Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
Timeline
Generic

Anne Rutty

NY

Summary

Dynamic Customer Success leader with a proven track record in enhancing client satisfaction and retention across leading organizations like Dow Jones, publisher of The Wall Street Journal, and DocuWare, leading SaaS workflow solutions provider. Expertise in customer relationship management, data analysis, and strategic planning, driving significant increases in account renewals and client partnerships. Committed to fostering revenue growth and optimizing client experiences through effective onboarding and process improvements.

Overview

37
37
years of professional experience
1
1
Certification

Work History

Customer Success Consultant

Sales Impact Academy
New York, NY
07.2023 - 01.2025
  • Coach Customer Success Managers within SaaS organizations in elevating client-facing and account development skills, focusing on maximizing renewal revenue, effective upselling and cross-selling strategies, product adoption techniques, and enhancing overall client satisfaction.

Global VP, Customer Success

EasyMovie
New York, N.Y.
03.2021 - 08.2022
  • Increased NPS by 7% within 1 year, a first-time achievement for the company
  • Revamped client onboarding and training, boosting boosting on-time customer onboarding from 71% to 98%
  • Created customer retention plan resulting in 27% of at-risk accounts renewing compared to 3% prior to plan
  • Developed customer adoption strategy for key accounts leading to average of 23% increase in adoption within 8 months, 4% increase in retention, 30% increase in customer advocates and 20% increase in case studies: first time achievements
  • Partnered with Sales, Product and Marketing to uncover up-sell opportunities, communicate and prioritize feature requests, protect renewals and deliver seamless customer experience from onboarding to ongoing product usage
  • Continuous understanding of suite of product offerings to educate customers on most useful features for their business needs
  • Identified shared challenges faced by customers and developed best solutions
  • Created effective process to monitor customer health, identify risk of churn and maximize revenue retention
  • Developed and implemented best practices across global team members to continuously improve quality of product and service offerings
  • Evaluated and enhanced workflow and processes ensuring efficiency, quality, and scalability
  • Studied performance metrics, providing regular updates to executive team
  • Coached and expanded a high performing Customer Success and Support team

VP of Customer Success

CipherHealth
New York, N.Y.
02.2019 - 08.2019
  • Increased customer satisfaction by 10% through development of strategic experience initiatives measured by Net Promoter Score.
  • Increased strategic customer contact by 15% within six months through process design
  • Maximized revenue and enhanced customer experience from onboarding to renewal through collaboration with Sales, Product, and Marketing teams.
  • Developed process that successfully prevented 40% of at-risk revenue from churning.
  • Hired, trained, and evaluated performance of direct reports to ensure exceptional customer care delivery.

Director, Global Customer Success

DocuWare Corp.
New York
04.2015 - 01.2019
  • Led global Customer Success team, elevating NPS by 30 points over two years.
  • Collaborated with Product, Sales, Marketing, and external partners to formulate retention plan, resulting in 3% rise in renewal rate within 18 months.
  • Initiated vendor relationship improvement plan, achieving 7% uptick in renewal rate within 14 months.
  • Developed processes for global team, enhancing customer contact by 45% over two years.
  • Boosted user adoption in low-usage accounts by 26% within one year.
  • Managed and coached B2B SaaS team to consistently exceed Key Performance Indicators for 12 consecutive months.
  • Increased customer references by 26%, case studies by 20%, and product management client visits by 25% within one year.

Manager, Client Relations

IPC Systems Inc.
New York, N.Y.
02.2011 - 03.2015
  • Directed team of Customer Relations professionals to manage senior relationships with global blue-chip organizations.
  • Identified at-risk customers, achieving 100% contract renewals within 12 months.
  • Conducted on-site product training for technology-based trading communication platform.
  • Collaborated with cross-functional departments to drive sales and marketing initiatives, generating over $1.5 million in upsell opportunities.
  • Developed new user training program, resulting in over 19% increase in user adoption.

Global Sales Operations Manager

Dow Jones Inc
New York, NY
01.2000 - 01.2010
  • Directed business revenue operations for global strategic account teams
  • Managed global budget for sales team including travel, client entertainment and commissions; reduced budget by 20% while reaching annual revenue target
  • Recruited client facing sales executive talent for financial news and data sales teams
  • Directed 3rd party vendor relationship in delivering sales and management training
  • Led revenue forecasting for Enterprise accounts for market leaders which included: UBS, IBM, Morgan Stanley, Citigroup, Accenture, PWC and Deutsche Bank.
  • Supported business retention and expansion and improved operational efficiency

Customer Relations Supervisor/ Circulation Supervisor

Dow Jones & Company
New York, NY
01.1988 - 01.1996
  • Directed Customer Relations team to execute customer care initiatives aligned with corporate objectives.
  • Managed global budget ensuring departmental operations remained under budget.
  • Collaborated with sales teams to achieve 26% circulation growth among corporate financial clients.
  • Implemented new programs and processes, streamlining operations and increasing customer satisfaction by 19%.
  • Prepared operational reports analyzing service metrics, identifying trends, and recommending improvements to senior management.

Education

MBA -

Fordham University
New York, NY

Bachelor of Business Administration -

Baruch College
New York, NY

Skills

  • Client Retention Strategies
  • Team Leadership
  • Strategic planning
  • Relationship building
  • SaaS expertise
  • Data driven decision making

Affiliations

  • Board of Directors: Dutchess Outreach, a food insecurity non-profit
  • Member of Alpha Kappa Alpha Sorority Incorporated
  • Head of Devoted Marriage Ministry: The Gathering church - Present communication workshops for couples, relationship coaching and Events Creator

Certification

  • ICF certified, IPEC trained Professional Coach
  • Norman Vincent Peal Center - Conflict Resolution Expert

Languages

French
Professional
Haitian Creole
Professional

Timeline

Customer Success Consultant

Sales Impact Academy
07.2023 - 01.2025

Global VP, Customer Success

EasyMovie
03.2021 - 08.2022

VP of Customer Success

CipherHealth
02.2019 - 08.2019

Director, Global Customer Success

DocuWare Corp.
04.2015 - 01.2019

Manager, Client Relations

IPC Systems Inc.
02.2011 - 03.2015

Global Sales Operations Manager

Dow Jones Inc
01.2000 - 01.2010

Customer Relations Supervisor/ Circulation Supervisor

Dow Jones & Company
01.1988 - 01.1996

MBA -

Fordham University

Bachelor of Business Administration -

Baruch College

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