Heather Strout Email and Phone Number
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I am an executive with a diverse background in high tech with the ability to quickly process data and insights to make decisions. I thrive working on big, challenging projects where my team can make a difference solving customer issues and increasing operational effectiveness. I help drive efficiency across the whole organization with cross-functional collaboration to ensure a positive customer outcome. I dig deep into data to understand the bigger picture about what we’re doing well as a business, what our customers love about us, our challenges, and opportunities. I'm passionate about finding the best talent, which means creating an inclusive workplace and am constantly seeking new ways to make my team feel more inclusive.Building upon my successful track record of creating, scaling and optimizing the global operations of technology organizations, my goal is always to be crystal clear about responsibilities, priorities, and accountability, for myself, and my team. I am passionate about customer success and applying cutting-edge digital transformation solutions to deepen customer revenue, retention, and satisfaction levels. I have a knack for transforming high-level vision/goals into actionable insights and recommendations. I have an accountable work style while also looking ahead to achieve a future-state goal where all employees are aligned around a shared vision and have a crystal-clear sense of their individual priorities/responsibilities. I’m committed to staff development and building a work culture that is known for superior levels of morale, retention, diversity, and engagement. Specialties: Strategic Planning & Goal-Setting | Board Reporting & Relations | Strategic Investment Decisions | Customer Success Operations | Customer Experience (CX) Management | Customer Advocacy / VoC | Team Mentoring & Development | Go-To-Market Planning | Organizational Development | Strategic Partnerships & Alliances | Professional Services Leadership | Automation & Digital Transformation | New Project & Program Development | Vendor Management & Relations | Budgeting & Resource Allocation | Analytics / KPI / Business Intelligence | Change Management | Process Improvement & Optimization
Truveris
View- Website:
- truveris.com
- Employees:
- 92
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Senior Vice President Of Customer SuccessTruverisAustin, Tx, Us
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Vice President, Customer Strategy & OperationsCornerstone Ondemand Aug 2023 - PresentSanta Monica, Ca, UsChampion 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. -
Vice President Of ServicesMediafly Sep 2022 - Jul 2023Chicago, Il, Us -
Senior Director Of ServicesMediafly Jan 2022 - Sep 2022Chicago, Il, UsRecruited 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
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Senior Director Of ServicesInsightsquared, A Mediafly Company Aug 2021 - Sep 2022Boston, Massachusetts, Us -
Sr Director, Customer OperationsKhoros Mar 2018 - Jun 2021Austin, Texas, UsLeading 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 -
Director Of Customer VitalsKhoros Feb 2017 - Jun 2018Austin, Texas, UsSupporting Professional Services, Customer Success and Support with data analysis for customer health metrics and churn analysis and prediction as well as best practices.
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Director Of Product MarketingKhoros Oct 2013 - Jan 2017Austin, Texas, UsProviding 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.
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Director Of Professional ServicesKhoros Oct 2012 - Oct 2013Austin, Texas, UsDesigning 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.
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Customer Insights ManagerSocial Dynamx, A Lithium Technologies Company Feb 2012 - Oct 2012Austin, Tx, Us -
Director, Community ServicesFarland Group Apr 2009 - Dec 2011Cambridge, 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
Heather Strout Skills
Heather Strout Education Details
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The University Of Texas At AustinGeneral Management -
Texas Mccombs School Of BusinessBusiness And Information Management
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Florida State UniversityCommunications
Frequently Asked Questions about Heather Strout
What company does Heather Strout work for?
Heather Strout works for Truveris
What is Heather Strout's role at the current company?
Heather Strout's current role is Senior Vice President of Customer Success.
What is Heather Strout's email address?
Heather Strout's email address is he****@****ail.com
What is Heather Strout's direct phone number?
Heather Strout's direct phone number is +141575*****
What schools did Heather Strout attend?
Heather Strout attended The University Of Texas At Austin, Texas Mccombs School Of Business, Florida State University.
What are some of Heather Strout's interests?
Heather Strout has interest in Posterous, Blog About Food At Justfood, Com.
What skills is Heather Strout known for?
Heather Strout has skills like Community Management, Online Community Management, Social Media Marketing, Content Strategy, Strategic Consulting, Vendor Management, Business Analysis, Web Analytics, Customer Service, Customer Engagement, Strategic Planning, Saas.
Who are Heather Strout's colleagues?
Heather Strout's colleagues are Ashley Nephew, Tom Nelson, Charlene C., Ryan Kersznowski, Ricky Thomas, Crystal Dieleuterio, Danielle Wolfs.
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