Accomplished Manager of Customer Success, recognized for improving customer retention and satisfaction, fostering team collaboration, driving transformative initiatives, and implementing process and cultural changes to achieve ambitious business objectives. 10 + years’ experience building and scaling results-driven, empathetic customer facing teams, cultivating partnerships across global/virtual workspaces, and clearly translating actionable customer insights for product, marketing, and sales teams. Outgoing, executive presence. Cross-Sector and Industry expertise in EdTech/FinTech/B2B & B2C. Related Skills & Technical Proficiencies:

Customer Success, Strategic Planning & Execution, Client Engagement, Program Management, Customer Success, Product Marketing & Development, Training & Development, Customer Service & Support, Partnership Building

Google Suite, MS Office (PP/Excel/Word), Salesforce, Tableau, Slack, Teams, Loom, Sharepoint Experience:

PEARSON EDUCATION, Boston, MA

Regional Customer Success Manager, Strategic Accounts 2021-2023

Led team to successfully engage and achieve aggressive GRR goals for a customer base of over 11,000 instructors, representing 1M+ subscriptions and $100M in annual revenue, amidst significant organizational restructuring.

Partnered with Sales Leaders and Account Managers to develop and implement more efficient and customer-centric hand-off policies and processes, reducing onboarding-related churn by +/- 25% year-over-year.

Increased team productivity 300% year-over-year.

Planned and executed ambitious Customer Success realignment with Sales’ Go-To-Market strategy.

• Analyzed Salesforce, Tableau, and regional sales data to design a NE Customer Success District comprised of 10 CSR territories comprised of 800+ accounts from Maine to Virginia.

• Developed and implemented scalable customer engagement strategies, including segment-specific playbooks, differentiated account service-level agreements, and enhanced hand-off policies with Sales.

Team Building/Scaling:

• Overhauled hiring rubrics to reflect updated corporate expectation; recruited, hired, and trained new team members, successfully growing team by 100% in the first six months.

• Developed Key Performance Indicators (KPIs), built collaborative team culture, customer engagement content, revised processes; established performance goals; managed quarterly & annual reviews and PIPs.

Team Development/Training/Coaching:

• Achieved a 325% increase in team morale within the first 90 days of assuming the team leadership position.

• Coached team to identify risks, implement proactive intervention plans, and employ a collaborative partnership model with the sales team. Led team through two core restructures in 18 months while meeting KPIs.

Tracked, maintained, and delivered bi-weekly/monthly/quarterly retention forecasting, and weekly KPI & risk assessment reports, providing critical insights to the executive team for informed decision-making. Customer Experience Product Operations Manager 2016-2019 Initiated and led Salesforce tech support, Maritz survey, and Voice of the Customer (VOC) data research projects to identify in-product experiences driving customer friction; translated insights for product owners and presented QBRs for cross functional executive teams. Partnered with Customer Support, Sales, Marketing, Product, and Engineering teams to drive product improvements and customer retention-focused technology solutions across business units. Highlights:

Reduced operating costs by over $200K in six months: Identified complex IDAM (Identity and Access Management) issues driving customer churn; spearheaded and led multi-pronged (customer success/product/engineering) initiative to resolve, resulting in 40% reduction in year-over-year customer support contacts around this issue. Claudine Coulon

Sudbury, MA 508-***-**** ad3r06@r.postjobfree.com LinkedIn.com/in/ccoulon1/

Drove 30% increase in NPS (Net Promotor) Scores by influencing investment in targeted digital product improvements identified through comprehensive data analysis.

Improved data reliability and efficacy though comprehensive redesign of tech support (call center) taxonomy

(categorization of customer issues), enabling more efficient data research and targeted engineering solutions.

Led daily status meetings for 100+ stakeholders from Product, UX, Marketing, Sales, and Support, resulting in consistent year-over-year decreases in unplanned, technology-related incidents affecting customers.

Created and shared through in-person and virtual presentations, compelling, actionable insights for each product model by platform, product, consumer type and other factors. Provided recommendations and ROI analysis for proposed solutions leading to 20% reduction in year over year support spend and improved year-over-year NPS ratings.

Created and published over 200 internal- and external-facing Knowledge Base (self-help) articles to improve UX. GRAYSTONE SOLUTIONS, INC., Wayland MA 2005 - 2015

Director, Customer Support, Client Success, Training, & Operations Reporting to the CEO, cultivated and managed non-profit and community bank client partnerships, vendor relationships, and customer service team servicing over $3B in mortgage servicing assets. Responsible for creating and delivering corporate training on software solutions and assisting financial organizations with digital transformations. Planned and executed the successful development and launch of a digital, integrated personal loan management product. Highlights:

Retained 100% of client accounts.

Identified and implemented scalable processes to support company expansion of 200% in 18 months:

• Created new policies and implemented updating phone system resulting in a tripled customer support capacity and 50% reduction in customer support response time.

• Planned and managed the implementation of automated loan boarding processes and technologies, enabling a 300% increase in new client onboarding capabilities.

• Reduced operating costs by 50% utilizing updated technology, vendor, and equipment solutions.

Drove business growth through direct sales, marketing outreach, and trade show participation; drafted contract proposals and provided pricing recommendations for renewals to executive leaders.

Developed and delivered corporate training on Fiserv platform functionality to corporate clients.

With IT Director, planned and managed the end-to-end onboarding process for new accounts, including data migration, vendor integrations, and training on the loan boarding process and Fiserv loan servicing platform.

Post-Sale/Adoption: Managed all client interface concerns and escalations, proactively communicated system updates, and provided ongoing training and support, acted as primary point of contact/liaison; ensured seamless interface with vendor systems.

Managed call center supporting ~ 20K customers (30,000 in 2007-2009) Education

Harvard University, Master of Education (MEd), Teaching and Curriculum, Cambridge, MA University of Michigan, Bachelor of Arts (BA), English & Political Science, Ann Arbor, MI Volunteer, Civic Engagement, & Board Membership

Racial Climate Task Force, Lincoln-Sudbury Regional HS

Board of Trustees, Academic & Finance Committee Member, Learning First Charter School

Community Race & Equity Initiatives, including “The Seven Last Words of the Unarmed” production to Boston, 2022.

Board of Directors, Member, SummerInk

Youth Soccer and Basketball Coach

Contact this candidate