Robyn Ellicson
VINOVEST – Global Investment Platform
Milwaukee,WI
17
years of professional experience
Executive customer experience and operations leader who builds scalable post-sale infrastructure in high-growth and complex service environments. Proven ability to transform reactive service models into structured, retention-driven lifecycle engines. Strategic partner to Product and Operations leadership, aligning customer insight with business outcomes. Experienced remote leader focused on reducing escalation volume, increasing operational clarity, and building systems that scale.
Work History
Head of Client Relations
2 Years 1 Month- Lead customer experience and service operations within a scaling, remote-first organization
- Re-architected workflows to reduce recurring escalations and strengthen retention
- Transitioned team from reactive case handling to structured lifecycle ownership
- Partner cross-functionally to resolve systemic friction impacting revenue and trust
- Develop team capability in structured problem-solving and operational accountability
Customer Success Manager
3 Years- Managed complex client portfolios while identifying operational gaps impacting satisfaction
- Standardized onboarding and servicing frameworks to improve consistency and efficiency
- Reduced escalation frequency through root-cause analysis and documentation systems
- Delivered actionable customer insights to leadership influencing operational decisions
Retention Specialist
1 Year- Built repeatable retention frameworks from high-volume cancellation interactions
- Identified churn drivers and influenced lifecycle messaging improvements
- Increased customer lifetime value through systemic friction reduction
Project Manager / Event Operations
11 Years- Directed multi-market operational programs requiring complex stakeholder coordination
- Built scalable execution frameworks supporting simultaneous large-scale initiatives
- Reduced operational risk through structured planning systems
North American Event Logistics Manager
8 Years- Oversaw multi-region logistics strategy and execution
- Standardized vendor communication and scheduling processes
- Improved reliability and scalability of operational delivery
Education
Bachelor of Science - Psychology
Bachelor of Science - Speech-Language Pathology
Skills
Customer Lifecycle & Retention Strategy
Operational Scale & Process Architecture
Escalation Reduction & Root Cause Resolution
Cross-Functional Leadership
Remote Team Development
Onboarding & Implementation Optimization
Systems & Workflow Design
Salesforce | HubSpot | Zendesk | Retool | Stripe
Notion | Google Workspace | Slack | Zoom | Microsoft 365
Claude | Gemini | DeepSeek | Midjourney | Figma
Timeline
Head of Client Relations
VINOVEST – Global Investment Platform
01.2024 - 02.2026Read More
Customer Success Manager
VINOVEST – Global Investment Platform
01.2021 - 01.2024Read More
Retention Specialist
BRIGHT CELLARS – Subscription Platform
01.2020 - 01.2021Read More
North American Event Logistics Manager
HD SPECTRUM
01.2010 - 01.2018Read More
Project Manager / Event Operations
SPINN DOCTORS, LTD.
01.2009 - 01.2020Read More
Bachelor of Science from Speech-Language Pathology
Read More
Bachelor of Science from Psychology
Read More