Summary
Overview
Work History
Education
Skills
Affiliations
Websites
Accomplishments
Timeline
Generic
Shea Shatto

Shea Shatto

Rockwall

Summary

Dynamic senior leader with a strong focus on partner planning and customer management. Expertise in implementing KPIs and driving business growth, resulting in enhanced performance and significant revenue increases across multiple segments.

Overview

11
11
years of professional experience

Work History

Sr. Director, Referral Partners

Employ Inc
Denver
07.2022 - Current
  • Oversaw three individual team members, with goals of $2.6 million in new business revenue and $5.4 million in pipeline goals for 2025.
  • Managed 150 ongoing partnerships in total while recruiting large, strategic relationships in the HR Tech industry.
  • Rolled out a new KPI program for tracking individual team member metrics in order to better measure their success.
  • Launched the Partner Sponsorship program for our Annual SKO, raising over $20K.

Vice President of Customer Success

Webgility, Inc.
Scottsdale
01.2019 - 07.2022
  • Meet partnership revenue quota by supervising channel sales team and strategic partners.
  • Devise and execute organizational strategies as well as develop key performance indicators (KPIs).
  • Identify and secure innovative business opportunities and introduce development strategies based on existing market and competitor research.
  • Direct mid-management and respective teams to steer 50 employees' activities, such as customer success/marketing functions, channel sales, and implementation/support operations.
  • Drive business growth by overseeing various organizational activities, including operations management, strategic partnership/retention, product adoption, and revenue growth.
  • Enhance overall performance by steering customer success, implementation, and support teams.
  • Optimized new bookings by 20% month over month by building a successful partnership with Intuit.
  • Decreased churn rate for SMB customer base from 2% to under 1%.

Director of Customer Success

Webgility, Inc.
Scottsdale
01.2019 - 12.2019
  • Administered customer success, partner, and support teams across US and India.
  • Monitored multiple tasks related to logo/net retention, expansion revenue, budget, KPIs, and headcount planning.
  • Built great leaders and provided structure to customer success teams.
  • Led implementation team to manage multiple tasks and drive performance excellence.
  • Transformed less experienced staff into successful leaders with hands-on management style and coaching abilities.
  • Maximized process efficiency by developing effective processes and procedures for diverse teams.
  • Streamlined support processes by implementing & utilizing Service Cloud, while improving resolution time and CSAT.

Director of Client Success

Nextiva
Scottsdale
01.2015 - 01.2019
  • Deployed retention plans, conducted customer/partner contract negotiations, and identified growth opportunities for new sales and current customers.
  • Developed training curriculum as well as individual career path plans by determining needs and directing the team.
  • Executed mentorship program for long-serving employees to elevate leadership skills.
  • Led mid-management and respective teams to manage 70 employees' operations related to client success (direct/channel segments), customer relations (transactional customer service), administrative assistants, and CS training team.
  • Oversaw various organizational functions, such as customer service, channel/direct sales, product development, and marketing support functions.
  • Augmented and maintained $150M in annual revenue by leading skillful teams.
  • Decreased customer churn by 50% and achieved retention goals.

Sr. Manager - Client Success

Nextiva
Scottsdale
12.2014 - 12.2018
  • Directed team of 10 employees as manager and two teams of 18 employees as Sr. Manager.
  • Arranged one-on-one meetings with team members and deployed team performance plans to develop key performance indicators and achieve set goals.
  • Provided feedback to team members regarding quality assurance reports and calls.

Channel Account Manager

Nextiva
Scottsdale
12.2014 - 12.2018
  • Managed a portfolio of 300 accounts and utilized upselling techniques.
  • Provided effective solutions to customers by managing escalations through collaborations with other teams.
  • Promoted to management position by achieving retention and upselling goals, preparing training material, and coaching other team members.

Education

Master of Arts - Counseling

The University of Texas at San Antonio
San Antonio, TX
01.2013

Bachelor of Science - Psychology

Texas A&M University
College Station, TX
01.2011

Skills

  • Customer Success & Partner Planning
  • Partner & Account Management
  • Revenue Growth
  • Management
  • Contract Negotiation
  • Business Growth & Strategy
  • KPI development

Affiliations

  • Member of Advisory Board, UC Irvine
  • Pulselocal Chapter Leader

Websites

Accomplishments

  • Managed over 5K customers with $9M annual revenue base at Webgility as well as managed $150M in annual revenue at Nextiva respectively.
  • Met service-level agreements (SLA) targets and maximized 100% customer satisfaction score and 100% net retention.
  • Introduced a new hire onboarding and training process to cut onboarding time by 50% for the CS team.
  • Facilitated Nextiva's rapid growth by enhancing headcount by 4X of client success team during tenure.

Timeline

Sr. Director, Referral Partners

Employ Inc
07.2022 - Current

Vice President of Customer Success

Webgility, Inc.
01.2019 - 07.2022

Director of Customer Success

Webgility, Inc.
01.2019 - 12.2019

Director of Client Success

Nextiva
01.2015 - 01.2019

Sr. Manager - Client Success

Nextiva
12.2014 - 12.2018

Channel Account Manager

Nextiva
12.2014 - 12.2018

Master of Arts - Counseling

The University of Texas at San Antonio

Bachelor of Science - Psychology

Texas A&M University

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