Patrick Nottingham, Ma Email & Phone Number

High-performance resiliency education and training. Individual and organizational consultation and coaching tailored to the specific needs of entry-level individual contributors, new middle management, and tenured executives. • High-performance focused consulting and coaching for resiliency, mental health, leadership development, and organizational effectiveness in technology, athletic, and first responder verticals.• Fractional customer success, operations, and enablement consultation.• Performed hundreds of individual and group training and coaching sessions nationwide resulting in 20-50% improvements in skills-based resiliency administered via peer-reviewed resiliency assessment.• Strategic stakeholder engagement, leadership consultation, curriculum development, and content creation for third-party SaaS contracts• Presented on organizational effectiveness and leadership at the state level in Wisconsin, Arizona, and California.

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions.

CS Leader for PeopleKeep which offers health reimbursement arrangement (HRA) and employee stipend administration software that allows employers to provide personalized benefits to their employees.• Created NPS enablement journey mapping for higher touch automation and engagement at scale by increasing automated NPS surveys and follow-up email engagements and funnels• People manager for 2 direct reports in the CS team with 700+ customer book of business overseeing morale, performance plans, professional development, goal-setting, metrics reporting for NPS, CSAT, cross-collaborative support functions, and positive customer interactions.

A Small Enterprise Customer Success Manager for Totango, a leading, globally recognized Customer Success Platform software company. • A CSM for global CS teams and leaders; leveraging data-driven story-telling, advocacy, success planning, best practice consultation, and proactive relationships to achieve retention and increased revenue for a book of business of well-known and rapidly scaling small enterprise customers.• Increased NPS, time-to-value, and improved overall book of business health scores through nurturing relationships, aligning customer outcomes and expectations, and SMART success planning.• Created an Escalation enablement program for cross-collaborative improvements with CS, Support, Engineering, and Leadership to increase transparency and escalation notification breadth and speed.• Consulted with the Chief People Officer on improving organizational effectiveness, employee retention and culture, and resiliency in technology.

• Best practice consultant for curating world-class CX training in an online format for hundreds of prospective CX professionals who attend a 9-module course.• Provide content, UI, curriculum, and CX feedback on the online portal, class delivery, and program to increase quality and personalized experience for new enrollees.• Advise on current and emerging trends for CX evolution to provide the most up-to-date and cutting-edge course content available.

A CS Team Lead for SPIDR Tech, a modern customer service platform for public safety. • Build a Customer Success department from the ground up for public safety government agencies to include customer journey mapping, playbooks, CX enablement, writing cross-departmental policy and process, segmentation, onboarding and adoption improvements, deployment of customers post-sale, and ongoing book of business management for high-profile agencies.• Provided strategic advisory services to public safety departments at the C-Suite, Chief, and Executive levels to increase community transparency and first responder morale and retention.• Developed cross-departmental retrospective and post-mortem programs for churn, outages, large-scale impact bug fixes, and other preparedness learnings that resulted in faster reaction time, data centralization, and organizational improvements to Sales cycles and customer outreach. Accomplished by analyzing data trends, identifying commonalities, and working with Product, Sales, Engineering, Implementation teams, and senior leadership to implement changes.• Co-chaired department specialization split and buildout for dedicated Customer Success and Implementation teams with improved post-sale customer enablement materials and processes resulting in a reduction in time-to-onboard and onboarding at-risk customers and an increase in post-implementation satisfaction and increased sales opportunity referrals.• Successfully owned 3 organization-wide Objectives and Key Results (OKR) each quarter including increasing Net Revenue Retention, standardizing the hiring process for Implementation and CS teams, and centralizing 90% of process/operations

Madison, Wisconsin, United States

CS Team Lead for AkitaBox, a facility asset mapping, optimization, and capital planning software company. • People manager of Customer Success and Support teams. Guiding professional development, advocacy, performance reviews, 1:1's, mentorship, and promoting positive morale for direct reports.• Player/Coach role in a dedicated high-touch, cross-collaborative proactive engagement model with all levels of internal and external stakeholders (end users to C-level) to drive strategy, adoption, success planning, and alignment of expectations-to-outcomes post-sale for customer lifecycle within a portfolio of Healthcare, Higher Education, K12, Government, and Manufacturing verticals.• Customer Success Platform (ClientSuccess) administration and operations to centralize and optimize customer-centered data, usage, contracts, and CSM activity for 200+ customers.• Create and coach team in renewal ownership to include MEDDICC sales methodology training, pipeline forecasting, renewal closing, and increasing NRR through contract reconciliation, standardization, and services and software expansions/upsells.• Developed and led remote and onsite training/onboarding sessions, monthly customer enablement webinars and workshops, and value-add improvements to existing customer-facing materials resulting in a more personalized customer onboarding experience.• Start-up pace thriving in the “wearing many hats” culture including policy/process improvement, self-initiated business, cross-collaborative department and organizational effectiveness improvements, and embedded standing leadership meetings with Sales, Product, Marketing, and C-Suite.

Madison, Wisconsin Area

Springdale, Ut

Madison, Wisconsin Area

Fitchburg, Wi

Madison, Wisconsin Area

Executive Mba

Master Of Arts (M.A.), Forensic Psychology

Bachelor Of Science (B.S.), Psychology

Theatre Arts - Study Abroad