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Mary Nelson is an insightful leader and pragmatic problem solver best known for successfully scaling high growth technology and SaaS companies through IPO and beyond. With a belief that great things happen when customers are put at the heart of strategic, product and service decisions, she has evolved talent, structure and culture to effectively lead global and domestic teams through successive stages of growth. Mary is currently the Chief Customer at Pluralsight, the leading technology workforce development company that helps companies and teams build better products by developing critical skills, improving processes and gaining insights through data, and providing strategic skills consulting.She recently served as the first Chief Customer Officer at Aircall, a $100+M cloud-based international phone and communication platform for SMBs. During her tenure she instituted a new customer focused organization, initiated a major efficiency-focused business transformation program and improved quarterly Net Revenue Retention (NRR).Previously, Mary was the Chief Client Officer at Alkami, a digital banking company that made its Nasdaq (ALKT) debut in April 2021. Leading a team of over 200 customer facing professionals, Mary delivered the highest user growth in the digital banking industry during her tenure. Prior to Alkami, Mary was SVP, Client Services – Americas at Monitise, an early competitor in the mobile digital banking arena. Earlier, she held executive leadership roles in global and domestic technology companies in breakthrough industries including B2C text messaging and broadband deployment. A personal focus of Mary’s is mentoring and leadership development. She finds it incredibly rewarding to be a small part of the professional success of others. With a passion for supporting start-up entrepreneurs, she is proud to be an angel investor in Pandium and Cycle App, two companies to watch!Please direct message for board or advisory positions.#saas #customersuccess #tech #customersatisfaction #boardservice #nacdcertified #scale
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Chief Client OfficerDocupaceDallas, Tx, Us
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Chief Customer OfficerPluralsight May 2024 - Oct 2024Draper, Ut, Us𝘛𝘩𝘦 𝘭𝘦𝘢𝘥𝘪𝘯𝘨 𝘵𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘺 𝘸𝘰𝘳𝘬𝘧𝘰𝘳𝘤𝘦 𝘥𝘦𝘷𝘦𝘭𝘰𝘱𝘮𝘦𝘯𝘵 𝘤𝘰𝘮𝘱𝘢𝘯𝘺 𝘵𝘩𝘢𝘵 𝘩𝘦𝘭𝘱𝘴 𝘤𝘰𝘮𝘱𝘢𝘯𝘪𝘦𝘴 𝘢𝘯𝘥 𝘵𝘦𝘢𝘮𝘴 𝘣𝘶𝘪𝘭𝘥 𝘣𝘦𝘵𝘵𝘦𝘳 𝘱𝘳𝘰𝘥𝘶𝘤𝘵𝘴 𝘣𝘺 𝘥𝘦𝘷𝘦𝘭𝘰𝘱𝘪𝘯𝘨 𝘤𝘳𝘪𝘵𝘪𝘤𝘢𝘭 𝘴𝘬𝘪𝘭𝘭𝘴, 𝘪𝘮𝘱𝘳𝘰𝘷𝘪𝘯𝘨 𝘱𝘳𝘰𝘤𝘦𝘴𝘴𝘦𝘴 𝘢𝘯𝘥 𝘨𝘢𝘪𝘯𝘪𝘯𝘨 𝘪𝘯𝘴𝘪𝘨𝘩𝘵𝘴 𝘵𝘩𝘳𝘰𝘶𝘨𝘩 𝘥𝘢𝘵𝘢, 𝘢𝘯𝘥 𝘱𝘳𝘰𝘷𝘪𝘥𝘪𝘯𝘨 𝘴𝘵𝘳𝘢𝘵𝘦𝘨𝘪𝘤 𝘴𝘬𝘪𝘭𝘭𝘴 𝘤𝘰𝘯𝘴𝘶𝘭𝘵𝘪𝘯𝘨.Led customer functions including customer success (with renewal responsibility), professional services and support.- Navigated a recapitalization process involving ownership transition from Vista Equity to existing lenders.- Initiated a digital success motion to improve customer retention and engagement in relevant segments. -
Chief Customer OfficerAircall Jan 2023 - Oct 2023New York, Us𝘗𝘳𝘪𝘷𝘢𝘵𝘦𝘭𝘺 𝘩𝘦𝘭𝘥, $100+𝘔 𝘈𝘙𝘙, 𝘤𝘭𝘰𝘶𝘥-𝘣𝘢𝘴𝘦𝘥 𝘪𝘯𝘵𝘦𝘳𝘯𝘢𝘵𝘪𝘰𝘯𝘢𝘭 𝘱𝘩𝘰𝘯𝘦 𝘢𝘯𝘥 𝘤𝘰𝘮𝘮𝘶𝘯𝘪𝘤𝘢𝘵𝘪𝘰𝘯 𝘱𝘭𝘢𝘵𝘧𝘰𝘳𝘮 𝘧𝘰𝘳 𝘴𝘢𝘭𝘦𝘴 𝘢𝘯𝘥 𝘴𝘶𝘱𝘱𝘰𝘳𝘵 𝘵𝘦𝘢𝘮𝘴.Led post-sale customer functions including onboarding, customer success (with renewal and upsell responsibility), support and billing.- Instituted first customer focused organization and facilitated a company strategy shift to efficiently serve SMB customers through product-led self service and business transformation in all areas.- Improved Net Revenue Retention (NRR) each quarter. -
Chief Client (Customer) OfficerAlkami Technology Nov 2016 - Jan 2023Plano, Tx, Us𝘈 𝘕𝘢𝘴𝘥𝘢𝘲 𝘵𝘳𝘢𝘥𝘦𝘥 (𝘈𝘓𝘒𝘛), $225+𝘔 𝘈𝘙𝘙 𝘭𝘦𝘢𝘥𝘪𝘯𝘨 𝘤𝘭𝘰𝘶𝘥-𝘣𝘢𝘴𝘦𝘥 𝘥𝘪𝘨𝘪𝘵𝘢𝘭 𝘣𝘢𝘯𝘬𝘪𝘯𝘨 𝘴𝘰𝘭𝘶𝘵𝘪𝘰𝘯𝘴 𝘱𝘳𝘰𝘷𝘪𝘥𝘦𝘳 𝘧𝘰𝘳 𝘣𝘢𝘯𝘬𝘴 𝘢𝘯𝘥 𝘤𝘳𝘦𝘥𝘪𝘵 𝘶𝘯𝘪𝘰𝘯𝘴 𝘵𝘩𝘳𝘰𝘶𝘨𝘩𝘰𝘶𝘵 𝘵𝘩𝘦 𝘜𝘚. 𝘈 𝘵𝘳𝘶𝘦 𝘴𝘪𝘯𝘨𝘭𝘦 𝘤𝘰𝘥𝘦 𝘣𝘢𝘴𝘦, 𝘮𝘶𝘭𝘵𝘪-𝘵𝘦𝘯𝘢𝘯𝘵 𝘚𝘢𝘢𝘚 𝘱𝘭𝘢𝘵𝘧𝘰𝘳𝘮.Led all customer facing operational functions including onboarding, post-live projects, customer success, training and 24x7 application support and monitoring. Presented to the Alkami Board of Directors and built relationships with customer executive teams.- Delivered highest user growth in the digital banking industry over last 3 years. Implemented > 120 new customers, an incremental 13 million new users and associated revenue CAGR of 76% in 6-year period. - Scaled operations to deliver four-fold increase in customers and leading relevant acquisition integration. Orchestrated mindset shift and strategy creation for transition to a customer success practice. -
Vp, DeliveryAlkami Technology Nov 2015 - Nov 2016Plano, Tx, UsDirected customer onboarding and feature add on projects that significantly drove increased revenue.
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Svp - Client Services, AmericasMonitise Aug 2014 - May 2015London, Gb𝘗𝘶𝘣𝘭𝘪𝘤𝘭𝘺 𝘵𝘳𝘢𝘥𝘦𝘥 𝘜𝘒 𝘵𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘺 𝘢𝘯𝘥 𝘴𝘦𝘳𝘷𝘪𝘤𝘦𝘴 𝘤𝘰𝘮𝘱𝘢𝘯𝘺 𝘥𝘦𝘭𝘪𝘷𝘦𝘳𝘪𝘯𝘨 𝘩𝘪𝘨𝘩𝘭𝘺 𝘴𝘦𝘤𝘶𝘳𝘦 𝘢𝘯𝘥 𝘳𝘰𝘣𝘶𝘴𝘵 𝘮𝘰𝘣𝘪𝘭𝘦 𝘣𝘢𝘯𝘬𝘪𝘯𝘨, 𝘱𝘢𝘺𝘮𝘦𝘯𝘵𝘴 𝘢𝘯𝘥 𝘤𝘰𝘮𝘮𝘦𝘳𝘤𝘦 𝘯𝘦𝘵𝘸𝘰𝘳𝘬𝘴 𝘸𝘰𝘳𝘭𝘥𝘸𝘪𝘥𝘦.Led professional services team responsible for all client services from commercial negotiation to project execution throughout North, Central, and South America. Managed portfolio of 30 concurrent major customer projects including top 20 US banks. -
Vice President, OperationsMonitise Jan 2012 - Aug 2014London, GbInitially responsible for service delivery activities in support of the Visa platform and later assumed oversight for all Americas customers. Focused on scalable growth while achieving revenue targets. Introduced operational rigor consistent with ITIL methodologies achieving mobile money high service availability requirements on 24 x 7 x 365 basis for customers including Visa, Inc. and FIS.
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Vice President, Customer ServicesMblox Jul 2004 - Dec 2011Campbell, Ca, Us𝘛𝘩𝘦 𝘸𝘰𝘳𝘭𝘥’𝘴 𝘭𝘢𝘳𝘨𝘦𝘴𝘵 𝘮𝘰𝘣𝘪𝘭𝘦 𝘵𝘳𝘢𝘯𝘴𝘢𝘤𝘵𝘪𝘰𝘯 𝘯𝘦𝘵𝘸𝘰𝘳𝘬 𝘴𝘱𝘦𝘤𝘪𝘢𝘭𝘪𝘻𝘪𝘯𝘨 𝘪𝘯 𝘱𝘳𝘰𝘷𝘪𝘥𝘪𝘯𝘨 𝘤𝘢𝘳𝘳𝘪𝘦𝘳 𝘤𝘰𝘯𝘯𝘦𝘤𝘵𝘪𝘷𝘪𝘵𝘺 𝘢𝘯𝘥 𝘮𝘰𝘣𝘪𝘭𝘦 𝘣𝘪𝘭𝘭𝘪𝘯𝘨 𝘤𝘢𝘱𝘢𝘣𝘪𝘭𝘪𝘵𝘪𝘦𝘴 𝘵𝘰 𝘣𝘶𝘴𝘪𝘯𝘦𝘴𝘴𝘦𝘴. 𝘙𝘦𝘷𝘦𝘯𝘶𝘦 𝘨𝘳𝘰𝘸𝘵𝘩 𝘧𝘳𝘰𝘮 𝘴𝘵𝘢𝘳𝘵-𝘶𝘱 𝘵𝘰 >$100𝘔.Executive leader of all global customer related functions throughout the Americas, EMEA and APAC. -
Vice President, Customer CareNew Edge Networks An Earthlink Company Oct 2003 - Jul 2004Vancouver, Wa, Us𝘉𝘶𝘪𝘭𝘥𝘴 𝘢𝘯𝘥 𝘮𝘢𝘯𝘢𝘨𝘦𝘴 𝘱𝘳𝘪𝘷𝘢𝘵𝘦 𝘥𝘢𝘵𝘢 𝘯𝘦𝘵𝘸𝘰𝘳𝘬𝘴 𝘧𝘰𝘳 𝘣𝘶𝘴𝘪𝘯𝘦𝘴𝘴 𝘢𝘯𝘥 𝘤𝘰𝘮𝘮𝘶𝘯𝘪𝘤𝘢𝘵𝘪𝘰𝘯𝘴 𝘱𝘳𝘰𝘷𝘪𝘥𝘦𝘳𝘴. 𝘙𝘦𝘷𝘦𝘯𝘶𝘦: $115𝘔 𝘪𝘯 2004.Introduced a customer focus in a previously technology-driven company, instituted processes to analyze problem root causes, leading to reduced credit requests and email response time reduction.
Mary Nelson Skills
Mary Nelson Education Details
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Stanford Law SchoolDirectors' College -
Portland State University - School Of BusinessMba
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University Of PortlandFinance & Administration
Frequently Asked Questions about Mary Nelson
What company does Mary Nelson work for?
Mary Nelson works for Docupace
What is Mary Nelson's role at the current company?
Mary Nelson's current role is Chief Client Officer.
What is Mary Nelson's email address?
Mary Nelson's email address is ma****@****ech.com
What is Mary Nelson's direct phone number?
Mary Nelson's direct phone number is +140544*****
What schools did Mary Nelson attend?
Mary Nelson attended Stanford Law School, Portland State University - School Of Business, University Of Portland.
What skills is Mary Nelson known for?
Mary Nelson has skills like Change Management, Outsourcing, Leadership, Process Improvement, Strategic Partnerships, Start Ups, Strategic Planning, Product Management, Strategy, Project Management, Itil, Mobile Payments.
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