Sharon Keating Email & Phone Number

London, Gb

San Francisco, California, Us

I created the framework, business outcomes, guidelines, cost selling, upselling and communicated the product’s value proposition for account management. I revamped the customer journey and AM/CS process to analyze the customers’ purchase journey and product adoption. I innovated product development, streamlining the product roadmap. I worked with engineering on technology initiatives, with the sales teams on contracts and sales transitions, with implementation on adoption, and with finance to track costs and revenue. I generated business outcome (KPI,) usage, adoption, and response time reports.My Challenge: Tap into the customer feedback to inform product development while delivering outstanding customer success services.My Actions:1. Ensured financial success of customer accounts through renewals, upselling, customer satisfaction, handling escalations, and managing executive relationships.2. Created playbooks, guidelines, training, best practices, and team onboarding. 3. Led customer success initiatives including developing retention strategies and customer satisfaction tracking metrics using NRR and NPS.4. Provided professional development and performance reviews for team members.5. Followed customer product usage with a dashboard to determine the best way to optimize the product for customers.My Results:1. Reflected a double-digit increase in customer satisfaction scores.2. Raised customer retention and increased loyalty-based customer feedback loops and business reviews.3. Formulated proactive strategies to minimize churn.

Carlsbad, California, Us

I built a world-class customer success team focused on ensuring customer satisfaction with the product and post-sales obligations while supervising a team of 30. I oversaw the P/L, optimized the customers’ lifetime value, business goals, new features, and use cases by defining the customer experience, executing implementation and post-sales commitments. I led account management, client services, enablement, and professional services; designed and implemented customer success playbooks and processes. I directed the post-sales team and provided mentorship to improve performance and growth. I ensured alignment with C-suite, finance, product, engineering, and R/D to safeguard a unified business vision and goals. I also mentored, coached, wrote curriculums, and trained teams on customer service skills and strategies. My Challenge: Guarantee customer satisfaction and optimize the customer’s product utilization with comprehensive customer support. Also, measure business performance through the net promoter score (NPS) and annual revenue retention review.My Actions:1. Developed systems to track customer robustness through customer health score, NPS, CSAT, and KPIs.2. Cultivated a customer-centric culture to advocate for their needs and influence internal decision makers.3. Quantified customer satisfaction status through conversations and outreach.4. Facilitated discovery workshops between product teams and customers to explore customer journey issues and resolve them.My Results:1. Enabled 40% revenue growth for client segments by designing and scaling a post-sales revenue team.2. Established the customer success enablement team to acquire and expand strategic customers, with transactional annual contract values exceeding $100M.3. Ranked in the top 10% of the industry in NPS and CSAT scores.

Dublin, Ie

I led 100 people and managed the overall engagement to provide a digital commerce platform and SaaS products to aviation customers. I analyzed and articulated the long-term customer strategy to understand what motivated a purchase and created a roadmap regarding specific product elements. I directed and iterated the new best practices for the commercial delivery model, moving from Waterfall to Agile using DevOps. I promoted multimillion-dollar customer revenue generation and was responsible for P/L, budget, forecasting, margin achievement, and team professional development. I oversaw product and engineering development vendors, techs, testers, solution architects, and the product manager to execute customer commitments on time and on budget. My Challenge: Digitize and transform the way airlines sell their products, improving the customers’ digital experience when booking tickets, changing seats, purchasing bags, etc. My Actions:1. Planned, developed, and deployed new customer success strategies, governance, and solution-enablement functions and features.2. Contributed to strategic planning, competitive positioning, and improved customer satisfaction for large-scale initiatives and portfolios. 3. Supervised technology teams in translating the customer-desired direction and product outcome. 4. Collocated implementation, testers, and developers on-site with the customer to increase client satisfaction, adoption, and collaboration to expedite product delivery.My Results:1. Increased air transactions 10%.2. Contributed to 5% YOY increase in net promoter score (NPS) with key customers. 3. Developed, implemented, and delivered a 4-year multimillion-dollar professional services contract.

Dublin, Dublin, Ie

During this role, I managed customer success and delivery of Electronic Flight Bag solutions to numerous airlines across world. I gained broad knowledge of electronic techlog systems from origin in airline through successful implementation.A few of noteworthy contributions in this tenure include:• Drove $5-10M in savings for customers through digital transformations.• Offered valuable consultation in deployment and maintenance of Electronic Flight Bags for operators of all sizes.

Sintra, Pt

Start-up software company which I co-founded. I was responsible for promoting the product and services among potential customers and establishing a customer portfolio for the company.

Responsible for establishing quality procedures, documentation standards and training programs in an unstructured environment.

Master Of Business Administration (M.B.A.)

Postgraduate Certificate, Business Administration And Management, General

Advanced Post Graduate Diploma In Project Management

Postgraduate Diploma In Technical Communications

Bachelor Of Engineering - Be, Bachelor Of Science & Engineering