Summary
Overview
Work History
Education
Skills
References
Additional Information
Work Availability
Timeline
BusinessDevelopmentManager
TANNER PHILLIPS

TANNER PHILLIPS

Heber City,Utah

Summary

I am a highly accomplished senior leader of Customer Experience (CX) professionals, renowned for successfully establishing and cultivating programs and teams from inception. With over 19 years of extensive experience in customer success, training, consulting, and overall customer experience, I bring a wealth of expertise to drive organizational excellence. Throughout my career, I have had the honor of managing and mentoring diverse, high-performing teams. These teams consistently deliver exceptional support, guidance, and advocacy to our valued customers, operating seamlessly across various regions and industries.

Overview

19
19
years of professional experience

Work History

SR. MANAGER, CUSTOMER SUCCESS

KENECT
Pleasant Grove, UT
04.2023 - 11.2023
  • Strategic Turnaround: Recruited to revitalize the underperforming Emerging Markets
  • Customer Success teams
  • Team Leadership: Managed the Legal & Specialty Retail Customer Success teams
  • Retention Resuscitation: Elevated retention from 65% to nearly 88%
  • Account Recovery: Elevated at-risk account save rate from below 30% to over 65%
  • Performance Transformation: Identified weaknesses in low-performing CSMs, implementing targeted 1-on-1 coaching and mentorship, resulting in their transformation into top performers in just 3 months
  • Business Optimization: Reorganized the $7M+ Book of Business, fostering specialization within verticals, increasing CSM ownership, and boosting average customer health scores by 20-30%
  • Operational Efficiency: Overhauled onboarding process, reducing go-live time from 45 days to an average of 10 days
  • Customer Consultation Enhancements: Redesigned executive strategy call and business review process and deliverables for improved efficiency
  • Record-Breaking Achievements: Achieved consecutive monthly records for At-Risk Saves saving 78 accounts valued at over $250K ARR in the past 2 months alone
  • Consistent Excellence: Set records for demos set and completed for three consecutive months
  • Innovative Events: Established and managed a weekly Call Blitz event, significantly increasing demos set, business reviews scheduled, and renewal confirmations completed
  • Team Expansion: Successfully grew the team by hiring new CSMs and promoting 2 managers from within, providing career growth opportunities for existing team members
  • Performance Enhancement Programs: Contributed to the creation of a Performance
  • Scorecard and Career Lattice, empowering CSMs to be intentional about their career development
  • Overall Transformation: Rescued and revitalized the Emerging Market teams, turning them into some of our highest-performing CSM's.

DIRECTOR, PARTNER ENABLEMENT, TRAINING & CERTS

NETDOCUMENTS
Lehi, UT
03.2020 - 08.2022
  • PARTNER ENABLEMENT, TRAINING & CERTIFICATIONS
  • Built a new partner enablement and certification program, NetDocuments University from the ground up
  • Built and managed high-performing teams of Instructional Designers and Trainers
  • Regularly presented to large audiences at conferences, events, and on-camera
  • Awarded "Team of the Year" twice in 2019 and 2021
  • Developed curricula and content for Sales Enablement Programs, Trainers, Implementers
  • Migration personnel, and Toolkit certification
  • Implemented a new Learning Management System (LMS) and managed over 5,000 users
  • Identified and addressed problems related to partner turnover by revamping training approaches.

SR. MANAGER, CUSTOMER SUCCESS - ENTERPRISE & STRAT

NETDOCUMENTS
Lehi, UT
11.2017 - 03.2020
  • CUSTOMER SUCCESS - ENTERPRISE & STRATEGIC ACCOUNTS
  • Built the CSM program from the ground up
  • Maintained a 98% retention rate for the past 4 years
  • Led a team that upsold over $1 million in 2019, with a personal contribution of $580K
  • Increased ARR with user expansion by $858K in 2018, with a personal contribution of $450K
  • Exceeded CSM Quota by over 103% every quarter for over 2 years
  • Led the team to win "Team of The Year" in 2019
  • Built an end-user training program from scratch & consulted hundreds of end-users in face-to-face and on-demand training sessions all over the country
  • Promoted to Director of Partner Enablement, Training & Certifications

MANAGER CUSTOMER EXPERIENCE

ADOBE
Lehi, UT
05.2015 - 01.2017
  • Designed and implemented a new attrition mitigation process for a team of 20+ renewal specialists, identifying risks up to 6 months earlier, leading to the mitigation of millions of dollars of yearly attrition
  • Identified customer experience pain points through interviews with customers and internal
  • Subject Matter Experts (SMEs), coupled with data analysis
  • Defined detailed requirements for improvement initiatives, aiming to enhance customer satisfaction and minimize attrition
  • Coordinated efforts with solution teams to develop action plans and success criteria for improvement initiatives
  • Regularly presented progress and improvements to senior departmental leadership.

CUSTOMER SUCCESS RENEWAL SPECIALIST

ADOBE
Lehi, UT
04.2013 - 05.2015
  • Helped to build team from the ground up
  • Exceeded quarterly targets for bookings, on-time renewals, and overall renewals by 104% of quota
  • Increased annual renewals from 72% to over 84% in the first year
  • Negotiated SaaS renewals directly with customers, managing a book of business consistently in the tens of millions of dollars per quarter
  • Negotiated high-dollar contracts with complex terms, conditions, and considerations, navigating market conditions and client dispositions for optimal terms
  • Identified expansion opportunities for additional revenue through upselling and cross-selling
  • Identified customer requirements, uncovered roadblocks, and demonstrated strong account management and commercial capabilities to drive renewals to on-time closure.

SR. MANAGER, CUSTOMER SUCCESS

DIGITAL, GATEWAY
Provo, UT
01.2005 - 04.2013
  • Team Contribution: Built a new high-performing team that exceeded company goals by over $1.2 Million, contributing to year-end revenues of $3.3 million in 2011
  • Sales Excellence: Consistently exceeded monthly sales goals by over $25,000 on average, showcasing a commitment to consistent high performance
  • Customer Satisfaction Leadership: Maintained the highest Customer Satisfaction (CSAT) scores among customers on the team, highlighting a dedication to exceptional service

Education

Bachelors - Digital Media & Web Design / Business Marketing

UTAH VALLEY UNIVERSITY

Skills

  • Building from the Ground Up
  • People Manager
  • Forecasting & Business Analysis
  • Risk Mitigation
  • Cross-functional Team Leadership
  • Evangelist of Company Values & Culture
  • Mentorship & Coaching
  • Customer Relationship Management (CRM)
  • Taking ownership
  • Skilled presenter
  • Consulting
  • Highly technical & a fast learner
  • Effective Communicator
  • Strategic problem solver
  • Adaptability
  • Failing fast & pivoting to what works
  • Hiring & Recruitment

References

References References available upon request.

Additional Information

  • f36dc2e-c664-4ff2-a3d6-8b06b65112d5

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

SR. MANAGER, CUSTOMER SUCCESS

KENECT
04.2023 - 11.2023

DIRECTOR, PARTNER ENABLEMENT, TRAINING & CERTS

NETDOCUMENTS
03.2020 - 08.2022

SR. MANAGER, CUSTOMER SUCCESS - ENTERPRISE & STRAT

NETDOCUMENTS
11.2017 - 03.2020

MANAGER CUSTOMER EXPERIENCE

ADOBE
05.2015 - 01.2017

CUSTOMER SUCCESS RENEWAL SPECIALIST

ADOBE
04.2013 - 05.2015

SR. MANAGER, CUSTOMER SUCCESS

DIGITAL, GATEWAY
01.2005 - 04.2013

Bachelors - Digital Media & Web Design / Business Marketing

UTAH VALLEY UNIVERSITY

Similar Profiles

CREATE PROFILE
TANNER PHILLIPS