Renee Ford Email & Phone Number

Austin, Texas, United States

As the leader of Customer Success, I am responsible for enhancing the overall customer experience and ensuring our clients maximize the value of our video conferencing solutions. I lead a global team of 20 Customer Success Managers (CSMs) dedicated to this mission. My role encompasses developing and implementing customer success strategies, onboarding and training programs, and ongoing support initiatives. I collaborate closely with cross-functional teams to gather feedback and insights, continuously improving our products and services. My goal is to foster strong, long-term relationships with both my team and our customers, driving customer retention, loyalty, and advocacy for our platform.Note: After Verizon acquisition, Director's titles changed to Sr. Managers as part of a larger taxonomy exercise. All roles and responsibilities remained the same.

Mountain View, Ca

• Leadership: Oversee and lead a global Customer Success team managing a diverse portfolio between $45M -$75M in Annual Recurring Revenue.• Customer Retention & Revenue Growth: Proven track record in driving customer retention and revenue growth through effective customer success strategies, consistently meeting or exceeding quarterly and annual KPIs (Retention, CSAT, On-Time Renewals, Upsells).• Sales Initiatives: Responsible for cross-sell and upsell initiatives, as well as annual renewals and contract negotiations.• Process Improvement: Drive process improvements to streamline workflows and deliver higher value to customers. Contributed to the development of our tech touch model to enhance our one-to-many customer engagement strategy.• Team Development: Strong leadership skills and the ability to coach and develop high-performing CSMs. • Relationship Management: Excellent relationship-building and communication skills, adept at establishing and maintaining strong relationships with our largest enterprise customers.• Strategic Vision: Analytical thinker with the ability to develop and execute a strategic vision.• Data-Driven: Skilled in analyzing customer success metrics and utilizing insights to drive continuous improvement.• Cross-Functional Collaboration: Adept at collaborating cross-functionally with sales, product, and support teams to ensure seamless customer experiences.• Performance Metrics: Developed and implemented KPIs to measure performance (CSAT, Retention, Renewals, etc.) for CS.• Continuous Improvement: Drive continuous improvement and innovation within the Customer Experience team.

Roseville, California, United States

Created and developed a new department from stratch, personallycontributing to bringing in over $4M in revenue. Assisted my team in closing over 1600 paid customer projects over 3 years. Managed a team of 10+ Marketing Automation Specialists, Designers, Project Managers and Deliverability Analysts. Also managed the vendor relationships with eight agency partners.

Roseville, Ca

Responsible for managing a team of 15+ Customer Success Managers and our Onboarding team. Responsible for the training and development as well as implementing new processes to ensure efficiency, quality of service, retention, and overall success for our customer’s journey. • Process Improvement: Implemented process enhancements to streamline workflows and deliver greater value to customers.• Onboarding Development: Created the initial onboarding talk tracks, checklists, and quality assurance metrics for our first onboarding team.• Training Documentation: Developed comprehensive training and process documentation for new hires.• Strategic Participation: Engaged in planning and executive management meetings for the Customer Success division.

Roseville, California, United States

Client Onboarding and Training: Lead the onboarding process for new clients, ensuring a smooth transition and effective adoption of Act-On's marketing automation software.Account Management: Act as the main point of contact for clients (80+), managing their accounts and addressing any questions, issues, or concerns they may have.Customer Retention and Growth: Develop strategies to increase customer retention and identify opportunities for account expansion, upselling, and cross-selling additional products or services.Product Adoption: Guide clients through the use of Act-On’s features and functionalities, ensuring they maximize the value from the platform and achieve their marketing goals.Customer Health Monitoring: Regularly check in on client accounts to monitor their usage and satisfaction, identifying potential risks or areas for improvement.Quarterly Business Reviews (QBRs): Conduct regular business reviews with clients to discuss their progress, gather feedback, and plan future actions.Collaboration with Internal Teams: Work closely with Sales, Marketing, Product, and Support teams to ensure a cohesive customer experience and resolve any client issues promptly.Customer Advocacy: Act as the voice of the customer within the company, advocating for their needs and helping to drive product improvements based on their feedback.Reporting and Analysis: Provide clients with detailed reports on their account performance and offer insights to help them optimize their marketing strategies.Project Management: Oversee the implementation of marketing campaigns and other initiatives, ensuring they are delivered on time and meet client expectations.Renewals Management: Proactively manage the renewal process for customer contracts, aiming to secure renewals well in advance of contract end dates.

Cameron Park, Ca

My primary role was to strategically manage and optimize the relationships with our suppliers and vendors to ensure the efficient and cost-effective supply of essential materials and services for our mining operations. I was responsible for identifying, selecting, and negotiating contracts with suppliers who could provide us with high-quality equipment, machinery, and resources required for gold extraction.

Rancho Cordova, Ca

My primary role was to ensure the efficient and effective operation of our call center, which plays a vital role in delivering exceptional customer service. I led and motivated a team of 30 customer service and retention representatives, setting clear performance expectations and providing ongoing coaching and support to help them excel in their roles. I was responsible for optimizing call center processes, monitoring key performance metrics, and implementing strategies to enhance productivity and customer satisfaction.