KRISTA ACHEY
Audubon
Summary
Dynamic Vice President of Client Success driving revenue growth through innovative client engagement strategies. Proven track record of achieving 95% client retention and a world-class NPS score of 92, resulting from effective leadership and continuous improvement initiatives across global teams.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Vice President of Client Success
Alloyed
Marlton
07.2016 - Current
- An instrumental part of the global Alloyed's leadership team providing guidance on the strategic direction of the company. In addition to directly serving our clients, I have created numerous quantitative measurements that allow Alloyed to continuously monitor and improve our operations in the U.S., Bangladesh, the Philippines, and El Salvador. I oversee a global team of Client Success Managers who provide high-touch support to our partner organizations, while directly managing the organization's most high-profile accounts.
- Led development of client success strategies to enhance service delivery, achieving 95% client retention through tailored service solutions.
- Elevated client retention by designing and implementing bespoke service strategies tailored to client needs.
- Spearheaded initiatives that enhanced client retention and satisfaction, driving substantial revenue growth.
- Achieved $6.5 million in upsell services in 2025.
- Direct a global team focused on client growth and revenue increase. Collaborate with cross-functional teams to resolve client issues, resulting in measurable improvements in service quality.
- Analyzed client feedback to drive continuous improvement, leading to a world-class NPS score of 92 in June 2026.
- Developed innovative client engagement methods to enhance satisfaction. that significantly increased overall client satisfaction.
- Led crisis management team through a five-day internet outage that impacted all clients.
- Drove process improvement by creating, implementing, and monitoring company-wide SOPs that enhanced operational consistency.
Director of Client Success
SEBPO
Cherry Hill
07.2012 - 07.2016
- Focused on account satisfaction and growth, maximizing revenue and client loyalty through strategic initiatives. Transformed the organization's perceived role from a vendor to a partner by delivering excellence in deliverables, communication, and transparency. Provide guidance, training, and oversight to off-shore teams working on behalf of my clients' success.
- Drove the adoption of scalable customer success strategies, positioning SEBPO for future growth.
- Analyzed client feedback to tailor services, boosting retention by 30%.
- Created SOPs to refine client interaction protocols, directly elevating customer satisfaction.
- Enhanced operational workflows, improving service delivery efficiency.
- Implemented CRM tools to improve client engagement and streamline operational processes.
Account Manager
SEBPO
Audubon
07.2011 - 07.2012
- Fostered strong client relationships, resulting in increased client retention at SEBPO.
- Monitored and analyzed account metrics to inform strategic decisions at SEBPO.
- Analyzed client data to refine account strategies, improving client satisfaction.
- Eager to master new skills and technologies to drive team success.
Strategic Account Manager
Valassis Communications
Newark
07.2005 - 07.2011
- Cultivated key accounts and secured new clients, boosting territory sales significantly.
- Led initiatives that drove growth in strategic accounts through focused leadership.
- Exceeded sales goals and developed new accounts, contributing to overall success of assigned territory.
Education
Bachelor of Science -
Thomas Jefferson University
Philadelphia, PASkills
- Customer relationship management
- Client retention strategies
- Customer engagement strategies
- Project management
- Crisis management
- Problem solving and data analysis
- Team building and training
- Problem solving and data analysis
- Salesforce, Google for Business, Microsoft Office proficiency
- Communication and governance
- Salesforce, Google for Business, Microsoft Office proficiency
Certification
- IAB Digital Ad Operations Certified from the IAB
- Associate Certified Outsourcing Professional (aCOP) from the IAOP
Accomplishments
- Dale Carnegie Leadership Award
Timeline
Vice President of Client Success
Alloyed
07.2016 - Current
Director of Client Success
SEBPO
07.2012 - 07.2016
Account Manager
SEBPO
07.2011 - 07.2012
Strategic Account Manager
Valassis Communications
07.2005 - 07.2011
Bachelor of Science -
Thomas Jefferson University