Erica Akroyd Email & Phone Number

Raleigh, Nc, Us

Raleigh, North Carolina, Us

Pendo’s Customer Education team bridges the gap between what’s possible and practical through sustainable learning. My role sets direction of quarterly objectives, KPIs, and manages the team to execution. I oversee our Pendo Academy (on-demand and live learning content), Community (user groups, peer-led discussion forums), and Digital Strategy (multi-channel communication across the user journey).Notable results:- 62% reduction in ticket submissions for users accessing self-serve resources.- 54% new on-demand learning enrollments YoY.- 2x critical feature adoption among users engaging in on-demand learning content.- 40%+ lift in retention of users who engaged with multi-channel new user onboarding program.

New York, New York, Us

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner

Raleigh, North Carolina, Us

Led strategy and execution of the scaled customer success vision at Pendo.io. Responsible for maintaining best-in-class NRR (106%+) and GRR (90%+) across our entire customer base (3,000+ customers, $200M+ in revenue), I focused on driving effective and scalable customer education programs through digital, product-led, and 1:many motions.Key responsibilities:- Oversee the strategic vision and execution of Scaled Customer Success.- Utilize data to drive effective and scalable customer education programs.- Maintain an experimental mindset to iterate based on customer impacts and success metrics.- Collaborate across departments to gain buy-in, alignment, and adoption of new programs.- Communicate a holistic view of the customer lifecycle.- Maintain critical tools and processes supporting the delivery of value to customers.- Identify, measure, and report on key drivers of customer health and business outcomes.Notable results:- 30% decrease in inbound email volume in the first 3 months.- 118% increase in Discussion forum traffic, with customers answering 36% more questions.- 38% increase in 2nd-week retention of new users of existing accounts.- 67% of users logging back into the product after the "no login activity" risk program.

Raleigh, North Carolina, Us

I successfully managed a high-performing team of 10 Customer Success Managers (CSMs) responsible for retaining and expanding our Mid-Market and Enterprise customers (1,500-5,000 employees). This team exceled in crafting innovative solutions to complex problems, all while aligning goals with customers to deliver maximum value and ROI.Key Achievements:- Achieved remarkable results with a Team Net Revenue Retention (NRR) of 121%, Gross Renewal Rate (GRR) of 94%, and secured expansions exceeding $1 million.- Ensured the entire team is certified at CCSM Level 3, showcasing a commitment to excellence.- Maintained an impressive 80% of the team with $0 revenue churn in Q3FY22 and 60% in Q4FY22.- Conducted weekly 1:1s, I actively support, coach, and develop team members, resulting in two promotions within the team.Strategic initiatives:- Spearheaded the implementation and launch of Churn Zero across the global Customer Success organization. Collaborated closely with the Data Science Success Ops team to integrate our renewal predictability model, leading to actionable playbooks targeting top churn indicators. Achieved two quarters under the churn budget since implementation.- Played a key role in shaping the overall global Customer Success strategy, aligning it with both business needs to scale and customer engagement needs.- Regularly monitored and analyzed team performance metrics using Looker on a weekly basis.- Collaborated with regional Sales, Product, and Professional Services leadership to ensure exceptional post-sale experiences and outcomes for customers.- Responded to high-profile, high-impact customer escalations, consistently inspiring confidence and fostering continued customer loyalty.

Raleigh, North Carolina, Us

Led and scaled a team to deliver outstanding results amongst our toughest segment, small-to-medium sized customers (less than 1,000 employees). My focus on strategic vision, process improvement, and team development consistently led to impressive outcomes.Key Achievements:- Built a team of Customer Success Managers supporting 500+ customers, achieving a remarkable Team NRR of 115%+ QoQ and generating $1M+ expansion QoQ.- Owned the Customer Success vision and execution for all Commercial regions in North America.- Designed and drove strategic improvements to scale processes, surpassing adoption, retention, and growth objectives.- Built and retained a high-performing Customer Success organization through best-in-class recruiting practices, growing the CSM team by 42% across 2 quarters with a 66% diverse representation in new hires. Achieved an average time to hire of 21 days and a remarkable 93% team retention (Feb. 2020-Jan. 2021).- Monitored and analyzed team performance metrics on a weekly basis using Looker, fostering a culture of accountability and execution through data-driven strategies.- Partnered with regional Sales, Product, and Professional Services leadership to deliver exceptional post-sale experiences and outcomes for customers.- Responded to high-profile, high-impact customer escalations in a manner that inspired confidence and continued customer loyalty.Notable results:- Implemented a cross-functional risk escalation program, resulting in a 4% increase in logo retention and a 2% decrease in gross revenue churn one quarter after implementation.- Facilitated the implementation of a standard global Success Methodology, enhancing value demonstration, feature adoption, and verifying customer outcomes/ROI.- Introduced a profile-based customer prioritization strategy, promoting high-touch engagement with high-growth.

Raleigh, North Carolina, Us

- Worked effectively with engineering and design partners.Results: Shipped new features (from ideation, design iteration, to product launch) including weekly report subscriptions, core events, JWT authentication, and revenue insights.- Worked cross-functionally with Product Operations, Product Marketing, and Customer Success to ensure training and enablement of new feature launches and the business impact/value.- Presented data to successfully shift product roadmap focus from feature launch to account retention and health, aligning to customer's current business focus during the COVID-19 pandemic. - Continuously gathered qualitative and quantitative insights through surveys, usage data, & experiments using Pendo.- Active participation within the Pendo product leadership team, contributing to planning, positioning, and strategy.

Raleigh, North Carolina, Us

- First mid-level manager on Customer Success team, responsible for a team of 10 Customer Success Managers servicing our small to medium-sized customers.- Created first standardized interview structureResults: reduced bias, increased confidence in hiring top talent- Grew team from 5 to 10 in one year; managed a large team across 2 time zones - Implemented many of our first scalable engagement strategies, such as recurring weekly recorded webinars, in-app intervention guides to increase product usage of key featuresResult: 178% increase in monthly customer training and saved ~200 CSM training hours in the first three months of implementation- Revamped customer health scoring to include measures in deployment, engagement, adoption, and relationships- Conducted renewal/expansion analysis Results: Identified crucial upsell opportunities and increased focus on customer renewals with a higher probability to expand

Raleigh, North Carolina, Us

- Responsible for owning the customer journey, including initial onboarding, product adoption, retention, expansion, and growth for top ARR and logo customersResults: NRR QoQ - 161%, 119%- First CSM to expand a customer to over $1M TCV on renewal - Proactively initiate 1:many tactics, including recurring webinar training to scale CSM training efforts while increasing customer outreach and creating “moments that matter” to delight customers- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors.- Serve as customer advocate while effectively collaborating with internal, cross-functional teams including Product, Sales, Marketing, and Professional Services.- Experience using Gainsight (Customer Success CRM) to effectively manage customer relationship and strategic engagements.

Raleigh, North Carolina, Us

- Responsible for owning the customer journey, including initial onboarding, product adoption, retention, expansion, and growth across wide breadth of customersResults: NRR QoQ - 101%, 121%, 129%- Led cross-functional advocacy initiative Result: 128% increase in G2Crowd reviews in Q3FY18 - Led Jobs to be Done enablement initiative in partnership with Sales leadership to focus engagements more towards business outcomes- First CSM to secure a three-year renewal

Raleigh, North Carolina, Us

- Portrait and wedding photographer- Specialized in photojournalistic, natural light photography- Frequently hired assistant shooters, provided mentorship and training to new photographers- Managed business effectively, kept records and receipts of all purchases and income- Set budget for the year- Created website and partnered with designers to create brand

Holly Springs, North Carolina, Us

- Ensured that customers utilized all their licenses, identified new opportunities, and collaborated with sales teams to ensure growth attainment and increased footprint.- Conducted regular Business Review’s with customers to ascertain current successes, challenges and opportunities for expansion.- Effectively networked an account in order to achieve successful execution of the customer’s objectives.- Played a fundamental part in helping your customers establish and manage their Creative Workflow Automation programs.- Identified risks to the customer achieving their stated business goals and developing a risk mitigation plan.- Developed and maintain long-term relationships with stakeholders in your account portfolio by networking between customers, partners, and inMotionNow.

Raleigh, North Carolina, Us

- Monitored all services and projects to ensure customer satisfaction and success.- Served as liaison between the agency, customers, and community partners involved in plan of service.- Managed large volume of phone calls and successfully interact with high needs clients.- Ensured clients remain informed on status of all services and projects, including verbal or written updates.- Conceptualized and provided solutions to complex problems.- Established and maintained effective B2B relations with community partners and employers.- Secretary of North Carolina Rehabilitation Association and member of Onboarding Committee.

Us

- Provided quality case management services to youth in the physical custody of the Department of Juvenile Justice and Delinquency Prevention.- Established strong, effective relationships with clients, responded to individual needs, and ensured prompt resolution of conflicts.- Developed creative problem-solving strategic critical thinking skills to resolve issues in a timely manner.- Provided daily training to promote positive experiences and successful community reintegration.- Maintained written and electronic communication related to the behavior of youth on a daily basis.- Collaborated with a team of professionals to assess and evaluate client’s progression in program.

Master Of Social Work (Msw), Social Work

Bachelor Of Social Work