | Data-Driven Insights, Metrics, Solutions
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Debbie Stone's current company
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17 roles · 20 years
Debbie Stone work experience
A career timeline built from the work history available for this profile.
Adoption Consultant, Advisor
Current
May 2024 - Present
Advisory
Current
May 2024 - Present
Senior Director Digital Education, Adoption, Growth And Insights, Product Management
“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.
Aug 2021 - Apr 2023
Senior Director Customer Experience (Cx)
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.
Aug 2019 - Jan 2022
Director Support & Onboarding (Essentials Crm)
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.
Feb 2019 - Aug 2019
Senior Director Global Technical Support & Scale Programs
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.
Aug 2019 - Mar 2020
Director Global Technical Support, Onboarding & Scale Programs
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.
Nov 2016 - Aug 2019
Senior Manager Global Technical Support & Customer Onboarding
Aug 2015 - Nov 2016
Manager Global Technical Support
Jul 2014 - Aug 2015
Global Director Of Corporate Support
- 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.
- 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.
2011 - 2013
~2 yrs
Director Technical Support-Americas
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.
2008 - 2011
~3 yrs
Technical Support Manager-Americas
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.
2006 - 2008
~2 yrs
Technical Account Manager-Americas
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.
May 2005 - Sep 2006
Customer Support Representative
Provided technical support to an international client base (largely legal, financial and pharmaceutical industries) for Workshare’s entire software suite.
Nov 2003 - May 2005
Technical Support Representative
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.
Apr 2002 - Nov 2003
Customer Service Agent
Securicor Omega Express
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.
Mar 2000 - Oct 2000
3 education records
Debbie Stone education
Msc, Computer Science
Ba (Hons), History
Salesforce.Com
FAQ
Frequently asked questions about Debbie Stone
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What company does Debbie Stone work for?
Debbie Stone works for Expand and Reach Solutions.
What is Debbie Stone's role at Expand and Reach Solutions?
Debbie Stone is listed as Adoption Consultant, Advisor at Expand and Reach Solutions.
Where is Debbie Stone based?
Debbie Stone is based in San Francisco, California, United States while working with Expand and Reach Solutions.
What companies has Debbie Stone worked for?
Debbie Stone has worked for Expand And Reach Solutions, Support Driven, Salesforce, Desk.Com, and Workshare.
How can I contact Debbie Stone?
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What schools did Debbie Stone attend?
Debbie Stone holds Msc, Computer Science from University Of Hertfordshire.
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