Susan Mcclure Email and Phone Number
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What I do...Team Management- Customer facing ($250M +/ ~11,000 customers)- Drives success by establishing and tracking value metrics- CS Operations- Partnership approach to account management with Sales / Renewals Drive customer experience and advocacy through programs- Voice of the Customer; Strategy, tools, roll-out, data processing, reporting, and insights- Customer and product onboarding- Upsell / Cross Sell- Establish programs that drive revenue outside of the traditional sales functionOperations- Customer Success, Professional Services, and Support- Process governance and management- Establish, operationalize, and measure KPIs- Change Management (ADKAR)- Enablement and Training- Leverage Digital Marketing to bring scaleLead with data- End user data management- Data governance - Spearhead predictive analytics / Likelihood to RetainTools and Systems- Implement new tools and systems such as Salesforce and Gainsight- Bring efficiencies and scale
Mineral
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Sr Vice President - Customer SuccessMineral Sep 2022 - PresentPortland, Oregon, Us
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Sr. Vice President, Customer SuccessRelias Oct 2020 - Jun 2022Morrisville, Nc, UsLeading a team of 50+ Customer Success professionals I provide strategy, vision, execution, and operational excellence. -
Director Of Customer SuccessRelias Apr 2020 - Oct 2020Morrisville, Nc, Us
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Sr. Director - Operations Customer SuccessPendo.Io Jul 2019 - Apr 2020Raleigh, North Carolina, Us -
Director - Customer Success Operations And Community SegmentKronos Incorporated Oct 2017 - Jul 2019Lowell, Ma, Us• Applied Digital Marketing strategy to bring efficiencies• Initiated and implemented a predictive model to head off churn• Cross functional collaboration to enhance the customer experience• Data and process governance• Directs Training and Enablement for Customer Success• Implemented Gainsight• Change management• In addition to operational strategies, designed and leads the Customer Success Community segment ($142M / ~2600 customers cross vertical) -
Sr. Operations Manager - Customer SuccessLogmein Feb 2017 - Oct 2017Boston, Massachusetts, UsI joined LogMeIn by way of the Citrix Online merger• Created, implemented, and currently drives tNPS program for Customer Careo tNPS focuses on customer engagement and the likelihood of customer recommendationso Result: Taking a static program to gains of ~9 pts in 2015 from (63.3 to 72.1) Customer Success process improvement• Designed and implemented Top Call Drivers programo Focusing on product and / or process improvement that deters the need for a customer to call into Customer Careo Exceeding multiple product goals of calls per 1,000 users• Customer Health Scoreo Implemented attributes that lead to renewals or signal risk for churn • Implemented a 3rd party triggering system that uses customer data to predict growth or churn behavior (Gainsight)• Change management -
Operations Manager - Sales And Customer Success OperationsCitrix Online Jun 2013 - Feb 2017Fort Lauderdale, Fl, UsDrives Transactional Net Promoter Score (tNPS) ProgramTop Call Driver Program (cost savings)Gainsight Admin and Implementation Retention programs and strategy (Code Red / Customer Health)Data first mentality -
Customer Success Manager / Account ManagerCitrix Online Apr 2011 - Jun 2013Fort Lauderdale, Fl, UsManage the deployment, adoption, and retention of Citrix SaaS Implement and deploy Citrix SaaS products/services through planning, awareness, knowledge, and adoption Create strong customer relationships and manage assigned accountsA strong negotiator for additional services and retentionCustomer advocate
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Director Of EducationAmerican International College Oct 2009 - Jul 2010Springfield, Massachusetts, UsSimultaneously managed both the Braintree and Cambridge campuses through a successful accreditation process (instructional and curriculum components) Influenced educational components of all instructional programs. Achieved compliance with accrediting bodiesManaged, coached, and evaluated instructorsImproved student satisfaction and success through active coaching -
Account ExecutiveRobert Half International Jun 2009 - Oct 2009Menlo Park, Ca, Us -
Director Of Sales & MarketingTreetop Technologies, Inc. May 2008 - Oct 2008Newton Upper Falls, Ma, UsCreated and influenced sales and marketing strategies to widen the breadth and depth of targeted vertical Utilized my network, reputation, and past expertise. Wrote the monthly newsletter, conference selection and coordination, creation of various marketing collateral. -
General ManagerLearning Gate Clc Sep 2007 - Mar 2008As a key player in a start-up training center located in Providence, RI, I was charged with creating, documenting, and implementing sales, training, marketing campaigns and operational procedures. I was responsible for the creation and management of budgets. Additionally, I spearheaded the Department of Education approval, application process and documentation.
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Director Of Training & OperationsNew Horizons Computer Learning Center Of Boston Feb 2005 - Sep 2007New Braunfels, Texas, UsI was responsible for four (4) highly functional separate computer learning facilities. • Managed the operations, training, programs, client retention, and customer success Collaborated with the sales departments to retain customers, increase satisfaction, create programs, and assist in closing large sales Negotiated contractsSet career paths and employee development Implementation of a new contact management system -
National Account And Prj ManagerNew Horizons Computer Learning Center Of Boston 2000 - 2005New Braunfels, Texas, UsI participated in the closing, marketing and managing of the largest and most profitable nation-wide account in the history of New Horizons CLC ($8.3 Million over a 14 month period). I implemented operational procedures and led a highly functional team to ensure superior and profitable delivery of products purchased. Because of the unique components of this initiative, marketing campaigns were developed in several phases to fit each of the players’ needs and outlooks. I interfaced with both corporate and franchised locations to ensure consistent quality in the delivery, accounting, and marketing fields. The account successfully maintained a targeted 28% margin on all its delivery.
Susan Mcclure Skills
Susan Mcclure Education Details
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Cambridge CollegeManagement -
San Joaquin Delta CollegeGeneral
Frequently Asked Questions about Susan Mcclure
What company does Susan Mcclure work for?
Susan Mcclure works for Mineral
What is Susan Mcclure's role at the current company?
Susan Mcclure's current role is SaaS Customer Success and Operations leader with over 20 years of experience in leading teams and loving customers. I live and breathe for the customer experience and driving value!.
What is Susan Mcclure's email address?
Susan Mcclure's email address is su****@****dia.com
What is Susan Mcclure's direct phone number?
Susan Mcclure's direct phone number is (978) 250*****
What schools did Susan Mcclure attend?
Susan Mcclure attended Cambridge College, San Joaquin Delta College.
What are some of Susan Mcclure's interests?
Susan Mcclure has interest in Animal Welfare, Children, Science And Technology, Health.
What skills is Susan Mcclure known for?
Susan Mcclure has skills like Training, Business Development, Sales, Salesforce.com, Sales Operations, Account Management, Saas, Project Management, Marketing, Crm, Management, Networking.
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