Susan Reed's Location
San Anselmo, California, United States, United States
Susan Reed's Contact Details
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About Susan Reed
Results-oriented professional with extensive experience in managing enterprise accounts for customer success. Motivated daily to provide moments of bliss for top-tier clientele. Thrives on customer relationship engagement for mutual benefit, bringing integrity to all interactions.Highly skilled at developing systems and teams using data analysis to develop efficient and effective product delivery. Engages closely with product and sales for invaluable feedback loops and opportunity maximization.
Susan Reed Work Experience Details
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Director, Customer SuccessRemedly May 2019 - PresentSan Francisco, California, UsCloud-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. -
Senior Manager, Client SuccessBenevity Oct 2018 - Apr 2019Calgary, Alberta, CaThe 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 company assets. Collaborated with offshore development team to maintain deep integration of platform delivery, advocating successfully for full vendor integration. Mapped out implementation processes for alignment and optimization. Supervised office remodel to provide healthy work environment, improve recruitment, and promote company culture.• 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 objective to drive all client requests to platform for improved resolution tracking, needs analysis, and cross-team communications. -
Director, Customer SuccessFluxx Sep 2016 - Jan 2018San Francisco, California, UsFluxx 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, government agencies and corporations are dramatically shortening their grant cycles and making more strategic decisions with Fluxx. Until there is no further need for philanthropy, we will continue to expand our mission-critical solutions to drive real change.• 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 Totango platform usage for metrics, 1:many campaigns, and engagement tracking. Responsible for over $6.2m ARR, including personal portfolio of $709k ARR/20 logos. Initially, managed $4.5m+ ARR/140 logos while building program.• 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 2017 conference on Customer Intimacy at Scale. -
Director, Customer SuccessEnviance Apr 2015 - Sep 2016Carlsbad, California, UsEnviance, 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 compliance and operational risk management.• 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 evangelized customer success concepts. Developed systems for scalability to handle tech and high touch customers, based on segmentation of augmented customer base. Responsible for over $16m ARR, including personal accounts of over $1.4m ARR.• 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 information tracking in Salesforce and Gainsight. -
Manager, Customer SuccessRemedy Interactive Oct 2014 - Apr 2015Carlsbad, California, UsRemedy 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 analysis to create the insights necessary for achieving highly efficient and impactful safety efforts. Remedy Interactive has received the Best Place to Work in the Bay Area award for multiple years.• 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 consulting on success analysis, including benchmarking, metrics reporting, and penetration strategies.• 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 highest gains. Did whatever it took to support new product success, including manual and training development, technical troubleshooting, and design-phase feedback.• 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 with metrics-oriented consulting, resulting in highest level of account growth. -
Account ManagerRemedy Interactive 2012 - Oct 2014Carlsbad, 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 account revenue over 20% using cross selling and up selling techniques. Collaborated with C-level on global client expanding initiatives. Driven to deliver high customer satisfaction and quality software systems.• 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 provide depth of reporting, surpassing client expectations.
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Outsourced Service DirectorRoss Valley School District 2008 - 2012San Anselmo, California, UsPublic 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. -
Loan OfficerRoss Valley Mortgage 2003 - 2008Mortgage 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 $10.5 million.
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Vp Client ServicesProspero Technologies / Well Engaged 1999 - 2000Global 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 structure. • 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.
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Director Of Client ServicesProspero Technologies / Well Engaged 1997 - 1999Global 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 tracking and contract renewals in addition to delivering client satisfaction.• 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 against client goals and increased revenue.
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Account ExecutiveAol 1995 - 1997New York, Ny, UsGlobal 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 internal and contracted staff and enhancement of site design.• 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 software suppliers, and integrating system with America Online corporate network. -
Sales And Pacific OperationsMountain Travel Sobek 1990 - 1995Emeryville, California, UsAdventure 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).
Susan Reed Skills
Strategy
Crm
Saas
Account Management
Management
Leadership
Enterprise Software
Project Management
Customer Relationship Management
Training
Customer Satisfaction
Salesforce.com
Contract Negotiation
Operations Management
Social Media
Product Management
Software As A Service
Integration
Outsourcing
Solution Selling
Consulting
Susan Reed Education Details
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Hamilton CollegeEconomics
Frequently Asked Questions about Susan Reed
What company does Susan Reed work for?
Susan Reed works for Remedly
What is Susan Reed's role at the current company?
Susan Reed's current role is Director of Customer Success at Remedly.
What is Susan Reed's email address?
Susan Reed's email address is su****@****eds.com
What is Susan Reed's direct phone number?
Susan Reed's direct phone number is (855) 358*****
What schools did Susan Reed attend?
Susan Reed attended Hamilton College.
What are some of Susan Reed's interests?
Susan Reed has interest in Skiing/snowboarding, Languages, Foreign Cultures, Education, Scuba Diving, Food And Wine Appreciation, Ballet, Mountain Biking, Fine Arts, Theater.
What skills is Susan Reed known for?
Susan Reed has skills like Strategy, Crm, Saas, Account Management, Management, Leadership, Enterprise Software, Project Management, Customer Relationship Management, Training, Customer Satisfaction, Salesforce.com.
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