Heather Irving Email & Phone Number

United States

- Achieved an impressive 92% customer renewal rate for a portfolio of 2,500 customers, a testament to a relentless focus on customer success.- Spearheaded a comprehensive onboarding process redesign, restructuring it into three efficient 20-minute phases. This innovative approach significantly reduced churn and accelerated TTV (Time to Value), ensuring customers realize the platform's benefits faster. - This transformation also empowered the customer success team to become true subject matter experts and trusted relationship managers.- Leveraged Salesforce to gain data-driven insights into team activity, enabling proactive identification of resource needs and optimization of task completion efficiency.- Developed and implemented standard operating procedures (SOPs) to ensure consistent and efficient customer support processes.- Authored compliance policies for our software, safeguarding customer data and promoting responsible use.- Created engaging content for our in-software chatbot, enhancing the self-service experience for customers.- Collaborated closely with Product Development, translating valuable customer insights into actionable solutions that continuously enhance the customer experience.- Contributed to a rise in revenue by actively promoting new product upgrades and fostering referral opportunities through exceptional customer service.- Led and coached a team of 4, fostering their development and maximizing their performance.- Served as the primary point of contact for critical accounts, cultivating strategic partnerships that ensured exceptional customer satisfaction.

- Collaborated with leadership to establish a dedicated Customer Success Team, fostering a foundation for focused customer care.- Recruited and onboarded three new Customer Success Specialists, meticulously building a high-performing team.- Provided day-to-day operational leadership, ensuring seamless team function and efficient customer support. This included handling customer escalations, ensuring swift resolution.- Continuously drove customer success by elevating renewal rates and overall satisfaction scores.- Cultivated a learning environment through targeted team events, equipping the team with the skills to excel in areas like cancellation management, referral generation, and refined communication techniques.

- Collaborated with leadership to develop and implement a comprehensive customer success program, leading to a significant increase in monthly renewal rates from an average of 89% to 95%. Annual rates averaged 93%.- Designed and delivered onboarding programs specifically for medical professionals, ensuring efficient implementation of our software within their practices.- Cultivated strong relationships with key decision-makers in the medical field, fostering trust and long-term partnerships.- Provided expert technical support and guidance on compliance issues, ensuring client success and regulatory adherence.

Responsible for the marketing strategy and creative output for premier business partners. Assisting with the development and planning of cohesive campaign approaches and deliver strategic communications solutions that help our clients attain their marketing and communication objectives.

Tampa/St. Petersburg, Florida Area

- Managed a portfolio of 46 clients across multiple industries and government agencies with an average fleet size of 73 vehicles. - Worked with C-Level owners and decision makers to provide in-depth professional financial strategies to reduce their fleet-related expenses, lowering their Total Cost of Ownership. - Sales process included presenting ancillary services to compliment full range of fleet services; maintenance and fuel programs, telematics solutions, and Risk Management/Driver Safety.- Consistently achieved a 100% Customer Satisfaction Score.

Tampa/St. Petersburg, Florida Area

- Managed the pricing and disposal of off-leased vehicles for 200 clients to dealers, wholesalers, and auctions. - Worked alongside the Sales and Business Management Team to supply market knowledge and cycling advice with regards to residual setting and value determination. - Consistently sold vehicles at or above 10% of industry average.

Tampa/St. Petersburg, Florida Area

- Provided reporting and administrative support to the Account Manager and portfolio of 50 clients. - Maintained daily contact with clients through professional verbal and written communication. - Daily responsibilities included building quotes, processing license and title, handling driver requests, and billing inquiries. - Maintained 100% Customer Satisfaction Score for 10 months.

Orlando, Florida Area