Lisa Foster Email & Phone Number

Tempe, Arizona, Us

Tempe, Arizona, Us

- Responsible for all post sale customer-facing initiatives: onboarding, customer success, support, etc.- Ended 2023 4% under churn budget for YTD, QTD, and MTD. - Focused on SMB B2BC. - Managing $30m ARR and climbing.- NRR 101%. - GRR 76%.- Implemented payments across 2 lines of business. - Leading a team of 41 incredibly talented individuals and growing.- Deliver quarterly board presentations that reflect churn improvement, customer tactics, and strategies- Led company town hall/ weekly company update.- Stood up customer success organization. The full lifecycle: JDs, people, process, tools, automation. - Implemented SFDC, Zendesk, and Vitally- Migrated 3 tech stacks into 1 due to M&A- Dunning process automation. 70% campaign open rate, 97% recovery rate.- Conducted salary band exercise to implement compensation plan alignment across roles.- Grew team from 20 to 36 in 5 months.

Newport, Ri, Us

- Designed and built the customer success, support, and support ops departments.- CSAT score of 94%.- Improved 1st response time to 59 minutes. - Launched outbound contact strategy to improve churn and renewals. - Manage all aspects of customer billing, and customer account health.- Conducted demos, training, and webinars for leads, trialing, and customers.- Results for prospective leads = Demo to Trial is 50% conversion and Trial to Paid conversion is 75%.- Set new baseline productivity benchmarks and exceeded prior goals. - Created high touch contact strategy for large accounts.- Implemented customer onboarding, training, and ongoing support processes. - Nominated as MVP by peers for Q3 and Q4 ‘18.- Act as the VOC between product, dev, and marketing departments on roadmaps and sprint prioritization. - Moonlight as QA tester when needed.

Corona Del Mar, California, Us

- Built CS team from the ground up: 9 roles and on target for 75 employees in under 6 months.- Customer retention rate of 98.5%.- CSAT score of 4.8 out of 5.- Customer Experience voted #1 by executive team in terms of "What Went Well" in Q2 '16. - Improved gross margin through internal optimization of roles and processes. - Launched QA, web design, and domain departments and roles.- Established productivity goals and exceeded prior benchmarks. - Re-engineered on-boarding process from end to end.- Implemented peer to peer recognition system to promote company values.- Recruited, interviewed, and hired employees with sole discretion.- Promoted to Sr. Director in 3 months.

Walnut, Ca, Us

- Manage entire FuseDesk call center operations and ensure KPI’s are met.- Provide technical expertise, training, and mentoring to service delivery team.- Collaborate with management team to develop and execute plans for continued growth and development of the organization.- Consult with clients to provide business solutions utilizing FuseDesk products.- Review effectiveness of client meetings and conduct timely follow-up.- Partner with sales to identify key renewals and develop strategies to protect core business.- Work with partners and resellers to meet quotas.- Ensure partner and reseller training on all FuseDesk products.- Manage all marketing programs including digital, social media, email, and web.

Phoenix, Az, Us

- Managed budget/expense reporting, accounts receivable, internal collections, and customer retention to exceed operating targets with a team that consisted of 7 directors, 25 managers, and 200+ front-line employees. - Improved phone answer rates from 30% to 90%. - Responsible for employee recruiting, strategic plans and communication for 350 employees.- Net Promoter Scores in my vertical trended above company benchmark average.- Proficient using GMT/Workforce Solutions to monitor staff efficiency and call volume.- Developed call management and availability strategies, reporting, and trainings that improved quality, efficiency, and managers skills.- Served as key member of multiple project teams to drive improved customer service metrics, call coaching, quality, compliance, accounts receivables, retention, and data reporting.- Created a leadership development program that resulted in several front-line awards and promotions.- Executed creative solutions based on survey verbatim to reduce escalated issues by 41% year over year.

Phoenix, Az, Us

- Received Top Performer Award in 2006 and 2007 for ranking in the top 10% of leaders for performance.- Manager #2 selected for two University start up’s that grew to company wide roll out - developed structures, processes, policies/ procedures, and played an integral role CS team creation and scale.- Core member of strategy and development project team that revolutionized employee productivity by merging multiple systems/platforms into one streamlined web-based platform for over 3000 customer facing employees.

Bachelor Of Science (Bs), Political Science And Government

Master Of Business Administration (Mba), Business, Management, Marketing, And Related Support Services