Sheila Werch
STILLWATER,MN
Summary
A charismatic and strategic leader, skilled in the development and execution of long-term tactical plans. Innovative thinker, anticipating trends and business objectives to streamline operations, key metrics, and performance. Recognized for human resource initiatives, employee development, and servant leadership. Proficient in employee and process improvements. Adept at customer success and people management. Skilled in collaboration and the development of performance standards, ensuring objectives move deep within the organization. Approachable yet accountable leadership style that is both inclusive and motivational.
Overview
15
15
years of professional experience
Work History
Inovalon, Inc.
Minneapolis
04.2019 - 08.2022
Senior Manager, Customer Success
Minneapolis, MN
02.2021 - 08.2022
- Hired, trained, mentored, and led a team of 13 Customer Success Managers focusing on a results-oriented culture and mindset.
- Key member of executive-level escalation team managing strategies and tactics for de-escalating customer accounts and at-risk accounts, resulting in a 92.4% retention rate.
- Cultivated key customer relationships, increasing revenue by (percent or dollar amount) through the reinforcement of contractual agreements and negotiation of out-of-scope fees.
- Organized project teams delivering value to the customer base by providing excellence of service with a (percent) decrease in complaints.
- Worked directly with cross-functional internal and external teams, creating and delivering marketing and sales initiatives, ensuring positive customer experience by proactively managing and growing customer relationships simultaneously.
- Acted as the first point of contact for customer training, data conversion, and problem-solving.
- Created and implemented concepts, processes, and policies to dramatically reduce credit requests and pay-outs, improving retention, increasing revenue, and reducing loss by $1M in year one of implementation.
- Partnered with stakeholders, communicating trends and opportunities for growth, and participated in risk management activities.
Customer Success Manager
02.2020 - 02.2021
- Hired, trained, and managed a team of 11, focusing on company goals and vision.
- Built lasting relationships with a broad base of clients across vertical markets by ensuring steadfast, proactive, and reactive customer support.
- Analyzed customer feedback to identify trends and recommend strategic improvements for product features.
- Implemented customer success metrics to track performance and inform decision-making strategies.
- Fostered relationships with key stakeholders to align customer needs with business objectives.
- Collaborated with sales to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
Enterprise Customer Success Manager
04.2019 - 02.2020
- Managed and retained $5M in revenue, performing as an individual contributor.
- Improved application upgrade rates by 5% through successful marketing of product upgrades to existing clients.
- Conducted online training sessions for new clients and led the onboarding process to ensure a success rate of 92%+.
- Strategized on new business and expanded footprint into existing accounts, resulting in increased sales and renegotiated contracts.
- Generated analytical utilization reports to influence renewal business and drive user adoption.
Manager, User Adoption and Training
Pinnaca (formerly Video Guidance)
Minneapolis, MN
12.2007 - 03.2019
- Managed, led, and mentored a global team of 6, ensuring top-of-the-line customer service and the best-in-class delivery of services.
- Led global company to market, developing and implementing End User Training and Adoption policies/processes for use across all business segments, resulting in streamlined communication and a better customer experience.
- Globally-developed and delivered quality training experiences to Customer End Users, resulting in faster customer adaptation by (percent), adoption, and improved ROI by (percent or dollar amount).
- Authored and created Basic and Customized End-User Manuals for Cisco, LifeSize, and Polycom Video Systems and Video Software, along with other applications and systems, including (but not limited to) Extron, Barco ClickShare, and PEXIP, which were used in customer Training sessions as well as ongoing support.
- Created post-training surveys and developed delivery methods, which led to greater customer satisfaction reporting with a satisfaction rate of 90%+.
- Established Global Visual Communications Best Practices for numerous applications, resulting in 100% faster adaptation and successful adoption.
- Developed and created Training Policies and Processes for Video Communications organizations, impacting customer experience.
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Developed strategic initiatives that improved client satisfaction and service delivery.
Education
Bachelor of Arts - Speech, Communication and Rhetoric with a Minor in Social Work
Minnesota State University, Mankato
Mankato, MN12.1992
Some College (No Degree) - General Studies
St. Catherine University
Saint Paul, MNSkills
- Customer Service Expertise
- Customer Retention
- Organizational change management
- Process Improvement
- Project Management
- Customer Relationship Management
- Collaboration
- Presentations
- Customer centric
- Management
- Negotiation and conflict resolution
- Strategic planning
- Leadership
- Microsoft Office: Word, Excel, Outlook, PowerPoint, Access, SharePoint
- Adobe Creative Suite: Illustrator, Photoshop, InDesign
- Accounting Software: Salesforce, QuickBooks
- Social Media: Facebook, Instagram, Twitter, LinkedIn, TikTok
- Communication Software: Slack, Google Chat, MS Teams
- File Sharing Software: OneDrive, Google Docs
Websites
Timeline
Senior Manager, Customer Success
02.2021 - 08.2022
Customer Success Manager
02.2020 - 02.2021
Inovalon, Inc.
04.2019 - 08.2022
Enterprise Customer Success Manager
04.2019 - 02.2020
Manager, User Adoption and Training
Pinnaca (formerly Video Guidance)
12.2007 - 03.2019
Some College (No Degree) - General Studies
St. Catherine University
Bachelor of Arts - Speech, Communication and Rhetoric with a Minor in Social Work
Minnesota State University, Mankato