Susan Mcclure Email & Phone Number

Portland, Oregon, Us

Morrisville, Nc, Us

Leading a team of 50+ Customer Success professionals I provide strategy, vision, execution, and operational excellence.

Morrisville, Nc, Us

Raleigh, North Carolina, Us

Lowell, 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)

Boston, Massachusetts, Us

I 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

Fort Lauderdale, Fl, Us

Drives 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

Fort Lauderdale, Fl, Us

Manage 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

Springfield, Massachusetts, Us

Simultaneously 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

Menlo Park, Ca, Us

Newton Upper Falls, Ma, Us

Created 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.

As 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.

New Braunfels, Texas, Us

I 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

New Braunfels, Texas, Us

I 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.

Management

General