Tracy Wray Email & Phone Number

Portland, Or, Us

United States

Portland, Oregon Metropolitan Area

Focused on building scalable programs for customers to see more value from Fivetran.- Established first Scaled Success team to build Customer Success programs at scale across thousands of customers, ensuring the delivery of engaging touchpoints through multiple channels, focusing on Customer Success Management efficiency, end-customer engagement, and upsell opportunities.- Built multi-channel customer onboarding programs alongside Product, Design, and Customer Marketing, leveraging… Show more Focused on building scalable programs for customers to see more value from Fivetran.- Established first Scaled Success team to build Customer Success programs at scale across thousands of customers, ensuring the delivery of engaging touchpoints through multiple channels, focusing on Customer Success Management efficiency, end-customer engagement, and upsell opportunities.- Built multi-channel customer onboarding programs alongside Product, Design, and Customer Marketing, leveraging email, in-app chats, help videos, self-serve documentation, and establishing Fivetran Community User Group.- Redefined customer experience journey for scaled segment with Design, Product Management, Customer Marketing, Customer Success & Sales leaders, helping to establish a cross-functional Growth POD for strategy and cross-channel experimentation.- Built Fivetran Community Events, including monthly Office Hours where customers came together to talk about strategic topics related to their role, as well as Fivetran Basics Virtual Training which averaged 200+ registrants & over 50% attendance rate. Show less

Remote

Point of Sale, inventory management, and compliance management software for legal cannabis retailers. Managed and lead a high-performing team of Customer Success Managers, Technical Support Specialists, and Onboarding & Implementation Specialists working remotely and spread across the United States. Focused on building the foundation of all three departments. 1) Customer Success - Built and scaled the customer success department from the ground up, implementing health scores… Show more Point of Sale, inventory management, and compliance management software for legal cannabis retailers. Managed and lead a high-performing team of Customer Success Managers, Technical Support Specialists, and Onboarding & Implementation Specialists working remotely and spread across the United States. Focused on building the foundation of all three departments. 1) Customer Success - Built and scaled the customer success department from the ground up, implementing health scores, renewal and upsell/cross-sell processes, adoption metrics, onboarding best practices, and developing systems to quickly onboard and deliver value for customers.2) Onboarding - Oversaw re-launch of the customer journey in the first 90 days, focusing on coherency and ease of customer experience. Lead to a reduction of Onboarding Time to Launch from an average of 50+ days to 2 weeks.3) Revamped the support processes and established playbooks, reducing first response times in support from over 48 Hrs in Q1 2021 to under 5 min in Q4 2021 and CSAT from 50% in Q2 2021 to 100% for all of Q4. Developed incident management pipeline.Supported ongoing growth and development of the team, including recruiting, hiring, training, and mentoring. Enabled the team to discuss, plan, and implement continuous improvement opportunities as a unit using Agile Best Practices.Acting as the voice of KlickTrack customers, helping the organization learn from their feedback and experiences, building a strong pipeline with the product team, and playing an active role in company decision-making. Show less

Portland, Oregon Area

Established the Success Department from the ground up, building customer segmentation, success playbooks, engagement checkpoints, upsell/cross-sell pipelines, and renewal pipelines to operationalize the Success Management function. Oversee day-to-day operation of the CS function, including but not limited to:* Hiring, coaching, mentoring, and developing staff, including overseeing new employee onboarding and providing career development planning and opportunities.* Create an… Show more Established the Success Department from the ground up, building customer segmentation, success playbooks, engagement checkpoints, upsell/cross-sell pipelines, and renewal pipelines to operationalize the Success Management function. Oversee day-to-day operation of the CS function, including but not limited to:* Hiring, coaching, mentoring, and developing staff, including overseeing new employee onboarding and providing career development planning and opportunities.* Create an inspiring team environment with an open and clear communication culture, including agile best practices to inspire innovation and learning from feedback. Encouraged creativity and educated risk-taking. * Provided regular 1:1s & semi-annual performance reviews, and weekly updates on renewal metric forecasts for the team.* Supported on calls, meetings, proposals, pitches and messaging as needed, at times traveling in-person to meet with customers face-to-face.* Act as a point of escalation for customer issues. * Represented Customer Success in leadership meetings, working closely with the Success Director to enable team to achieve departmental goals.* Provided product feedback that can be used to steer product development. Show less

Portland, Oregon Area

* Fastest growing POS / Inventory software in the cannabis industry* 1.8B / year sales transactions through our registers* Running over 1000 dispensaries in CA, WA, CO, AK, OR, NV, MD, MA, AR, ME, MI, MT, IL, PA

San Francisco Bay Area

San Francisco Bay Area

Responsible for onboarding, and other success projects focused on aligning Accelo with client initiatives and priorities. Collaborated with clients during training to understand their business strategy, and identify solutions for client challenges. Continued as trusted advisor to the client after training, building strong and lasting relationships. Tasked with internal projects to improve efficiencies, including improving our internal training processes to deliver more… Show more Responsible for onboarding, and other success projects focused on aligning Accelo with client initiatives and priorities. Collaborated with clients during training to understand their business strategy, and identify solutions for client challenges. Continued as trusted advisor to the client after training, building strong and lasting relationships. Tasked with internal projects to improve efficiencies, including improving our internal training processes to deliver more consistent, efficient training, and a better overall client experience. Built framework for Customer Education Lifecycle - designed and executed large scale project for self-support documentation including help content, in-app tutorials, and webinars designed to increase customer adoption. Managed members of client success team by providing mentorship, direction, overseeing daily operations and ensuring team met KPIs. Show less

San Francisco Bay Area

Manage escalated clients for a rapidly growing tech start-up. Defuse frustrations and act as point of contact. Quarterback client needs and function as client advocate within company. Project-manage escalated clients’ issues in order to find quick resolution and to reinstall confidence in company and product. Collaborate directly across company with C-level team, Account Management, Product Ops, Audit Team, Product Specialists and Engineering for solutions. Provide reports on status… Show more Manage escalated clients for a rapidly growing tech start-up. Defuse frustrations and act as point of contact. Quarterback client needs and function as client advocate within company. Project-manage escalated clients’ issues in order to find quick resolution and to reinstall confidence in company and product. Collaborate directly across company with C-level team, Account Management, Product Ops, Audit Team, Product Specialists and Engineering for solutions. Provide reports on status, fault, follow-up and improvement suggestions to appropriate teams. Execute root cause analysis of issues & provide feedback.Gather and utilize insight from clients who request a “Manager” on NPS (Net Promoter Score) survey. Lead feedback calls, document issues, and spearhead fixes. Accomplishments include leading a de-­escalation training for all Customer Support agents, with 96% of attendees surveyed reporting increased confidence taking control in stressful customer situations and 100% recommendation for others to take the training. Show less

Greater Chicago Area

Responsible for managing high risk situations and negotiating directly with clients to mitigate potential loss. Assessed and identified quick resolutions preserving overall customer impact, the Groupon brand, and aiding with merchant's circumstances. Helped drive change management and build analytically driven, adaptable risk processes from ad hoc situations that were trained globally.

Greater Chicago Area

One of the original Staff Members of Chicago's largest Performing Arts Festivals.Accomplishments include: • Devised and implemented the Volunteer roles and responsibilities for the 1st Annual Festival as Volunteer Coordinator. • Successfully found housing for over 100 traveling artists as Billeting Coordinator• Event Planned and executed 5 major Fringe Events, including three Annual Lottery Parties and two Annual Fundraising Events• Voted Top Venue Manager for three… Show more One of the original Staff Members of Chicago's largest Performing Arts Festivals.Accomplishments include: • Devised and implemented the Volunteer roles and responsibilities for the 1st Annual Festival as Volunteer Coordinator. • Successfully found housing for over 100 traveling artists as Billeting Coordinator• Event Planned and executed 5 major Fringe Events, including three Annual Lottery Parties and two Annual Fundraising Events• Voted Top Venue Manager for three years running• Awarded Volunteer Award for "Smoothest in a Time of Crisis" Show less

Greater Chicago Area

Oversaw and directly managed the operations and closing procedures for a Top Broker specializing in foreclosures and short sales. Accomplishments include increasing commission by 30% within one year by systematizing offer and closing procedures. Aided in attaining exclusive listings with HSBC/Wells Fargo, averaging 26 new property assignments monthly.

Greater Chicago Area

St Petersburg, Fl

Developed web redesign and customized search engine optimization program on behalf of a top publisher of Florida tourist websites. Oversaw all Internet Marketing services such as organic SEO, content optimization, effective copywriting, link building, PPC Advertising, and Social Media Marketing. Accomplishments include obtaining first position across all Search Engines for top three keyword phrases.

Bachelor'S Degree, Directing And Theatrical Production

--Minors in Communication, Philosophy of Human Nature, and Ethnomusicology --Graduated Summa Cum Laude with a 4.0 GPA --Studied Abroad.

Education record

Lived and Worked independently in London as a West End Bartender at Shaftesbury Theatre

International Baccalaureate Diploma, 4.25 Weighted Gpa

Graduated in top 5% of Nation