Terri Helus Email & Phone Number

A firm believer that a rising tide lifts all boats, my primary focus is the growth of our customer-facing teams. Supporting their efforts and seeing their success is what fills my cup.- Applies extensive experience in customer success, change management and project management to develop operational strategies across the scope of the SaaS customer lifecycle. I guide project quarterbacks in mapping out their plays, then relentlessly lead block to eliminate barriers and help tackle challenges. - Strategic thought partner and collaborator dedicated to supporting customer-facing teams in delivering high-quality, efficient and consistent services that drive customer satisfaction and growth. Powerful advocate for professional development to empower our customer team with the time, tools, and resources to be successful. - Mentors CMSs in becoming a strategic partner and trusted advisor to private-sector clients and government agencies adopting a new SaaS platform. Coaches team members in orchestrating organizational change, driving user adoption, and minimizing disruption or loss of productivity during deployments.

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  Director Of Customer Strategy And Operations

  Headlight

  Oct 2024 - Present - Seattle, Wa

  Establishes the standard of care for how HeadLight drives successful customer outcomes and provides coaching and mentorship to HeadLight’s customer success team. Across the customer delivery lifecycle, ensures internal and external team alignment on contractual commitments and expected outcomes needed to deliver value to the customer. Collaborates with company leadership to align the customer strategy with HeadLight’s long-term growth objectives.-Defines HeadLight’s customer implementation and onboarding strategy, focusing on driving customer engagement, rapid adoption, improving satisfaction, and ensuring long-term retention.- Develops and implements strategies to drive customer success, ensuring customers fully realize the value of the HeadLight platform and achieve their desired outcomes.- Designs and implements change management strategies to facilitate smooth transitions during the implementation process. - Proactively identifies and manages risks related to customer satisfaction and operational delivery, implementing mitigation strategies to address challenges before they escalate.- Develops performance metrics for the team and provides coaching, training, and professional development opportunities to ensure the team delivers at a high level.- Mentors our team of customer-facing professionals, fostering a culture of accountability, collaboration, and customer-first thinking.- Ensures alignment of the customer success, onboarding, and support teams with the broader strategic objectives of the company.