DEVRA ANDERSEN
Customer Success Executive
Sandy,UT
Summary
Performance-oriented Leader offering exceptional record of achievement over 18+ year career. Tenacious manager with strategic and analytical approach to solving problems, bringing in customers and accomplishing profit targets. Talented in identifying and capitalizing on emerging market trends and revenue opportunities.
Overview
24
24
years of professional experience
7
7
years of post-secondary education
Work History
Director of Customer Success
Reflektive
12.2020 - 02.2023
- Lead the customer success organization
- Recruited, hired and successfully onboarded during leadership tenure 15 direct reports
- Responsible for managing a global team representing $45million in revenue and 400+ customers. Key metric: Achieved 95-100% customer retention during an acquisition
- Identify and initiate processes within our Customer Success tool (Gainsight) to measure and identify engagement data, customer health, adoption benchmarks and trends and outreach campaigns. Key metric: 100% adoption and 100% data integrity centering around measurement of customer health, success plans, risk mitigation and adoption data to empower CS team and beyond
- Drive growth and revenue strategies, renewal forecasting, solution expansion, product strategy and optimization Key Metric: Identified and brought in three new revenue streams (ie. managed services, premium support and custom development revenue)
- Craft and implement successful customer engagement playbooks to scale across customer segments
- Strategic partner with diverse industries, global/worldwide, Fortune 50 organizations and beyond working directly with C-Suite
- Deep expert knowledge of the HCM/HR domain and to remain solution focused and partner with organizational leaders to align their business objectives and achieve incredible business results
- Identify and lead efforts on recognizing and implementing additional revenue opportunities through a variety of customer experience models
- Analyze and build a commission/plan structure with executive leadership to properly incentivize CSMs while focusing on critical and successful efforts around retention
- Identify, created and continuously evaluated retention models for forecasting and overall business strategy
- Cross-Functional Leader: Executive Leadership, Sales, Support, Client Services, Engineering and Product
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Director of Customer Success
PeopleFluent & Reflektive
01.2021 - 07.2022
- Led the North America Customer Success team responsible for 300+ customers and $36million in revenue along with the Reflektive Customer Success team
- Rebuilt and restructured the PeopleFluent team from an account management and financial focus to a strategic partnership focused on retention
- Managed the North America CSM team focused on driving strategic engagement activities that ensured long term success
- Identified engagement playbooks to shift the culture and customer expectation of day-to-day activities to focus on strategic partnership and business outcomes
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
Senior Manager, Customer Success
Reflektive
06.2020 - 12.2020
- Promoted to Senior Manager, Customer Success
- Led the Strategic Customer Success Team, which was responsible for partnering with top revenue customers to ensure that they receive the maximum value from Reflektive’s solutions
- Designed and implemented strategies and processes to measure and track customer value and health
- Identified engagement playbooks to shift the culture of day-to-day role to focus on strategic partnership with Customers
- Lead, manage and mentor a team of CSMs who advise and enable customers to achieve their goals with Reflektive
- Served as the voice of the customer within Reflektive by sharing customer requirements, challenges, and successes cross-functionally
- Forecasting and identifying risk and churn analysis
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Principal, Customer Success
Reflektive
12.2019 - 06.2020
- Manage and advocate for all top customers within the Reflektive strategic customer success model including retention strategies, customer health assessment and adoption/optimization strategies
- Designed and implemented strategies and processes to measure and track customer value and health
- Served as the voice of the customer within Reflektive by sharing customer requirements, challenges, and successes cross-functionally
- Worked with the Senior leadership team to launch a strategic customer success model for top customers focused on customer experience, adoption, business outcomes and ROI
- Utilized customer feedback to inform changes and improvements to customer success plans
- Created customer support strategies to increase customer retention
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics
Senior Manager, Customer Value
HireVue
12.2017 - 12.2019
- Promoted into a leadership role building out a new team at HireVue
- Build a new revenue stream to help drive value realization that could scale to all customers
- Led and day-to–day oversight of consulting engagements focused on optimizing customer results with HireVue and ensuring maximum value realization through improved adoption, operational efficiencies, enhanced candidate experience, ROI, & change management.
- Built a pricing model and sales projection for the new revenue stream
- Led the enablement and selling strategy with the sales, services and customer success team and operationalizing an approach for scale
Senior Professional Services Consultant
HireVue
11.2016 - 12.2017
- Promoted into a senior role to serve as the lead on implementation, training and deployment e orts for HireVue largest clients
- Worked with Fortune 50 customers and beyond on long-term complex implementations
- Ensured that customer implementations are successful and meet customer needs and revenue positive
- Serve as lead in onboarding customers through complex implementations
- Serve as project manager communicating the implementation plan and process, Develop and provide collateral, enablement and training to support the project goals, working closely with internal and external teams, leveraging best practices, and ultimately focus on change managementServe as team lead on onboarding and training new consultants to the organizationBuilt and maintained enablement model for all professional services methodologies
Professional Services Consultant
HireVue
11.2012 - 11.2016
- Launched the Professional Services team and built out implementation methodology with senior management
- Initial role included building out a scalable services model to meet targets such as time -to-value and reach early adoption targets
- Served as the lead on implementation, training and deployment efforts for HireVue clients. Ensuring that customer implementations are developed strategically, timely and client needs and business objectives are met
- Primary responsibilities included: collaborating with clients, communicating the implementation plan and process, developing and providing collateral and training to support the project goals, working closely with internal and external teams, leveraging best practices, and ultimately focus on change management
Physician Staffing Consultant
Vista Staffing
02.2012 - 11.2012
Consultant
Brolly Arts
08.2011 - 06.2012
Director of Gift Management & Stewardship
Westminster College, Salt Lake City, UT
03.2006 - 02.2012
Development Coordinator
Westminster College, Salt Lake City, UT
10.2004 - 03.2006
Annual Fund Coordinator
Westminster College, Salt Lake City, UT
02.2004 - 10.2004
Development & Marketing Specialist
University of Utah
04.1999 - 01.2004
Education
Masters of Arts - Community Leadership/NonProfit
Westminster College
2009 - 2012
Bachelor of Science - Psychology & Communication
Westminster College
1993 - 1997
Skills
Strategic Leadership
Growth Strategies
Customer Retention
Team Performance
Client Experience
Strategic Consulting
Change Management
Coaching and mentoring
Strategic planning
Solution selling
Analytical problem solver
Strategic account development
Business development and planning
Account management
Review of contracts
Accomplished manager
New Business Development
Sales presentations
Systems and software programs
Accomplishments
Dream Team Award, 2019
HireVue Achievers Club, 2017
HireVue Team Member of the Year, 2014
Timeline
Director of Customer Success
PeopleFluent & Reflektive
01.2021 - 07.2022
Director of Customer Success
Reflektive
12.2020 - 02.2023
Senior Manager, Customer Success
Reflektive
06.2020 - 12.2020
Principal, Customer Success
Reflektive
12.2019 - 06.2020
Senior Manager, Customer Value
HireVue
12.2017 - 12.2019
Senior Professional Services Consultant
HireVue
11.2016 - 12.2017
Professional Services Consultant
HireVue
11.2012 - 11.2016
Physician Staffing Consultant
Vista Staffing
02.2012 - 11.2012
Consultant
Brolly Arts
08.2011 - 06.2012
Masters of Arts - Community Leadership/NonProfit
Westminster College
2009 - 2012
Director of Gift Management & Stewardship
Westminster College, Salt Lake City, UT
03.2006 - 02.2012
Development Coordinator
Westminster College, Salt Lake City, UT
10.2004 - 03.2006
Annual Fund Coordinator
Westminster College, Salt Lake City, UT
02.2004 - 10.2004
Development & Marketing Specialist
University of Utah
04.1999 - 01.2004
Bachelor of Science - Psychology & Communication
Westminster College
1993 - 1997