Heather Forst
Costa Mesa,California
Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Summary
Performance-driven Vice President with 16 years of experience driving strategic partnerships, fostering client relationships, and delivering value-driven solutions. Proven expertise in leading cross-functional teams and delivering exceptional results by aligning business objectives with client needs. Recognized for the ability to cultivate long-lasting partnerships and build high-performing teams.
Overview
18
18
years of professional experience
Work History
Vice President, Client Success Operations
MPulse Mobile
11.2022 - Current
- Played a critical role as an executive team member, providing strategic input and guidance to support overall business goals and objectives and driving important initiatives to successful outcomes.
- Spearheaded the implementation of new project management software across the organization, cutting project lead times by 28% and improving efficiency.
- Successfully led the implementation of a time-tracking software initiative, recovering $1 million in yearly client revenue loss and positioning the organization as a leader in delivering value to clients.
- Took the lead on M&A initiatives, aligning staff and processes with the core business and ensuring successful integration of acquired companies, resulting in enhanced growth and profitability.
Associate Vice President, Client Success
MPulse Mobile
07.2021 - 11.2022
- Led organizational growth efforts through strategic recruitment, collaboration with sales on key accounts, and support of critical strategic projects.
- Built strong relationships with top healthcare accounts, generating $18M in annual revenue and maintaining near-zero churn rates for five consecutive years.
- Achieved an impressive 36% growth across the business book by leveraging data analysis, market insights, and cross-functional collaboration.
- Mentored and coached a high-performing team of client operations professionals to drive exceptional account retention, growth, and contract renewal results.
Director, Strategic Accounts
mPulse Mobile
01.2018 - 07.2021
- Led and managed a high-performing team of National Account Executives, driving exceptional results and exceeding business goals
- Generated $5.4M in annual revenue by building strong relationships with top healthcare accounts and positioning the organization as a trusted partner
- Achieved an impressive 36% growth across a book of business by developing and executing strategic plans to capitalize on market opportunities
- Drove existing client growth by developing and executing strategic business plans, providing strategic guidance, and building "Trusted Advisor" relationships
National Director, Healthcare Accounts
mPulse Mobile
01.2014 - 01.2018
- Led monthly and quarterly strategic account reviews
- Managed business relationships of top healthcare accounts, delivering $1.7m in annual revenue
- Near zero churn for three consecutive years
- Grew revenue for marquee clients by 600%
- Demonstrated an unwavering commitment to customer service and adding new customers while maintaining excellent service levels with existing accounts.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
National Account Executive - Retail & Agency
MobileStorm
01.2012 - 01.2014
- Developed strong relationships with customer executives, managed sales pipeline, negotiated contracts, and served as the primary point of escalation for account issues
- Managed and reviewed revenue forecasts weekly or daily as required
- Oversaw analysis and resolution of billing discrepancies
- Conducted employee performance audits regularly and as needed
- Oversaw maintenance and updating of client communication logs.
Director, Agency Business Development
MobileStorm
01.2009 - 01.2012
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Established departmental performance goals and provided feedback for underperforming areas.
Senior Sales, Digital Marketing
MobileStorm
01.2006 - 01.2009
- Created prospect rapport by approaching leads and cultivating strong business relationships through sales.
- Developed relationships with high-profile clientele by successfully employing sales techniques.
- Managed entire sales lifecycle for strategic accounts.
- Prospected leads, scheduled meetings, and converted targets into customers
Education
BBA - Business
Chapman University
Orange, CAMBA - Business
University of Southern California
Los Angeles, CA2024
Skills
- Salesforce
- Intervention Strategies
- Negotiation and Persuasion
- Staff Training
- Process Improvement
- Executive Leadership
- Build Revenue Streams
- Deal Structuring
- Portfolio Management
- Budget Oversight
- Leadership and People Development
- Process Optimization
- Okrs and KPIs
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Vice President, Client Success Operations
MPulse Mobile
11.2022 - Current
Associate Vice President, Client Success
MPulse Mobile
07.2021 - 11.2022
Director, Strategic Accounts
mPulse Mobile
01.2018 - 07.2021
National Director, Healthcare Accounts
mPulse Mobile
01.2014 - 01.2018
National Account Executive - Retail & Agency
MobileStorm
01.2012 - 01.2014
Director, Agency Business Development
MobileStorm
01.2009 - 01.2012
Senior Sales, Digital Marketing
MobileStorm
01.2006 - 01.2009
BBA - Business
Chapman University
MBA - Business
University of Southern California
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