Hi, I’m
Whitney Burchill
Customer Success Director - Enterprise
Spanish Fork,UT
Summary
Encouraging team member, leader and analytical problem-solver with talents for team building, showing value, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success through both hitting quantifiable targets as well as ensuring quality delivery in my interactions both internally and client facing. Dedicated to applying skills to help both the business and customer grow and improve.
Overview
8
years of professional experience
3
years of post-secondary education
2
Languages
Work History
PodiumLehi, UT
Customer Success Director - Enterprise Accounts
02.2022 - 12.2022
Job overview
- Conducted quarterly and executive business reviews with Enterprise accounts to show ROI and drive value..
- Monitored customer utilization metrics and developed actionable insights to improve efficiency and performance of Podium's platform within customers' organization.
- Maintained positive customer relations by being proactive with clients, addressing problems head-on and implementing successful corrective actions.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Consistently hit growth and net retention numbers to grow the ARR of my book of business.
PodiumLehi, UT
Customer Success Manager - Strategic Accounts
02.2020 - 03.2022
Job overview
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Monitored metrics and developed actionable insights to improve efficiency and performance within their business by using Podium to it's full potential.
- Created strategies with clients to best tackle support issues and to increase customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Consistently hit growth and net retention numbers to grow the ARR of my book of business.
PodiumLehi, UT
Customer Success Manager - Prime Accounts
07.2018 - 03.2020
Job overview
- Helped innovate methods to be able to reach all clients within my book of business (300-500 accounts) to deliver quality touchpoints and monthly calls.
- Held the record for highest growth and net retention on the SMB Customer Success team.
- Delivered expert support and counsel to my clients to ensure best ROI with Podium.
- Onboarded clients in a timely manner and helped them see value instantly.
- Worked cross-functionally with product and support to create better processes for client feedback.
- Worked with my sales counterparts to best tackle growth opportunities and grow the ARR of my clients.
- Advocated for the Customer to help them feel supported and assisted at any stage of their partnership with Podium.
PodiumLehi, UT
Product Support Specialist
11.2017 - 07.2018
Job overview
- Held highest customer satisfaction rate on the Support org.
- Maintained top rep consistently for most chats and calls taken from clients.
- Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
- Analyzed and applied technical information from conversations with product, customer success and integrations teams.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
Wells FargoProvo, UT
Bank Teller Team Lead
12.2015 - 11.2017
Job overview
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Coached team members on how to provide top service skills.
- Learned banking software and how to be most effective and avoid error.
NovaradAmerican Fork, UT
ADM Manager
10.2012 - 02.2014
Job overview
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Coached team members on elevator pitch and how to be efficient on calls.
- Ran cold calls myself to set up our field reps with a demo of PACS and RIS software's with Radiology directors.
- Recruited and hired top performers to add talent and value to department.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Onboarded new employees with training and new hire documentation.
Education
Utah Valley UniversityOrem, UT
from Psychology
01.2015 - 08.2017
Skills
Client service optimization
Timeline
Customer Success Director - Enterprise Accounts
Podium
02.2022 - 12.2022
Customer Success Manager - Strategic Accounts
Podium
02.2020 - 03.2022
Customer Success Manager - Prime Accounts
Podium
07.2018 - 03.2020
Product Support Specialist
Podium
11.2017 - 07.2018
Bank Teller Team Lead
Wells Fargo
12.2015 - 11.2017
Utah Valley University
from Psychology
01.2015 - 08.2017
ADM Manager
Novarad
10.2012 - 02.2014
Similar Profiles
FARAZ MUNIRFARAZ MUNIR
Sales Development Representative at PodiumSales Development Representative at Podium
Kevin DixKevin Dix
Commercial Account Executive at PodiumCommercial Account Executive at Podium
BRADLEY J. FRANDSENBRADLEY J. FRANDSEN
Expansion Account Executive at PodiumExpansion Account Executive at Podium
Melissa DavisMelissa Davis
Customer Success Manager at PodiumCustomer Success Manager at Podium
Tanner HuntsmanTanner Huntsman
Site Supervisor at Spanish Fork Parks and RecreationSite Supervisor at Spanish Fork Parks and Recreation