Heather Locke Email and Phone Number

Improving the World of Work @Deputy one shift at a time!As a Senior Enterprise Customer Success Manager I engage with Enterprise clients to enhance satisfaction, retention, and growth opportunities. I review data to identify client account trends for training, growth and retention risks. I lead relationship management through strategic planning, business reviews, defining clear customer goals. Critical to this work is crossteam collaboration with Product, Delivery, Technical Management and Sales teams. I'm a huge advocate for customer needs and always serve as the "voice of the customer." Navigating this work with emotional intelligence is key to both external facing work and cross team collaboration: relationship building, empathy, self-regulation and clarity.

I directed all aspects of the customer experience for a company offering civic engagement tools to help communities connect with residents. I managed the Customer Success team, determined goals, and propelled performance. I also reviewed practices, determined gaps, and introduced solutions to advance objectives. I was also promoted after exhibiting my capacity to lead. Other duties and achievements entailed:• Elevated product adoption by 25%, augmented customer engagement by 30%, and achieved 40% logo retention which generated sustainable revenue.• Architected the Customer Success team from scratch in just six months by hiring 13 new staff; conducted training, developed individual success plans, and incentivized performance with bonuses.• Mentored the CS team with 1:1 meetings and group trainings; upleveled product knowledge and instilled proven sales and service strategies that ramped revenue.• Integrated a "renewals" process to both the Customer Success and Sales teams; crafted new procedures that supported the vision of the customer partnership.• Liaised with C-Suite, Marketing, Sales, Product, and Engineering teams weekly to generate courses of action.• Presented strategic vision, objectives, and metrics to Executive team and Board for subsequent review.• Introduced an improved CSM platform (Planhat) for post-sales support; additionally, integrated a new CRM platform (Salesforce). Collectively spurred performance by 25% to 40%.• Achieved and surpassed all CS goals by building a high caliber team in just six months.

At this point in my career, I was selected as a senior advisor with the task of onboarding both new and existing clients for 80+ customers. I provided 1:1 support, cross-promoted products, and guided the client relationship. I also communicated with users through the Polco customer forum, responded to questions, and championed the value of products. Other responsibilities and accomplishments entailed:• Created the Customer Success Management structure, resolved inefficiencies, and offered clarity to the Project Management team for various initiatives.• Implemented an improved structure for the Sales and Customer Experience handoff for both new and existing customers; scheduled onboarding and client training.• Updated hiring and training processes for internal team members with the goal of standardizing practices.• Commended for elevating product adoption, mitigating churn, and amplifying revenue.• Received stellar reviews on reports from Supervisor and Skip Supervisor; achieved personal goals and propelled team to capture predetermined objectives.• Oversaw a calendar of educational communications comprised of online community forum, email workflows video tutorials, case studies, blogs, and presentations; increased participation and product adoption by 20%.• Augmented NPS score by an average of 10 points to 60.

• Created programming, launched fundraising opportunities, and expanded awareness for this organization comprised of 600+ members committed to participating in the meditation community.• Managed staff, assigned duties, and created a positive workplace environment that advanced shared missions.• Sourced volunteers and engaged with members of the local business community to forge partnerships.• Executed HR functions such as recruiting, hiring, and training staff in best practices.• Demonstrated the ability to collaborate cross-functionally while capturing organizational objectives.

• Engaged with clients, determined needs, and presented SaaS products for the benefit of customers.• Maintained expansive knowledge regarding products and highlighted value proposition.• Oversaw onboarding of all clients, customized plans, and served as a resource.• Accelerated business from 30 to 80 customers per year.• Established and strengthened customer relationships and increased portfolio by 87%.• Accomplished high levels of client satisfaction that directly resulted in repeat and referral business.

• Orchestrated and led 17 events over a span of three years while propelling the awareness and impact of the Mind and Life Institute; credited for maximizing resources and finishing each event at or below budget.• Created dynamic new programming comprised of opportunities available to the public in the US and Europe.• Collaborated cross-functionally with teams all over the globe to execute programs seamlessly.

• Oversaw the integration and analysis of a scientific survey to present local governments with actionable information. Focused on service delivery, communication, and strategic planning for municipalities.• Expanded business from 5 clients to over 100 while achieving YOY growth of 30%.• Authored educational tools including newsletters, timelines, overviews, welcome packets, and articles outlining best practices for clients.• Proactively sourced new business, managed financial administration, and oversaw a staff of two.