Heather Woods

Experience

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  University of Minnesota

  Jan 2002 - Jan 2012

  Graduate Instructor/ Instructor
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  St. Olaf College

  Jan 2005 - Jan 2005

  Instructor
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  Saving Sight

  Jan 2011 - Jan 2014

  Quality/Data Specialist

  Designed new data reports, educational and reporting projects, procedures based on proactive assessment of current and future needs of medical non-profit org, working entirely independently with minimal supervision. Created and delivered targeted enablement to field staff on specific protocols and practices required for operational efficiency and risk management in FDA-regulated space. Collaborated with in-house and external software developers to design, trouble-shoot, and optimize end-user experience of highly specialized local and web-based databases. Show less

• 

  Blackboard

  Jan 2014 - Dec 2021

  Took on an under-resourced team and over course of first 18 months: stabilized client care model, successfully tripled size of team (hiring and onboarding team members, with exceptional employee retention and performance results), and achieved goal of 100% dedicated client coverage for HigherEd and K12 clients in US/Canada. Developed pilot program for dedicated modernization-focused CS care to accelerate adoption of SaaS deployment and latest UI for flagship product that successfully led to the establishment of a permanent team focused on client modernization. Engaged data science team on specific project to evaluate large sets of data on past-churned and retained clients to discover most relevant predictive factors, so that client journey could be adapted to better support client retention and mitigate risk in client lifecycle. Evaluated, selected, and implemented company's first Customer Success platform. Show less Maintained deep functional product expertise on Blackboard's solutions (including: the flagship Learning Management System "Learn", Moodle-based product "Open LMS," plus a variety of additional Blackboard products, services, and partner solutions) as well as market/industry awareness in order to deliver compelling pre-sales product demonstrations and to support competitive re-evaluations against other solutions in market. Designed and executed compelling pre-sales presentations, customer adoption engagements, and RFx technical proposals covering Blackboard’s Teaching and Learning solutions. Show less

  • Director, Client Experience Management

    Jan 2020 - Dec 2021

  • Sr. Solutions Engineer

    Jan 2020 - Jan 2020

  • Solutions Engineer

    Jan 2014 - Jan 2020
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  Anthology Inc

  Jan 2021 - Jan 2024

  Senior Director, Customer Success

  Responsible for leading company's largest team of Customer Success Managers, providing post-sale care for largest client segment by $ARR for leading global EdTech company. Collaboratively develop and lead comprehensive organizational transformation of CS org to de-silo teams, refine systems and processes, and optimize alignment of CS activities to changing business needs. Provide people-centered leadership informed by the psychology of change through company merger and organizational transformation, resulting in exceptional employee retention and engagement. Lead and contribute to cross-functional projects to advance the client experience, support product excellence, and identify areas for operational improvement with a client-centric focus. Show less

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  Vumedi

  Jan 2025 - now

  Director, Customer Success