Heidi Oliver
Yukon,Oklahoma
Summary
Dedicated and results-oriented professional with over 17 years of combined experience in customer success, education, and leadership roles. Proven track record as a Customer Success Director, guiding teams to deliver exceptional client satisfaction. Extensive background as a Customer Success Manager ensuring customer retention and growth. Prior 10-year career as a dedicated teacher, honing strong communications and interpersonal skills. Adept at fostering client relationships, driving organizational success, and delivering value-driven solutions.
Overview
16
16
years of professional experience
Work History
Customer Success Director
Imagine Learning
2022.01 - 2023.09
- Successfully managed two regional customer success territories that includes 12 direct reports, 9 states, and 85 million in revenue.
- Held one-on-one meetings with team members to identify customer hurdles and offered insight into best remedy.
- Identified success department was missing new hire onboarding plan and took action to create and implement new onboarding plan for all new CSM hires.
- Created customer onboarding forms to help CSM teams collect information from customers when they purchased products.
- Collaborated cross-functionally with internal team departments to maintain consistent message and experience and to improve outcomes and processes for our customers.
Customer Success Manager
Imagine Learning
2017.08 - 2022.01
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics which resulted in growing revenue.
- 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.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established strong relationships with district and state level administrators that led to successful implementations with expansion of account revenue.
- Successfully grew a territory with expansions over 2 million dollars and was awarded the company Top Net Renewal Award for 2020 Renewal and Expansions.
Teacher
Piedmont Public Schools
2012.08 - 2017.08
- Details available upon request.
Professional Development Network Trainer
Canadian Valley Technology Center
2012.08 - 2015.05
- Educated clients on proper use of products and systems.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Created presentations, group discussion questions, videos, and lectures to instruct participants in a variety of ways.
Teacher
Putnam City Public Schools
2010.08 - 2012.05
- Details available upon request.
Teacher
Hooker Public Schools
2007.08 - 2010.05
- Details available upon request.
Education
Bachelor of Science - Education
Southwestern Oklahoma State University
Weatherford, OK12.2006
Skills
Leadership Skills
- Flexible, trustworthy, empathetic, communicate effectively, give and receive feedback, actively listen, patient, problem solver, strategic thinking, delegate, resolve conflict tactfully, manage time wisely, maintain consistency, adaptability, conflict resolution, time management
Technology Skills
- Churnzero, Gainsight, Netsuite, Zendesk, Microsoft Office, Google Suite, Slack, Smartsheet, BOX, Zoom, Loom, Lessonly, Calendly, CANVA, PowerBi
Timeline
Customer Success Director
Imagine Learning
2022.01 - 2023.09
Customer Success Manager
Imagine Learning
2017.08 - 2022.01
Teacher
Piedmont Public Schools
2012.08 - 2017.08
Professional Development Network Trainer
Canadian Valley Technology Center
2012.08 - 2015.05
Teacher
Putnam City Public Schools
2010.08 - 2012.05
Teacher
Hooker Public Schools
2007.08 - 2010.05
Bachelor of Science - Education
Southwestern Oklahoma State University
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