Heidi Gerlich
Bluffdale,UT
Summary
Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Cornerstone Ondemand Inc.
08.2025 - Current
- Fostered customer relationships through regular communication and tailored support strategies.
- Implemented onboarding processes, enhancing customer engagement and satisfaction levels.
- Analyzed customer feedback to identify trends, driving product improvements and service enhancements.
- Led cross-functional initiatives to streamline account management and optimize client outcomes.
Sr. Learning Administration (CSOD)
SAI360
08.2021 - Current
- Administered certification programs, ensuring that employees met required standards for their roles within the organization.
- Created a library of educational resources available to all staff members at any time as part of an ongoing self-directed learning initiative.
- Evaluated training program effectiveness, making continuous improvements based on feedback and performance metrics.
- Streamlined the onboarding process for new hires, resulting in reduced time to productivity.
- Managed my client's data, email communication, analytics, and projects within the LMS (Cornerstone on Demand).
LMS Product Manager
SAI360
08.2021 - 08.2025
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
- Analyzed metrics to measure product performance.
- Maintain third party vendor contract to optimize services brought to clients.
- Introduced new features to our sales team to increase revenue with new and existing clients.
Advanced Technical Support (Strategic Partners)
Cornerstone Ondemand Inc.
01.2020 - 08.2021
- Managed multiple high-priority tasks simultaneously while maintaining exceptional attention to detail and accuracy.
- Assisted customers via phone, email, ticket platforms (Salesforce, Jira) providing detailed explanations regarding product features or functionality.
- Collaborated with cross-functional teams to address system-wide issues and improve overall performance.
- Maintained high-quality service standards by consistently meeting or exceeding performance metrics.
- Met with strategic clients weekly to discuss current outages and upcoming roadmap features.
Customer Service Supervisor
NetflixCS
01.2015 - 01.2020
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
Education
Diploma of Medical Assisting - Medical Assisting
Broadview University
West Jordan, UT06-2012
High School Diploma -
Southpointe High School
Sandy06-2003
Skills
- KPI Tracking
- Product Strategy
- Product Lifecycle Management
- Teamwork and Collaboration
- Prioritization and Execution
- Cross Functional Leadership
- Data Analytics
- Timeline Management
- Salesforce, Jira, Gemini
- Troubleshooting and QA
- Technical Support
- Vendor Management
- Customer account management
- Customer relationship building
- Customer retention
- Client relations
- Customer advocacy
- Strategic planning
- Account management
- Customer relations
- Client service optimization
- Training and mentoring
- Revenue growth
Certification
Learning (Expert) - Cornerstone OnDemand
Core (Expert) - Cornerstone OnDemand
Compensation (Specialist) - Cornerstone onDemand
Learning Experience Platform - Cornerstone onDemand
Performance (Expert) - Cornerstone onDemand
Recruiting (Expert) - Cornerstone onDemand
Timeline
Customer Success Manager
Cornerstone Ondemand Inc.
08.2025 - Current
Sr. Learning Administration (CSOD)
SAI360
08.2021 - Current
LMS Product Manager
SAI360
08.2021 - 08.2025
Advanced Technical Support (Strategic Partners)
Cornerstone Ondemand Inc.
01.2020 - 08.2021
Customer Service Supervisor
NetflixCS
01.2015 - 01.2020
High School Diploma -
Southpointe High School
Diploma of Medical Assisting - Medical Assisting
Broadview University