As the Director of Customer Success at Experian Employer Services, I am responsible for leading a high-performing team and ensuring the success and satisfaction of our valued clients. I oversee the strategic planning, execution, and delivery of exceptional customer service, driving client retention and growth.Key Responsibilities:- Develop and implement customer success strategies to optimize client satisfaction and maximize revenue growth.- Build and maintain strong relationships with key stakeholders.- Collaborate with cross-functional teams to align customer success initiatives with business goals and objectives.- Lead the team in providing proactive support, anticipating client needs, and resolving any issues or challenges that may arise.- Monitor customer health metrics and conduct data analysis to identify trends, identify areas for improvement, and implement proactive measures.- Serve as a customer advocate within the organization, ensuring that client feedback is incorporated into product development and service enhancements.- Stay current with industry trends and best practices to continuously enhance the customer success program.- Provide leadership, coaching, and mentorship to the customer success team, fostering a culture of excellence, collaboration, and continuous learning.By leveraging my expertise in customer success, relationship management, and strategic planning, I am dedicated to driving exceptional client experiences and delivering measurable results. Together with my team, we are committed to helping our clients achieve their business objectives and maximize the value of our Tax Credit solutions.

- Led the client service organization, overseeing implementation and account management teams.- Analyzed data, identified process inefficiencies impacting revenue, and implemented solutions, resulting in $3.7 additional revenue- Cultivate relationships with national companies like McDonald's Corporate, HMS Host, Texas Roadhouse, and more.- Collaborate with CEO, CFO, EVP of Sales, and CIO to drive business initiatives and ensure flawless execution.- Partnered with Human Resources to define roles and responsibilities and recruit top talent.- Function as a liaison across business units, leveraging sales force to drive revenue by providing client insights and data.- Engaged in complex technology solutions, including system integrations and APIs, to meet client needs.Directly and indirectly manage B2B projects, ensuring successful implementation of solutions.

Represented Tax Credits on the Advisory Board, driving client and associate experience improvements. Collaborated with partners for system enhancements. Achieved $1.1M out of $1.0M plan in 2018. Led AVS implementation and trained colleagues. Managed multiple ERP projects. Oversaw 118 documents, ensuring accuracy. Developed alliances for business unit growth. Analyzed data, identified process inefficiencies impacting revenue, and implemented solutions, resulting in a reduction of 15 weeks in implementation project durations.

Led project development to establish a new correspondent mortgage division, contributing to its successful launch. Conducted thorough cost-benefit analyses for change and development initiatives, defining scope, planning, schedule, quality, and testing. Implemented a robust change management process to track and ensure accurate implementation of all changes within the line of business. Implemented a comprehensive compliance-driven production checklist, resulting in a 25% increase in efficiency in meeting division service level agreements. Regularly generated and distributed status reports to senior management, fostering effective communication among all business partners. Actively participated in internal project execution meetings to ensure clear understanding and dissemination of customer requirements across supporting groups and business partners.Implemented change policy and tools to streamline requests and track projects. Developed procedure documents for organization-wide training. Led internal project meetings to disseminate change initiatives. Aligned projects with IT to address workflow impacts and ensure smooth implementation. Facilitated new hire and onboarding training. Collaborated with outsourced business solutions in India for quality assurance and process improvements.

Collaborated with trainers and leaders to determine effective training approaches. Identified training gaps and drove change through strategic communication. Developed procedural documentation and curriculum for complex business functions. Facilitated structured training courses for new and existing employees. Conducted on-site and virtual training sessions on organizational changes. Trained 150 employees in 2011 on complex functions. Managed SharePoint network for documents and resources. Tracked project issues to meet deadlines.