Chelsey Hartung
Edgewood,WA
Summary
A dynamic and customer-focused leader with over 15 years of experience in customer success management, strategic planning, and team leadership across various industries, including SaaS, healthcare, and ecommerce. Proven track record in driving customer satisfaction, retention, and revenue growth through innovative customer engagement strategies and data-driven insights. Expertise in developing and implementing comprehensive customer experience strategies, optimizing processes, and leveraging data analytics to improve outcomes. Passionate about delivering exceptional customer experiences and driving long-term value.
Overview
26
26
years of professional experience
Work History
Director of Customer Development - Americas
Infoblox
01.2020 - Current
- Led a team of 5 managers and 36 Customer Development Representatives, responsible for renewing, refreshing, and upselling SaaS, subscription, software, and hardware maintenance for network cybersecurity assets and services
- Scaled an organization from 8 Renewal Specialists responsible for $75 million in ARR to a high-performing team of 40+ Customer Development sales professionals responsible for $380 million in ARR
- Boosted employee engagement survey approval for management from 42% at the end of 2019 to 98% in 2024
- Developed and implemented comprehensive customer experience strategies that increased Customer Retention Rate from 78% in FY20 to 95% in FY24
- Defined, monitored, and improved KPIs that measured the health and satisfaction of customers
- Steadily increased the In-Quarter Renewal Rate each quarter from 56.7% in Q1 FY20 to 98.6% in Q1 FY25
- Led initiatives to identify, implement, and optimize tools and workflows that enhanced operational efficiency and customer satisfaction
- Worked cross-functionally with Product, Engineering, and Operations teams to translate customer needs into system and product requirements
- Collaborated with Customer Support teams to design and deliver training programs that enhanced their ability to resolve customer issues effectively
- Acted as a bridge between internal teams and external-facing teams, ensuring alignment on processes, tools, and customer service goals
Manager of Ecommerce Sales and Guest Services
Tommy Bahama Inc.
01.2018 - 01.2020
- Led an Ecommerce sales and guest services team, contributing to $676.7 million in revenue in FY19 and $646.2 million in revenue in FY18
- Maintained and reported on service level agreements to internal and external stakeholders
- Managed operational excellence of a high-volume contact center
- Developed and implemented customer satisfaction strategies to improve service delivery
Supervisor of Shared Services – HR/Payroll/Benefits
Weyerhaeuser
01.1999 - 01.2008
- Supervised the performance metrics of a team of HR, Benefits, and Payroll specialists, ensuring over 50,000 employees and retirees received appropriate services and support tied to their tenure at the company
- Drove and managed acquisitions and divestitures from an HR perspective
- Implemented best practices for payroll and benefits administration to enhance efficiency and employee satisfaction
Education
Associate of Arts -
Tacoma Community College
Tacoma, WA06-2000
Skills
- Customer Experience Management
- Strategic Planning and Execution
- Process Optimization
- Communication and Interpersonal Skills
- Customer Journey Mapping
- Training and Development
- Customer Success Metrics
- Cross-Functional Collaboration
- Relationship building
- Strategic planning
- Decision-making
- People management
Timeline
Director of Customer Development - Americas
Infoblox
01.2020 - Current
Manager of Ecommerce Sales and Guest Services
Tommy Bahama Inc.
01.2018 - 01.2020
Supervisor of Shared Services – HR/Payroll/Benefits
Weyerhaeuser
01.1999 - 01.2008
Associate of Arts -
Tacoma Community College
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