Zee Khan Email & Phone Number

Responsible for building a global account management strategy and leading team operations. Helping clients align compliance training and learning programs to measurable client outcomes.

Fractional ServicesProviding fractional leadership in all client management functions, including Customer Success, Account Management, Customer Experience, Global Support, Implementation, Account Management/CRM, Project Management, Account Management, Customer Service.Consulting for Build, Grow, Scale, Train, or Restructure. Example engagements include:• Building revenue growth plan and coaching the team on expansion and rev-gen opportunities• Scaling your delivery team(s) for growth• Journey mapping the CX• Building delivery playbooks for CS team• Selection and adoption of new technology• M&A restructuring support• Building and implementing churn-mitigation plans—————-From Michael L, CEO at Feedstation:"Getting meaningful product feedback from people with deep industry experience was a daunting task for us. We didn’t know where to begin or what questions to ask.Zee provided much-needed constructive criticism that validated our product, identified opportunities, and exposed some operational challenges. Zee’s advice helped us drive a 10% lift in new business, and deliver more value for existing customers."

WillowTree is a digital agency and product consultancy specializing in outcomes-based digital strategy, design, development, and growth for the world’s leading brands.Led global delivery teams that managed client relationships and provided product development, maintenance, technical support, and security for Fortune 100 companies and their custom digital products (websites and mobile apps). Responsible for technical program management, relationship management, product, engineering, and commercial activities including expansion/upsells, renewals, scoping new work, and contract negotiations.• Built a brand new support and customer success model for the company, creating 8x revenue growth in one year and took a cost center to profitability in 6 months.• Delivered success plan for company’s highest revenue growth account – 14x in 8 months ($5M).• Expanded team size from 10 to over 65 employees.• Led a team to develop a company-wide cross-sell playbook that enable all of delivery leadership to generate leads.• Built playbooks that allowed Program Directors to scale across accounts and take on commercial activities.• Implemented new incident response plan that brought Sev1 resolution time below 15 minutes.DEI / Leadership• Created a companywide Executive Mentorship Program for rising leaders from historically marginalized groups.• Founder and chair of the women’s ERG. • Founding Member of DEI Committee, establishing the company’s very first DEI charter and creating goals for the entire company around hiring, promotion, and retention.

Raleigh, North Carolina

Led client services and sales for US region with focus on increasing regional profitability and growth and gaining market share. Managed Senior Directors and Managers in a matrixed structure, with offices in NYC, San Francisco, Boston, and Raleigh. Increased YoY growth by 33%+ across all consulting accounts in Q4 and in Q1. Largest account grew by 132% in Q1 2020.• Restructured the team to add new roles focused on growth and proactive engagement.• Developed a Subject Matter Expertise certification program in the Healthcare sector to support employees.• Partnered to develop training for Client Managers around product offerings and talking points for pitches.• Implemented incentives that increased contribution margin by 5% from Sept to Dec 2019. Q1 2020.

Morrisville, Nc

inMotionNow is a workflow management solution designed for creative and marketing teams. Accountable for all post-sales P&L, engagement and activities in the customer lifecycle, including strategic account management, customer success, expansion, renewal and contract negotiation, onboarding, technical support, and knowledge and content management. Build and optimize scalable solutions that provide exceptional service, maximize value, and build lasting and engaging relationships with our customers.Key Accomplishments:♦ Reduced net churn by 41% in first nine months, and attained 100% net retention in Q1 2019.♦ In first year, increased upsell revenue (ARR) by 26% over the prior year.♦ In first three months, reduced Support team's time to first response from 8 hours down to 2.5 hours.♦ Created a career path for the CSM team and created a culture of accountability, leadership, and collaboration, leading to an increase in morale.♦ Created a new CSM Strategy Guide, with additional playbooks for renewal, code red, and termination.♦ Redefined the onboarding process for greater efficiency, including the development of best practices templates to improve time to value and overall adoption.♦ Launched a new one-to-many onboarding program to handle onboarding at scale for migration to a new software platform.♦ Established an internal "campaign of the month" in conjunction with Marketing so that CSMs are able to provide thought-leadership on customer calls.♦ Developed an onboarding calculator based on level of effort that provides customers with timeframes for implementation.♦ Founded inMotionNow's first ever women's ERG.

Morrisville, Nc

ChannelAdvisor is an ecommerce platform which allows sellers to manage their marketplace listings and sales from a single platform and to expand their online retail footprint through enhanced digital marketing tools. Lead a team of 30 of Enterprise Account Managers (AMs), Customer Expansion Managers (CEMs), and Customer Success Managers (CSMs) to provide strategic account support to global consumer brands and IR-ranked retailers. Team managed $35M in revenue and contributes to ~20% of company's total bookings.Key successes:♦ Created an AM Playbook to establish guidelines and best practices from onboarding to renewals, with a focus on proactively identifying risk and providing strategic value to clients.♦ Built a Subject Matter Expert (SME) program to build strategic knowledge to clients that can be leveraged across the entire customer base.♦ Developed a AM career path to foster professional development, creating reusable knowledge, mentoring of junior employees, and fostering collaboration across the team.♦ Added a new customer retention team that salvaged over $1.2MM in revenue in Q2 of 2017.♦ Created a new offering that provides a new revenue stream and boosts customer success and retention.

Morrisville, Nc

Trained and led 55-person team of global support operations across the Americas, Europe, and APAC regions to provide support to global customer base as well as assisting other internal teams with training and account support. Recruiting and retaining the right talent, strengthening our knowledge framework, and employee development was a driving factor in our success.♦ Head of Global Customer Support and Support Engineering teams.♦ Head of Services Training Team - develop training programs for all Services employees.♦ Head of Content Management Team - create online documentation and videos for users of the software, internal and external.♦ Chairperson, Customer Experience Team - lead a group of department heads in identifying key friction points and building solutions to improve CX. Own NPS score and report on trends and analyses to senior leadership.Key successes:♦ CSAT improved each quarter since January 2014, currently at 98%. ♦ Level of Effort has improved each quarter since implemented in 2013.♦ Created efficiencies that cut case resolution times by 1/3 in 2015.♦ Maintained a 100% employee retention rate for 7 consecutive quarters.♦ Built out expansion for 24/7 global support in a scalable model, including varying operational approaches.♦ Trained and developed a rockstar management team.♦ Developed procedures for handling internal escalations quickly and efficiently.♦ Created notification system for alerting all Services, Product Management, and Engineering teams to high-severity issues.♦ Implemented a new phone system and designed calls flows that better meet the needs of our growing customer base.♦ Led cross-functional initiatives that reduced the company's administrative burden and increased revenue opportunities.♦ Created a new advanced team to provide partner integration support which streamlines processes and internal/external communication, provide proactive outreach, and reduce cost to company up to 50%.

Morrisville, Nc

Supervised a team of 15 to 20 direct and matrix reports who are responding to customer inquiries and resolving complex technical work cases. Drove commitment to delivering extraordinary customer satisfaction while keeping response times low. Accountable for the team’s key performance metrics. Responsible for coaching and development of the team in areas of technical knowledge, customer service, and management/career development skills. Developed strong customer advocacy and heavily increased the team's influence on product roadmap and bug fixes..♦ Turned a team with struggling metrics into one that received 3 industry awards for customer service.♦ Re-organized team for greater efficiency gains in technical knowledge.♦ Virtually eliminated turnover with exception of internal promotions.♦ Created a balanced work schedule with rotations on phone and live chat support.♦ Improved cross-team communication with Product Management, Account Management, Launch, Enterprise Sales, and Engineering for greater collaboration on customer issues.♦ Developed new documentation and procedures for internal teams working with Support for additional efficiency gains and for faster resolution to internal inquiries.♦ Consistently recognized as a company top performer.Promoted to Director of Global Customer Support in January 2014.

Provided technical support to day to day users of the software, contributed to internal and external documentation, and provided feedback for improvements to Engineering and Product Management teams. Promoted to Customer Support Manager in February 2011.

CD package design for musician Barbara Lamb: Twisty Girl, Swedish Design.

Chapel Hill, Nc

Supported connection between advertising agencies and national newspapers in transferring digital media files for print advertising.