Summary
Overview
Work History
Education
Skills
Timeline
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Laura Frolick

Aurora,CO

Summary

Senior Strategy & Planning Leader Effective, strategic leader with extensive experience in Compliance, Operations, SaaS, Talent Management, consulting, and professional services leadership. Focused, hands-on team-builder with the ability to motivate, encourage and empower cross-functional and multi-level resources through excellent communication and strategic visions ensuring project and operational success.

Overview

10
10
years of professional experience

Work History

CUSTOMER SUCCESS EXECUTIVE MANAGER

FirstDigital
Denver, CO
01.2022 - Current
  • 85% renewal rate
  • Manage and oversee team of 3 CSM's
  • Prepare variety of different written communications, reports and documents
  • Manage account portfolio of $155m
  • Accomplishments:
  • Developed and implemented Customer Success Manager Framework
  • Worked cross-functionally to clearly define, implement and communicate sales operations roles and responsibilities
  • Maintained strategic partnerships with top-tier customers
  • Drove operational improvements which resulted in savings and improved profit margins

BUSINESS ANALYST MANAGER

Cisco Systems
Denver, CO
01.2017 - 01.2022
  • Worked cross functionally with Business and Information Security leadership to identify business gaps within the Security and Trust Organization and executed cohesive security strategies
  • Implemented product security plans and resolved complex business issues for key stakeholders
  • Facilitated security consulting engagements and shared best practices with customers
  • Assisted the global security team with resource planning for future growth
  • Accomplishments:
  • Influenced leadership to make internal compliance information available to customers by providing an on-demand online portal
  • Worked proactively with the Data Privacy Office on creating Data Privacy Sheets providing customers 24/7 access and educated customers on source of data access and data location.
  • Managed team of employees, overseeing hiring, training and professional growth of employees
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor

CUSTOMER AUDIT/STRATEGIC INITIATIVES LEAD

Cisco Systems
Denver, CO
01.2012 - 01.2017
  • Supported account teams, to implement customer audits and identify gaps through audit activities, documentation and artifact requests, vulnerability analysis, and remediation
  • Coordinated audit requests between auditors and system teams
  • Engaged SMEs to support the clearinghouse team, driving risk surveys to closure
  • Created and distributed internal process documents and maintained the Customer Audit Calendar
  • Managed a team of 3 customer analysts
  • Accomplishments:
  • Identified gaps in internal and customer business processes and drove change across Cisco by optimizing processes
  • Implemented the first customer audit process that was leveraged by all team members regardless of their expertise
  • Influenced senior leadership to implement new data access controls and implemented new services for customers.

Education

Bachelor of Arts - Psychology

California State University East Bay
Hayward, CA
05.2008

Skills

  • Strategic Planning
  • Data Analytics
  • Process Improvement
  • Complex Problem Solver
  • Compliance Operations Management
  • Program/Project Management
  • Leadership/Stakeholder Engagement
  • Training/Mentoring
  • Empathic Leader
  • Renewal Opportunities
  • Inventory Control Processes
  • Client Interactions
  • Contact Management Systems

Timeline

CUSTOMER SUCCESS EXECUTIVE MANAGER

FirstDigital
01.2022 - Current

BUSINESS ANALYST MANAGER

Cisco Systems
01.2017 - 01.2022

CUSTOMER AUDIT/STRATEGIC INITIATIVES LEAD

Cisco Systems
01.2012 - 01.2017

Bachelor of Arts - Psychology

California State University East Bay

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Laura Frolick