Emily Brennan Email & Phone Number

New York, Ny, Us

Responsible for customer experience excellence throughout the organization and drives transformational initiatives promoting adoption, improving customer health & sentiment, and increasing value globally. This role involves detailed strategic planning, design, mapping, and implementation of initiatives to enhance the customer journey throughout the post-sale customer lifecycle for multiple personas & products orchestrated across channels inside & outside the product.

Belmont, Ca, Us

Led cross-functional customer experience design team and built growth programs as the company expanded from $1.9B to $2.4B+ ARR. Accomplishments:• Led vision workshop with C-level and GM executives as RingCentral Customer Success transitioned to the end-to-end Small Business Group (SBG), uniting 37 senior stakeholders across 10 functions and collaborating with EY on roadmap outputs.• Achieved $3M ARR growth in 6 months by leading companywide onboarding program with C-level sponsorship• Improved SMB onboarding net retention by 12% through focused changes to product, handoff processes, and lifecycle marketing informed by NPS feedback and business analytics• Facilitated design thinking workshop resulting in product roadmap improvements and a multi-million dollar investment in Gainsight business architecture• Drove product adoption programs, including scaled GTM & adoption for Events and AI offerings• Launched career accelerator program with NPS score of 80 as part of RingCentral Women's ERG leadership teamHonors:• Keynote session speaker at RingCentral's 2024 Sales Kickoff• Breakout session leader for Customer Success Festival-NYC• Conference Chairperson for Customer Success Festival-San Francisco• Nominated for Women in CX's 2023 Collaboration Award

Belmont, Ca, Us

Led and built a new global team, managing 4 direct reports with a downline team of 26 Customer Success Specialists serving core business functions during lifecycle events covering $16M ARR in SMB customers.• Surpassed KPIs and achieved $5.9M ARR net retention uplift in year one focused on onboarding and renewal nurture/retention motions• Initiated steering committee of 10 VP level stakeholders to accelerate growth by building a collaborative customer programs roadmap, including an experiment resulting in 145% MoM increases in app adoption and improved renewals• Built and presented CX business case to address $24M in Day 90 churn losses to C-Suite, resulting in executive sponsorship for a customer onboarding initiative

San Jose, Ca, Us

Led global vision for the digital transformation of our customer engagement model, collaborating with VP-level stakeholders on strategic initiatives to deliver adoption and growth of a $1.2B ARR+ customer portfolio.Accomplishments• Generated $5M scalability savings in one year by spearheading a cross-functional team to improve the self-serve customer journey during high growth pandemic demand• Deployed conversational AI chatbot that drove a 56% increase in chat channel preference in one month as part of cross-functional digital support strategy• Led customer journey mapping and service blueprint at the core of a Gainsight implementation and Customer Health Scoring to inform adoption and renewals• Delivered Webex Customer Adoption Methodology ("Plan Launch Grow") to serve Enterprise & Commercial segments with low and no-touch adoption and account management• Revamped the enterprise end user onboarding journey and lifecycle marketing with a 30% increase in email opens and an average 43% CTO rate for new assets and landing pages created• Managed the launch of Webex Adoption Essentials, a self-serve resource to help customers achieve business outcomes and adopt new use cases, during the WebexOne 2020 eventHonors• 2022 "Most Innovative Customer Success Initiative" Customer Success Excellence Awards shortlist• Served as AMER/LATAM lead for Cisco's Women in Collaboration Mentor Program• Accepted to FY22 Cisco JUMP Women's Development Program• Selected to attend Simmons Women's Leadership Conference

Camden And Newark, Nj, Us

Maximized digital transformation and experience for one of the largest public law schools in the United States with two campus locations in major U.S. metro areas.• Managed a mixed team of one full time direct report and distributed content contributors and contractors while managing six-figure budget across two campuses.• Launched and generated growth for new self-serve digital channels—including an admissions blog, landing pages, and an award-winning podcast—resulting in a 21% increase in website traffic and a 19% increase in new site users.• Implemented 10 solutions—including Salesforce and Pardot—and created a multi-year plan to scale our marketing automation and digital platform.

Philadelphia, Pa, Us

Product manager for Penn Law digital websites and apps, in addition to digitally transforming our admissions and brand marketing. • Launched a 2x Webby Award-winning website.• Led and influenced teams of cross-functional stakeholders and in-house developers to simplify our UI/UX while solving complex problems facing our users.• Responsible for all digital marketing content and advertising, leading teams of student workers, external vendors, and cross-functional internal committees.

Clients included Hipmunk (acquired by SAP Concur), Signpost (backed by Google Ventures and Spark Capital), It Happened Here (reviewed in The New York Times), and other VC-backed startups.

Burbank, Ca, Us

Masters, Liberal Arts And Sciences - Digital Strategy Individualized Study

Certificate, Organizational Design For Digital Transformation

Bachelor Of Arts - Ba, English And Communication Double Major; Digital Design (Dart) Minor