Dorie Wallace Email & Phone Number

Charleston, Sc, Us

Charleston, South Carolina, Us

• Lead the strategic vision of the organization• Ensure fiduciary oversight and financial management• Represent the organization at public functions and increase awareness in the community

Boca Raton, Florida, Us

Anthology was formed in 2020, a company created from 4 mergers. I led product-related corporate strategies and focused on defining and deploying practices and strategies to create an aligned organization. ● Developed a strategic plan to drive adoption utilizing a tiered engagement approach; 50% 𝐠𝐫𝐨𝐰𝐭𝐡 𝐢𝐧 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐚𝐝𝐨𝐩𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 2.8𝐗 𝐍𝐏𝐒 𝐢𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭● Designed and executed an adoption toolkit, eliminating the change management challenges that align with major software upgrades; 29% 𝐜𝐥𝐢𝐞𝐧𝐭 𝐚𝐝𝐨𝐩𝐭𝐢𝐨𝐧 in less than 6 months● Launched Anthology's first Idea Exchange, a user feedback portal to engage clients and build trust; within one year, 72% 𝐜𝐥𝐢𝐞𝐧𝐭 𝐞𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 and over 11,000 client perspectives were implemented or added to the product roadmap● Defined and implemented a Client Feedback Operating Model to drive ongoing learnings and client engagement● Managed the OpEx and CapEx annual budget process for the entire Product Organization; 𝐈𝐝𝐞𝐧𝐭𝐢𝐟𝐢𝐞𝐝 5% 𝐢𝐧 𝐩𝐫𝐞𝐯𝐢𝐨𝐮𝐬𝐥𝐲 𝐦𝐢𝐬𝐜𝐥𝐚𝐬𝐬𝐢𝐟𝐢𝐞𝐝 𝐞𝐱𝐩𝐞𝐧𝐬𝐞𝐬

Charleston, Sc, Us

As Benefitfocus' first Director of Operational Excellence, I led several strategic initiatives including process improvement, new product delivery, and client experience. ● Developed and deployed a new operational model regarding service level agreements to eliminate internal friction and reduce the barrier to entry during the sales process; 𝐈𝐧𝐜𝐫𝐞𝐚𝐬𝐞𝐝 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐥𝐞𝐯𝐞𝐥 𝐝𝐞𝐥𝐢𝐯𝐞𝐫𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐟𝐫𝐨𝐦 29% 𝐭𝐨 100%● Developed the initial strategy to increase chat adoption; creating a significantly better experience for our clients at a lower cost support model. First quarter delivered a 335% 𝐢𝐧𝐜𝐫𝐞𝐚𝐬𝐞 𝐢𝐧 𝐜𝐡𝐚𝐭 𝐮𝐬𝐚𝐠𝐞● Implemented process improvements to improve the client experience; 𝐫𝐞𝐝𝐮𝐜𝐞𝐝 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬 𝐛𝐲 10%● Produced a business plan including automation requirements, financial model, and operating plan to increase revenue and meet a key market need●Diversity & Inclusion Board member, advocating for initiatives improving corporate inclusivity

Charleston, South Carolina, Us

I was excited to lead an amazing team of Customer Success Managers, Renewal Specialists, Adoption Managers focused on proactively partnering with customers to improve satisfaction, accelerate product adoption, strengthen our relationship, and maximize retention. During my tenure, we 𝐢𝐧𝐜𝐫𝐞𝐚𝐬𝐞𝐝 𝐍𝐞𝐭 𝐑𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧 𝐛𝐲 3.7% 𝐚𝐧𝐝 𝐩𝐫𝐨𝐭𝐞𝐜𝐭𝐞𝐝 𝐨𝐯𝐞𝐫 1300 𝐚𝐭-𝐫𝐢𝐬𝐤 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐫𝐞𝐬𝐮𝐥𝐭𝐢𝐧𝐠 𝐢𝐧 $14𝐌 𝐢𝐧 𝐬𝐚𝐯𝐞𝐝 𝐫𝐞𝐯𝐞𝐧𝐮𝐞.● Accountable for $300M in ARR from 10K customers; Increased Gross Retention by 1.6 ppts● Led the development of a preemptive multi-channel adoption methodology driving a 60% increase in adoption in 4 months● Increased bookings from Customer Success sales leads by $3.8M in 2017● Delivered thought leadership campaigns to drive product adoption and customer outcomes; Increased customer outcomes by 43%● Delivered 30% customer referencability●Diversity, Equality, & Inclusion Board member; LGBTQ Group SponsorOur team was honored with the 2017 𝐏𝐮𝐥𝐬𝐞 𝐛𝐲 𝐆𝐚𝐢𝐧𝐬𝐢𝐠𝐡𝐭 𝐚𝐰𝐚𝐫𝐝 𝐢𝐧 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 𝐄𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞!

Charleston, South Carolina, Us

I was incredibly proud to lead a team of 250+ professionals serving 38,000+ customers in the US and Canada. We were responsible for supporting customers’ needs and ensuring their success using our solutions. In my 5-year tenure, we 𝐝𝐞𝐜𝐫𝐞𝐚𝐬𝐞𝐝 𝐜𝐨𝐬𝐭 𝐩𝐞𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐛𝐲 47% 𝐰𝐡𝐢𝐥𝐞 𝐦𝐚𝐢𝐧𝐭𝐚𝐢𝐧𝐢𝐧𝐠 𝐚𝐧 𝐢𝐧𝐝𝐮𝐬𝐭𝐫𝐲 𝐥𝐞𝐚𝐝𝐢𝐧𝐠 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧. To maintain that customer focus during an effort to reduce costs, we focused on the attributes of accountability, responsiveness, and empathy. We also saw the following quantitative improvements:● Highest Customer Satisfaction since February 2010 - 93% in 2016● Lowest Average Speed of Answer since 2009● Highest First Contact Resolution in Blackbaud’s history - 87% in 2016● Deflected 1M cases in 2016 through proactive and preemptive support methodsWe were honored with 3 𝐒𝐭𝐞𝐯𝐢𝐞 𝐀𝐰𝐚𝐫𝐝𝐬 𝐟𝐨𝐫 𝐓𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐄𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞 in 2016: Silver in Best Use of Technology in Customer Service and Innovation in Customer Service, Bronze in Contact Center of the Year (Over 100 Seats)

Charleston, South Carolina, Us

As Blackbaud's first Director of Operational Excellence, I developed and led key strategies focused on increasing sales effectiveness, improving the customer experience, and eliminating internal friction.● Developed and implemented sales program that 𝐫𝐞𝐝𝐮𝐜𝐞𝐝 𝐥𝐨𝐬𝐬𝐞𝐬 𝐢𝐧 𝐚 𝐤𝐞𝐲 𝐦𝐚𝐫𝐤𝐞𝐭 𝐬𝐞𝐠𝐦𝐞𝐧𝐭 𝐛𝐲 20 𝐩𝐞𝐫𝐜𝐞𝐧𝐭𝐚𝐠𝐞 𝐩𝐨𝐢𝐧𝐭𝐬 and generated over $2M in incremental bookings in 2 quarters● Redesigned client sales order and contracts processes 𝐫𝐞𝐝𝐮𝐜𝐢𝐧𝐠 𝐜𝐨𝐧𝐭𝐫𝐚𝐜𝐭 𝐭𝐞𝐫𝐦𝐬 𝐛𝐲 𝐦𝐨𝐫𝐞 𝐭𝐡𝐚𝐧 50%; enabling a quicker sales cycle● Implemented and managed a corporate-wide service recovery program; resulting in a 78% 𝐢𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭 𝐢𝐧 𝐍𝐏𝐒● Managed professional services team as we migrated from a time & materials model to a SaaS model, 𝐞𝐱𝐜𝐞𝐞𝐝𝐢𝐧𝐠 𝐫𝐞𝐯𝐞𝐧𝐮𝐞 𝐭𝐚𝐫𝐠𝐞𝐭𝐬 𝐢𝐧 𝐭𝐡𝐞 𝐟𝐢𝐫𝐬𝐭 6 𝐦𝐨𝐧𝐭𝐡𝐬

Charleston, South Carolina, Us

As the Operations Manager, I led the services and support division of Target Analytics. I was directly responsible for a $20M P&L; a team of 40+ managers and seasoned professionals; services positioning and pricing; and new product development.● Within first six months in the position, 𝐝𝐫𝐨𝐯𝐞 𝐫𝐞𝐯𝐞𝐧𝐮𝐞 𝐟𝐫𝐨𝐦 𝐛𝐞𝐥𝐨𝐰 𝐛𝐮𝐝𝐠𝐞𝐭 𝐭𝐨 107% 𝐨𝐟 𝐛𝐮𝐝𝐠𝐞𝐭 ● Consistently met and exceeded department budget and profit margin due to stringent cost control and effective backlog analysis and management● Responsible for customer satisfaction in all products and services, leading the support team to the 𝐡𝐢𝐠𝐡𝐞𝐬𝐭 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 𝐢𝐧 𝐭𝐡𝐞 𝐜𝐨𝐦𝐩𝐚𝐧𝐲 ● Owned and executed strategic direction for all service-related products; Identified an underserved market segment and 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐞𝐝 𝐚 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐥𝐞 𝐟𝐨𝐫 12% 𝐨𝐟 𝐭𝐨𝐭𝐚𝐥 𝐬𝐚𝐥𝐞𝐬 in the first year● Increased employee engagement from 2.3 𝐩𝐩𝐭𝐬 𝐛𝐞𝐥𝐨𝐰 𝐭𝐡𝐞 𝐜𝐨𝐫𝐩𝐨𝐫𝐚𝐭𝐞 𝐚𝐯𝐞𝐫𝐚𝐠𝐞 𝐭𝐨 4.7 𝐩𝐩𝐭𝐬 𝐚𝐛𝐨𝐯𝐞 the corporate average

Charleston, South Carolina, Us

I led product management for The Raiser's Edge, Blackbaud's flagship product for the majority of my time in Product Management. I also served as Blackbaud's first International Product Manager and the Product Manager for Blackbaud Analytics and Data Enrichment Services. I was responsible for market analysis and requirements, strategic planning, pricing, customer escalations, new product offerings, and partnership management.● Owned and executed strategic direction, market research, pricing, and positioning; 2006 product release resulted in 58 𝐩𝐩𝐬 𝐢𝐧𝐜𝐫𝐞𝐚𝐬𝐞 𝐢𝐧 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐬𝐞𝐥𝐞𝐜𝐭𝐢𝐧𝐠 𝐭𝐡𝐞 𝐩𝐫𝐞𝐦𝐢𝐮𝐦 𝐨𝐩𝐭𝐢𝐨𝐧● Developed and implemented appropriate pricing structures; 2004 pricing change resulted in a 61% 𝐢𝐧𝐜𝐫𝐞𝐚𝐬𝐞 𝐢𝐧 𝐚𝐯𝐞𝐫𝐚𝐠𝐞 𝐩𝐞𝐫-𝐮𝐬𝐞𝐫 𝐬𝐚𝐥𝐞𝐬 𝐩𝐫𝐢𝐜𝐞● Also served as Customer Support Analyst and Product Lead from 1998-2001

Charleston, Sc, Us

I was honored to teach a 300-level course on business communications at The College of Charleston. I focused on bringing real-life scenarios into the classroom and giving the students practice through exercises and assignments. I also led several full day seminars about Business Communication to the MBA program.

Mba, Strategic Management & Customer Service

Bs, Business

Business