Ly Le Email & Phone Number

California, United States

San Francisco, California, Us

Design and execute a strategy for the global Customer Success organization, ensuring that CSMs and Growth AEs drive value, product usage, and expansion of Mindtickle’s sales readiness and enablement platform.

- Advisor to start up businesses by providing thought leadership and guidance on company vision, strategy, services, and organizational structure.- Functioned as a VP of Customer Success for an organization of 50+ people with a team of Account Managers, Customer Success Managers, and Talent Advisors to proactively manage revenue retention, renewal, growth, and expansion of services, while driving product adoption.- Empower leaders and individuals by delivering comprehensive coaching, nurturing their career and professional development, elevating performance and skills through tailored training sessions, and providing invaluable guidance.I offer strategic and operational expertise for all post-sale functions including go to market strategy, onboarding/implementation, success/account management, support, and scalable programs that focus on growth and retention. I am open to fractional roles as a CCO, VP of Customer Success/Account Management or Strategy & Operations.

San Francisco , California , Us

As the Head of Customer Strategy & Programs, led efforts to enhance the customer experience and journey.- Aligned with revenue leaders (pre & post sales) to drive and provide executive project oversight on strategic initiatives and operational excellence by defining roles & responsibilities, metrics, and processes which resulted in less friction within the revenue teams and customers.- Served as the Lead for New Business, Enablement, Customer Engineering (including Sales Engineering, Services, Technical Account Managers, & Solutions Engineering) during our CRO’s sabbatical.- Collaborated with cross-functional teams including Marketing, Products, Engineering, Business Operations, Sales, and Enablement to develop and enhance customer engagement initiatives and programs.- Designed and implemented an impactful Account Management Value training program, placing a strong emphasis on strategic conversations, executive engagement, competitive intelligence and negotiations, resulting in a significant boost in proactive and strategic customer interactions.

San Francisco, California, Us

As a senior executive in a global Customer Success organization, effectively oversaw 70+ CSMs spanning North America, LATAM, EMEA, and APAC regions, while actively driving customer retention, product usage, and compliance.- Transformed the CSM model into a strategic approach by designing and implementing new metrics and engagement models to boost customer engagement and loyalty.- Revamped customer success by devising a comprehensive long-term plan and strategy that leverages customer segmentation, resource planning, program development, and enablement to drive scalable results.- Unified the business by developing the strategy and programs across the Services organization, which encompassed Customer Success, Support, Professional Services, Customer Experience, Partner Alliance, and Support Operations.- Supported key customer programs/initiatives to drive product compliance and usage by partnering with Sales, Marketing, Legal, and Product leaders.- Established and recruited a communication team dedicated to driving customer product adoption and advocacy in order to enhance overall customer experience.- Collaborated closely with the Chief Customer Officer, providing strategic alignment and serving as their Chief of Staff.

Seattle, Wa, Us

Led and inspired a high-performing team of Account Managers, overseeing coverage for 125 customers across diverse industries such as software, media, digital marketing, and retail, effectively safeguarding and expanding a portfolio worth over $280M.- Created, scaled, and managed a customer success, optimization, and deal acceleration sales team that generated $3B of influenced spend.- Revamped strategies to prioritize customer success and retention for AWS' most mature and tenured customers within the Territory Sales segment, resulting in 20% growth, accelerated onboarding, and optimized AWS usage.- Played a key role in driving customers' digital transformation into the cloud by developing strong relationships with key stakeholders and serving as their trusted advisor.

Foster City, California, Us

Oversaw 75% of the global revenue with a team of 25+ Account Managers in North America and Global Accounts.- Achieved significant growth rate of 25% by focusing on customer retention and growth strategies within the install base.- Created a comprehensive customer engagement model that effectively addressed the needs of the company's entire customer portfolio, including global and top accounts with a high-touch model, mid-market accounts with cost-effective coverage, and small business accounts with a low-touch and low-cost model, ensuring that no customers were left behind.- Created evangelists by closely listening to customers, delighting them with exceptional user experiences and services, and gathering feedback to provide our development organization with valuable product enhancement insights.- Developed and fostered C-level partnerships with key accounts, demonstrating our unwavering dedication to the customer and leveraging these relationships to drive deeper account penetration.- Provided executive project oversight and client communication, advocating for a positive merchant experience and offering valuable insights to reduce escalations and minimize at-risk merchants.- Recruited and managed a world-class Customer Success organization consisting of over 25 team members, overseeing their professional development to create opportunities for career growth.

San Francisco, California, Us

Created the Customers for Life (CFL) learning strategy and led the growth of CFL experts globally with the primary focus on Customer Success Managers; this included everything from on-boarding through the lifecycle of the CFL ramp, as well as continuous learning for the veteran members of the community.- Be a thought leader/partner and influenced the agenda, inspired innovation, motivated action and delivered results that enabled our global CFL community to grow expertise and deliver on customer success.- Maintained the pulse of the CFL community and align with leadership to develop and enhance methodologies, approaches and communications on productivity programs, tools, and events.- Supported Salesforce University in the creation of learning paths, content, certification, and badging plans.- Participated in the recruitment, hiring and retention of the right people.

San Francisco, California, Us

- Dreamforce Lead for our Commercial Business Unit (CBU) in our Customers for Life Organization (Dreamforce is our annual user conference where it is the 3rd largest ranked tech industry event)- Responsible for aligning with Marketing to expand our reach to Small and Medium Business (SMB) customers at Dreamforce and providing the best SMB Experience ever- Track lead and program manager to deliver content for over 50 Dreamforce sessions spanning from Thought Leadership sessions to Sales/Marketing to Admin- Develop new programs and engagement models that scale for CBU - Establish a regular communication cadence to align and educate Sales Leadership and Sales Teams on post sales programs available to Customers - Develop strategy and content for quarterly Sales Roadshow

San Francisco, California, Us

- Designed, delivered, and managed strategic programs for Standard Success Plan customers in our Commercial Business Unit (CBU) in North America and LACA- Hired, managed, and coached local and remote team members in North and South America who are responsible for providing adoption assistance and best practice recommendations to increase application usage- Worked closely with Executives, Management, Sales, Product Management, and Professional Services to ensure customer satisfaction, escalate product issues, and to identify new /add-on opportunities- Responsible for driving renewals, lead generation, CSAT, and adoption/usage metrics for CBU and developed new programs and engagement models that scale for CBU - Monitored and managed high visibility escalations by building trust and providing guidance to customers through our Red Accounts process- Established a regular communication cadence to align and educate Sales Leadership and Sales Teams on post sales programs available to Customers

San Francisco, California, Us

- Focused on user adoption and customer retention in our Customers for Life organization for North America and LACA customers- Design, deliver and manage programs that scale for Small/Medium size businesses (SMB)- Manage local, remote, and outsourced team members in North and South America

San Francisco, California, Us

Managed the Customer Success Team for Corporate Sales in the West Region

San Francisco, California, Us

Customer Success Manager supporting the San Francisco Region for Corporate Sales Customers

San Francisco, California, Us

Field Customer Success Manager supporting Enterprise Customers such as Dupont, Avis, Morgan Stanley, CIT, Dow Jones, Cigna, Glaxo Smith Kline

Paris, Fr

• Managed the implementation, process, and training team for requirements gathering, design, development to rollout• Maintained ongoing dialogue with client and upper-management to ensure project expectations are being met and issues are being addressed to control project scope and meet deadlines and milestones• Coordinated with the Process, Technical, and Change Management teams to develop a release strategy which satisfies all business and organizational requirements for a successful rollout• Redesigned business processes for sales and service organizations to increase effectiveness, reduce redundancies, and to cut operational costs• Produced weekly statistical system usage updates and analysis to management team on sales forecasting and service request call logs to track project goals and metrics

London, Gb

• Acted as an expert resource in Defined Benefits to the client and team members to deliver a solid benefits system• Implemented a Retirement/Cash Balance Plan for a Fortune 500 client• Facilitated technical training classes for team members and new hires