Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
Generic

Taylor O'Shea

Richmond,KY

Summary

Dynamic leader and contributor with a proven track record, adept at driving customer retention and expansion through strategic vision and data-driven decision-making. Excelled in enhancing customer advocacy, engaging with executive management, and fostering team development. Achieved significant customer satisfaction, ensuring over a 55% cost reduction in key projects. Skilled in leadership and strategic planning.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Account Director

Relationship One
Remote, USA
01.2025 - 09.2025
  • Executed an effective sales plan to achieve revenue targets and product and segment revenue growth priorities.
  • Developed strong channel partner relationships as the primary source of new sales opportunities and collaborated in pursuing and closing those opportunities.
  • Identified and pursued additional opportunities through a combination of inbound lead follow-up, outbound campaigns, outbound contacts, and contact and reference selling.
  • Led our account teams in account planning and account management activities, consistent with our processes.
  • Collaborated with the internal account team to ensure effective exchange of information and execution of sold projects.
  • Developed and presented proposals to succinctly demonstrate how Relationship One will deliver the desired solutions and outcomes.

Manager, Customer Success

Planview, Inc.
Remote
01.2024 - 01.2025
  • Led a high-performing team of Customer Success Managers (CSMs) to ensure customer satisfaction, reduce churn, and increase product adoption, leading to an improved customer experience and stronger customer retention.
  • Drove customer success outcomes by proactively identifying opportunities to increase product value, resulting in increased renewal rates, upsell/cross-sell opportunities, and customer expansion.
  • Develop and execute customer success strategies, ensuring alignment with broader company goals and key stakeholders (Sales, Services, Customer Care) to drive customer optimization, adoption, and value realization.
  • Implemented a structured customer journey program, increasing customer satisfaction, and improving customer lifecycle outcomes.
  • Created and deployed customer success best practices, enhancing both customer engagement and internal collaboration to maximize Planview's strategic value across all portfolios.
  • Worked closely with senior leadership (CCO, VP, and Director-level) to analyze and report on key customer success metrics, including renewal rates, ARR growth, customer retention, upsell rates, and customer behavior, ensuring data-driven decision-making.
  • Utilized Gainsight to monitor and analyze customer health metrics, driving improvements in adoption and customer engagement through targeted strategies and data-driven insights.
  • Forecasted retention risks and coached CSMs on effective risk mitigation strategies, ensuring proactive issue resolution, and early identification of at-risk accounts.
  • Served as an escalation point for customer issues, ensuring swift resolution, and the prevention of future challenges by anticipating potential problems.
  • Championed the voice of the customer in internal planning and decision-making processes, providing feedback and insights to inform product and service offerings.
  • Collaborated with cross-functional teams to lead initiatives aimed at enhancing customer value propositions, improving overall customer experiences, and engaging senior-level customer stakeholders.
  • Managed team performance through regular goal setting, performance reviews, and resource allocation, driving the development and career growth of team members.
  • Oversaw the recruitment, hiring, and training of new team members, ensuring the team is equipped with the right skills to meet customer needs and achieve organizational goals.

Customer Success Manager

Planview, Inc.
Remote
10.2021 - 12.2023
  • Responsible for ensuring the success, ongoing retention, and customer value achievement for a portfolio of Planview customers.
  • Partnered with customers to understand their obstacles and strategic vision in order to build a success plan that would enable them to reach desired, expected business outcomes, and objectives.
  • Helped customers achieve solution adoption, and ensured ongoing retention and growth to expand our digital footprint.
  • Worked cross-functionally within Planview to proactively bring solutions that help customers enable their Planview solutions to achieve desired outcomes.
  • Maintained strong partnerships with all Planview team members to foster a collaborative and team-focused approach to customer success.
  • Effectively used internal tools and processes to keep management and internal teams informed of customer status, health, and retention forecast.
  • Identified expansion opportunities for both product types and license usage.

Customer Service Manager

TOPS Products
Lexington, USA
02.2019 - 10.2021
  • Oversaw a remote team, comprised of team leads and customer service representatives, to ensure a seamless workflow.
  • Drove overall improvements in KPIs by assessing team performance.
  • Determined training needs and assisted in training sessions according to requirements to enhance skills and company productivity.
  • Provided top-notch customer experience by effectively driving employee engagement and culture throughout the organization.
  • Handled member escalations and issues as needed, while complying with rules and regulations.
  • Delivered clear direction and documentation on performance management to achieve goals.
  • Recruited, trained, and developed customer experience teams to excel in attaining objectives.
  • Rendered expertise in leveraging multiple applications, such as Zendesk and Salesforce, to meet scope.
  • Improved overall performance of the team, including member satisfaction through coaching and performance management.
  • Relocated the office after the company filed for bankruptcy and decreased the rent by almost 70%.
  • Restructured the workflow during tax season to ensure no disruption in service to the regular customer base during that time period.
  • Maintained productivity while decreasing headcount from 17 to 7 CSRs by managing out performance queries.

Manager, Customer Advocacy

CDK Global
Seattle, USA
03.2016 - 04.2018
  • Administered a team of account advocates that delivered website account management, online website marketing services, and search engine optimization services to customers.
  • Coached and mentored team members to implement integrated and strategic marketing plans, while aligning with dealership goals and automotive manufacturer focuses.
  • Oversaw account performance, quality of delivery, and process improvement efforts to deliver on department fiscal goals.
  • Delivered weekly feedback to senior management on the team’s performance, such as challenges, opportunities, and forward-thinking ideas.
  • Delivered consistent, increased dealer engagement each month in all key performance indicators (KPIs) following selection as manager of the automobile manufacturing client program across 500+ dealers.
  • Developed, staffed, and managed a team of retention specialists that served as part of a special project funded to uncover the core reasons customers discontinue using services.
  • Worked with sales on corporate initiatives, and product teams on product launches and updates in a fast-paced environment.
  • Liaised with cross-functional leaders on multiple teams to refine delivery channels, service levels, and procedures to continuously enhance every customer experience.

Manager, Digital Advertising

CDK Global
Seattle, Washington
11.2014 - 03.2015
  • Managed a team of digital advertising specialists, including on-site and remote members, emphasizing performance optimization of digital cross-channel media, involving paid search, contextual display, retargeting, and mobile content.
  • Positioned digital advertising product offerings' value and business development initiatives for several digital advertising teams, including GM, Volkswagen, MINI, Lexus, and Hyundai.
  • Conducted training to ensure knowledge alignment with new products, program launches, processes, systems, and tools.
  • Oversaw the execution of over $20 million in the annual advertising budget.
  • Attained business goals, provided ROI and KPI metrics to management and dealers, and held DAs accountable to meet KPIs for the book of business, while adhering to company standards.

Education

Master of Arts - Organizational Management

University of Phoenix
Phoenix, AZ

Bachelor of Science - Justice Studies

Arizona State University
Tempe, Arizona

Skills

  • Customer Success
  • Customer retention and expansion
  • Strategic Vision
  • Data-Driven Decision Making
  • Customer Advocacy and Voice
  • Executive and Senior Management Engagement

Certification

  • SAFe Agilist (SA) 6.0

Websites

Timeline

Account Director

Relationship One
01.2025 - 09.2025

Manager, Customer Success

Planview, Inc.
01.2024 - 01.2025

Customer Success Manager

Planview, Inc.
10.2021 - 12.2023

Customer Service Manager

TOPS Products
02.2019 - 10.2021

Manager, Customer Advocacy

CDK Global
03.2016 - 04.2018

Manager, Digital Advertising

CDK Global
11.2014 - 03.2015

Master of Arts - Organizational Management

University of Phoenix

Bachelor of Science - Justice Studies

Arizona State University

Similar Profiles

CREATE PROFILE