ANGELICA HARRIS
Garden Grove,USA
Summary
Results-driven executive with extensive experience in customer success and account management, focused on achieving enterprise revenue goals. Proven track record in developing strong B2B relationships across diverse industries, consistently exceeding revenue targets and enhancing market share. Expertise in customer journey optimization, retention strategies, and fostering cross-departmental customer centricity. Recognized for strategic planning, problem-solving abilities, and exceptional multitasking skills in fast-paced environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Director, Customer Success
Microsoft
Bellevue, Washington
04.2022 - Current
- Lead and coach team of CSAMs by modeling effective leadership techniques and fostering professional growth.
- Define clear team objectives to attract and retain top talent while promoting an inclusive culture.
- Build strong executive relationships with key customers and partners to ensure maximum value from Microsoft investments.
- Drive strategic conversations aligning Microsoft services with customer business objectives and transformation goals.
- Oversee creation and execution of Customer Success Plans, coach team on program reviews to manage expectations.
- Guide CSAMs in accelerating adoption of Microsoft products, removing technical blockers for key consumption milestones.
- Maintain technical acumen by staying current on industry trends, coach team on relevant technologies.
- Exemplify Microsoft’s values through integrity and accountability, creating a trusted environment for CSAMs.
Vice President, Customer Success
SumTotal Systems, LLC
Gainesville, FL
05.2018 - 04.2022
- Oversaw Customer Success for North America, managing $54 million in recurring revenue across diverse sectors.
- Drove enterprise-wide initiatives to enhance customer outcomes, product utilization, and revenue growth.
- Achieved over 90% gross retention and 110% net retention rates year-over-year.
- Designed comprehensive customer engagement program featuring monthly governance, newsletters, webinars, and networking sessions.
- Launched NPS and customer health scorecard to analyze feedback and improve advocacy and loyalty.
- Recruited and developed high-performing customer success team, navigating organizational changes and IPO preparation.
- Created targeted development plans to boost employee satisfaction, expertise, and overall performance.
Executive Manager, Private Sector Education
Elsevier
Saint Louis, MO
06.2017 - 05.2018
- Accountable for sales and customer success execution in health science education sector.
- Led team in developing strategies to assess institutional and student needs effectively.
Vice President, Specialized Markets - Healthcare
University of Phoenix
Phoenix, AZ
03.2015 - 06.2017
- Led division to enhance brand visibility and market shares through strategic GTM initiatives.
- Drove development of academic programs and employer alliances, fostering a pipeline of certified candidates.
- Secured Vendor of Choice status with elite healthcare network, generating $30 million in trust funding.
- Cultivated partnerships with healthcare alliances, achieving 10% year-over-year growth.
Director, Strategic Corporate Alliances
Apollo Education Group
Phoenix, AZ
01.2011 - 03.2015
- Oversaw Apollo Professional Sales Solutions team as National Team Lead, providing targeted coaching and mentorship.
- Accountable for client engagement, delivering tailored solutions to high-value healthcare customers.
- Successfully negotiated and closed Apollo Group’s largest international contract valued at $5.3 million.
- Attained preferred partner status with leading healthcare organizations, driving more than $6 million in annual revenue.
- Developed collaborative initiatives with Deans of Specialized Programs, facilitating significant degree-based growth.
Account Executive, Corporate Education Development
University of Phoenix
Phoenix, AZ
06.2006 - 01.2011
- Generated degree-based revenue from corporations within assigned territory and vertical segment.
- Successfully managed marketing strategies to enhance brand awareness and establish collaborations with multi-state enterprises.
- Achieved sales targets by maintaining relationships at 100% of plan.
- Developed partnership support initiatives to ensure service excellence and drive recurring business.
Education
Bachelor of Science - Business Administration
University of Phoenix
Phoenix, AZ01.2014
Skills
- Leadership and training
- Key account management
- Partnership development
- Market research and analysis
- Program development
- Relationship building
- Cross-functional collaboration
- Customer marketing
- Churn management and retention
- Resource management
Certification
- Customer Success Certification, SuccessCOACHING, San Carlos, CA, 2021
- Leadership Accelerator Certification, Apollo Education Group, Phoenix, AZ, 2011
Accomplishments
Microsoft's 100% Attainment Circle - FY25
Timeline
Director, Customer Success
Microsoft
04.2022 - Current
Vice President, Customer Success
SumTotal Systems, LLC
05.2018 - 04.2022
Executive Manager, Private Sector Education
Elsevier
06.2017 - 05.2018
Vice President, Specialized Markets - Healthcare
University of Phoenix
03.2015 - 06.2017
Director, Strategic Corporate Alliances
Apollo Education Group
01.2011 - 03.2015
Account Executive, Corporate Education Development
University of Phoenix
06.2006 - 01.2011
Bachelor of Science - Business Administration
University of Phoenix