Sierra Evans Email & Phone Number

San Francisco, California, Us

San Francisco, California, Us

San Francisco, California, Us

San Francisco, California, Us

-Serve as a trusted and strategic advisor to the Customer Success, Services, Technical Success and Customer Enablement teams, along with the the Chief Customer Officer.-Work with Customer Success leadership to drive the operating rhythm, technology stack strategy, and team KPIs to support scaling the CS team.-Develop reporting standards for all critical CS KPIs and use this data to drive decision making across the business. -End-to-end execution and program management of strategic operational projects, customer analysis, ad hoc reporting, strategic process design, documentation, etc.-Work cross-functionally with Marketing, Sales, Customer Success, Business Operations, Finance, Legal, Product, Engineering, and IT teams to unlock new opportunities for efficiency and productivity at scale.-Work with product and engineering teams on testing and developing the People.ai product for CS use cases.

Austin, Tx, Us

Direct the analysis and optimization of business processes to improve client acquisition outcomes and enhance client experience. Drive strategic enterprise improvements through training, systems and tools. Focused on data-driven insights and analytics to drive revenue growth, client retention and organizational efficiency.• Lead teams supporting client service and sales including sales training and RFP response teams.• Synthesize operational performance, sales and client data into insights to drive strategic and incremental improvement initiatives.• Improve data integrity and business processes through enterprise system selection, administration and vendor management.• Improve client experience and service quality throughout the client lifecycle with a focus on key moments of truth including onboarding and renewal.

Austin, Tx, Us

-Manage team of Client Experience Managers (customer success function) for top revenue segment of community and regional bank and credit union clients-Drive expansion and retention through client experience and outcomes-Improve client satisfaction through proactive engagements at key touchpoints throughout client lifecycle-Build processes to enhance client relationships, increase product adoption and demonstrate value-Create segmentation models based on customer data analysis supporting efficient client coverage-Build variable compensation models to incent desired outcomes-Partner with Professional Service Delivery, Support, Product and Development to share voice of the customer feedback on product usability-Manage executive customer escalations and communications to drive issue resolutionAccomplishments:-Led Gainsight system implementation and configuration, building features including C360, client health score, executive dashboards, and Calls to Action (CTAs)-Developed Salesforce reporting dashboards to ensure consistent, proactive client engagements occur during key moments of truth throughout customer journey

Austin, Tx, Us

-Lead team of project managers, engineers and solutions architects within professional services organization to execute quality software deployments-Deliver new, strategic products by driving process, best practice, documentation and tools-Forecast and manage staffing levels based on sales performance and agile development cycles-Manage to KPIs including revenue, on-time delivery, and customer satisfaction-Maintain staff utilization levels through fluid project scheduling -Ensure project consistency and implement improvements to project management process -Engage stakeholders in Sales, Development, Product and Account Management to affect positive change-Coordinate with third party vendors for delivery expectations and alignmentAccomplishments: -Served as Program Manager for accelerated deployment initiatives, leading cross-functional resources to expedited delivery goals-Awarded Sales MVP for partnership with Sales and Relationship Management

Austin, Tx, Us

-Worked alongside Implementations Engineers to deploy electronic banking solutions such as Apple and Android mobile applications, mobile bill pay, text banking, mobile remote deposit capture, and performed version upgrades-Organized, planned and executed multi-facet software deployments within Agile environment -Trained and educated clients on product and configuration options-Designed and led training for other Project Managers across Implementations-Participated in Wellness Committee, Culture Committee, and Q2Cares philanthropic organization; graduated Emerging Leaders program

Austin, Texas, Us

-Direct a four-person recruiting team to ensure open requisitions are filled promptly to client satisfaction-Place contract, contract-to-hire and direct hire employees in various positions across multiple industries, including IT, telecomm, business services, government and non-profit sectors -Source qualified candidates through traditional and innovative sourcing methods-Evaluate candidates for skills and fit using strategic, customized interview questions -Perform extensive pre-employment testing and screening to match unique client needs-Perform rate and salary negotiation, close candidates, extend offers, onboard and train new hires -Counsel candidates on interview techniques, resume writing and human resources issues-Serve as Spanish/English bilingual intermediary