Catherine Chai

ad3ub0@r.postjobfree.com • LinkedIn

Alpharetta, GA 30004 • 404-***-****

Customer Success Management Executive

Accomplished and results-driven executive with 10+ years of experience in enhancing customer experiences and loyalty in fast-paced business environments.

Expert in developing and executing customer success strategies that drive satisfaction and retention. Proven ability to lead cross-functional teams aimed at achieving product adoption and engagement goals, while consistently delivering high-level support. Adept at account management with keen focus on maximizing customer lifetime value and fostering long-term relationships. Demonstrated success in using data-driven insights to guide decision-making, anticipate customer needs, and adapt to changing market conditions. Committed to empowering teams, fostering culture of innovation and continuous improvement, and driving revenue growth through strategic customer engagement.

Areas of Expertise

•Client Relationship Building

•Strategic Account Management

•Customer Retention Strategies

•Product Adoption Enhancement

•User Experience Optimization

•Feedback Analysis & Implementation

•Cross-Functional Team Leadership

•Data-Driven Decision Making

•SLA Management

•Customer Education & Training

•Escalation Resolution Processes

•Revenue Growth & Expansion Strategies

Career Experience

Firstup, Atlanta, GA 2022 – 2023

Program Director, Customer Success

Planned and forecasted resources for projects, ensuring all were delivered on time and budget, meeting success criteria and customer use cases, resulting in optimized project management and client satisfaction. Provided executive risk registers and monthly analytics to maintain customer health, keeping executive leaders informed, which facilitated informed decision-making and improved customer success outcomes.

Key Contributions:

●Pioneered leadership for five Enterprise Customer Success Managers, overseeing $33M ARR portfolio across 60+ Fortune 100 companies, resulting in enhanced customer satisfaction and retention.

●Managed $5M+ Enterprise Customer portfolio, achieving and sustaining Net Promoter Score (NPS) of 7+, leading to increased customer loyalty and positive referrals.

●Steered dedicated, cross-functional managed service team across product, engineering, business development, customer success, and executive leadership, delivering $3M in customer-driven features and premium services on Firstup platform, driving significant product enhancements and customer satisfaction.

●Revamped Net Promoter Score program, leading to 45% increase in customer survey responses and 2.5-point rise in scores, by implementing targeted action plans, educating team on NPS importance, and fostering active customer partnerships.

●Boosted value of customer managed service contracts by 30% in six-month period, focusing on rapid delivery of value-added features, leading to increased revenue and customer satisfaction through strategic staff augmentation and premium service offerings.

●Steered $1M Amazon software enhancement project, implementing comprehensive process improvements and transparent communication strategies, ensuring delivery of high-quality software within committed timelines and enhancing client satisfaction and team collaboration.

●Enhanced software development life cycle for customer-funded features on SAAS multi-tenant platform, leading to faster feature deployment and improved platform stability.

●Led implementation of CRM system, improving customer health tracking and engagement insights, resulting in more efficient sales strategies and significant reduction in prep time for customer interactions.

Fourth Enterprise, LLC (Formerly HotSchedules & MacromatiX) 2012 – 2021

Senior Director Professional Services, 2016 – 2021

Empowered and fostered team growth through mentoring, coaching, and developing, resulting in nurturing work environment, increased engagement, and professional advancement of employees. Crafted scalable commercial packages for multi-product organization, focusing on top-tier service delivery to diverse customer groups, enhancing market reach and service quality. Engaged in cross-functional collaboration and education to enhance customer experience in subscription and service offerings, optimizing selling strategies, pricing, discount structures, sales pipeline management, and marketing impact.

Key Contributions:

●Revolutionized business processes with Agile SCRUM methodologies across multiple software platforms, leading to improved team efficiency, better documentation, accurate scope estimation, and successful execution of new product features.

●Spearheaded team of 30+ professionals in $15M P&L for global professional services across 10 application platforms, achieving streamlined implementation, enhanced customer analytics, improved satisfaction, successful commercialization, and robust 24x7 support.

●Cultivated global partnerships with major brands like YUM and Chick-fil-A, driving 100% growth in SaaS international market expansion, significant brand penetration, 90%+ customer retention, and high-revenue professional service opportunities.

HotSchedules Director Professional Services, Alpharetta, GA 2014 – 2016

Converted support team into professional services unit by harmonizing roles and responsibilities, instituting best practices, and defining billable targets, resulting in improved service delivery and establishment of robust professional framework.

Key Contributions:

●Revamped and steered operations of global services across US and Europe, transforming from negative margin to 27% profit margin in 12 months, enhancing efficiency, profitability, and significantly boosting customer experience and engagement.

●Championed post-acquisition change management, integrating implementation services and fostering direct report growth, which led to improved team productivity, process optimization, and enhanced team morale.

●Developed and implemented a 90-day onboarding and training program for new hires in a complex SaaS solution environment, reducing ramp-up time for new employees, enhancing team effectiveness, and accelerating project delivery.

MacromatiX, Director of Customer Success, Alpharetta, GA 2012 – 2014

Spearheaded customer satisfaction initiatives and special projects under executive committee's sponsorship, leading to renewed SaaS agreements and significant increase in professional service revenue, strengthening customer loyalty and recurring revenue streams. Delivered expert guidance in franchisee best practices, change management, and competitive strategies.

Key Contributions:

●Championed customer advocacy for major high-profile engagements, successfully securing $3M+ in additional subscription revenue through strategic upselling, enhancing client relationships and company profitability.

●Elevated customer satisfaction scores by 30% within two-year timeframe, directly impacting client retention and fostering positive brand image in market.

●Initiated and guided MX Mobile application migration to replace legacy systems, which resulted in generating $7M in SaaS revenue over three years, contributing to company's market expansion and technological advancement.

●Managed multiple matrixed resources and projects simultaneously, ensuring timely delivery and optimal resource utilization, leading to increased operational efficiency and project success.

●Executed numerous product enhancements with customer-specific functionalities, improving product usability and customer satisfaction, and fostering long-term client relationships.

Additional Experience:

VP of Client Experience, Popmenu, Atlanta, GA 2021-2022

General Manager Associations LMS, Community Brands, Atlanta, GA 2021

Senior Manager, NCR (Formally Radiant Systems) Alpharetta, Atlanta, GA 2006-2012

Senior IT Development Manager, Dunkin’ Brands Inc., Canton, MA 1998-2006

Education & Credentials

Bachelor of Arts Degree (Math and Science) – San Francisco State University, San Francisco, CA

Associates Degree in Science and Math – Fresno State University, Fresno, CA

Project Management – Kepner Tregoe and PMBOK Project Management

Honors & Awards: HotSchedules President’s Club (Commercial Excellence) 2018 HotSchedules Sales MVP Partner Award 2017 WING (Women’s Initiative and Networking Group) Founding Member Dunkin Brands Vendor Partner of the Year in 2012

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