Lauren Snyder Email and Phone Number

Strategic advisor for emerging mental healthcare company.

Led flagship Tax Credits operations, including end-to-end delivery of hundreds of millions of dollars in tax credits for small businesses and startups

Launched, operationalized, and delivered 2 new business lines (Procurement, Treasury Management) in <6 months Transformed xfn processes, systems, reporting, and org to scale from alpha to general availability

AnyRoad empowers global brands to measure and scale experiential marketing. Customer partnerships include Michaels, Diageo, Dick's Sporting Goods, World Economic Forum, Honda, and Nestle.As the VP of Customer Success, I built the global, distributed, 24/7 CS team to deliver a best-in-class enterprise SaaS experience to brands and their guests, including: >120% NRR annually >6x ARR in <3 years >90 NPS and >90% CSAT score >75% reduction in time to revenue <1 minute response and <24 hour resolution time via 24/7 global support with CSAT >90%The Customer Success and Customer Experience teams are diverse, dynamic, and data-driven Account Managers and Customer Experience professionals responsible for the post-sale customer journey. This includes: -Enterprise onboarding, training, and SaaS + hardware implementation -Strategic insights consultations (QBR) using Tableau and NLP data -Renewal, upsell, and expansion in collaboration with Sales -Customer community, reference, and case study programCS is the Voice of the Customer to the Product, Engineering, and Design. From 2018-2021, the CS team defined product scope, priority, QA, and launch plans for multiple customer-facing features worth >6 figures in ARR.

Nurx puts people in control of their own health by making it easy, accessible, and safe to get high-quality medical care and prescriptions online. Skip the trip to the doctor and pharmacy and get birth control and PrEP delivered, with or without insurance. During 2 years of hypergrowth, I led Ops, including Customer Support, Pharmacy + Provider Ops, Logistics and Fulfillment, through significant growth: <20k to >200k customers 2 U.S. states to 21 10x the pharmacy network +2 offices (SF, Miami, Syracuse) Raised Series A & B from Union Square Ventures & Kleiner PerkinsThe Operations team strategically partnered with Product & Engineering to scope and deploy core products that enabled scale, while improving speed & quality; and the Medical & R&D teams to launch and support new services (e.g. at-home lab testing).

Scaled implementation and project management processes to improve efficiency, quality, and satisfaction. Collaborated with Sales, Customer Success, Product, Analytics, and Finance to launch cross-functional initiatives in customer renewals, product betas, and internal compliance controls. Coached and mentored a 50-person team to excel in high-change, rapid-growth remote office. Extensive travel between SF HQ and Tempe, AZ offices to unite teams across offices. Set, achieved, and exceeded monthly implementation, NPS, churn, time-to-delivery, and cost targets. Led, coached, and developed employees (analysts, project managers, people managers, trainers) to achieve goals and overcome obstacles. Motivated and engaged team for maximum results and retention.

Established and led the Implementation Center of Excellence to improve speed, quality, and satisfaction in the implementation of Zenefits. Scaled training from 1:1 program to 30-person classes by creating hands-on exercises, curriculum design, and knowledge checks. Defined, created, and visualized KPIs and metrics across the Implementation organization. Designed and deployed incentive program aligned with KPIs and business needs.Reported and summarized Implementation analytics for monthly executive and board meetings. Analyzed NPS and delivered recommendations to empower the team to earn outstanding NPS results.

Created and built Implementation process, methodology, and team at Zenefits. Grew Implementation team from 0 to 50+ FTE in 10 months. Developed outsourcing channel for data entry and repeatable tasks. Consulted, recruited, interviewed, and trained remote team in Scottsdale, AZ. Developed career pathways from individual contributor to team lead to manager. Partnered with Engineering to automate and simplify manual processes to scale from implementing 4 clients / week to 400 clients / month. Diversified and specialized organization to include client- and vendor-facing roles to scale Implementation team at one of the fastest-growing SaaS companies in Silicon Valley. Documented process maps and guides to identify and resolve process inefficiencies through product and process improvements.Identified initial metrics and KPIs to capture and improve NPS post-implementation.

Originated the Implementation function at Zenefits - responsible for end-to-end onboarding for first ~100+ clients. Authored the implementation process that allowed Zenefits to onboard 20k customers in <3 years.Integrated with insurance companies, payroll providers, and the other 3rd-party vendors to provide a complete HR and benefits solution.Educated administrators to better understand their data, and find cost savings by merging payroll and insurance data into a single view. Resolved legacy enrollment errors so that a client was always appropriately insured and educated on how to make the most of their benefits.

Strategic internal consultant on an agile Operations team that was hyper-focused on cross-departmental operations and clinical projects that were high priority to the leadership team: Identified, built, and automated KPI Dashboards to optimize staffing and patient experience, while empowering District Managers to manage performance, improve NPS, and shorten SLAs Built national care contracting model and strategyCreated the structures, staffing, scheduling, and change management plan for virtual medical care team to move to 24/7 virtual careStreamlined and improved Travel Clinic through needs assessment, analysis, and automationNote: Promoted from Administrative Assistant (2011-2012) to Operations Manager.