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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Master Of Social Work (Msw), Social Work

Bachelor Of Social Work