Lauren Meyer

Experience

• 

  Celadon Group Inc.

  Dec 2013 - Aug 2016

  Orchestrated successful onboarding processes for a team of five, leading to increased client satisfaction, while spearheading cross-functional collaboration internally. Maintained direct communication with customers during their initial onboarding phase to establish strong relationships, address concerns promptly, and streamline processes for efficiency.

  • Manager - Customer Experience

    May 2015 - Aug 2016

  • Senior Customer Experience Specialist

    Feb 2015 - May 2015

  • Customer Experience Specialist

    Dec 2013 - Feb 2015
• 

  FreightRover

  Aug 2016 - Aug 2019

  Implemented streamlined carrier payment processes to accelerate payment speed and enhance cash management, while championing dynamic user groups to engage clients directly, gathering valuable insights and feedback to drive future product improvements. Prioritized client initiatives based on strategic importance and user feedback, aligning internal resources to address critical needs and enhance the overall product experience. Played a pivotal role in driving product development initiatives by crafting comprehensive user stories and collaborating closely with development team to ensure alignment with user requirements, while also leading acceptance testing to ensure the delivery of high-quality products meeting user expectations and contributing to successful project outcomes.

  • Client Success Manager

    Aug 2017 - Aug 2019

  • Client Experience Analyst

    Aug 2016 - Aug 2017
• 

  CarrierHQ

  Aug 2019 - now

  Led direct reporting to the Board of Directors, crafting comprehensive presentations and facilitating communication of key initiatives and performance metrics across marketing, sales, support, and product teams. Established and nurtured strategic partnerships, aligning efforts with program goals for optimal outcomes. Streamlined internal coordination efforts to foster cross-functional collaboration, enhancing communication channels and ensuring seamless operations across departments. Revitalized Sales and Marketing strategies, resulting in immediate monthly revenue increases surpassing 200%. Show less Collaborated in the creation of the Small Fleet Advantage RRG, pioneering automated underwriting and transportation insurance's first behavior-based rerating, resulting in a high-growth program with sub-50% loss ratios; utilized quantitative user data and qualitative feedback to contribute to the design, development, and release of the GenII platform, expanding services and enhancing the customer experience, increasing customer activity by 53%, reducing time to quote by 40%, and minimizing abandonment. Proactively addressed complex challenges by developing SOPs, integrating data and processes into HubSpot and internal systems, resulting in a 2x efficiency increase; spearheaded remarkable customer retention efforts, achieving an average annual growth of 100% with existing clients, and conducted coaching sessions to drive individual and team productivity, fostering professional growth and team success. Show less

  • Vice President Operations

    Aug 2022 - now

  • Director of Client Success

    Aug 2019 - Aug 2022