Ashley Butler

Key Accomplishments:

• Reduced churn by 50% from 2023 to 2024 through improved processes, customer engagement strategies, and scalable solutions.
• Successfully implemented a CS CRM to automate post-sale workflows, enhance communication, and improve visibility into customer health and engagement.
• Introduced a new performance evaluation process to track team productivity and drive continuous improvement.
• Designed and deployed internal staff surveys to measure employee sentiment and engagement, fostering a more connected and productive workforce.
• Launched initiatives to improve communication across a dispersed workforce, including meeting best practices, problem-solving methodologies, and optimized Slack usage.

Key Responsibilities:

• Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
  Monitored budget and utilized operational resources.
• Oversaw day-to-day production activities in accordance with business objectives.
• Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
  Collaborated with senior management to develop and execute long-term corporate goals and objectives.
• Mentored and coached team members to foster productive and engaging work environment.
• Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
• Defined, implemented, and revised operational policies and guidelines.
• Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
• Launched successful initiatives to automate repetitive tasks, freeing up staff to focus on strategic projects and value-added activities.

• Define and drive implementation of customer success processes and procedures to support rapid growth and scale for global CS org
• Influence development and strategy for customer success systems, supporting improvements to drive higher engagement and ensure positive customer experience
• Provide technical enablement to global CS org including training and documentation
• Improve global adoption of CS systems and processes QoQ/YoY
• Coordinate with CS Leadership on their goals to maximize productivity and outcomes. Provide regular oversight to ensure actualization of goals
• Establish meetings and communications cadence, associated reporting and agenda requirements, and team preparedness
• Work closely with cross-functional teams and users to define requirements, testing, and implementation of system enhancements
• Collaborate with multiple cross-functional teams on various initiatives to improve collaboration, efficiency and customer experience
• System Administration of CS CRM system (Totango/Gainsight)
• Systems Proficiency: Asana, JIRA, ServiceNow, Zendesk, G-Suite, Salesforce, Totango, Gainsight, Guru, Workramp

• Developed scalable eLearning onboarding program for various internal roles using Workramp LMS
• Implement, author and manage verifications and accuracy of CS Content Resources in Guru knowledge base
• Established CS Mentor program to assist with new hire onboarding
• Track onboarding program enrollments, completions and competencies
• Improved time to onboarding by 40% with self-paced learning compared to full instructor-led onboarding

• Develop, produce and deliver strategic web-based training sessions and programs for external customers
• Maintain and iterate existing training courses with product enhancements
• Facilitate daily onboarding webinars to new customers
• Develop additional training around unique themes and topics including new product features and releases
• Develop customized training experience for key events and partners
• Provide auxiliary support for other Customer Success efforts including Zendesk support, unique outbound calling campaigns, customer retention efforts, dunning recovery, professional services support, and more