Heather E. Email & Phone Number

Aurora, Co, Us

Aurora, Co, Us

Louisville, Colorado, Us

Golden, Colorado, Us

Irvine, California, Us

• Managed over 35 minor and 4 major Global Customer Support projects and initiatives with a track record of success, including one initiative that alone delivered savings of $200,000 and optimized support processes, resulting in significant time savings.• Built and maintained cross-functional relationships with the Enterprise Applications, IT, PMO, and HR teams to ensure seamless project delivery and successful outcomes.• Oversaw and managed the Objectives and Key Results (OKRs) for functional leaders to ensure that the company's strategy and OKRs were in focus, and objectives were completed on time.• Collaborated with executive team to ensure program alignment with organizational objectives.• Led a strategy work session for functional leaders to align their goals with the company's overall objectives.• Assisted in the enablement and change management efforts for all initiatives, ensuring a smooth transition for all stakeholders.• Developed a process for intake of new projects and requests, ensured visibility and transparency for my team's projects and workstreams, providing regular updates and reports to senior management.• Played a crucial role in integrating an acquired company into our systems and processes, ensuring a seamless alignment with the organization's objectives.• Utilized project management tools such as Smartsheet, Asana, Salesforce, Jira, Confluence, and Microsoft products to complete projects and initiatives.• Awarded the Alterrific award for Q4 2022 in recognition of my efforts and achievements.• Built on my experience as Director of Customer Success to ensure customer satisfaction and retention throughout the program lifecycle.• Led meetings with external and internal teams to align on project goals.

Denver, Co, Us

• As a Director of Customer Success, I oversaw the development and performance of the client services and customer success teams, while also providing support and guidance to the sales, product, and marketing teams. My leadership ensured a strong customer-centric approach across the organization, leading to high levels of customer satisfaction and retention.• Effectively managed customer tickets, ensuring timely resolution and high levels of support quality. Through targeted communication and organization, I improved Net Promoter Scores (NPS) and facilitated seamless collaboration between teams. I leveraged advanced tools such as Confluence and Jira to streamline workflows, enabling accurate and up-to-date status updates for all stakeholders.• Provided technical expertise throughout the entire sales life cycle for Adobe products, including Connect, Sign, Adobe Captivate Prime, and Captivate. I closely collaborated with Adobe as an Adobe Connect partner and worked alongside their staff to ensure successful customer outcomes and adoption.• I directed customer focus groups aimed at improving our product. By leveraging customer feedback, I was able to identify areas of improvement and implement changes that resulted in increased customer satisfaction and retention.• Created educational, thought leadership and directive webinars using Adobe Connect for internal and external customers using Adobe Connect and MeetingOne platforms including setup and deployment.• Onboard, train and maintain ongoing relationships with key clients, and partners.• Conduct executive meetings focused on Customer Relationship Management (CRM) and retention within a Software as a Service (SaaS) organization.

Denver, Co, Us

• I spearheaded the development and launch of a comprehensive customer success program for MeetingOne customers. This initiative aimed to provide personalized onboarding and technical support, ensuring a seamless adoption process and successful use of teleconferencing and web conferencing technology. The program resulted in improved customer satisfaction, increased retention rates, and a significant boost in revenue for the company.• Supported Adobe products through the sales life cycle, such as Adobe Connect, Adobe Sign, Adobe Captivate Prime, and Adobe Captivate while working closely as an Adobe Connect partner, I also worked closely with Adobe staff to better solution customer outcomes and adoption.• Created and maintained training for online learning, assisted with QA of new and existing software.• Provided expert technical support for Adobe products including Connect, Sign, Adobe Captivate Prime, and Captivate. Collaborated closely with Adobe as an Adobe Connect partner and worked alongside Adobe staff to ensure customer success and adoption.

Aurora, Co, Us

• Create and maintain training documents • Create and maintain LMS training materials• Train new hire team members for multiple departments • Provide development and training for all levels of employees

Cork, Ie

• Train retail customers on new security equipment including Camera systems, Electronic article surveillance equipment and burglar alarm systems• Visit customer corporate headquarters for training and sales meetings• Maintain and create technical documents and training materials in LMS, Information Mapping Excel and Word• Coaches award for year 2009• Maintain and manage a large customer base in a 6 state territory• Create, design and manage a quarterly newsletter in Publisher for the entire division• Work directly with National Account Managers to develop new training, manage/track training progress and promote sales• Maintain customer account spreadsheets to ensure timely response to training needs

Boca Raton, Florida, Us

• Train retail customers on new security equipment including Camera systems, Electronic article surveillance equipment and burglar alarm systems• Visit customer corporate headquarters for training and sales meetings• Maintain and create technical documents and training materials in LMS, Information Mapping Excel and Word• Coaches award for year 2009• Maintain and manage a large customer base in a 6 state territory• Create, design and manage a quarterly newsletter in Publisher for the entire division• Work directly with National Account Managers to develop new training, manage/track training progress and promote sales• Maintain customer account spreadsheets to ensure timely response to training needs

Boca Raton, Florida, Us

• Multi-task multiple projects with set and revolving deadlines• Prepare and develop training documents and materials in LMS, Information Mapping and Word• Train new hires and up-train existing team members, managers and team leads in groups of up to 25 using; lecture, computer and web applications • Worked directly with managers to develop new training and training methods• Worked with Human Resources to identify and interview proper position candidates • Provide feedback and coaching to team members• Verify and process payroll • Ensure that team members adhere to company policy