Eric Shankel

Experience

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  TreeTop Technologies

  Aug 2002 - Jul 2007

  Senior Project Manager
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  MobileDataforce

  Aug 2007 - Aug 2009

  Professional Services Manager

  Led sharp, multi-functional technical support / development team for Microsoft Gold Certified Development Partner; delivered and supported integrated mobile and web based, data-driven solutions for customers around the world and in a variety of industries. Met with customers to elicit requirements; produced high quality technical and business requirements documents, diagrams, backlogs, user stories, risk assessments, and customer proposals.

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  Lionbridge

  Dec 2010 - Apr 2015

  Professional Services Manager - LionBridge @ Cisco Systems

  Scope of Technologies: AtTask, Salesforce, Target Process, Jira, Power BIBusiness unit owner of a global (EMEA, APJC, Americas) web & creative Services organization that delivered $6M in ARRKey Contributions:- Strategic customer-focused leadership enabled significant growth by creating deep, long-term customer relationships through accurate forecasts, consultative business reviews, risk management, and end-point for all escalations.- Empowering a highly successful global (EMEA, APJC, Americas) organization of managers, developers, and creatives that consistently exceeded client expectations and met service level targets for five consecutive years- Resource utilization and financial management (cost reduction, revenues, and margins monitoring) ensure contract & SLA expectations while maintaining clear visibility of contract health.- Leading process improvement initiatives ranging from operational changes to new service additions while maintaining compliance with Cisco standards. - Salesforce & Adobe Workfront implementation boosting group utilization & productivity by 25% while enhancing the client experience- PMO framework implementation enabled real-time health and brand standard monitoring on deliverables & projects. Show less

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  Velma.com

  Apr 2015 - Jul 2021

  Strategic leader driving customer-first culture with competence, confidence, and conviction.Scope of Technologies: FinTech, CRM, Aha!, Tableau, Teamwork, TeamworkDesk, Postman, AWSKey Contributions:- Empowering teams with comprehensive post-sale journeys for onboarding, adoption, renewal, and expansion.- Customer experience collaboration with product management, including journey mapping, persona development, prioritization of internal and external feedback/ideas, and pre-release voice of the customer Q/A validation sessions.- Collaborative analysis with sales, marketing, product, and revenue teams focused on finding and clearing customer roadblocks, risk mitigation, and increasing cumulative lifetime account value.- Directing strategy sessions with internal stakeholders, thought leaders, partners, and key accounts to set the customer success vision and strategy.- Evangelizing customer usage and health analytics enhanced with industry trends and market research, increasing visibility of risks, opportunities and improving consultative customer engagements.- Spearheading initiatives to implement scalable customer touchpoints like community idea portals, dynamic persona-focused surveys, key account advisory boards, and responsive support and pro-serve engagements. Show less Scope of Technologies: CRM, Teamwork, Desk.com, Tableau, Trello, Wrike, Office 365Client-facing leader of enterprise SaaS solution with 100+ customers and 5000+ users delivering $2.5M in ARRKey Contributions:- Strategic leadership and operational management of professional services, account management, onboarding, training, and support teams- Pivotal client onboarding redesign to phased-based approach with customer success strategy sessions that bridge information gaps, establish clear expectations, and clean transitions. - Managed customer support systems, increased customer satisfaction, and opened proactive consultative channels with customers.- Developed customer health dashboards and visualizations for internal stakeholders and enterprise clients using Tableau and Tableau Online.- Provided business analysis and requirements management for customer-requested features. Show less

  • Senior Manager, Customer Success

    Jun 2018 - Jul 2021

  • Client Services Manager

    Apr 2015 - May 2018
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  NCino, Inc.

  Mar 2022 - now

  Principal Solution Services Manager