Heather Strout Email & Phone Number

Austin, Tx, Us

Santa Monica, Ca, Us

Champion the use of customer-centric thinking throughout the organization, analyzing current/potential business strategies, customer needs, markets, and partnerships to drive continued organizational growth.Collaborate with the Chief Customer Officer (CCO) and cross-functional leaders to shape strategic decisions that elevate Customer Success strategy, operations, and performance.Transforming the Customer Success team by implementing innovative tools, standardized playbooks, and customer journey mapping to turn inconsistent regional operations into a globally streamlined, professional organization.Established a custom reporting structure and cadence for Customer Success, enabling targeted focus on key business metrics and driving performance improvements.Launched a Customer Insights team to provide a comprehensive view of customer sentiment by integrating insights from NPS, CSAT, and customer feedback.Designed and implemented an MBO strategy to align Customer Success behaviors with customer value realization, resulting in improved customer retention and renewal rates.Support due diligence for potential mergers, acquisitions, and partnerships by evaluating strategic customer factors and lead the post-acquisition integration of Customer Success, Support and Services teams.

Chicago, Il, Us

Chicago, Il, Us

Recruited at Sr. Director of Services by InsightSquared and following the company's acquisition by Mediafly in Jan 2022 overseeing the combined Support/Services teams for both organizationsBuilt/scaled the new Paid Services organization from the ground up, within 3 monthsLead key business transformation efforts, including merging 2 Implementation teams and 3 Support teams together into a single unit—improving customer time to value and reducing implementation time by 36%Identify and launch new revenue streams, including creating a new 24x5 premium support offering by outsourcing part of the Support organization and introducing a new Technical Account Manager positionPromoted and transferred 8 team members into new roles to allow for career growth and improve employee morale, resulting in virtually zero attrition for a 30-person teamContinually foster a positive work culture known for transparency, goal-orientation, and accountability—while constantly analyzing processes and operations to identify ways to boost speed, quality, and productivity

Boston, Massachusetts, Us

Austin, Texas, Us

Leading overall operations of the Customer Organization supporting Professional Services, Customer Success and Support with data and churn analysis and prediction as well as employee training, Support pricing and packaging and best practicesNavigated the Customer Operations team through a tumultuous integration and systems migration so that there was no attrition and a team eNPS score 77 points higher than the rest of the Customer OrganizationIdentified a business need then created a new framework for helping our customers define their path to improving the experience for their customers and then created a plan to roll it out to all parts of the customer-facing organization with the intention of increasing customer retention Created a quantitative data driven customer health score highly correlated to customer churn which earned me a Stevie® AwardDefining and executing a roadmap for evolving our proprietary customer usage and benchmarking platform for Customer Organization, Product and Sales to understand how customers are using our products

Austin, Texas, Us

Supporting Professional Services, Customer Success and Support with data analysis for customer health metrics and churn analysis and prediction as well as best practices.

Austin, Texas, Us

Providing the business a plan for product growth, launching new product by articulating the market opportunity, positioning in the marketplace as well as pricing and packaging leading to 400% bookings growth on the Social Media Management product.

Austin, Texas, Us

Designing the Professional Services implementation process, Statements of Work and handoffs and educating Sales and the broader Professional Services organization on the implementation process as well as launching and providing strategic support for fortune 500 customers on our Social Media Management platform.

Austin, Tx, Us

Cambridge, Ma, Us

• Lead the community strategic direction for the Center for CIO Leadership, an initiative set forth by the Chairman & CEO of IBM to advance the CIO profession, sponsored by IBM’s head of transformation • Annually develop a community and social media strategy to drive community engagement including content curation and editorial management working with organizations like Harvard, INSEAD, Stanford & MIT and resulting in a greater than 180% increase in member participation in less than two years• Worked with the IBM team to develop an online community and social media strategy both for internal and external purposes in support of the IBM Centennial THINK Forum • Created the direction for and lead the Community Services department for Farland Group including leading the design and implementation of the go-to-market community plan and approach for Farland Group• Drive the overall marketing strategy for Farland Group including creating and evolving a social media marketing strategy

Mba, Information Management, General Management

Mba, Business And Information Management

Bs, Communications