Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Ashley Shaw

San Diego,CA

Summary

Dynamic and results-driven client experience leader with a proven track record in customer service, operations, project management, sales, and team leadership. Played a key role in building and scaling two companies into marketable, high-value businesses, successfully positioning them for acquisition in accelerated timelines.


Recognized for implementing best practices, streamlining processes, and driving continuous improvement for measurable outcomes. Known for exceptional communication and relationship-building skills, delivering business objectives through a consultative approach. Seeking an executive role to leverage expertise and deliver impactful results.

Overview

9
9
years of professional experience

Work History

Director, Client Experience

LightEdge Solutions
10.2022 - 05.2024
  • Directed client experience strategy, aligning engagements with business objectives and proactively anticipating future client needs.
  • Oversaw a team managing $8 million in Monthly Recurring Revenue (MRR) client renewals, ensuring successful retention strategies.
  • Outperformed churn budget goals, maintaining retention rates under
  • Forecasted and mitigated client churn, analyzing erosion and defection trends across monthly, quarterly, and annual views.
  • Collaborated with leadership and cross-functional teams to develop and implement save plans, contributing to product enhancements through client feedback.
  • Built and maintained executive-level relationships with top clients to understand the end-user journey and sentiment, ensuring alignment with business objectives.
  • Led the team in identifying and nurturing strategic growth opportunities within client accounts, partnering closely with dedicated sales representatives.
  • Identified process inefficiencies and areas of internal friction, designing and implementing solutions to improve employee workflows and enhance the client experience.

Vice President, Client Success

NFINIT
06.2021 - 10.2022
  • Established and scaled a high-performing Client Success team from the ground up, designing processes and engagement strategies to drive client advocacy, retention (renewals), and upsell growth.
  • Directed sales cycles for existing clients, leading the team to consistently exceed monthly quotas by enhancing and expanding product adoption.
  • Streamlined cross-functional collaboration to address client needs efficiently, breaking down operational barriers to deliver seamless and effective solutions.
  • Fostered executive relationships with top clients, aligning on strategic objectives to ensure long-term partnership success and growth.
  • Instrumental in scaling the business, positioning the company as a high-value, marketable asset for acquisition within an accelerated timeframe.

Director of Client Services

TrueCommerce EcUtopia
07.2020 - 06.2021
  • Cultivate and maintain strong client relationships, identifying risks and growth opportunities to drive satisfaction and retention.
  • Lead process improvement initiatives to enhance efficiency, support client success, and deliver measurable results.
  • Empower employees to proactively solve problems and make decisions that align with client needs and business goals.
  • Design and implement programs to onboard clients efficiently while ensuring long-term support and satisfaction.
  • Manage resources, budgeting, and P&L to drive profitability while exceeding goals for customer satisfaction, employee engagement, and revenue growth.

Manager, Client Services

EcUtopia, Inc.
09.2018 - 06.2020
  • Managed and nurtured client relationships, ensuring exceptional service delivery while identifying opportunities for business growth.
  • Resolved client issues through proactive communication, providing timely project updates and ensuring high levels of satisfaction.
  • Led process improvements based on customer feedback, aligning changes with long-term business objectives.
  • Onboarded, trained, and mentored new employees, ensuring seamless integration and promoting team cohesion.
  • Developed and implemented cross-training initiatives, optimizing team performance and driving operational efficiency.

Senior Project Manager

EcUtopia, Inc.
09.2015 - 09.2018
  • Led client project lifecycles from initiation to closure, aligning projects with business objectives and strategies.
  • Managed vendor onboarding and third-party relationships, ensuring compliance with implementation timelines and obligations.
  • Developed and deployed innovative solutions, consistently delivering measurable results for clients.
  • Directed scope and cost adjustments, implementing change management processes to maintain timelines and deliverables.
  • Fostered a collaborative environment, mentoring team members and ensuring accountability while proactively resolving project challenges.

Education

Bachelor of Arts - Communication

San Diego State University
San Diego, CA

Skills

  • Client Relationships
  • Retention Strategies
  • Consultative Approach
  • Change Management
  • Cross Functional Collaboration
  • Customer Service / Voice of Customer
  • Strategic Planning and Foresight
  • Customer Journey Mapping
  • Team Leadership
  • Operational Excellence

Accomplishments

    Home Furnishings Business Magazine 40 Under 40

    July 2019 - http://hfbusiness.com/FortyUnder40/FortyUnder402019

Timeline

Director, Client Experience

LightEdge Solutions
10.2022 - 05.2024

Vice President, Client Success

NFINIT
06.2021 - 10.2022

Director of Client Services

TrueCommerce EcUtopia
07.2020 - 06.2021

Manager, Client Services

EcUtopia, Inc.
09.2018 - 06.2020

Senior Project Manager

EcUtopia, Inc.
09.2015 - 09.2018

Bachelor of Arts - Communication

San Diego State University

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Ashley Shaw