Ashley Brown
Niantic,CT
Summary
Dedicated and results-driven customer success leader with over 10 years of experience in SaaS professional services, implementation, and customer success. Adept at leading and coaching teams to deliver exceptional customer experiences, drive adoption, and improve key metrics. Proven track record of resolving escalations and enhancing processes for efficiency. Passionate about supporting team growth and fostering positive customer relationships.
Overview
17
17
years of professional experience
Work History
Director of Customer Success
Instapage
11.2022 - Current
- Developed and executed customer success strategies aligning with company objectives.
- Led and managed a global team of customer success managers, ensuring resource support and coaching.
- Monitored customer satisfaction and implemented improvements through data analysis and cross-functional collaboration.
- Designed and implemented a Customer Advisory Board to gather insights and shape business strategies.
- Cultivated relationships with key customers, identifying upsell and cross-sell opportunities.
Customer Success Team Lead
Instapage
07.2020 - 10.2022
- Led and supported a high-touch team of Customer Success Managers.
- Advocated for the CSM team through cross-functional communication.
- Oversaw internal workflows, training, and onboarding strategies.
- Unified and centralized the CSM team's communication with customers.
- Conducted and led meetings for the Global High Touch Team.
Senior Customer Success Manager
Instapage
04.2019 - 07.2020
- Conducted training and mentored team members to improve productivity and service quality.
- Led process improvement and created standard procedures for the customer support team.
- Played a crucial role in client satisfaction by resolving service issues.
- Developed a customer support strategy to boost retention.
- Owned the relationship with assigned accounts and conducted platform and product-expert trainings.
Voice Talent/Sole Proprietor
Ashley Brown Creative
01.2012 - Current
- Produced, voiced, and edited audio projects for various applications.
- Collaborated with creative teams to deliver high-quality audio content.
- Proactively sought opportunities to increase billable projects.
Global Account Executive
InterCall, A Subsidiary Of West Corporation
07.2008 - 06.2011
- Sold and managed over $2.2 million in conferencing and unified communication solutions.
- Collaborated with Fortune 500 executives, operational teams, and purchasing teams to provide customized solutions.
- Managed existing accounts, achieved annual sales goals, and promoted cross-selling.
Senior Partnership Project Manager
InterCall, A Subsidiary Of West Corporation
12.2007 - 07.2008
- Managed relationships with InterCall's video, financial, web & software partnerships to expand revenue via partner products while managing a team of 10 for InterCall's New Opportunity Development Team: Strategic Business Development
- Created, executed & monitored incentive programs for all of InterCall's Direct Sales force in North America & Canada
- Met and exceeded project goals in half the anticipated time
Implementation and Rollout Project Manager
InterCall
01.2007 - 12.2007
- Conducted training and mentored team members to improve productivity and service quality.
- Led process improvement and created standard procedures for the customer support team.
- Played a crucial role in client satisfaction by resolving service issues.
- Developed a customer support strategy to boost retention.
- Owned the relationship with assigned accounts and conducted platform and product-expert trainings.
Education
Bachelor of Science - Theatre & Cinema Studies
ILLINOIS STATE UNIVERSITY
IL2007
Skills
- Director Level, Team Leadership & Management experience with 7 direct reports globally
- Customer Success Strategy
- Project Management
- Cross-functional Collaboration
- Data Analysis and Reporting
- Upsell and Cross-sell
- Customer Relationship Management
- Training and Onboarding
- Process Improvement
- Communication Skills
Timeline
Director of Customer Success
Instapage
11.2022 - Current
Customer Success Team Lead
Instapage
07.2020 - 10.2022
Senior Customer Success Manager
Instapage
04.2019 - 07.2020
Voice Talent/Sole Proprietor
Ashley Brown Creative
01.2012 - Current
Global Account Executive
InterCall, A Subsidiary Of West Corporation
07.2008 - 06.2011
Senior Partnership Project Manager
InterCall, A Subsidiary Of West Corporation
12.2007 - 07.2008
Implementation and Rollout Project Manager
InterCall
01.2007 - 12.2007
Bachelor of Science - Theatre & Cinema Studies
ILLINOIS STATE UNIVERSITY
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