Vaughn Lindquist is the Director of Client Success on the Employee Partnership team at CareerWise New York. Vaughn is charged with leading the broader client success team in nurturing a successful and productive experience for both the youth apprentices and employee partnerners. He is dedicated to the mission to ensure students have access to the skills and knowledge they need for financial and academic success, and that businesses have access to highly-trained talent.

Successfully managed and expanded a $3.5 MRR business in multiple states with various service levels. Played a critical role in developing and implementing the Go-to-Market (GTM) strategy, including deploying the product, establishing customer best practices, managing sales cycles, designing support models, creating product marketing campaigns, developing pricing strategies, establishing Standard Operating Procedures (SOPs), and implementing sales tools, dashboards, and reporting. Provided coaching, managed the team, and delivered training programs to ensure high-quality customer experiences and consistent revenue growth.• Overperformed on monthly NRR goals (110%) through focused product engagement playbooks with the account management team• Exceeded Support Team monthly CSAT goal of 90% through optimization of team structure, continuous trainings, audits and regular check-ins with individual contributors and team leads• Shortened the Time to Live and Time to Value metrics to 2 weeks for the core Marketplace product and scaled our long tail customer engagement with onboarding self-service tools• Created a unified, cross collaborative culture across 4 teams with two directors and 65+ members in Account Management, Onboarding, Support & Solutions Consulting through streamlined cross functional meetings and communication tools such as Slack

Oversaw the Strategic Customer Success Team, which included a large team of Strategic Associate Directors, Senior Customer Success Managers, and Customer Success Managers. The collective book of business under management was valued over $20MM ARR with a churn rate of less than 1%. The team was managed through a coaching and servant-led approach that emphasized psychological safety and barrier removal for success and growth.• Reviewed and drove strategy design recommendations for key clients across the book of business.• Served as an additional point of escalation for clients and managed internal escalation procedures for the team.• Secured additional operational resources and worked with internal cross-functional stakeholders to develop rules of engagement, processes, and timelines for pilot programs.• Implemented a StrengthsFinder based development program for the team to develop a positive-psychological culture for growth.• Was described by others as inspirational, full of warm energy, positivity, and invigorating in their approach to team dynamics.

Lead diverse teams and executives to client focused action and a deeper understanding of customer perceptions driving better operational efficiency, empowering sales and client success teams with tools and insights to maximize opportunity and growing the business through practical tactics and strategies to succeed.• Direct efforts to drive deep customer value and client success through listening programs, strategic program design and scalable cost-saving & revenue generating programs. • Develop a strategic Voice of Customer program integration for the LinkedIn Marketing solutions team including program including management of Net Promoter surveys and the democratization of VOC data to crucial cross functional teams in order to maximize customer and company outcomes. • Identify, scale and implement client value driving programs through cross functional relationships and partnership.• Successful situational leadership coach and mentor to current and expanded team members; actively sought after for advice and mentorship.

This is the third position I held with the organization, becoming Senior Director in 2017 after serving as Director of Client Management, Strategy, and Operations from 2015–2017 and Senior Client Manager/Team Lead from 2012–2015.In this role, I drove a large scale redesign of culture and innovation to be more client centered for the Commerce Services business unit. Through new approaches to CX design, my team re-imagined and built a new digital experience for our clients bringing together 5 different products and 4 emerging new services. I also championed and ran client focused innovation practices such as journey mapping and Luma Institute design thinking methodologies. Achievements:- Created client experience design principles for the Commerce Services division addressing improvements in all aspects of client interaction.- Partnered with Innovation and Product teams on unifying all digital and analog client touch points.- Developed and launched monthly merchant reports, improving ability to turn data into action and increasing cross-functional engagement.- Facilitated client education webinars in partnership with Marketing, Product, and Client Management, assessing client feedback and making recommendations for improvements.- Consolidated data from multiple internal dashboards into one consistent reporting system, improving ability to identify roadblocks in a proactive manner and increasing achievement of performance goals.- Collaborated with IT, Logistics, and Compliance on launch of new revenue streams, including opening up new border communities and designing solutions for cross-functional integration.- Managed special projects on behalf of Division President and C-suite executives, including analyzing NPS, introducing client experience process improvements, and developing cross-department philosophy.- Contributed to growth and innovation for startup, including leading rollout of global ecommerce solutions.

I was brought onto Borderfree as a Senior Client Manager and quickly became a team lead. Soon after, I grew into a Director position where I balanced managing a team with a book of business and several strategy/operation managers in the US and around the world. My client portfolio was valued at more than $100MM in revenue with double-digit YOY growth and I trained and supervise Junior Client Managers as was responsible for addressing escalated client concerns. My strategy and operations team was responsible for identifying and building new revenue streams, growth programs, strategy documentation and partnering with the Product Team on client road maps.- Grew revenue by double digits with global clients, including Neiman Marcus, LL Bean, J. Crew, and Williams-Sonoma Inc- Led integration activities with new clients, nurturing them through all aspects of the technical and business launch- Collaborated cross-functionally on launch of new revenue streams, including new commodities and solution design

During my tenure with CBS, I directed the product team and operations for the Local Offers product portfolio, reaching 12 regional markets in the US. This included coaching and mentoring copywriters and designers, as well as developing more than 50 Local Offers per day in collaboration with digital marketing and audio trafficking leaders. I was able to develop and streamline operational processes to increase output of ad creation and revenue. I also fostered sustainable and recurring advertiser relationships to grow high-performing offer frequency and efficacy.

As one of the first 100 employees for Google’s NYC office, I started out in 2003 as an Account Manager. Within two years, I had moved to a Training Associate role before finishing out my tenure from 2007 – 2009 as an Account Strategist. During this time, I trained and managed the team tasked with designing custom publisher packages and overseeing rollout strategies. I also managed projects for our Custom Media Solutions team; prepared analysis of performance metrics and made recommendations for process improvements; and maintained relationships with a diverse client base in healthcare, corporate, and industrial markets. Achievements:- Spearheaded creation of new hire training for all consumer and advertising products, as well as designed sales methodologies and softs skills knowledge base for more than 300 employees at all organizational levels.- Contributed to hypergrowth of Google from a startup culture, serving with team of first 100 NYC employees. - Launched search and brand management marketing strategies, as well as account optimization plans, for account portfolio valued at more than $7 million.

Marketing Strategist & Think Tank Administrator, Coca-Cola North America, New York, NYSales Coordinator, AOL Interactive Marketing, New York, NYAccount Manager – CRM Implementation Team, Global Knowledge, King of Prussia, PAProfessional Musician, Various LocationsAdjunct Professor, McLennan Community College, Waco, TXTeacher, Bell’s Hill Elementary School, Waco, TX