Heather Anderson

SaaS application developer specializing in retail optimization, intelligence and analytics. Affiliated with T-ROC: The Revenue Optimization Companies.

• Guided acquisition and implementation of new clients on brand-new conversational and Generative AI product both in-store and online.
• Led cross-functional team across engineering, product, and client service in successfully implementing new third-party business analytics and reporting platform in our foundational SaaS product.
• Restructured departments for increased efficiency, optimizing and coaching team members across products and customer lifecycle.
• Achieved ongoing client NPS of over +50 (+67 most recently), far outpacing SaaS industry average of +36.

• Oversaw all client-facing departments across the U.S., Canada, Mexico, the Caribbean and South America.
• Proven focus on client satisfaction, retention and growth of existing accounts and addition of new, more profitable clients.
• Collaborated with senior leadership on long-term vision and goal planning.
• Worked closely with product management and development teams to inform the product roadmap.
• Reorganized customer support/help desk team to maximize service while minimizing expense. Achieved user satisfaction rating of 95+% while saving 20% on labor expenses year-over-year.
• Developed and implemented marketing and sales strategies to drive growth. Partnered with Business Development team to close sales.

I played this role concurrent with my role as VP Client Success for the Mobile Insight side of the business.

• Led team of nationwide brand ambassadors deployed on behalf of Apple, and managed the relationship between T-ROC, Apple, and key regional carriers.
• Program resulted in a 22:1 return on investment.

• Drove strategy and execution of all marketing initiatives that enable lead generation, growth within existing clients, and development of complementary partnerships
• Enabled client development of key clients comprising more than 70% of company revenue and representing more than 50% YoY growth.

• Collaborated with business owners to set and execute the sales & marketing plan for each company, with results yielding incremental revenue of more than 60% YoY.
• Developed and continually improved diverse set of sales tools and marketing materials.

Retail social commerce firm specializing in effectively connecting manufacturers, retailers and retail sales associates in new and highly- interactive ways using Web 2.0 technology.

• Responsible for pitching and signing new clients, and directing management of accounts once signed.
• Company was closely tied to Circuit City, and dissolved upon their demise.

• Led strategic planning, development and management of the agency’s client prospect and pipeline portfolio to achieve sales and revenue objectives.
• Initiated the agency’s consultation practice, by selling and then successfully executing a worldwide go-to-retail consultation project with the world’s largest software manufacturer.
• Provided strategic insight and direction to sales and client services teams.
• Grew agency revenue by 15% year-over-year, achieving 121% of annual quota.
• Led agency's expansion into Canada.
• Named Employee of the Year - 2004

• Directed overall go-to-market strategy for the agency’s second-largest client, Motorola.
• Curated client relationship for all operational programs.
• Managed a team of 70, with an eye toward rapid evolution and dynamic tactical shifts to impact results.
• Strategic shifts resulted in a single-year market share increase of 6 points (from 20 to 26%), with rate of recommendation increases on the retail floor of nearly triple the pre-program rates.
• Awarded the 2003 American Business Award for Best Marketing Team.

Then-industry leader in removable storage solutions, with growth from $230 million in sales in 1994 to $1.8 billion in 1998.

• Managed channel sales training programs, teams and materials in all channels.
• Initiated and managed third-party in-field sales training team of 40 reps across North America, directly leading to 200% sales increase channel-wide.

• Successfully enabled best-in-class representation of the Zip Drive in both retail and catalog channels.