Heather Hansen Email & Phone Number

Seattle, Wa, Us

● Spearheaded strategic initiatives to drive seller retention and improve sentiment, creating cross-organizational structures and data-driven scalable mechanisms, increasing team’s account satisfaction survey response rates to 98% (leading 600 person org. for 3 consecutive quarters), SAS program satisfaction (+17%), CSM satisfaction (+20%), and response rate (+32%).● Drove scalable process improvement initiatives aimed at optimizing CSM productivity. Developed and implemented SAS Office Hours Calendar, streamlining 40+ office hour sessions across disparate calendars and wikis into a centralized, accessible repository for the entire organization, leading to 15% increase in attendance. As SAS Catalog and Selection subject matter expert, engage in regular strategic decision-making conversations with executive leadership, developing an escalation process that unblocked approximately 1.5k ASINs, improving average revenue +220% YoY, and glance view sessions +150% YoY. Inaugural winner of SAS Challenge Coin for work accomplished in task governance process for centralized task system across 15+ partner teams, improving CSM capacity by nearly 10% weekly, and eliminating non-value taskings.● Manage 8 Sr. CSMs, spanning 20 categories and 3 verticals. Led hiring efforts as a Bar Raiser in Training, facilitator for “Leading with Empathy” program, and board member on Belong@ (diversity sector), with a commitment to inclusivity and leadership across all Amazon. Authored and presented 2024 Business Plan and 2 vertical QBR docs consisting of 20 stakeholders with executive leadership visibility.● Orchestrated a data-driven approach to seller engagement creating Salesforce dashboards highlighting actionable insights, which generated a YoY increase of +4,000% in tracked seller email engagement. Partnered with the Sales Operations team on data hygiene initiatives, improving data accuracy across 50+ managers, and resolving integration error, resulting in tool adoption increasing +25%.

Austin, Texas, Us

● Led a team of 27 (including managers and reps), implemented a proactive Account Management approach inclusive of instituting drip campaigns, Quarterly Business Reviews, and owner education initiatives to increase engagement, improving NPS +43% QoQ, and reduced churn by 46% QoQ, while maintaining eNPS of 93%.● Developed and deployed the company’s first owner experience strategy, including segmentation of strategic accounts (Tier 1: VIP, Tier 2: Enterprise, Tier 3: Support). Created OKRs/KPIs (including Usage, Growth, Retention, and Satisfaction) driving team to exceed each core target. Implemented scalable processes for de-escalation, automation and team operational efficiencies resulting in 30% reduction in response times, and a 25% increase in first-contact resolution rates.● Successfully launched a Commercialization Program including linen, consumables, and home care services projected to generate an additional $2.5M in revenue over 12 months. Simultaneously managed the phase out of Hulu subscriptions across entire portfolio, minimizing disruptions and generating estimated monthly savings of $17k.● Managed integration and onboarding for 5 acquired property management companies (400+ properties) into organic portfolio (1,200+ listings, ~$14.8bi ARR), independently managing Salesforce CRM migrations, and streamlined implementation handoff process to Owner Experience resulting in a 40% reduction in onboarding time, and 95% satisfaction rate among newly integrated properties.

Santa Monica, Ca, Us

● Led a global team of 35+ Customer Success Associates/Managers, Designers, and Engineers, scaling the business into 4 new industries. Achieved an annual revenue retention rate of 97% and increased business revenue by +15% through the development and execution of strategic upsell, expansion, and renewal programs. Managed a book of business of 2k accounts at $10M ARR.● Spearheaded the implementation and onboarding of Salesforce ServiceCloud, Pardot, and Asana for 100+ employee organization, increasing team productivity 40%, and data accuracy by 95%. Served as the Salesforce Admin, leveraging the platform to create operationalized NPS and QBR processes that improved CSAT by 21% QoQ.● Developed and executed customer education and enablement initiatives, resulting in a 35% increase in product adoption rates, and a 28% reduction in time-to-value for new customers. Served as team SEO expert, while leveraging Google Analytics to demonstrate account ROI and strategic growth opportunities.● Implemented strategic talent management initiatives, reducing employee onboarding and offboarding time by 30%, and achieved a team eNPS score of 98%. Created a structured employee review process including a 360-review system, fostering a culture of continuous improvement and professional development.

New York, Ny, Us

● Lead Los Angeles team of 5 Customer Success Managers, and Product Support Reps, overseeing a book of business of 13k enterprise-level accounts at $400M ARR. Led cross-functional initiatives to structure and execute long-term growth strategy for brands in the luxury fashion industry, and developed and implemented a customer health scoring system resulting in 30% increase in early risk identification and a 25% improvement in proactive intervention success rates. Achieved 90% annual revenue retention, with team leading global organization in upsells for 2018, contributing to 20% increase in overall company revenue.● Prepared and delivered C-Level executive updates, articulating insights and strategies, and synthesizing complex ideas into crisp concepts and action plans. Influenced product roadmap decisions based on customer feedback, resulting in a 40% increase in feature adoption rates among enterprise clients. Designed and executed a strategic account management program for VIP clients, resulting in a 15% increase in expansion revenue and a 98% retention rate among participating accounts.

Palo Alto, California, Us

● Defined customer lifecycle, implemented best practices and mapped customer journey at early-stage startup. Managed operational KPIs and OKRs, and individual client scorecards. Developed processes that positively identified key business metrics, uncovered at-risk client behavior, acting quickly to avoid potential churn. Influenced future lifetime value through higher product adoption, CSAT and overall health scores. Key member of the Product Team, advocating for voice of the customer and roadmap analysis.● Oversaw end-to-end onboarding process, and created a highly efficient and consistent implementation methodology as well as continuous improvement of operational systems and processes. Onboarded Salesforce CRM for 60+ employee organization.

Santa Monica, Ca, Us

● Created and managed Technical Training and Customer Success teams, in addition to managing the Support and Onboarding teams. Provide player-coach support teams to mentor, develop, and provide ongoing developmental feedback to team members.● Salesforce Admin, Sales Engineer, reduced churn by 25% YoY, increased renewals by 34% YoY, and identified upsell opportunities for book of business (~ 300 accounts). Established NPS, reported on OKRs and KPIs, demonstrating consistent achievement of goals. Product Manager, prioritized and executed strategy, worked cross-functionally, established clear product requirements against established roadmap deliverables.

Los Angeles, California, Us

● Program operations management for domestic & international clients. Coordinated all logistics associated with the design, development, budgeting, delivery, and wrap of assigned programs. Worked closely with Continuing Educators, professional experts/instructors, and clients to plan and successfully execute custom programs. Analyzed and interpreted client feedback for continuous improvement, actionable items, and streamlined of department business processes. Communicated key insights to various constituencies.● Client account management, primary liaison between the department and client, maintained knowledge of all program logistics, ensuring program’s successful implementation, managed client contact, and daily operations. Maintained client database, implemented department business development and marketing strategies (including digital and social media channels). Maintained department website (WordPress), and social media channels, creating unique content. Beta tested Enterprise software for institution, committee member analyzing RFPs for enterprise software, and experience with CRM databases.● Managed multiple projects and priorities in a fast-paced environment with minimal supervision, while adhering to fluctuating deadlines; strong event management and logistics stills, with attention to detail. Supervised interns (6), and coordinated department recruitment efforts.Client Accounts Managed (sample):FOX // Boeing // Capital Group // Lionsgate // FilmakademieNoteworthy accomplishments:-Spearheaded data analysis of five years’ worth of program proposals, identifying successful program features, and generating "off the shelf program" packages for marketing.-Appointed committee member: system-wide software functionality analysis, strategic visioning & planning, and institutional business process mapping.

Costa Mesa, Ca, Us

● Developed & implemented new department processes as required. Communicated key insights across all levels of organization. Processed purchase orders, A/P, Board approvals, and conference authorizations. Processed new-hire paperwork, on-boarded new hires, managed student assistants/hourly employees (8).● Analyzed orientation, workshop, and activity survey responses, transforming data into actionable items. Evaluated student data for institutional year-end reporting. Coordinated new student & special group orientations, workshops, cultural activities, study abroad, and recruitment events. Created recruitment plan for prospective students, developed targeted advertising campaigns.● Software Beta testing for enterprise systems, and creation of user manuals for institutional distribution. Updated department website (SharePoint), and social media channels.Noteworthy Accomplishments:-Spearheaded data trend analysis of student English proficiency test scores vs. TOEFL examination scores vs. GPA (English admission requirement as it related to student success).-Launched data analysis of English Language School requirements as related to student GPA and English proficiency exam results. Findings lead to admission requirements being re-evaluated.

Costa Mesa, Ca, Us

● Assisted with organizing events, coordinated facility usage for community and district use, and kept an updated calendar of all upcoming classes offered. Contacted outside agencies to coordinate events, and pro-bono activities for youth.● Assisted accountant, coded invoices, documented incoming accounts payable, and adjusted budget allotments. Responsible for contacting outside vendors, tracking upcoming classes, ordering office supplies and items for bookstore, overseeing stock management. ● Entered new student registrations in data system. Extensive interaction with students in person, via phone, and email.Noteworthy accomplishments:-Created youth volunteer compensation system ("Brad's Bucks") for retail store redemption.

Milwaukee, Wi, Us

● Life insurance licensed (2005-2006). Data entry and evaluation of confidential applications for life insurance and investments, as well as a comprehensive understanding of both the life insurance and investments industry.● Technology coordinator assisted others with computer issues, including password resets, lock-outs, system resets, and re-activations; maintained office equipment, and ordered office supplies.● Reception, corresponded with company-wide agents via email, phone, in writing, and in person.

B.A., Sociology

Project Management Certificate