NMC

NANCI CHURCHILL

CUSTOMER OPERATIONS LEADER

317-***-****

adbqkj@r.postjobfree.com

Avon, IN

Linkedin.com/in/nancichurchill

SKILLS

• Strategic Leadership

• Team Development

• Change Management

• Accountability

• Company Vision Alignment

• Effective Communication

• Customer Success

• Budgetary Planning

• Resource Management

• Improving Efficiency

• Project Management

• Customer Journey Mapping

• Employee Management

• Mentoring

• Customer Experience

• Service Delivery Management

PROFESSIONAL PROFILE

I am an effective leader, skilled in connecting cross-functional departments to deliver cohesive, valuable solutions to customers. As an agile problem solver with a proven history of concept to execution, I am credited with building a world class delivery team, centered on customers and efficiency. By focusing on employee culture, I empower highly skilled individuals to perform and innovate. I thrive in fast-paced, dynamic environments where I have the ability to mentor others. EXPERIENCE

VICE PRESIDENT, CUSTOMER SUCCESS

Viral Launch / Indianapolis / March 2018 - present At Viral Launch, I have progressively increased my responsibilities from Director of Customer Success to Vice President of Customer Success.

• Strategic Guidance. Enhance customer lifecycle through service delivery while evangelizing company vision to motivate teams.

• Scalable Customer Success Architect. Responsible for developing and growing scalable customer success for 9000+ customers with technology and people.

• Executive Team Integrator. Took initiative to foster alignment and cohesive communication within the executive and leadership teams and throughout Product, Marketing, Sales, and Finance teams.

• Customer Advocate. Act as voice of the customer to drive initiatives that enhance our value, measured in NPS, CSAT, retention, and response time.

• Drive Execution. Reduced response times by 90%, increased cSAT to 85%, reduced customer churn by 25% while improving GM.

• Capable Leader. Drive culture and engagement through accountability and career coaching with team members.

• Service Delivery Results. Established Amazon Advertising team and improved CSAT and GM on creative teams from net loss to gain in 3 months. EDUCATION

BACHELOR OF ARTS

Biology

Franklin College, 2000

EXPERIENCE

CHIEF OPERATING OFFICER

MOBI (acquired by Tangoe) / Indianapolis / July 2006 - December 2017 At MOBI (now Tangoe), my areas of responsibility grew from service delivery, to implementation, project management, helpdesk operations, supply chain, and customer success.

• Visionary Leader with Comprehensive Oversight. Effectively managed 60% YoY growth to meet increasing demands of global enterprise customers in an increasingly complex mobility industry with Fortune 100 customers.

• Relentless drive for excellence through Continuous Improvement. Built and refined operational processes to achieve NPS score of 59, cSat score of 95%, and customer retention of 98%.

• Focus on innovation. Designed, productized, and implemented new programs and tools, such as self-help platform to reduce operating expenses, drive customer value, and increase revenue.

• Cost Control. Implemented WFM tools, balanced outsourcing, and automated tasks via RPA to save $3M+.

• Company Culture Champion. Advocate for employee engagement through incentive programs, thoughtful communication, change management, and training and development.

• Conscientious Leader. Responsible for over 200 employees and contractors in Customer Experience, PMO, Account Management, Logistics, and Operations.

• Global Expansion. Oversee global outsourced providers for helpdesk and logistics, as well as manage the team that launched service delivery in additional countries.

• System Integration. Led initiatives to increase efficiency and customer value through more effective operations, linking ERP, ETL, RPA, and proprietary systems together in one streamlined solution.

317-***-****

AWARDS

Top Places to Work 2019

MIRA Scale Up of the Year, 2019

MIRA Company of the Year, 2017

NMC

REFERENCES

References available upon

request.

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