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My heart and passion lie in customer success, thoughtful communication, and products that make life easier for the people who use them. I believe in human relationships, honest feedback, and treating employees the way I want them to treat my customers.This passion has led me to a career in Customer Success Leadership, Strategy and Operations within the Software-as-a-Service industry.I'd love to connect, so don't hesitate to reach out!
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Director, Customer Success OperationsSumo Logic Jul 2024 - PresentRedwood City, Ca, Us
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Senior Manager, Customer Revenue OperationsOutreach Feb 2022 - Jul 2024Seattle, Washington, UsI oversee the Customer and Renewal Operations team at Outreach, supporting our Sales, Customer Success, Professional Services, Solutions Consulting, and Partnership teams. I am passionate about building processes and strategies that improve the customer experience, make customer teams more efficient and effective, and maximize customer revenue.I am the internal subject matter expert on Renewals at Outreach, owning all renewal and churn/contraction forecasting. I own the operational cadence of weekly updates on the renewals forecast to the Outreach Executive team, and support and coach our segment Operations Business Partners in managing their segments' forecasts. When our forecasts or results indicate a need for changes to our systems and processes, I turn that data into action by creating workstreams and projects to address these gaps.I started my career in Customer Success, and I continue to be passionate about enabling CS teams to maximize customer satisfaction and retention. I partner closely with our CX leadership team to understand their objectives and priorities, and I support their operational efforts through leading programs like Customer Success Platform selection and implementation, customer handoff improvements, at-risk save play tracking and management, churn reason tracking, Scale team action triggers, and more. -
Head Of Customer Success StrategyPayscale, Inc. Oct 2020 - Feb 2022Seattle, Washington, UsIn this role, I focused on building solutions that help PayScale serve customers better. This included building and launching PayScale's first Customer Health Score, creating an advanced segmentation strategy for team structure and customer outreach, and managing the overall customer lifecycle to form a cohesive, streamlined journey. -
Senior Manager, Customer Success - Smb & ScalePayscale, Inc. Aug 2019 - Oct 2020Seattle, Washington, Us
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Manager, Customer SuccessPayscale, Inc. Dec 2017 - Aug 2019Seattle, Washington, UsAs Manager of Customer Success at PayScale, I oversaw our team of Customer Success Managers who worked with our small and medium business customers. Our team was responsible for the entire lifecycle of the customer, from the close of the initial deal through implementation, product changes, goal achievement and renewal. We sought to understand the business needs driving our customers, and use that knowledge to drive adoption of the products and services that would bring the most value.In this position I also worked closely with leadership across the organization, including Marketing, Sales, Product, and Professional Services. Our cross-team collaboration focused on building new product sets that allow us to meet our customers' changing needs, and scaling our customer success model to allow exceptional servicing of our growing client base.
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Customer Success Manager Ii / Team LeadPayscale, Inc. Nov 2016 - Nov 2017Seattle, Washington, UsPayScale provides cutting edge technology to businesses to help them stay competitive, retain talent and manage their largest investment: their people. As a Customer Success Manager, I own a portfolio of existing clients to help them develop a comprehensive compensation structure and ensure that they maximize the value of PayScale's SaaS solution.
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Manager, Customer SuccessSalesforce Aug 2014 - Nov 2016San Francisco, California, UsAs Manager on the Customer Success (Client Advocate) team, I managed the team members based in our West Coast and Asia Pacific regions, ensuring success via one-on-one support, training, and assistance with advanced client engagements. I also focused on refining and administering the on-boarding program for new team members, and on optimizing team processes as the Pardot product line continued to grow within Salesforce.Pardot is a B2B marketing automation software provider that increases revenue and maximizes efficiency for companies with multi-touch sales cycles. Pardot’s platform features CRM integration, email marketing, lead nurturing, lead scoring and ROI reporting to help marketing and sales teams work together to generate and qualify sales leads, shorten sales cycles, and demonstrate marketing accountability. -
Customer Success Manager - PardotSalesforce Jul 2013 - Aug 2014San Francisco, California, UsAs a Customer Success Manager, my focus was directly on client success. To ensure clients utilized and loved the Pardot product, I served as an active product and services resource. I handled inquiries about Marketing Automation best practices, strategy, utilization, and customer satisfaction on a daily basis. I also was able to travel to Boston, Washington D.C. and Dallas to serve as a customer resource at Pardot user groups. This allowed me to dive even deeper into the needs and challenges of Pardot customers.
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Swim Team CoachCity Of Spokane Jun 2012 - Aug 2012Spokane, Wa, UsPlanned and implement daily swimming sets for kids ages 5-13Instructed children on proper swimming and racing techniquesCommunicated with parents on team events, as well as swimmer ability and improvementCoordinated competitive swim meets to gauge children’s improvement
Nicole Conley Skills
Nicole Conley Education Details
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Gonzaga UniversityPublic Relations
Frequently Asked Questions about Nicole Conley
What company does Nicole Conley work for?
Nicole Conley works for Sumo Logic
What is Nicole Conley's role at the current company?
Nicole Conley's current role is Strategy & Operations Leader @ Sumo Logic.
What is Nicole Conley's email address?
Nicole Conley's email address is sc****@****aga.edu
What is Nicole Conley's direct phone number?
Nicole Conley's direct phone number is +120638*****
What schools did Nicole Conley attend?
Nicole Conley attended Gonzaga University.
What are some of Nicole Conley's interests?
Nicole Conley has interest in Boating, Cooking, Traveling, Fine Dining, Swimming.
What skills is Nicole Conley known for?
Nicole Conley has skills like Leadership, Event Planning, Microsoft Office, Salesforce.com, Event Management, Social Networking, Marketing Automation, Customer Service, Highly Motivated Self Starter, Public Relations, Management, Social Media.
Who are Nicole Conley's colleagues?
Nicole Conley's colleagues are Astha Sharma, Rajiv Yagnik, Sunil Tatapudy, Cpa, Armin Motekalem, Carissa Ly, Ken Avery, Minnie Chan.
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