Create a Customer Experience that drives loyalty and revenue.
I help companies create and improve their customer experience to drive retention and expansion. I work with companies from the Seed Stage through Series C leveraging my extensive experience to ensure every user achieves their goals with as little friction as possible.
Onboarding & User EnablementReusable implementation plan to reduce time to first value. Training and learning assets for every user type.
Adoption & Value AttainmentCustomer journey mapping with stage exit criteria. Detailed playbooks to ensure consistency. Health tracking strategy for risk mitigation.Delivering Exceptional SupportSupport process creation and issue tracking. Process integration setup with Engineering and Product for issue escalation and customer feedback.Churn MitigationIn-depth analysis of contraction and churn to find root causes and build an action plan to reduce and eliminate. Examples
Team CoachingHelping each CS and Support person maximize their impact on customers through coaching and mentoring.Measuring what MattersDefine and capture all of the CS and Support key metrics needed to track customer progress, team productivity, and the customer experience.