Dynamic leader with proven track record of successfully managing projects and initiatives and achieving desired business objectives. Skilled in developing and executing strategies, managing budgets and resources, and leading cross-functional teams. Consistently produces tangible outcomes that exceed expectations.
Hi, I’m
Theresa J. Rice
Customer Success Leader
Denver,CO
Summary
Overview
10
years of professional experience
Work History
Dynatrace
Global Program Director
05.2021 - Current
Job overview
- Dynatrace, SaaS provider of application monitoring services
- Work across the Global Dynatrace One organization and other business units to oversee the strategic development, implementation, and continuous improvement of the customer success relationship management programs such as Health, Risk Mitigation, NPS, Customer Advocacy and Business Review Process
- Develop, implement, and ideate on all facets of relationship management while evaluating and measuring effectiveness for continuous improvement
- Leverage the Totango Platform to track performance and metrics
- Refocused the Customer Journey map and Stages to align to the primary business objectives
- Delivered a Global Success Planning and Review Process to drive consistency around goal setting and meaningful time to value discussions with customers
- Rolled out a Low Touch digital delivery process, with a pooled resource group and campaigns to drive customers to our channels and identify usage risks
- Created a Health Scoring process, based on weighted dimensions by cohort and success plays to mitigate risk early
- Building a Customer Advocacy approach for the organization to include a reference program and product advisory.
- Provided ongoing direction and leadership for program operations.
- Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
- Communicated regularly with stakeholders, updating on progress to build support for program.
Beamery
VP Of Customer Success and Support
10.2021 - 04.2022
Job overview
- Restructured the support organization to a revenue center offering preferred value to our customers
- Created customer enablement function which provide mechanisms to accelerate customer adoptions through persona driven learning paths
- Built a foundation for Customer Advocacy to include references and customer health
- Launched Catalyst as the CSM platform for success plays and measures as the CSM system of record.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales and product teams to address customer success objectives.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Jobvite
VP of Accounts and Customer Success
03.2021 - 10.2021
Job overview
- Primary objective was to shift team to focus on revenue growth while delivering customer intimacy
- Established a Customer Journey Playbook to drive consistency of process and to upskill team competencies and skills
- Churn Recovery Strategy deployment to include success plays, competitive playbooks, data management, usage, and contractual strategy
- Crafted a Renewals Playbook to address auto-renewals, lift, add favorable terms and conditions and eliminating out clauses
- Achieved 107% of plan in first 120 days
- Maintaining a 90% renewal rate.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Defined clear targets and objectives and communicated to other team members.
Successfactors, Inc.
RVP of Cloud Customer Engagement
07.2013 - 03.2021
Job overview
- Established a culture of excellence while defining the best practices to relationship management of cloud customers to include lifecycle, tools, and metrics to measure success
- Achieved highest Employee Engagement score of 95% in the entire SAP organization for leadership trust
- Grew Western Region by $20M in 2020! Achieved the region of the Year award
- Established career path including competencies to improve and innovate experiences which resulted in a structured the new hire onboarding program, online collaboration site to share content, a consistent new hire profile, and a defined career path for the engagement executive role
- Other work experience in HR and SAAS: Global VP of Delivery, Talent, Business Partner, HRIS, , HR Communications, Recruiter, Solution Advisor, Customer Success
- Promoted business retention and growth by providing direction and monitoring team performance.
Education
Cleveland State University
Bachelor's degree from Organizational Communication
University Overview
Erickson International Coaching
Coaching Certificate from Executive And Career Coach
04.2021
University Overview
Skills
- Dependability and Cooperation
- Program Leadership
- Partnership Development
- Program Operations
- Customer Service
- Compliance Management
- Performance Quality Assurance
- Staff Hiring and Evaluations
- Strategic Planning
- Strategic Leadership
- Program Improvements
- Budget Administration
- Organizational Leadership
- Director Collaboration
- Global Leadership
- Global Thinking
- Global Solutions
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Timeline
VP Of Customer Success and Support
Beamery
10.2021 - 04.2022
Global Program Director
Dynatrace
05.2021 - Current
VP of Accounts and Customer Success
Jobvite
03.2021 - 10.2021
RVP of Cloud Customer Engagement
Successfactors, Inc.
07.2013 - 03.2021
Cleveland State University
Bachelor's degree from Organizational Communication
Erickson International Coaching
Coaching Certificate from Executive And Career Coach
Similar Profiles
Galina DvoretskayaGalina Dvoretskaya
Head of Observability Experience, Senior Director at DynatraceHead of Observability Experience, Senior Director at Dynatrace
Rory ToddRory Todd
Enteprise Acquisition, Account Manager at DynatraceEnteprise Acquisition, Account Manager at Dynatrace
Anton CataldoAnton Cataldo
Sr. Delivery Consultant at DynatraceSr. Delivery Consultant at Dynatrace
Jake WagmeisterJake Wagmeister
Majors Account Executive at DynatraceMajors Account Executive at Dynatrace
UMA MAHESWARA PALLEUMA MAHESWARA PALLE
Software Engineer at CiscoSoftware Engineer at Cisco