Renee Crosby Email & Phone Number

San Diego, California, Us

San Jose, Ca, Us

Developed and implemented strategic initiatives to enhance the overall efficiency and effectiveness of customer success teams. Leveraging my extensive CS experience, I collaborated with cross-functional teams to align strategies with organizational goals, ensuring a seamless and positive customer experience.• Identify opportunities for growth, retention, and increased customer satisfaction.• Streamline and optimize customer success processes and workflows to maximize efficiency. • Implement best practices and utilize technology to enhance operational effectiveness.• Utilize data-driven insights to assess program performance, identify trends, and make informed decisions. • Implement metrics and KPIs to measure the impact of customer success initiatives.• Collaborate with sales, marketing, product, and other departments to ensure a cohesive and consistent customer experience across all touchpoints.• Assess and implement customer success tools and technologies to improve workflow automation, customer communication, and data analytics.• Implement training programs for the customer success team to enhance their skills and knowledge, ensuring they are well-equipped to meet customer needs.• Foster a culture of continuous improvement by encouraging feedback loops, analyzing results, and iterating on strategies to drive ongoing success.

San Jose, Ca, Us

Work across the global organization to ensure consistency, transparency, and accountability for performance improvement initiatives by driving the following activities: • Document key processes impacting the Commercial Customer Experience and provide actionable improvement recommendations that improve customer satisfaction and CSM efficiency • Streamline lifecycle interactions across product domains to drive a consistent customer experience • Intervene to improve or correct a deteriorating process highlighting data points to track the desired impact on the outcomes of the process• Drive performance by providing feedback to Operational Managers and individuals on performance against quality objectives and targets • Work across various stakeholder groups to improve processes impacting the customer experience • Coach front line managers and teams on Customer Success best practices and navigating the Adobe infrastructure

Charleston, South Carolina, Us

Drive product adoption to increase business value, identify upsell opportunities, and mitigate customer renewal risks for the world's leading cloud software company powering social good. Advocate internally for clients with all levels of management; influence product roadmaps; contribute thought leadership related to online engagement, peer-to-peer fundraising and customer success processes. Advance the internal adoption of Gainsight software as power user by coaching peers and implementing customer success industry best practices. Completed Root Cause Analysis certification.

Charleston, South Carolina, Us

Charleston, South Carolina, Us

Austin, Tx, Us

Alpharetta, Georgia, Us

Oversaw affiliate relationships for ninth-largest non-profit in the US. Serving a global generosity movement with the most creative giving solutions available today, NCF has mobilized more than $10 billion for 63,000 charities through a giving platform that includes Giving Funds (donor-advised funds), expert strategies for non-cash giving, highly personalized service, and unique community building opportunities.Served as first point of contact, with accountability for technical support, donor engagement best practices, and operational / technology training. Owned affiliate communication and knowledge management while representing affiliate voices on internal strategic committees. Managed all aspects of training event production, affiliate program management and process development.

Atlanta, Georgia, Us

Gables Residential is an award winning, vertically integrated real estate company specializing in the development, construction, ownership, acquisition, financing and management of multifamily and mixed-use communities. Gables manages approximately 38,000 apartment homes and 400,000 square feet of retail space and has received national recognition for excellence in development, management, sales, marketing, training, benefits and corporate accommodations. Supported an in-house brokerage office through researching marketing trends and developing marketing materials, while also assisting regional managers, Business Development and Asset Management departments with scheduling, reporting, operations support at corporate office.