Courtney Plaskey

Experience

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  Heritage 1981

  Jan 2008 - Sept 2010

  Sales Associate

  -Promoted apparel products and reset display window-Resolved customer service issues-Built customer relationships

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  The Sports Club of Novi

  Jan 2009 - Jul 2011

  Child Care Supervisor

  -Cared for children while parents exercised-Managed child care center operations

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  Walsh College

  Sept 2009 - Aug 2010

  Office Assistant

  -Set up and prioritized appointments for students to speak to advisors-Assisted students to resolve issues-Supported multiple professors, added students into a system called IDoc (Information Database)-Organized and marketed a career fair for perspective students at a local hotel

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  Anderson Pest Solutions

  Jan 2013 - Aug 2013

  Sales Intern

  -Developed and presented research projects to senior management-Completed training modules in: Marketing, Human Resources, Recruiting, Customer Service and Accounting -Engaged in Business-to-Business sales training, shadowed sales representatives, made cold calls, set and attended appointments, prospected and interacted with future clients and helped devise service agreements-Researched, developed and launched special project for President of Anderson and senior management to replace current call center procedure Weniger anzeigen

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  Mondelēz International

  Jan 2014 - Jan 2014

  Sales Intern

  -Sales representatives experience -Merchandising local stores-Working inventory and back stock-District manager experience -Logistical/ Branch experience -Retail Merchandising Supervisor experience-Category and Retail management experience -Marketing/Promotional Activity· Semester Project and Presentation

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  SPS Commerce

  Jan 2015 - Jan 2018

  • Selected as the representative from the sales department to collaborate with other leaders, driving decision-making and impacting positive change• Achieved a 99% retention rate for a portfolio of 100+ accounts by developing innovative methodologies for customer engagement and at-risk accounts• Leveraged impressive interpersonal communication and leadership skills, safeguarding $4.2M+ in annual recurring revenue• Spearheaded growth efforts, implementing a customer success strategy to improve SMB retention rates and establishing KPIs to measure the business impact of team activities Weniger anzeigen - Providing cloud-based solutions to retail-specific supply chains-Leveraged strong and creative presentation skills to articulate the best SaaS services and timelines for each customer-Consulted with SMB companies in the retail market on best software solution fit-Built a portfolio of customers while increasing revenue through cross selling and renewals-Navigated prospects’ leadership staff to understand and identify specific strategies, current environments, and inefficiencies to sell IT services Weniger anzeigen

  • Customer Success Manager

    Sept 2016 - Jan 2018

  • Mid Market Supplier Sales

    Jan 2015 - Sept 2016
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  CampusLogic

  Jan 2018 - Jul 2020

  • Pioneered the C-Love program, striving to go above and beyond to make each customer feel valued, resulting in improved customer retention and satisfaction and increased revenue• Quickened SLA time from 4 hours down to 1 hour and 8 minutes while working with the product/engineering team• Enhanced the capabilities of the one-to-many strategy by implementing scalable processes, improving cross-sell and upsell efforts while driving revenue growth• Streamlined the customer inquiry processes by creating templates to organize questions, improving efficiency and customer satisfaction• Constructed more effective communication channels to advance the onboarding of internal employees, surpassing existing SLAs• Championed training and development efforts, hiring and training CSMs and developing a new training program to create top-notch staff members, resolve customer challenges, and strengthen retention• Managed 15 staff members and a group of SU onboarders, creating a positive work culture and leveraging innovation and impressive problem-solving abilities to achieve desired results• Collaborated with internal teams, analyzing customer feedback regularly to guide the development of critical product roadmaps• Built a customer success team from the ground up based on customer segmentation to deliver more effective service and support• Introduced new reporting to generate critical metrics, including NPS, net renewal, and gross renewal, and presented data to the executive leadership team to enhance decision-making• Advanced career development, refining and restructuring roles and responsibilities for the customer success team to maximize opportunities and support future career paths Weniger anzeigen • Protected the company’s most significant and profitable customer, securing revenue and safeguarding future opportunities• Oversaw post-sale activities, including onboarding, technical support, user adoption, and training, to ensure a superior customer experience consistently• Authored training materials to advance the automation of low-touch engagements and shift focus to more high-volume activities to generate revenue and customer growth• Provided valuable mentorship, developing a myriad of new training materials for incoming employees, and utilizing industry expertise and robust leadership skills to create high-performing employees who delivered outstanding results• Routinely communicated with customers, discussing proper utilization of products and resolving any issues to achieve maximum ROI Weniger anzeigen

  • Manager of Customer Success

    Jun 2019 - Jul 2020

  • Customer Success Manager

    Jan 2018 - Jun 2019
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  ChannelApe

  Jul 2020 - Apr 2021

  Head of Customer Success

  • Delivered the company’s 1st health score, quickly elevating the score from a 6.5 to an 8.9 to drive customer retention and satisfaction• Redesigned the onboarding process, significantly reducing time to value from 3 months to 45 days to accelerate customer and revenue growth• Initiated the company’s 1st customer success department, monitoring customer health scores, facilitating onboarding, and executing best practices to optimize successful outcomes• Clearly defined customer success as customer retention and an expanding annual recurring revenue (ARR) to unify staff members and establish meaningful, attainable goals• Advanced a customer-centric vision, aligning key sales and technology leaders to amplify customer satisfaction and retention• Leveraged executive business reviews to establish visibility, engage stakeholders, and define milestones in the customer journey, including transitioning to production, monthly checkpoints, and renewals• Drove customer self-service efforts, curating and launching knowledge-based articles to guide customer product usage, resulting in an enhanced customer experience and decreased workload for staff members• Partnered with 3rd party vendors to expand and improve the support team, leveraging 24/7 customer coverage to balance financial impact and capabilities• Evaluated and selected CRM software to reinforce reporting capabilities, increasing revenue, enhancing customer service, and improving productivity and efficienc• Developed custom playbooks and reports and implemented Gainsight into the company’s software to maximize customer success Weniger anzeigen

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  Digits

  Aug 2021 - Sept 2022

  Head of Customer Success

  • Built and launched the company’s inaugural customer success strategy, focusing on building long-term relationships and customizing experiences and communication to meet each customer’s unique need• Introduced a proactive health score KPI analysis, utilizing business metrics and customer sentiment metrics to drive future decision-making, increase revenue, and improve customer satisfaction and retention• Championed customer relationship management, cultivating strong relationships with 260+ accountants, leveraging a unique concierge approach, including "surprise and delight" personalized gifting, regular communication via the company's Slack channel, and collaborative sessions between customers and the product team to deliver a one-of-a-kind customer experience• Reimaged the messaging framework for customer communications to establish a more personalized touch for each business sector and enhance customer engagement• Created an Executive Advisory Board consisting of 100+ financial professionals to provide expert insight and advice to advance the future of financial tools• Led customer education efforts, creating and launching comprehensive documents and videos to navigate customers through the company’s product suite• Delivered insight and recommendations on customer usage to the product team based on diligent analysis of customer trends, improving future decision-making• Implemented tools, including Salesforce, Front, Helpscout, and Insided to strengthen customer health data and impact business objectives Weniger anzeigen

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  Kelzer Consulting Group

  Jan 2022 - Jan 2025

  Founder and President

  We help you streamline your customer success processes, decrease customer churn, and foster stronger relationships. We do the hard work to make sure you stay profitable!Find out more here - https://www.kelzerconsultinggroup.com/

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  Centered By Courtney

  Jan 2024 - now

  Founder

  Based in Scottsdale, AZ, I offer immersive sound bath experiences designed to reduce stress, promote relaxation, and support nervous system health. I work with corporate teams, lead wellness retreats, and offer personalized 1-on-1 sessions (both in person and virtual), as well as sound healing for special events.