ASHLEY L. NICHOLSON

*** ******** ***** ***** 443-***-****

York, PA 17402 ac1t8b@r.postjobfree.com

CUSTOMER SUCCESS DIRECTOR

A top-performing customer service director credited with combining human relations, marketing and client success expertise to deliver world class customer service in highly competitive business markets. Strong expertise in process development and implementation as well as training and staff development. Highly accomplished in managing remote teams and seeking to utilize experience within a remote workforce. AREAS OF EXPERTISE

Customer Success

CRM Software Systems

Strategic Planning/Analysis

Industry Networking

Employee Development

Competitive Intelligence

Problem Resolution

Program Development

Staff Training

Key Metrics

Process Development

Social Proficiency

KEY SKILLS ASSESSMENT

STRATEGIC KEY ACCOUNTS PERFORMANCE – Develop and implement strategic and tactical platform avenues to develop and retain key clients and ensure satisfaction. TERRITORY MANAGEMENT – Committed to building internal teams through the exchange of knowledge, experience, and goal sharing to optimize strategies and drive sales. PROFESSIONAL EXPERIENCE

1-PAGE, S an Francisco, CA (Remote) 2016-Present

Customer Success Marketing Manager

● Project manage phased deployments for Fortune 500 accounts to completion.

● Develop deep relationships with all of the stakeholders (internal and external).

● Inspire corporate recruiting teams to think and work differently (better).

● Tackle various projects related to scaling a state of the art SaaS based Client Services program.

● Act as the customer diplomat and guide the roadmap of our product and engineer teams.

● Assist with the renewal process (annual).

● Create product collateral, including website content, solution briefs, case studies, demonstrations and presentations.

● Educate internal teams on our solutions, key messages and terminology, target buyers and competitors

● Develop messaging and positioning for 1-Page products and services.

● Hold meaningful business reviews to prove value and return on investment, uncovering opportunities for growth and creating strong relationships .

● Internal advocate for customers, liaising with colleagues in the development, support and QA teams to ensure their satisfaction.

● Engage with our customers via multiple channels; phone, email, marketing, events, webinars.

● Mitigate churn by implementing strong success plans .

● Proactively monitor renewal risk factors such as product usage, customer satisfaction, training needs and other activities to proactively engage clients in increasing usage. Ashley L. Nicholson

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SLING, INC., R eykjavik, Iceland (Remote) 2016-2016 Director of Client Success

● Created dashboards to measure Customer Success.

● Standardized the “Success Plan” for customers.

● Built strong internal relationships and collaborated cross-functionally to drive market readiness,sales handoffs, customer marketing, training actions, services deployment, and effective support.

● Ensured Customer feedback is communicated internally to enable ongoing improvement of Sling products and services

HUMANITY, INC., S an Francisco, CA (Remote) 2013-2016 Director/Manager of Client Success

● Managed remote Client Success Team of approximately 35 staff, located across multiple countries.

● Created and documented sales processes for onboarding handoff.

● Oversaw post-sale success of customers through onboarding, retention and renewal platforms, with focus on clients of $50 MRR and higher.

● Successfully upsold $1 million (65%) of B2B clients.

● Established 100% of Client Success Team from scratch, including at risk programs that retained 80% of clients from churning.

● Created and implemented processes for escalations team to improve customer satisfaction.

● Developed and executed cross-department training, which trains up to 100 staff members on client success strategies.

● Established return on investment documents and training materials to ensure that customers receive maximum value from their investment.

● Maintained and documented NPS survey tool and Top Box for client interaction surveys.

● Identified and presented customer success factors, metrics for success, issues and problem resolution recommendations to senior management.

● Acted as liaison between product & engineering teams and served as “voice of the customer” feedback to ensure value for solutions.

● Developed and implemented metrics for success and key performance indicators.

● Partnered with product team on solution design.

● Collaborated with VP of Client Success to design, develop, train and implement processes for the entire company, consisting of 6 teams and divisions outside of Client Success.

● Created and executed multiple customer programs, such as: Best Practice sessions, Marketing Campaigns and webinars that resulted in attendance rates of 90% and up to 840+ attendees.

● Assisted VP of Client Success and COO in forecasting churn and expansion platforms, where churn was 2.15% or less.

● Accomplished a 98% success rate on support related calls.

● Developed and implemented training programs for the top 5 largest clients that totaled approximately

$800k ARR.

NICHOLSON HOUSEHOLD, York, PA 2001-Present

Operations Manager

● Organize, facilitate and execute strategic plans for 5 people.

● Participate on multiple committees within the PTA for the Dallastown Area School District.

● Maintain comprehensive schedules, records and manage all related financials. Ashley L. Nicholson

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PHH ARVAL, S parks, MD 2001-2006

Enterprise Account Manager

● Fostered long-lasting relationships with key stakeholders and customers.

● Oversaw solution deliveries based on customer requirements.

● Tracked, analyzed and forecasted key account metrics. EDUCATION & TRAINING

Bachelor of Arts in Business Management

PENNSYLVANIA STATE UNIVERSITY S tate College, PA 2005 Associate of Arts in Sales and Marketing

YORK TECHNICAL INSTITUTE Y ork, PA 2003

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