Lynne Dixon Email & Phone Number

Ann Arbor, Michigan, United States

www.womenofcustomersuccess.com

RecastSuccess is a pioneering customer success mentorship initiative, strategically designed to accelerate skill advancement and provide invaluable hands-on experiences in Customer Success. As a proactive participant, I leveraged this targeted program, specifically aimed at mentoring individuals transitioning to a career in customer success.Key Achievements and Responsibilities:Skill Refinement and Expansion: Applied experience with implementation, customer advocacy, QBRs… Show more RecastSuccess is a pioneering customer success mentorship initiative, strategically designed to accelerate skill advancement and provide invaluable hands-on experiences in Customer Success. As a proactive participant, I leveraged this targeted program, specifically aimed at mentoring individuals transitioning to a career in customer success.Key Achievements and Responsibilities:Skill Refinement and Expansion: Applied experience with implementation, customer advocacy, QBRs, negotiations, and renewals, refining and expanding upon best practices honed as a CSM leader.Proactive Customer Engagement: Practiced keeping customers engaged through a proactive approach and tailored support, ensuring their ongoing satisfaction.Strategic Forecasting: Utilized hands-on learning with forecasting to predict customer needs, developing strategies to ensure customers achieve their goals and drive revenue.Effective Communication and Problem-Solving: Applied negotiation and renewal strategies, highlighting effective communication and problem-solving skills.Data-Driven Insights: Analyzed customer data to identify trends, opportunities, and areas for improvement, contributing to informed decision-making.Applied Learning:Customer Lifecycle StagesCross-Functional PartnershipsOnboarding and Implementation PlanningPersonas and Lifecycle MapsCustomer EducationNo/Low Touch StrategiesPilots and UpsellingVoice of Customer (VoC)Storytelling with DataKPIs and Data AnalysisCRM Software (e.g., Salesforce)Collaboration ToolsRenewals and Negotiations Show less

• Led the successful implementation of Agile frameworks, resulting in enhanced productivity and efficiency, and reinforcing the associated culture and values within the team.• Conducted Agile activities such as daily stand-ups, user story grooming, backlog management, and sprint planning/reporting, which strengthened communication and prioritization of deliverables among stakeholders, managers, and development leads.• Promoted cross-functional domain knowledge sharing, significantly… Show more • Led the successful implementation of Agile frameworks, resulting in enhanced productivity and efficiency, and reinforcing the associated culture and values within the team.• Conducted Agile activities such as daily stand-ups, user story grooming, backlog management, and sprint planning/reporting, which strengthened communication and prioritization of deliverables among stakeholders, managers, and development leads.• Promoted cross-functional domain knowledge sharing, significantly contributing to team progression and the refinement of Agile practices, leveraging strong problem-solving and communication skills. Show less

• Developed company-wide diversity training and unconscious bias training program and led implementation. Launched an employee resource group (ERG) for the BIPOC community at Nexient and spearheaded quarterly events to promote diversity, equity, and inclusion. • Ensure alignment and integration of Employee Resource Group (ERG) strategic plans and programming and all efforts are aligned with the company's overall equality strategy. • Partner closely with all ERGs, executive sponsors, and… Show more • Developed company-wide diversity training and unconscious bias training program and led implementation. Launched an employee resource group (ERG) for the BIPOC community at Nexient and spearheaded quarterly events to promote diversity, equity, and inclusion. • Ensure alignment and integration of Employee Resource Group (ERG) strategic plans and programming and all efforts are aligned with the company's overall equality strategy. • Partner closely with all ERGs, executive sponsors, and other key stakeholders to provide guidance. • Act as a project manager to develop and implement strategic events, and a budget approval process. • Coordinate the execution of annual cultural heritage/milestone events (i.e., Black History Month, Juneteenth, etc.) Show less

• Orchestrated the development and implementation of enhanced processes, leading to a significant 50% increase in on-time delivery efficiency.• Supervised and mentored a team of three account operations coordinators, fostering accountability and success within the team and organization.• Managed a portfolio of 10 key client accounts, ensuring high customer satisfaction through strong relationship building and prompt response to account needs. • Executed invoicing creation with… Show more • Orchestrated the development and implementation of enhanced processes, leading to a significant 50% increase in on-time delivery efficiency.• Supervised and mentored a team of three account operations coordinators, fostering accountability and success within the team and organization.• Managed a portfolio of 10 key client accounts, ensuring high customer satisfaction through strong relationship building and prompt response to account needs. • Executed invoicing creation with precision and accuracy, contributing to efficient financial transactions and minimizing errors in payment processes. Show less

Ann Arbor, Michigan

• Managed and monitored employee benefit programs, ensuring compliance with regulatory requirements, timely processing of enrollments and changes, and boosting employee understanding through weekly informational presentations.• Handled the FMLA leave administration process from the employee’s initial notice of the need for leave to the return to work. Including gathering and completing all required paperwork, determining leave eligibility, designating leave as FMLA-qualifying, requesting… Show more • Managed and monitored employee benefit programs, ensuring compliance with regulatory requirements, timely processing of enrollments and changes, and boosting employee understanding through weekly informational presentations.• Handled the FMLA leave administration process from the employee’s initial notice of the need for leave to the return to work. Including gathering and completing all required paperwork, determining leave eligibility, designating leave as FMLA-qualifying, requesting medical certification as needed, and accounting for intermittent and reduced schedule leave use.• Streamlined weekly timesheet review and reconciliation, providing consistent assistance to Client Partners and Delivery Directors.• Collaborated with CFOs, Controllers, and Accounts Payable/Accounts Receivable teams, ensuring alignment with invoicing and sales forecasting. Show less

Greater Detroit Area

• Led process enhancement initiatives, notably automation, to bolster reporting capabilities and efficiency.• Conducted comprehensive analyses and offered solutions to enhance operational efficiency, system experience, and business outcomes.• Aided in the execution of divisional objectives and plans, and effectively communicated analytical results to promote their adoption.

Ann Arbor, Mi

• Successfully managed a diverse client portfolio, implementing innovative marketing strategies that facilitated clients in surpassing revenue targets; strategies included enhancing customer engagement, utilizing personalized communication, and implementing feedback-driven improvements.• Leveraged customer insights and analytics to collaborate effectively with marketing, product support, and sales teams, developing and executing advanced marketing tactics that boosted clients' revenue by… Show more • Successfully managed a diverse client portfolio, implementing innovative marketing strategies that facilitated clients in surpassing revenue targets; strategies included enhancing customer engagement, utilizing personalized communication, and implementing feedback-driven improvements.• Leveraged customer insights and analytics to collaborate effectively with marketing, product support, and sales teams, developing and executing advanced marketing tactics that boosted clients' revenue by 10-15% annually.• Identified and capitalized on product expansion and upsell opportunities, resulting in clients exceeding growth targets by 20%, while also providing training, onboarding sessions, and regular business review calls to ensure successful product adoption and continual optimization of marketing strategies.• Owned Client Direct firm revenue in the Northern and Midwest region, which covered 30% of revenue. Show less

Livonia, Mi

• Developed and executed customer satisfaction strategies, achieving over 90% retention through effective onboarding, proactive issue resolution, and personalized outreach.• Facilitated print advertising programs for diverse restaurant clients, contributing to an annual revenue generation of $50 million.• Played a pivotal role in client strategic planning, gathering and refining marketing solutions requirements for appropriate internal system inputs, and provided valuable… Show more • Developed and executed customer satisfaction strategies, achieving over 90% retention through effective onboarding, proactive issue resolution, and personalized outreach.• Facilitated print advertising programs for diverse restaurant clients, contributing to an annual revenue generation of $50 million.• Played a pivotal role in client strategic planning, gathering and refining marketing solutions requirements for appropriate internal system inputs, and provided valuable recommendations during the developmental stages.• Liaised effectively between clients and internal departments, translating client needs and setting clear expectations, while identifying upsell and cross-sell opportunities in collaboration with sales and marketing teams. Show less

- Formulated, directed and coordinated marketing activities and policies to promote products and services.- Developed and prepared customized marketing proposals and assisted clients with implementation of their proposal based on their specific needs.- Identified, developed, and evaluated marketing strategies, based on knowledge of client objectives, market characteristics, and cost and markup factors.- Developed content for direct mail, print, and websites. Also provided… Show more - Formulated, directed and coordinated marketing activities and policies to promote products and services.- Developed and prepared customized marketing proposals and assisted clients with implementation of their proposal based on their specific needs.- Identified, developed, and evaluated marketing strategies, based on knowledge of client objectives, market characteristics, and cost and markup factors.- Developed content for direct mail, print, and websites. Also provided website support.- Attended various networking events to generate new business and provide connections for strategic partners. Was able to introduce 4 new clients to TRG within 4 months.- Internal Wordpress website creation and help desk support for clients Show less

- Responsible for conducting professional phone interviews with individuals seeking employment for a variety of companies including Waste Management, Delta Airlines, Wells Fargo, Jenny Craig, and Aetna.- Informed potential candidates about facilities, operations, benefits, and job or career opportunities in organizations. - Contacted applicants to inform them of employment possibilities, consideration, and selection.- Provided background information on organizations with which… Show more - Responsible for conducting professional phone interviews with individuals seeking employment for a variety of companies including Waste Management, Delta Airlines, Wells Fargo, Jenny Craig, and Aetna.- Informed potential candidates about facilities, operations, benefits, and job or career opportunities in organizations. - Contacted applicants to inform them of employment possibilities, consideration, and selection.- Provided background information on organizations with which interviews are scheduled.- Reviewed employment applications and job orders to match candidates with job requirements, using computerized file searches. Show less

- Played an integral part in the planning and execution for top agency clients including Comcast Business Services, Gladson, Tate & Lyle, Quill.com, and Trend Technologies- Built strong relationships by collaborating daily with agency clients and by working closely with internal teams to deliver on account needs and ensure day to day satisfaction.- Assisted in the successful completion of agency projects including; branding, targeted advertising, interactive development, lead… Show more - Played an integral part in the planning and execution for top agency clients including Comcast Business Services, Gladson, Tate & Lyle, Quill.com, and Trend Technologies- Built strong relationships by collaborating daily with agency clients and by working closely with internal teams to deliver on account needs and ensure day to day satisfaction.- Assisted in the successful completion of agency projects including; branding, targeted advertising, interactive development, lead generation, content marketing and promotions.- Supported senior staff by providing research needed for account planning, pitches and presentations.- Created estimates, opened jobs, created timelines and managed internal creative resources to meet client business objectives on time and within budget. Show less

Bba, Marketing

Human Resources Certificate, Human Resources Management/Personnel Administration, General