Judy Prince Beckmann Email & Phone Number

Alabama, United States

This is a leadership role overseeing all aspects of the Client Success department, driving exceptional customer experiences and ensuring maximum value is achieved.Focus on Client Success:Develop and implement strategies to elevate customer satisfaction and retention.Champion a client-centric culture, fostering strong relationships and proactive support.Analyze customer feedback to identify trends and opportunities for product and service improvement.Lead a High-Performing Team:Build and manage a talented Client Success team, providing coaching and development for continuous growth.Establish clear performance metrics to measure team effectiveness and optimize client success initiatives.Foster a collaborative environment that prioritizes open communication and knowledge-sharing.Operational Excellence:Implement best practices to streamline client support processes and ensure timely resolutions.Develop and maintain comprehensive knowledge bases and training materials for clients and internal teams.Partner with product development to ensure product updates and features align with client needs.Key Responsibilities:Lead the development and execution of a client success vision aligned with overall business goals.Manage resources effectively, including recruitment, training, and performance management.Track and analyze key client success metrics (e.g., CSAT, NPS, churn rate), and report on progress.Collaborate with cross-functional teams (Product, Sales, Marketing) to ensure a seamless client experience.Champion continuous improvement initiatives, identifying and implementing process optimizations.

Sr Director of Customer Support is a leadership role that directs all aspects of the Customer Support Department, including policies and objectives. Responsible for developing service level standards, focused on reducing response times, proper internal tracking, escalation management, customer education and providing high customer satisfaction by consistently delivering a great customer experience.The Sr. Director of Customer Support establishes policies and procedures that produce high quality customer support delivery and that reflects industry best practices. Implementing systems to capture and report on service metrics, including any customer feedback or trends and product or service issues. Additionally, manages resources. decision making and strategy planning to align with the organization’s activities and initiatives, supporting and enhancing the objectives of the organization.• Responsible for managing the global Customer Support teams, including hiring and dismissal of employees, disciplinary actions, manage team scheduling according to budgets and workloads, facilitating timely performance reviews and consistent employee engagement by coaching and development to drive performance of the team.• Develop standards for response times to customer inquiries or requests.• Develop training strategies for customers on best practices for software setup, use, feature releases and platform changes. • Develop continued education programs for Support and Training Teams to insure proper education on software, tools and Customer Success methodologies.• Develop and manage internal issue escalation procedures, facilitating communication to end users in the event of service disruption, testing of resolutions released and provided real-time feedback to development team and participating in RCA (Root Cause Analysis) with multiple department heads, compiling and publishing findings.• Align team processes and manage departmental and organizational performance metrics.

Remote

Evaluate and make improvements to business processes around member management systems.• Oversees and assesses existing processes and workflows.• Optimizes productivity by designing, implementing and testing new procedures.• Track metrics to discover areas for improvement and monitor upgrades.• Assesses compliance of current processes with applicable industry and business standards.• Work with internal department and field users to analyze the needs and align product roadmap to strategic goals.• Analyze existing products to ensure all features are being utilized to their maximum potential. • Develop and/or review process documentation and roll out processes to the field. • Translates conceptual end user requirements into functional requirements in a clear manner that is comprehensible to developers/project team.• Communicates changes, enhancements, and modifications of business requirements to project managers and other stakeholders.• Develops and utilizes standard templates to accurately and concisely write requirements specifications and processes.• Participates in the QA of purchased solutions to ensure features and functions have been enabled and optimized.• Creates process models, specifications, diagrams, and charts to provide direction to developers and/or the project team.• Develop Knowledge Base of “self help” materials for platform end users. • Enforces software testing and documentation protocols, and ensures that those results are documented, be it systems-level testing, functional testing, environmental testing, and whatever else is required for a particular product or software release.• Participates on daily/weekly external vendor calls to prioritize the issues and updates pertaining to software applications. • Troubleshoots problems with the software.

Remote

Provide product recommendations and configurations, technical expertise for integrations, developing best in practice technical solutions. Compose documentation for solution changes and enhancements needed.• Initiate pre-implementation phase of customer installation, Proof of Concept Pilot.• Learn client’s requirements and translate these requirements into software configuration requirements.• Establish software solutions best practices to implement, ensuring full software capabilities are implemented.• Testing of all software solutions, documenting any issues to coordinate resolutions with development teams.• Manage technology awareness and process improvements.• Develop configuration documentation to deliver to client for sign-off.• Develop and implement training programs for multiple levels of users and provide support resources.• Establish positive client relationships during engagement for high client satisfaction, quick deployment and adequate training.

Remote

Through multiple positions of increasing responsibility within ClubReady, I have managed the Customer Service, Training, Merchant Services, Data Conversions, Implementation and the Account Management Teams.• Managed the implementation of new customers.• Managed data conversions, ensuring that all data from previous providers was accurately transferred. • Training provided for customers on best practices for software setup, use, new feature releases and platform changes. Managed curriculums, schedule of trainings conducted and creating or approving all training materials published.• Responsible for hiring and dismissal of employees, disciplinary actions, scheduling, vacation and timesheet approval.• Trained new employees in use of software, troubleshooting, applicable policies and procedures, performance standards and reporting methods.• Performed audits on customer revenue changes, increase in chargebacks or draft declines, employee fraud or unexplained increases in payroll or commission expenses. • Developed, documented and implemented processes to increase efficiency in multiple departments.• Developed standards for response times to customer inquiries or requests submitted through multiple channels. Conducted audits to ensure compliance of set standards across all departments.• Developed and sent surveys to customer base for feedback on services provided by multiple departments, platform utilization and general customer satisfaction. • Managed billing and merchant services teams responsible for billing, chargebacks and reconciliation processes.• Developed Retention Program to reduce churn, including data analysis to identify at risk customers.• Conducted internal billing audits.• Actively worked with the Development and Product Management Teams to scope feature requests and collected and relayed customer feedback.• Served as POC and assisted multiple state Attorney General’s offices and Department of Consumer Services investigations.

Chesterfield, Missouri

Remote

Remote

Atlanta, Georgia, United States

Direct, manage and coordinate activities of Customer Service Representatives engaged in receiving, investigating, evaluating customer complaints and inquiries and providing account maintenance for personal training clients. Direct representatives to investigate client inquiries and complaints, such as those concerning training services, billing issues, and contract compliance. Analyze reports of findings and recommend response to complaints, considering nature and complexity of complaint and policies of company. Reviews actions of subordinates to ensure settlements are made correctly.• Supervise, train and coordinate activities of Customer Service Representatives, including training and support of District Managers, General Managers and field staff. • Hire and discharge workers. • Prepare work schedules, according to budgets and workloads. • Observe and evaluate workers' performance. • Communicate with management and other departments to resolve problems, expediting high priority requests.• Interpret and communicate work procedures and company policies to staff in corporate office.• Resolve escalated customer complaints and inquiries from field staff and management regarding services, policies and procedures. • Review reports, customer interaction documentation (both written and recorded) of staff for accuracy and content.• Makes recommendations to management for changes in companywide policies and procedures to increase efficiency. • Plan and develop training methods and materials. • Address all Better Business Bureau complaints, Consumer Affairs inquiries and legal correspondence.

Atlanta, Georgia, United States

Serve as primary facilitator for all secured destruction subcontractors in North America, providing service to customers outside existing in-house service footprint. Provide support to all levels of Management, Sales, Customer Care and the National Account Implementation Teams on all issues regarding subcontracted secured destruction services.

Honolulu, Hawaii, United States

Coordinate Telecommunications activities for North America call centers.• Managed local / long distance carriers, provisioned and installed circuits, toll and toll-free numbers and network facilities, monitored network and responded to network outages.• Managed North America data base of toll free numbers for 5 call centers, including building and testing alternative terminations within carrier routing software for disaster recovery purposes.• Developed, tested and implemented disaster recovery plan for 5 North American call centers.• Managed Lucent Definity G3si Switch and local bridge technology, including call routing, branding and monitoring network performance statistics.• Coordinated all moves, adds and changes to voice stations and voicemail.• Conducted operations training on carrier routing software, switch and bridge functionality.• Reviewed and approved monthly invoices, monitoring corporate telecommunications expenses as applied outlined in budget.• Conducted monthly meetings with Operations, Client Care, Sales Team and carriers to review network performance and assess current client needs.• Conducted trouble shooting for network access issues.• Maintained database of North American outages and chronic issues, escalating as appropriate.• Coordinated toll free bridge access in North America (domestic, international and UIFN).• Participated in executive, sales, and client meetings at all levels.• Lead of Data Integrity Team, assisted in the consolidations of billing platforms and researching billing issues resulting from data conflicts or customer disputes.• Member of Consolidation Team to move telecom and data traffic from Montgomery, AL to Honolulu, HI, including onsite training of Operation, Client Care and Sales Team in Honolulu, coordination of traffic movement and provisioning of network. Evaluated performance and consolidated teams to resolve duplicate resources, including the termination and relocation of impacted team members.