Haley Huyck

Hired to build out a renewals and deals desk across 3 different business units. Responsible for designing and implementing the renewal program across customer base.

• Built and launched phase 1 auto-renewal program within first 60 days of hire.
• Launched price increase program resulting in 130% attainment in first quarter since hired.
• Executed reorg resulting in teams being aligned to new customer segmentation and improved forecast accountability/accuracy.

As the leader of Wrike’s global renewal organization, I was responsible for overseeing all aspects of company gross retention across Wrike’s portfolio of 17K customers and $203 million ARR. My role reported to the Chief Customer Officer in the CRO organization, ensuring accountability and alignment with the company’s strategic objectives.

• Spearheaded remarkable growth during tenure: Elevated multi-year renewals from almost 0% to 30% (~3.4M ARR per month), renewal price increase from 0% to 28% (~$250K ARR per month)
• Created AOP plan and managed to department budget
• Developed capacity and engagement model
• Achieved notable cost-to-serve improvements through automation and increasing rep efficiency
• Served as a strategic liaison between departments to formulate a cohesive Go-To-Market strategy, fostering collaboration between CSM, Sales, PS, Finance, Legal, etc
• Elevated renewal organization from back office to strategic business function through cohesive strategy, enablement programs, new incentive plans, and executing on my strategic vision for the organization
• Led successful project to transition Wrike’s customer base to a new SKU set over a year’s time, skillfully mitigating substantial churn risk while ensuring sustained customer satisfaction
• Achieved a remarkable reduction in best case forecasted churn of -$14.5M to -$360K actual churn
• Pioneered the development of a comprehensive forecasting motion, yielding enhanced visibility and control
• Assumed full ownership of board-level gross retention forecast
• Consistently drove process improvement throughout Sales, CSM, and Renewals
• Guided and managed org through a total of three successful acquisitions throughout my tenure.

Led Wrike’s North American renewals org, with mandate to transform the Renewals motion. Overachieved targets in gross retention, net new price increase ARR, multi-year renewals, and sourced opportunities.

• Achieved 107.6% of renewal rate target across tenure
• Designed and executed a global automated renewal program, enabling seamless and timely renewals with uplift while eliminating the need for human touch
• Orchestrated team expansion while optimizing cost to serve through the successful establishment of an outsourcing model
• Designed and executed a contractor program leveraging a team based in Manilla
• Led and directed the global customer-facing COVID response, encompassing concessions, amend and extend program, retention impact management, and customer communications.

Ownership of the North American renewals and expansion function, while providing some oversight of sales development initiatives during my tenure.

• Advanced renewal motion from rudimentary to robust by playing a key role in Salesforce setup, implementation of activity tracking (Outreach), and formulation of a comprehensive renewal strategy
• Owned the expansion Sales target for North America and consistently exceeded target
• Extensive trade show expertise, averaging one event per month
• Experienced in booth management, lead generation, and delivering live software demos and presentations.

Consulted with 4 tech start ups on business development strategy, spanning cloud, information governance, disaster recovery, and e-commerce domains

• Provided expertise in lead generation resulting in consistently exceeding lead targets for all clients
• Crafted compelling client messaging through effective AB testing via targeted calls and email outreach to potential customers
• Highly skilled in cold calling, prospecting, and list building
• Created and delivered reports on outcomes with weekly readouts for clients’ executive teams.