XFactor.io

XFactor.io  is a stealth-stage startup seeking to disrupt GTM with a suite of in-development AI driven products and their established Customer Value Management platform.  Xfactor.io enables businesses to predict, illustrate, and drive value further into the sales cycle than ever before.

In this role, I manage $2.2M ARR communicating with customer personas including CROs, VPs of sales and sales enablement, value engineers, and marketers.  This is a high-touch CS program where I meet with most of my portfolio weekly or bi-weekly.

I developed customer success account plans to drive maximum value realization.  

By regularly analyzing usage data and monitoring health score levers I have real-time data to have conversations about what next steps will be most impactful. 

As a seasoned CSM, I shared my knowledge of CS best practices to drive maturity in our CS organization.  My big contribution in 2023 was to refresh our CTA playbooks.  I reviewed our existing CTAs, removed redundancies, and added new CTAs to cover gaps and address risk.  I collaborated with the VP of Customer Success and the Director of Services to ensure handoff points were well-engineered. 

I partnered cross-functionally with Value Architects, Project Managers, and Account Executives to create a unified experience for our customers.

Enterprise Customer Success Manager

UserTesting

UserTesting offers the industry's most comprehensive experience research solution. Unlike approaches that track user behavior or collect customer listening data on live experiences, then try to infer what that data means, UserTesting enables companies to get input earlier in the process, helping to reduce guesswork and bring experience data to life with human insight.

In this Sr. CSM role, I managed $3.4M ARR in enterprise Fortune 500 accounts across multiple verticals resulting in 100% Logo Retention and 126% Net Revenue Retention.

Leveraging advanced discovery and active listening skills I partnered with customers to create joint success plans to drive toward their desired outcomes.  I identified key milestones and we defined KPIs to measure their progress.  With documented achieved value I coached customers to articulate the business value realized and captured customer stories that could be leveraged in renewal negotiation and passed to our marketing teams to be expanded into case studies.  

With UserTesting's strong Sales and Customer Success enablement program supporting me I established myself as a trusted advisor, demonstrating deep industry and product knowledge. resulting in 100% portfolio engagement with a biweekly or monthly cadence and regular EBRs/ QBRs.

As a  Senior CSM on our 10-person Enterprise West team, I coached and mentored 3 1st year CSMs on CS best practices.  It was my first time being part of a large CS team.  I learned so much from my teammates including those career transitioners, and I loved the collaboration!

I volunteered as a new-hire buddy to create exceptional onboarding experiences for new cross-functional UTers, and I participated in several ERGs.

Senior Enterprise Customer Success Manager

Searchmetrics

Searchmetrics is a global provider of search data, software, and consulting solutions. Searchmetrics enterprise offerings turn data from search into unique business insights that fuel clients’ continued growth.

As a Senior CSM, I managed a portfolio valued at $2.8M ARR. In this role, I performed customer onboarding, and discovery for growth, and led QBRs and renewals resulting in 125% NRR.  I developed strategic account plans and joint success plans to drive customer outcomes and value realization.  

As a consultative partner, I advised clients on best practices, workflows, and use cases to address their unique business challenges.  I collaborated cross-functionally with our SEO Strategists to deliver a unified customer experience.

Through ongoing discovery, I was able to expand customer engagement and uncover upgrade and expansion opportunities.

I assisted the Head of CS in playbook modifications and mentoring the CSMs on our team in CS best practices.

Senior Client Success Manager

Part-time Passion Project, coached women to identify their key strengths, design career plans, and develop healthy relationships with self, family, and partners.

Holistic Life Coach

Simco

SIMCO is a leading provider of calibration, repair, and software services for manufacturing, life science, and technology organizations. SIMCO’s CERDAAC software helps companies improve their calibration, maintenance, repair, facility, compliance, and quality programs.

I spent the first 12 months in this role focused on the top five West accounts.  I cultivated strategic relationships with Fortune 100 / Global 500 Companies with a portfolio of $5.2M including one account of $2.4M and several others ranging from $750k-$1.2M.  

I managed SaaS implementation projects communicating closely with Product Engineers to ensure on-time on-scope project delivery.  I qualified stakeholder requirements; developed project documents; managed the scope; budget; schedule; risks and led weekly project meetings with executive sponsors and project team members.

I worked closely with the VP Software and the Head of Operations to align with business objectives and ensure the successful expansion of our SaaS product across our customer base.

I analyzed customer performance data to deliver data-driven value realization narratives which demonstrated Simco's impact and delivered Executive Business Reviews.

In the second year, with the top accounts stabilized, I led change management in support of business initiatives to establish a customer success team to support our SaaS side of the business.  I mapped the customer journey, developed playbooks of CTAs, and designed internal programs to design career paths to promote from within.  

Contuning into the third year, as a payer-coach I mentored and coached the new Customer Success Managers, training them on our CERDAAC Software Solution and the fundamentals of SaaS Customer Success.

I participated in our culture committee which designed engaging monthly activities.

Manager, Program Development and Customer Success

Radford

The Radford Data & Analytics platform, a product of Aon’s rewards practice, delivers compensation insights to the world’s most innovative companies, including life sciences, manufacturing, media and gaming, retail and e-commerce, technology, and transportation and mobility firms.

As a player-coach, I developed the Client Success CORE Program for Client Onboarding, Retention, and Engagement.  I collaborated with the VPs of each of Radford's three compensation surveys and the EVP of Sales to define the program scope, develop processes, and implement an onboarding program to set customers up for success.

Within the first year, the CORE Program was successful at maximizing the client value proposition which resulted in a 30% reduction in churn and 93% retention rate.

In this role, I analyzed data, developed processes, and trained and mentored new Client Success Managers on the Radford client-facing platform, meeting tools, and presentation skills.

Manager, Client Onboarding Retention and Enagement (CORE) Program

JPD Financial USA

JPD Financial is a professional service provider providing continuous credit recovery and accounts payable analytics. 

I managed the customer-facing implementation of a custom SFDC client portal where JPD's customers could manage their accounts.  I worked closely with CFO's and VPs of Finance across all of JPD's customer base to clean up open and past-due invoices and provide 1:1 portal training.

Client Services Project Manager

Stanford University

Surplus Property Sales, an auxiliary self-sustaining department organized under the Property Management Office under the CFO, oversees the value retention of capital and non-capital assets through the reutilization, sale, and environmentally sound disposal of excess university assets.

In this leadership role, I was asked to reinvent the Surplus Property Sales Department which had been dissolved several years prior.  Initially, I was a one-woman show.  I started by benchmarking with other universities and municipalities to understand their challenges and successes.  I collaborated cross-functionally with the University CFO, Dean, and department VPs to devise a business plan and operating budget.  

I strategically designed processes to serve the University's needs and return sales proceeds to the departments.  Within the first 13 months, I established a solid department that exceeded expectations and delivered over $1.5M of sales proceeds back to University departments.

At that point, I was able to begin hiring staff and managing a team to support greater warehouse store hours.   As a leader, I was passionate about the careers of my team members, working with them to explore career paths, take on greater responsibility, understand the why behind our processes, and do everything I could to make their workday better.  I loved asking questions and discovering their hidden strengths and secret ambitions, then helping them to succeed. 

I'm so proud of the successful program and all the funds we were able to return to the departments.  I am especially proud of the $10M risk mitigation, and data safety solution that I proposed and implemented to support the entire city of Stanford, CA. 

It was such a great experience that taught me so much about leadership and business management.   The scope of my responsibilities included team management, operations management, forecasting, inventory, accounts receivable as well as sales and marketing.  It was so much fun!

Manager, Surplus Property Sales

SE Laboratories

SE Laboratories, a services company, provided test equipment calibration services to a customer base mainly in the electronics and telecoms and aerospace & and defense industries.

•	Managed SE Laboratories largest account valued at $2.6M ARR.
•	Turned around a highly dissatisfied troubled account, by developing a deep understanding of the customer’s business resulting in a two-year renewal.    
•	Built relationships with over 300 contacts at various levels of the organization from the manufacturing floor to VP, the Quality Assurance team, and the Procurement team.
•	Consulted with Business Unit leaders regularly in face-to-face meetings to drive customer perceptions and coach them to let go of historical complaints and acknowledge the service improvements resulting in a 99.8% customer satisfaction score.
•	Negotiated a second renewal of this multi-million-dollar account for an unprecedented 5 year term with a 20% price increase and annual 2% price increases written in. 
•	Delivered in-person customer onsite training for audiences of  300+ people.
•	Met with SE Labs ELT twice weekly to deliver status reports, and explain challenges and solutions.
•	Designed processes, and worked closely with SE Labs Quality Manager to deliver in-house training for SE Labs employees from delivery drivers to calibration technicians, engineers, lab managers, and customer service representatives.
•	Collaborated with enterprise software developers to ensure development activities would support the evolving understanding of our key accounts.
•	Mentored new Strategic Account Managers, remaining close to all top-tier accounts in a supervisory capacity.
•	Delivered QBRs for my key accounts, and participated in QBRs for all top-tier accounts managed by the Strategic Account Managers.

Senior Strategic Account Manager / Team Lead

•	Managed top-tier accounts.
•	Helped our ELT to understand our key accounts and improve processes to increase customer satisfaction scores by 20%.
•	Built customer relationships.
•	Expanded company knowledge of our customers' manufacturing workflows by walking the floor at their facilities and meeting with business unit leaders.
•	Mapped customer workflows, documented priorities as work instructions for lab personnel, and trained lab engineers to understand workload prioritizations.
•	Worked closely with SE Laboratories Executive team to meet evolving customer requirements.
•	Collaborated with Quality Manager to drive service improvements and respond to corrective action requests.
•	Acted as the Account Executive for these accounts working closely with procurement teams and SE Lab’s VP of Sales during contract negotiations.

Strategic Key Account Manager

•	Negotiated renewal and expansion agreements.
•	Cold Called SMB new business and negotiated new agreements.
•	Responded to inbound sales inquiries.
•	Exceeded quotas.
•	Frequently hooked enterprise accounts which had to be turned over to Enterprise AEs.
•	Certified in Spin Selling

Account Manager

•	Worked closely with the Quality Manager to identify service capabilities.
•	Drafted proposal responses to RFQs.
•	Collaborated with SE Labs Sales Leader in preparing contract terms.
•	Wrote contract agreements for new and renewing accounts.

Contract Administrator

Customer Success Manager at XFactor.io | Flow Certified Coach | CS Mentor | Heroic Ambassador | Partnering with individuals and businesses to get past obstacles and achieve their goals.

Enthusiastic Success Coach with a passion for maximizing potential in individuals and teams. 

Meet Laura, a certified coach and personal development expert with over 15 years of experience guiding individuals and businesses toward achieving their goals and achieving success as they define it.  

As a Customer Success Leader, Laura has helped her teams & customers define goals and map out a path to success. Leveraging project management and change management skills, Laura helps clients get past obstacles and achieve their goals.

•	Proven success in building new programs and teams, designing playbooks, and training and motivating individuals resulting in increased efficiencies, greater customer satisfaction, and increased revenue.  

•	Big Picture Visionary with proven foresight and ability to recognize potential problems, identify root causes, and implement innovative changes which enhance quality, productivity, and revenues. 


Laura helps coaching clients overcome limiting beliefs, improve communication, and develop greater self-awareness while finding confidence and a state of flow (which is where the magic happens.)  

She helps them discover what brings them into the state of flow and coaches them to optimize algorithms so they can feel accomplished, hopeful, and confident.

Laura’s coaching looks at the whole person in Energy, Work, and Love because it’s all connected.  Laura’s holistic and integrative approach is based on positive and integrative psychology and holistic lifestyle coaching and draws from the work of Mihaly Csikszentmihalyi, Marc David, Paul Chek, Brian Johnson, and NLP.  

If you are ready to take your life to the next level, get in touch with Laura today and start the journey toward a happier more fulfilling life.

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