Susan Reed Email & Phone Number

San Francisco, California, US

Cloud-based, data-centric ERP system for physicians and their patients. Remedly provides medical practices with an integrated Practice Management / EHR / Revenue Cycle Management / Marketing / Analytics solution and their patients with a comprehensive online concierge service.

Calgary, Alberta, CA

• The Benevity Goodness Platform helps brands bring their social mission to life with technology to build a positive workplace culture, amplify the impact of corporate giving, and power pro-social brand engagement.
• Responsible for $3.5m ARR across 104 logos including Merck, Kaiser, Union Bank, CVS, Albertson’s and Panera.
• Championed integration of acquired company Versaic into greater Benevity organization. Coordinated assimilation of people, platforms and processes to consolidate efforts, streamline client experience, and leverage.
• Spearheaded support program buildout including end-to-end ticket resolution through Zendesk and TFS. Managed support lead hire, Zendesk configuration efforts, and TFS/Zendesk UI redesigns and integration, with.

San Francisco, California, US

• Fluxx has a mind for technology and a heart for philanthropy. Our vision and innovation are propelled by a deep commitment to transform the grant process and spark lasting good. Large and small foundations, nonprofits.
• Built Customer Success program from scratch, including but not limited to hiring, developing internal and cross-team collaboration systems and processes, identifying and addressing client pain points, and maximizing.
• Developed revenue generation program for renewals and upsells. Increased ARR $200k+ and NRR $200k+ in 2017. Overhauled terms on legacy contracts to remove significant downsides with 96% renewal rate.
• Empowered peer-to-peer client learning and deeper adoption by promoting online community usage and developing regional user groups program. Administered client online community and was guest speaker at Gainsight Pulse.

Carlsbad, California, US

• Enviance, a leader in cloud-based environmental, health, and safety (EH&S) management software, acquired Remedy Interactive in April 2015. The combined companies provide best-in-class solutions for environmental.
• Managed integration of teams and customers across both companies to embrace and train on breadth of product offering, cross-selling opportunities, and unified systems and processes. Increased team by 25% and.
• Developed CSM team skills to take ownership of contract renewal responsibilities. Aligned team to revenue-producing orientation, focused on ARR, upsell opportunities, and contract negotiations. Created processes for.

Carlsbad, California, US

• Remedy Interactive delivers innovative safety software solutions that empower organizations to drive beyond compliance towards healthy and injury-free productive workplaces. Our solutions provide intelligent data.
• Restructured team to be customer-success driven with focus on revenue growth. Developed tight integration with sales effort to increase renewal rates, cross-selling and up-selling opportunities. Created processes for.
• Lead customer adoption of new products, working tightly with product management to shape emerging software for maximum benefit. Focused on developing and promoting solutions of value, ensuring development efforts bring.
• Managed over $1m of recurring annual revenue accounts across 6 proprietary platforms. High touch customer list includes eBay, Disney, Genentech, NetApp, Dolby, Grifols, and Northrop Grumman. Delivered superior service.

Carlsbad, California, US

• Responsible for strategic account management and leadership for Fortune 500 accounts globally. Expertise in crafting solutions and tracking results to support client goals, resulting in 100% renewal rate. Increased.
• Supported a suite of software products requiring project management and technical skills for customized implementations. Active in customer feedback loop to drive product innovation. Spearheaded successful effort to.

San Anselmo, California, US

• Public school district servicing over 2,000 students in K-8 grades on five school campuses
• Management and implementation of district outsourced service program. Responsible for vendor sourcing, daily operations, product development, customer service, and profit and loss related to subcontractor.
• Spearheaded initial restructuring strategy and vendor search including product analysis, pricing models, and feedback integration. Resulted in year-end average sales increase of 72% over previous year.

• Mortgage brokerage firm specializing in residential and commercial loans
• Promoted tailored loan products to client base in primarily residential market. Structured loans to meet client needs and maximize profitability.
• Managed loan process from submission to close of escrow. Responsible for all coordination between client, lender, and escrow; documentation retrieval and preparation; and troubleshooting. Annual loan volume exceeded.

• Global Software-as-a-Service provider offering enterprise solutions in online community
• Supervised bi-coastal team of account managers handling over 200 clients. Team supported up to 4 proprietary platforms and multiple third-party products. Directed all team quarterly goals, budgets, staffing, and.
• Strategized on company direction in competitive online interaction-enabling market, providing hands-on market knowledge, client feedback, and Internet experience.
• Collaborated in pre-merger due diligence and opportunity assessment. Resolved post-merger issues of team integration, bi-coastal communication, and training.

• Global Software-as-a-Service provider offering enterprise solutions in online community
• Reinvented team from pure cost center to revenue generating department by developing multiple revenue streams: consulting services, moderation services, and tech support. Focused team on upselling opportunities, time.
• Managed up to 30 client relationships simultaneously, acting as backup for entire client list when necessary. Provided technical and project management support to client for site implementation. Success measured.

New York, NY, US

• Global Network Navigator division - online destination for content, e-commerce and navigation
• Managed vendor relations of electronic commerce site including contract negotiations, billing, revenue tracking, and special promotions for 20 vendors. Oversaw complicated site overhaul, involving coordination of.
• Initiated and managed project to implement company-wide programming tracking database system. Project involved defining work process throughout the company, designing system layout, negotiating with hardware and.

Emeryville, California, US

• Adventure travel company delivering premium travel experiences
• Projected and actualized Pacific region sales and profit goals, resulting in an increase of 75% passenger volume.
• Forecasted and achieved annual sales goals, resulting in an average of $25,000 sales revenue per week. Awarded Salesperson of the Year in 1991 and 1992.
• Promoted adventure travel concept to travel organizations and consumers through presentations, travel shows and conferences. Keynote speaker at Pacific Asia Travel Association conference on eco-tourism (January 1995).