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.
• 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%.
• 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.
• 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

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.
• 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.

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.
• 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.
• 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