Ed Goodwin Email & Phone Number

Aggregate, analyze and report to executive leadership on past results and renewals and upsell forecasts, e.g. through dashboards and presentationsTrack leading indicators of churn and growth to understand and provide solutions for gapsEnhance the Efficiency of CS Workflows and ProcessesMap the Full Customer Journey & Lifecycle;Determine the timing and content for CS Team along the customer's journey to drive optimal adoption and net promoter score though digital journey developmentCreate and implement customer playbooks that use a 1:Many communications approach to synchronize touch points cadenceDetect early signals of at-risk customers, design playbooks for CS Teams to address them, and provide path to escalationCoordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CS Teams to:Improve existing internal processes to remove roadblocks and increase efficiency between CS, Product, Sales Teams and customersAggregate and review common customer issues/roadblocks and provide solutions to mitigateProvide feedback to Sales on the readiness of our customersDefine and monitor internal customer health scoringAccount allocation and capacity planning - review, monitor and participate in updating as needed customer tier structure and forecast hiring needsDetermine the metrics on which KPIs are based, and define targets and tracking for those metricsImplement and manage software that facilitates CS Ops activitiesCreate and maintain systems that will track and maximize the quality, efficiency and performance of customer success.

Provide exceptional service to internal and external clients. Assist external clients via phone, email and chatListen, and reassure clients. Take ownership for client issues and satisfaction.Provide clear, concise direction to resolve client issues.

Oversaw a team of 25-30 Customer service agentsProvided feedback, direction and correction to teamMentored and advanced employees to supervisory rolesDeveloped a mentorship program that was implemented company-wideAssisted in the development of new manager training courses and requirements to be implemented company-wide.Mentored 5 supervisors across 3 programs.Worked with clients to determine requirements for agents and monitor programs achievement of those requirements.