Devin Macdonald Email & Phone Number

Oakland, Ca, Us

Pleasanton, California, Us

As an original member of the Global Digital Customer Success Organization, I am spearheading a new approach to customer success, leveraging digital tools and technologies to help drive improved customer satisfaction and retention. I am responsible for developing and implementing CS strategies that align to Workday's key business objectives. I leverage data analytics and work cross functionally to identify pain points and solve for customer needs across a global customer base. This work involves delivering on building capabilities that are dependent on a variety of cross functional teams including but not limited to: Marketing, Support, Engineering, Product Management, Voice of Customer, Change Management, Operations and CS/CS Enablement.

Pleasanton, California, Us

Leading the creation of Workday's first Tech Touch Program, I ideated and executed on a new approach to Customer Success to proactively engage and support customers at scale, resulting in a first of its kind solution to engage customers digitally. I monitored and analyzed customer health and utilized usage data in order to target users for Health & Adoption Programs, Outreach and 1:Many Programs. In creating new digital assets and capabilities, I worked cross functionally to develop internal processes required to enable internal teams and create a seamless customer experience that led to increased levels of engagement and CSAT scores.

Pleasanton, California, Us

Promoted to manage and oversee customer service delivery activities for medium and large enterprise customer accounts, in this role I handle customer onboarding and enablement, project management of services, and account updates, by consistently identifying new improvements to drive program success. Serving more than 9,500 customers globally, I provide cross functional team leadership and global training and development. Responsible for leading the customer response program and I guide teams through brainstorming sessions, workshops and engaging activities and host internal webinars and podcasts about customer care and maximizing the client’s support experience. Notably, I participate in content strategy workshops enabling customers to access key resources on the customer platform/repository called “Community” used by over 190,000 users world-wide.

Pleasanton, California, Us

Acting as the initial bridge between sales and service throughout the customer onboarding process, I established and cultivated trust-based relationships with medium and large enterprise customer accounts through consistent written and verbal communication and follow-up. Engaging regularly with customers to understand their platform usage, needs, and requirements, I coordinated the customer onboarding experience, including providing account setup and training. I facilitated account meetings and taught each customer, project lead, and team how to navigate the Workday system. In this position, I onboarded 150+ accounts a year through excellent communication, problem-solving, and time management skills and hosted a webinar series for existing customers on product features that offered M&A information attended by over 1000 customers. Moreover, I worked with the global support team to provide 24/7 assistance and headed the escalation and resolution process.

Seattle, Washington, Us

Leading a team of 20+ Support Managers across 10+ store locations in Northern California with $MM in annual sales volume, I aligned the stores and teams behind a shared vision - to provide a great customer experience. Respected for supporting an array of executive-level projects from new store openings to first-time initiatives, I strengthened operations and continuously improving back-end processes. Responsible for streamlining business processes and facilitating store events, I improved organizational performance and efficiency while protecting merchandise and reducing shrinkage across my region.

Seattle, Washington, Us

In this role, I managed, trained and coached 20+ Customer Experience Specialists with a focus on anticipating and meeting customer needs and achieving increased customer satisfaction and loyalty. Mentored the sales team on customer interactions and sales while developing organizational processes and plans to generate revenue, I quarterbacked high-profile store projects from ideation to completion and managed continuous improvement initiatives. Most notably our team opened the highest number of customer accounts per store in the company and won a national recognition for implementing an app driving $MM in new revenue.