Robin Rose Email & Phone Number

Provide operations, change management and customer success expertise for technology companies. Specializes in start-ups and enterprise companies going through transitions. Projects include business strategy, large scale change and adoption, digitizing sales motions, operations optimization, and coaching and on-boarding development.

Burlington, Ma

Business Leader for Global Learning Technology Provider. - Introduced Customer Success Initiatives which Increased Customer Retention by 15% and expanded up-sell revenue by 26%.- Reduced Infrastructure costs by 49% and increased uptime by moving operations to AWS and updating tools and technologies.- Revamped Client Service delivery and implementation processes to reduce on-boarding time by 33% and increase profit margins.- Rolled out new mobile learning… Show more Business Leader for Global Learning Technology Provider. - Introduced Customer Success Initiatives which Increased Customer Retention by 15% and expanded up-sell revenue by 26%.- Reduced Infrastructure costs by 49% and increased uptime by moving operations to AWS and updating tools and technologies.- Revamped Client Service delivery and implementation processes to reduce on-boarding time by 33% and increase profit margins.- Rolled out new mobile learning platform targeted at modern learners. Show less

Waltham, Ma

Established and managed a Program Management Office creating effective processes and best practices, directing geographically dispersed teams. Lead large scale implementations, customization and integration projects for enterprise customers including fortune 500 companies.

Created a Customer Success program to embed customer-centricity into a start-up's DNA. Responsible for crafting a comprehensive on-boarding strategy, scalable customer management process, knowledge base, and measurement metrics as the foundation of a culture focusing on customer needs in every interaction. Launched an ongoing coaching system to deliver continual value throughout the customer life cycle.

Revitalized the moderation services business by introducing Customer Success initiatives that reduced churn and increased up-sell opportunities. Identified new offerings to add to OLM’s portfolio and implemented processes and efficiencies to strengthen and streamline operations. Headed an initiative to increase revenues by overhauling the brands messaging, re-focusing the businesses market positioning and target personas.32% increase in up-sell and customer referral business100%… Show more Revitalized the moderation services business by introducing Customer Success initiatives that reduced churn and increased up-sell opportunities. Identified new offerings to add to OLM’s portfolio and implemented processes and efficiencies to strengthen and streamline operations. Headed an initiative to increase revenues by overhauling the brands messaging, re-focusing the businesses market positioning and target personas.32% increase in up-sell and customer referral business100% referenceable clientele in 2018Crafted a new strategic marketing approach Show less