Melissa Caldwell Email and Phone Number

Responsible for leading the strategy and execution for the entire Customer Experience lifecycle, encompassing five core functions: Customer Onboarding, Customer Education & Training, Customer Marketing, Customer Success, and Customer Support. Driving improvements in critical business metrics, including onboarding efficiency and margins, CSAT, NRR, upsells, services sales, and support satisfaction and throughput. Spearheaded the implementation of streamlined processes and tools, including the full Gainsight suite (CS, CE, and Community platforms), to enhance operational efficiency and customer impact. Significant focus on fostering cross-functional alignment and building scalable frameworks to deliver exceptional customer outcomes and sustainable growth.

Advisory board member and leadership of a cross-functional cohort through the course.

Helped launch the inaugural America's chapter of the Women of Wiley ERG and led the creation of sub-committees and their activities and priorities, focused on Employee Advocacy, Networking and Professional Development, giving voice and prominence to the needs and concerns of this employee demographic.

Established a holistic Customer Experience approach and organization, supporting Wiley’s global Research division, growing from non-existent to 30 employees globally in 3 years. Set up Customer Success, Customer Training, Customer Marketing, Customer and Market Insights and Operations teams to ensure a solid infrastructure for supporting a very large customer base at scale. This was accomplished through establishing Customer Health as a key metric, leveraging Gainsight for predictability and proactivity, while building out strong CSM, Insights and Customer Marketing/Digital-led CS strategies and teams resulting in high renewal/retention rates and strong customer satisfaction.

Built a Customer Success organization from zero for this highly technical SaaS based content optimization platform offering both on-premise and cloud environments. Focused on hiring for multiple roles throughout the US and in Germany, covering nine different disciplines from Presales to CSM to Support, among others. Established and optimized all processes from PO to delivery, implementation and lifecycle management as critical drivers to scalability. Created multiple professional services offerings and a tiered support structure, driving services revenue. Devised a 3 year growth plan and org structure, tied to revenue expectations, to grow the team by over 300% while ensuring strong and consistent renewal metrics averaging over 97%.

Leadership of a team of over 40 Client Services professional made up of 5 teams spread across the globe, with hubs in the US, Mexico, Brazil, the UK, France and China. The team consists primarily of Client Managers who are charged with both implementation and lifecycle management of our largest most strategic customers across all verticals (corporate, government and education), with an ultimate goal and measurement based on customer retention and renewal revenue. Key responsibilities include having a laser focus on renewal and upsell metrics, while also balancing such important aspects as managing budget, serving as advisor/client voice to the product organization, and consistent management and development across all teams globally, with a focus on ensuring they have the resources, training and motivation to work efficiently and effectively and in a way that ensures customer success.

Leadership of a skilled team of Client Managers working with our most strategic Enterprise and Education accounts, charged with managing all aspects of the client lifecycle to ensure a successful client experience and strong growth and retention metrics. Responsible for hiring, coaching and management of employees in all of North and South America and Asia, across multiple verticals (corporate, government and education)

Promoted to Senior Manager in 2010 taking on management responsibility for hiring, coaching and managing a team that has grown from 1 to 8 in less than 3 years - including the creation of the position supporting international markets starting with Latin America in 2010 to Japan and Korea in 2012.Successfully managed the client lifecycle of many of the company’s most strategic corporate and government accounts. Played a significant part in defining the CAM role, which was newly created upon my arrival. Became heavily involved in all aspects of the client relationship including presale consultation, technical integration, marketing, implementation and launch, and long term follow up. Established and consulted with the customer on best practices for ensuring success of the program. Built strong internal relationships with various departments throughout the organization. Helped to achieve a significantly improved annual renewal rate on strategic accounts.

Created and solely ran US purchasing and sales division for Canadian headquartered company specializing in the trading of commodity food products. Successfully built a strong US supplier base which was previously non-existent. Developed a large contingent of new customers throughout Eastern Europe, with emphasis on Russia and Bulgaria, through extensive travel in these countries. Identified best prospects and established long term volume business relationships between producers and key wholesales/distributors in major foreign markets. Personally handled a wide variety of customer service issues at all points of the sale, working closely internally with purchasing, traffic, documentation and accounting departments.

Established and ran Virginia based trading office. Responsible for all purchasing of poultry and pork products. Direct sales to both overseas and US based exporters. Built new customer base from zero. Developed a variety of new markets previously untouched by the company, including but not limited to West Africa, the Middle East, Macedonia and Romania. Enhanced existing supplier base by building new relationships. Completed in depth market analyses.

Responsible for evaluating inquiries, making offers, quoting prices, confirming sales and coordinating production of products for this major poultry producer. Established a large customer base of both US exporters and direct overseas buyers. Conducted extensive market research both internally and through international travel. Contributed to export marketing campaign through design of brochures, new product development, and other market specific materials. Strong emphasis on customer servicing and relationship building through both domestic and international travel. Significant focus and drive toward proactively seeking out new markets and developing new accounts, with particular emphasis on markets yet to be developed by the US industry (some examples include Nigeria, Tunisia, Egypt and Switzerland). Direct supervision of two employees.

Successfully launched an entirely new product line for the company that penetrated previously untouched residential and industrial markets. Complete responsibility for all aspects of sales and marketing of new technologies in water treatment systems for residential, agricultural and industrial markets. Controlled all media advertising, both radio and print, for several diverse products. In depth experience gained in outside sales, installations, and water testing. Extensive trade show marketing experience. Assumed position of co-sales manager for standby generators handling inside sales, pricing and detailed computerized ordering. Ensured communication with suppliers for both purchasing and customer service issues. Maintained a computerized inventory system. Controlled all profitability for specific products.