Erin Wicks
Boise,Idaho
Summary
Experienced in leading high performing teams, executing successful retention initiatives and ability to capitalize on market opportunities to drive revenue, profit and growth.
Overview
26
26
years of professional experience
Work History
Director, Professional Services
Kount, An Equifax Company
09.2021 - Current
- Lead the Professional Services team with overall responsibility in driving new revenue, service opportunities and retention across Customer-base
- Positive profitability and growth in 2021 (125%) and 2022 (119%) YOY
- Managed relationships with executive sponsors and key client team members at required levels in organization.
- Retention of existing customer renewals in 2021/2022/2023 (to-date) by increasing platform optimization, reducing fraud impact and exceeding service levels
- Subject Matter Expert for Kount team when pitching service offerings
- Work closely with Sales, Customer Success, Marketing, Product, Engineering and HRBP teams to ensure strong internal cross-functional relationships and move forward customer needs
- Created an expert-level, high performing team through consistent feedback, professional development and coaching techniques
- Developed operationally efficient processes to tackle increased workload, absorbing need for new hires while maintaining a positive work/life balance
- Deep technical & data knowledge with strong ability to take complex information and communicate easily to customers & internal stakeholders
- 2022 CNP (Card Not Present) Award for Best Managed Solution offering (Customer Choice) awarded to the Kount Professional Services team
Director, Partner Operations
PartnerHero
03.2021 - 08.2021
- Oversight of Business Process Outsourcing (BPO) service teams (100+ FTE's) in Honduras & Philippines who work with start-up SaaS/e-commerce companies
- Responsible for building revised shared teams support model and led the project migration/consolidation to single service hub in Manila
- Accountable for all hiring for shared teams within a global people first focus
- Responsible for process improvement initiatives specific to data sourcing, financial reporting, workforce management and quarterly budgets
Sr. Client Success Manager
Kount, An Equifax Company
02.2019 - 03.2021
- Manage top tier e-commerce brands across U.S., EMEA & APAC
- Transferred to Enterprise Level CSM within first 9 months of hire
- Manage over $7 million book of business for enterprise
- Exceeded quarterly business objectives at 102% (2019) & 105% (2020)
- Accountable for customer platform integrations, trainings & data analytics
- Assisted customers with onboarding, product setup, training and data analytics to foster successful adoption and usage
- Established strong relationships with key customers, resulting in increased customer loyalty.
Vice President, Client Success
Firepoint
02.2018 - 12.2018
- Responsible for client retention & client journey touchpoints
- Used market insights to capitalize on key business opportunities for new advantageous partnerships.
- Led development of strategic marketing plans to raise awareness and drive sales growth.
- Moved seamlessly from strategic, innovative and big picture perspective to finest details and delivered operational success.
- Implemented churn reduction program reducing by 3% over 5 months
- Stakeholder for Salesforce.com initiatives across enterprise
- Strategic planning, development & growth plans (FY19/20/21)
- Early-stage startup with venture capitalist oversight experience
Sr. Director, Market Operations
Evolent Health
11.2016 - 02.2018
- Imbedded resource for St. Luke's Health Partners (subsidiary of SLHS)
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities
- Responsible for integration of SaaS platform across ACO business
- Deep understanding of population health, data analytics and clinical operations
- Optimized operational processes using analytics tools to address client-specific metrics
- Market leader for risk adjustment activities, both prospective/retrospective
- Strong business relationships with c-suite, executives & medical directors
Senior Service Leader
Paylocity
01.2016 - 11.2016
- Launched new Boise office; tripling structure to 80+ FTE's
- Responsible for retention of strategic clients across west coast territory
- Accountable for all recruiting, coaching and mentoring team
- Development of staffing and forecasting across 3 service centers (IL, FL ID)
- Cross-team project member for Salesforce rollout
Director, Client Engagement
Verity Solutions
05.2014 - 01.2016
Sr. Director
Hospital Insurance Sales, Vizient
05.2014 - 01.2016
Director, Client Success
Healthwise
06.2004 - 10.2013
Sales & Marketing Executive
United Heritage
06.2004 - 09.2013
Manager, Client Services
SAFECO Insurance
03.1998 - 10.2003
Education
Bachelor of Science - Parks, Recreation & Tourism
University of Utah
Salt Lake City, UT06.1995
Skills
- Negotiation and Conflict Resolution
- Client Development and Retention
- Change Management
- SaaS Technology Experience
- Salesforce Platform
- Employee Coaching and Mentoring
- Performance Tracking and Evaluations
- Collaborate Cross-Functionally
Timeline
Director, Professional Services
Kount, An Equifax Company
09.2021 - Current
Director, Partner Operations
PartnerHero
03.2021 - 08.2021
Sr. Client Success Manager
Kount, An Equifax Company
02.2019 - 03.2021
Vice President, Client Success
Firepoint
02.2018 - 12.2018
Sr. Director, Market Operations
Evolent Health
11.2016 - 02.2018
Senior Service Leader
Paylocity
01.2016 - 11.2016
Director, Client Engagement
Verity Solutions
05.2014 - 01.2016
Sr. Director
Hospital Insurance Sales, Vizient
05.2014 - 01.2016
Director, Client Success
Healthwise
06.2004 - 10.2013
Sales & Marketing Executive
United Heritage
06.2004 - 09.2013
Manager, Client Services
SAFECO Insurance
03.1998 - 10.2003
Bachelor of Science - Parks, Recreation & Tourism
University of Utah