Renee Ford Email and Phone Number
Steadfast Commitment to Delivering Exceptional Customer Service & Operational Excellence • Trusted Advisor • Strategic Changemaker Director, Customer Success at BlueJeans by Verizon at
@
AlertMedia
austin, texas, united states
Renee Ford's Location
Chandler, Arizona, United States, United States
Renee Ford's Contact Details
Renee Ford work email
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Renee Ford personal email
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Renee Ford phone numbers
About Renee Ford
Results-oriented, strategic-thinking business professional with 16+ years of management experience. A master in leading and developing high-performing teams to drive customer retention, satisfaction, and revenue growth. Skilled in building strong relationships with key customers, understanding their needs, and delivering exceptional service. Passionate about delivering value to customers and driving business success through exceptional customer experiences.Highlighted and commended leadership qualities. Motivating my people, identifying gaps, implementing process improvements, and providing my customers/team solutions is what I do.
Renee Ford's Current Company Details
Alertmedia
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Steadfast Commitment to Delivering Exceptional Customer Service & Operational Excellence • Trusted Advisor • Strategic Changemaker Director, Customer Success at BlueJeans by Verizon
austin, texas, united states
- Website:
- alertmedia.com
- Employees:
- 179
Renee Ford Work Experience Details
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Director, Enterprise Customer SuccessAlertmedia Nov 2024 - PresentAustin, Texas, United States
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Director, Customer SuccessBluejeans Network May 2019 - Apr 2024As 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. -
Sr. Manager, Customer SuccessBluejeans Network Feb 2018 - May 2019Mountain 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.
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Director Of Professional ServicesAct-On Software Jan 2016 - Feb 2018Roseville, California, United StatesCreated 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. -
Manager, Customer Success & RetentionAct-On Software Mar 2013 - Feb 2016Roseville, CaResponsible 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.
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Customer Success ManagerAct-On Software Mar 2012 - May 2013Roseville, California, United StatesClient 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.
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Vendor ManagerFirstgold Corp. 2007 - 2012Cameron Park, CaMy 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.
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Manager, Customer Service & RetentionAt&T - Get Wireless Now 1999 - 2006Rancho Cordova, CaMy 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.
Renee Ford Skills
Saas
Salesforce.com
Marketing Automation
Webex
Cloud Computing
Gotomeeting
Demand Generation
Webinars
Solution Selling
Crm
Account Management
Lead Generation
Direct Sales
Enterprise Software
Customer Satisfaction
Team Leadership
Sales Process
Email Marketing
Selling
Cold Calling
Customer Retention
Integrated Marketing
Team Building
Online Marketing
Professional Services
Software Industry
Telecommunications
Sales
Customer Relationship Management
Customer Experience
Unified Communications
Online Advertising
Sales Presentations
Software As A Service
Sales Management
B2b
Strategic Partnerships
Management
Business To Business
Frequently Asked Questions about Renee Ford
What company does Renee Ford work for?
Renee Ford works for Alertmedia
What is Renee Ford's role at the current company?
Renee Ford's current role is Steadfast Commitment to Delivering Exceptional Customer Service & Operational Excellence • Trusted Advisor • Strategic Changemaker Director, Customer Success at BlueJeans by Verizon.
What is Renee Ford's email address?
Renee Ford's email address is re****@****-on.com
What is Renee Ford's direct phone number?
Renee Ford's direct phone number is +150333*****
What skills is Renee Ford known for?
Renee Ford has skills like Saas, Salesforce.com, Marketing Automation, Webex, Cloud Computing, Gotomeeting, Demand Generation, Webinars, Solution Selling, Crm, Account Management, Lead Generation.
Who are Renee Ford's colleagues?
Renee Ford's colleagues are Kelsey Mucha, Carri Turner, Martin Feery, Daniel Smith, Morgan Wasik, Benjamin Cain, Lauren Jackson.
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Renee Ford
Shareholder And Alternative Investments Practice Leader At Elliott Davis, LlcGreater Chattanooga2decosimo.com, elliottdavis.com -
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