Director Of Client Success And Support
Current-Lead CS&S department across US Markets; including strategy, KPI, program usage and renewal target development, team expansion and cross-departmental collaboration-Collaborated with sales leaders to streamline sales to success workflow and customer journey RACI -In first FY, increased renewal rate by 2%, key program adoption metric and usage metrics increased by 3% respectively, leading to $26M in renewals -Organizational renewals group lead: Developed evolving at-risk renewal strategy, including key at-risk metric identifiers and customer journey pain points -Org metrics group co-lead: identified organizational program usage targets and gaps and developed evolving strategy for refined understanding of client health score -Developed and implemented managed service strategy, including Tech Touch and High Touch strategic approaches, in collaboration with Marketing and Product Implementation-Led transition and developed Success approach through transition from primarily paper/pencil to SaaS subscription and renewal model