Erica Green Email & Phone Number

Kirkland, Wa, Us

San Francisco, California, Us

- Managed a portfolio of high-value enterprise clients, driving success through strategic partnerships, proactive engagement & account management- Led the onboarding & training of new clients, ensuring smooth adoption & maximizing ROI- Partnered with internal teams (e.g., product, support) to resolve complex issues & deliver exceptional client experiences- Developed & implemented customized success plans aligned with client goals & objectives- Identified & secured renewal, upsell & expansion opportunities, driving significant revenue growth- Monitored client health & proactively addressed potential churn risks- Analyzed client data to identify usage trends & recommend product improvements- Tracked & analyzed key performance indicators (KPIs) like customer satisfaction, retention rate, & revenue growth.- Developed & implemented new CS resources & processes to improve customer experience, as well as team consistency & improved efficiencies- Proven ability to build strong, trust-based relationships with key decision-makers at the enterprise level- Expert in active listening, effective communication, & conflict resolution- Skilled at navigating complex organizational structures & understanding client needs- Ability to think critically & develop strategies for success, advising & assisting with change management at the enterprise level- Adept at aligning client goals with company objectives & driving mutually beneficial outcomes- Proficient in project management & execution, ensuring successful delivery of initiatives- Strong analytical skills with experience using data to identify trends & make informed decisions- Strong understanding of platform & its value proposition for enterprise clients- Able to answer technical questions & troubleshoot basic issues for clients, as well as comfortable collaborating with tech teams to address complex client needs

San Francisco, California, Us

- Proven track record in building & scaling customer success programs, including both customer specific focus, as well as efforts around redesigning internal processes to scale & onboard new employees quickly.- Successfully championed & launched a huge variety of new customer success initiatives- Adept at utilizing & implementing customer success tools & platforms (e.g., Salesforce, ClientSuccess, Hubspot, etc.).- Boosted client retention through strategic churn prevention initiatives- Increased NPS & C-SAT scores by driving customer satisfaction- Coached teams on fostering strong client relationships & identifying expansion opportunities- Strong leadership skills with experience in coaching & mentoring customer success teams- Excellent communication & negotiation skills, adept at building trust with clients & resolving escalations effectively- Developed & implemented data-driven customer journey frameworks, resulting in a reduction in onboarding time & time to value- Coached & mentored both individual team members & entire teams, leading to improved performance & career growth- Partnered with product & marketing teams to drive product adoption & improve customer experience- Developed & implemented performance improvement plans, leading to individual growth- Increased team productivity by 20% through implementing goal-setting frameworks & performance reviews, coupled with efficiency-boosting tools like project management software & ongoing coaching- Successfully led cross-functional teams to achieve objectives & navigate complex business challenges, demonstrating big-picture thinking & strategic leadership- Coached & mentored Managers, shaping their development & career paths- Influenced key stakeholders & execs, driving organizational change & growth- Built strong relationships with external partners, securing valuable collaborations & community- Navigated rapid growth, eventually growing to a team of 1000+, $100m+ in ARR & a peak $2.2b valuation

San Francisco, California, Us

- Worked off learnings to build out a new role, CC (Collaboration Coaches), designed from my individual work with customers- Led, mentored & grew an incredible, diverse, global team - from just 2 individuals, to 13 within the first year. Able to maintain consistency, priorities & quality relationships, deliverables, & ideas throughout rapid expansion- Used a human centered approach to build trust and create an amazing team environment that all reports openly expressed appreciation of on a regular basis- Drove the way in which MURAL was responding to a pandemic & shifting the ways we work, including the CC role that would support customer portfolios at record size, up to 90 customers at some points, ARR in the millions for each individual.- Worked with executives, as well as cross-functional leaders, to insure alignment, understanding of customer needs, & that shared goals were being executed upon successfully-Always driving towards the largest company goals- Foster a customer-first culture of collaboration & taking initiative, applying MURAL values in every opportunity possible.- Create & drive strategy & implementation of key programs, offerings & development within the CC role, including creative design of playbook offerings- Monitor & create visibility into things like: necessary iterations & room for improvement, data driven adjustments or enhancements, team learnings & opportunities for growth, etc.- When our CRM tool was unexpectedly disabled & made useless to our team, I minimized downtime by working with the resources & team skills we had to quickly create alternative solutions for monitoring customer progress, risk awareness, portfolio insights, etc.- Worked with Rev Ops to design a team dashboard in SFDC that could be used to gain visibility into & track ARR impact, TES touch insights (onboarded/graduated), growth opportunities/results, etc.- Created/implemented a C-SAT survey, maintaining a score, as a team, of 96% satisfaction for 1+ year

San Francisco, California, Us

- Reviewed existing resources and processes to enhance or correct what was already in place, challenging myself to re-think approach, outcomes, resources, etc.- Applied learnings from existing roles and created email communications & processes, resulting in an entire mid-market playbook which would eventually develop into an entirely new role at the company (TES, Team Enablement Specialist)- Worked on tracking, creating and documenting current and newly developed SLAs, processes, FAQs, template, playbooks, etc. Eventually working with a team of individuals to build out a robust resource center that the teams use and build off of to this day- Assisted with implementation of our main customer data tool, ClientSuccess - Developing best practices and coaching others towards best utilization and adoption of the tool- Continued to enhance my skills around organization and project management

San Francisco, California, Us

- Taught and drove best practices for Enterprise and mid-market companies changing the way they work, acting as a thought partner in their mission to success- Designed and implemented a new approach for mid-market + Enterprise customers, taking on the 1:many approach, while never compromising the white glove touch- Successfully onboarded up to 65+ customers at any given time, as the only person in my role with this focus area- Designed and facilitated a variety of sessions/offerings for customers, as well as on-going collaboration and facilitation for teams internally at MURAL- Used innovation and collaboration to design, implement and monitor success as defined by the customer themselves- Applied learnings from existing roles and created email communications & processes, resulting in an entire mid-market playbook which would eventually develop into an entirely new role at the company- Partnered with sales to identify and support growth opportunities, and/or connect them with champions to build/strengthen relationships- When it was time to expand the role within the company, I onboarded, mentored & advised the colleagues brought on board.

Bellevue, Wa, Us

Account Management:-Full service Customer Support Project and Account Management for 12k+ accounts, from billing to training, tech support and customer grievance resolution -Provisioning and configuration: Creating and configuring user accounts at various roles/permission levels to meet customers' needs; updating configurations as needs evolve-Product delivery: ensuring that purchased products and features are activated and the customer has been informed appropriately (Onboarding)-Customer technical troubleshooting & creation of tickets escalated for appropriate dev team review, including feature requests capturing appropriate user stories-Coordinating with external Business Account buyers from point of successful launch/onboarding, through account review to account retention and upsell Customer Success:-Customer Success Team Lead, including referral/lead management, supporting internal reps, and working closely with dedicated account managers for renewals and upsells-Analyzed, created & implemented new processes & systems to capture customer information & improve overall customer experience (Wiki Pages & VIP Support App) plus training team members in new process-Assist in evaluating customer experience to reduce churn (NPS survey follow ups) and contributed to the highest three quarters of NPS Promoter Scores over the last 2 years-Customer technical troubleshooting & creation of tickets escalated for appropriate dev team review, including feature requests capturing appropriate user stories-Member of Culture Committee -Skilled in various software: Zendesk, Salesforce, Wiki Pages, Stripe, Microsoft and Google Suite, and Proprietary CardTapp Application

-Early Childhood Education classroom teacher, including managing & delegating tasks to Teaching Assistant-Created and implemented age appropriate curriculum for 2-3 year olds-Maintained great communication and relationships with students, families & staff