Leslie Smith Email & Phone Number

Florida, United States

Provided strategic leadership in collaboration with CS Leadership to shape and execute long-term strategic initiatives, ensuring alignment with organizational goals.Led efforts to identify operational inefficiencies and spearheaded automation projects, resulting in substantial improvements in overall efficiency and customer satisfaction.Successfully led the implementation, technical integrations, and workflows of Gainsight, ensuring seamless integration and alignment with business objectives while meticulously tracking ROI.Established and optimized health scores and KPIs, driving continuous improvement in customer success team performance and operational effectiveness.Regularly presented key customer success metrics and outcomes to Senior Leadership and C-suite executives, providing actionable insights for strategic decision-making and organizational alignment.Developed and championed compelling narratives and strategic projects across departments to advocate for customer success priorities, fostering a collaborative and supportive organizational culture.Designed innovative staffing models and effectively managed workload distribution for Customer Success Managers, significantly enhancing team productivity and client engagement strategies.Conducted comprehensive Customer Success enablement programs, focusing on product knowledge and role-specific training to elevate team capabilities and drive superior customer outcomes.Mapped and documented customer success processes across SFDC, Gainsight, PowerBi, and Gong, ensuring standardized operations and maximum efficiency across platforms.Collaborated closely with 1:Many communications lead to create email outreaches along the customer journey, including automating Onboarding, NPS and Adoption outreaches. Led cross-functional initiatives with IT teams to leverage new Salesforce functionalities, enhancing overall operational efficiency and effectiveness while driving continuous improvement initiatives.

Led Gainsight administration, configuration, data migrations and integrations.Directed configuration, testing and deployment of highly visible, corporate initiative projects and continuously improving the Gainsight instance to ensure compatibility with evolving business requirements.Documented and maintained Gainsight policies, process and procedures.Led efforts to analyze and measure the effectiveness of existing Customer Success processes, providing strategic recommendations for lifecycle improvements.Collaborated closely with internal stakeholder groups to develop and communicate comprehensive business requirements and technical designs.Partnered with Customer Success leadership to design and enhance processes throughout the customer lifecycle, driving operational efficiency and customer satisfaction.

Implemented Gainsight SFDC and migrated to Gainsight NXT.Documented and optimized Customer Success operational policies and procedures.Analyzed and recommended improvements to existing business processes.Analyzed new business requirements and identified and recommended the most effective approach and resolution to issues.Defined operational and strategic approaches to ensure business success by continuously improving business processes.Solicited requirements using interviews, document analysis, requirement surveys, site visits, business process descriptions, business analysis, and task and workflow analysis.Produced technical design documents and supporting materials which may be used by resources within the organization to understand or complete configuration.Subject matter expert on new business processes and technologies.Developed training plans and materials for new processes and technologies being implemented.Established communication with management and C-level executives to understand, interpret and comply with functional policies, procedures and processes; identify potential issues and develop, recommend and champion appropriate change proposals as needed.Communicated business results, operational analyses, change recommendations and other information developed and/or received, champion appropriate changes throughout the organization.

Prioritized initiatives according to business needs and requirements.Collaborated daily with IT using Agile/Scrum methodologies to deliver new features and functionality.Participated in business requirement reviews, implementation, system releases, and issue remediation efforts alongside IT and business teams.Identified and implemented processes and tools to automate workflows, enhance efficiency, and reduce manual overhead.Utilized Agile methodology to work with management across all levels, ensuring business needs were met and positive changes were implemented during system updates.Developed, coordinated, and conducted end-user training and documentation sessions.Gathered requirements and implemented Salesforce.com changes and enhancements.Actively engaged in resolving issues related to contracts and quoting, working closely with account teams as needed.Advocated for business interests and championed the allocation of appropriate resources to address specific issues or enhancements.Proactively managed critical application issues to prevent business disruptions, prioritizing tasks based on timelines and business priorities.Facilitated training and communication within the operations and sales teams, covering contacts, account assignments, compensation, opportunities, and quoting processes.Served as an escalation point for issues related to compensation, account assignment, quoting, and contracting.

Acted as the liaison between site operations and marketing teams for campaign setup, production, reporting, and follow-up.Collaborated with managers to ensure efficient scheduling of resources and proper allocation for campaigns.Monitored and reported on project status and objectives, ensuring alignment with business goals.Utilized email marketing systems firsthand to execute campaigns effectively.Developed and maintained a database for email marketing campaign data to ensure compliance with the CAN-SPAM Act and to measure ROI and effectiveness.Interfaced with all levels of management to gauge customer satisfaction levels and gather feedback.Established a follow-up methodology to ensure continuous coverage of account or territory assignments.Provided support to sales organizations by evaluating lead development strategies and outcomes.

St Petersburg, Florida, United States

Create and configure media database. Oversee database and its associated delegates to ensure proper documentation of compliance-related items. Produce and issue press releases. Foster and maintain media relations for conferences and events. Serve as a spokesperson to a variety of external audiences. Update public website with media activity. Control pressroom on public website. Produce letters, memos, invitations and fliers promoting conferences or other special events. Oversee production of invitations for conferences and events. Maintain media contact list.

Supervise associates on an as-needed basis. Manage workflow and delegate assignments. Edit text and financial information produced by a team of research analysts and their associates for distribution to clients. Review grammar, spelling, congruity, logic; check numbers for agreement against references and ensure compliance to all policies. Compile daily research for distribution to clients and news media. Coordinate publication and distribution to clients. Oversee review/sign-off process, graphics, print preparation, etc. Assist in the development and production of new publications. Oversee editing and production of special projects. Develop promotional brochures and advertisements and coordinate with all levels of personnel and printers to publish special sales pieces and brochures for clients.

Assisted four Information Technology analysts with the preparation and publication of research reports. Edited reports for grammar and content. Duties included: Planned and maintained marketing schedule with sales force; Processed expense reports; Prepared travel arrangements and itineraries; Transmitted information to European branches via proprietary software; Organized and maintained company information; and Answered multi-line telephones.