Customer Success Experience

Lance Elicker

*****.*******@*****.*** 317-***-**** Murrells Inlet, SC 29576

Summary

A process-oriented Customer Advocate with experience in building high-performing Customer Success Teams at multiple stages of business, from Start-up to mature enterprises. Experienced in creating programs to engage customers, reduce churn, and generate pipeline growth through existing customers.

Skills

●People leader

●CS program facilitator

●Revenue generator

●Upsell/Cross-Sell

●Customer Delight

●Servant Leader

Experience

Zoominfo Waltham, Massachusetts

Director, Customer Success

7/2022- Current

PowerDMS (NEOGOV) Orlando, Florida

Director, Customer Success PowerDMS

10/2020 - 7/2022

●Lead Mid-Market Team

●Team of 50 (4 managers, 4 team leads, 42 CSMs)

●Manage 220mm ACV across 2500 Customers

●Reconstructed CSM go to market motion

●Lead Gainsight implementation project

●Managed a portfolio of 16 products

●Restructured underperforming team

●Scaled a team of 8 CSMs to 14

●40mm in ARR

●2.37% churn rate

●68 NPS Score

●Restructured CSM team into four segments based on ARR and retooled the Customer Experience per segment.

●Integrated 3 new software products via acquisition into the CSM playbook.

●Established upsell/cross-sell playbooks for all CSMs, 116% net retention.

●Added 4 new product segments through acquisition

ABBYY Charlotte, NC

Head of Support Americas

03/2020 - 10/2020

●Promoted from the CS team to run a failing Americas support organization due to a hiring freeze from Covid

●Charged with converting the support organization from a traditional tiered support model to a swarming collaborative model

●Coordinate 15 support engineers (remote team in Russia and Ukraine) to resolve customer tickets and enhance the customer experience

●Increased CSAT from 74% to 83%

ABBYY Charlotte, NC

Enterprise Customer Success Manager

01/2020 - 03/2020

●Built out Customer Success engagement playbook

●Personally managed 25 Fortune 500 organizations through purchase to nurture

●I was offered a promotion to Head of Support for Americas

Ephesoft Inc. Irvine, CA

Director Customer Success

10/2017 - 01/2020

●Built Ephesoft’s Customer Success Program from the ground up

●Lead the transition from an on-premise perpetual license model to a SaaS-based subscription service

●Responsible for 10mm in ARR

●Churn reduction of 8% increasing renewals from 83% to 91%

●Responsible for the launch of the following

●NPS Program

●Customer Advisory Board

●User Group and Community Forum

●Customer Journey Map

Van Ausdall & Farrar Indianapolis, IN

Director of Professional Services

05/2016 - 10/2017

●Responsible for all aspects of solution delivery from Pre to Post-Sale

●Supported 15 sales professionals, including the scope of work writing/approval, proposal building/estimates, and project management

●Managed team of 3 PS consultants in the areas of Content Management, Document Capture, and Managed Services

●Secured and managed strategic partnerships with industry-leading software applications

Enoch Office Baltimore, MD

Director of Professional Services

11/2013 - 05/2016

●Responsible for successful deployment of software applications to customers

●Managed a team of deployment and configuration consultants

●Managed relationships with partner and vendor applications

●Wrote scope of work documents for deployment

Notable Solutions Rockville, MD

Channel Partner Manager

11/2010 - 11/2013

●Develop solid and long-lasting relationships with all Notable Solution partners in the Xerox Channel

●Drive business by supporting all sales efforts, including sales/technical training, trade shows, and customer presentations

●Exceeded revenue targets each year by over 10%

Toshiba Business

Account Executive

06/2007 - 11/2010

●Managed geographic territory of York and Adams Counties -Over 100% to a quota -Salesperson of the month for three months -Supported sales team for software solutions

Education and Training

Harvard Leadership Training Remote

Leadership Certificate in Leadership

01/2008

Centro De Educacion Bilingue International Guyaquil Ecuador

Foreign exchange program to learn Spanish and experience a new culture. Played soccer at a professional level with EMELEC U-20 Development Team (professional soccer team located in Guayaquil, Ecuador.)

Northern York High School

High School Diploma in Business

01/2005

Websites, Portfolios, Profiles

●linkedin.com/in/lance-elicker

Accomplishments

●Multiple time President's club attendee (multiple companies)

●Men's Soccer Sunbelt Champion (Assistant Coach)

●Rookie of the Year (Toshiba Office)

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