PartnerHero

Working with our amazing internal teams to leverage our propriety tech, third-party partnerships, and services to bring increased efficiency and lowered cost for stellar CX delivery to all of our Partners.

VP, Managed Operations

As the VP of CX Insights & Community at PartnerHero, I work alongside our Ops, Marketing and Product teams to educate and elevate our Partners and Associates. 

As the person responsible for defining what "Insights" means for our business, I strive to create educational content, collect data-driven insights, and work alongside our amazing team members to bottle up and deliver all of the CX goodness that we are doing internally.

VP, CX Insights and Community

EmpathIQ

EmpathIQ helps you identify your team's shifts in mood and understand the best ways to help and empower them.

Connect EmpathIQ to any tool your team uses—video, chat or email—and get direct insights about the mental wellness of your team.

Set alerts and triggers for specific flags at the managerial or personal level. Early-detect symptoms of burnout, depression, and anxiety, and generate a customized plan for how to combat and address them in the workplace.

Founder

Venafi

Creating the customer success strategy from scratch for a category-changing new SaaS product. Responsible for hiring, global strategy, forecasting, and developing/launching key initiatives. Current project: implementing automation within our CS org to improve on expansion, overall health, and time to value.

VP of Customer Success

Appcues

Helping people create in-app experiences that people love. I started as a consultant in 2017 helping to build out and scale the support function from scratch. Now, I lead the customer experience functionality at Appcues. That includes customer support, customer success (enterprise and commercial), support engineering, and our implementation team.

Beyond that, I am responsible for structuring reporting and measurement standards as well as KPIs that keep our team aligned with the rest of the company—specifically product as it grows. I've shifted CS compensation, restrategized our onboarding initiatives, and made massive impacts in both adoption and retention. 

The key component of my leadership strategy are experimental, scalable initiatives that put ownership on the individual teams to succeed. I find that ownership is the key to engagement, and love working with individuals on projects from conception to execution and maintenance. There's no such thing as a failure—we can learn from everything as long as we are brave enough to try it.

I also own some of the people-driven leadership aspects at Appcues, including leading initiatives for company-wide career pathing, DEI, remote culture inclusion, and reassessing and designing our company values.

VP of Customer Experience

Consultant

Atlassian

As Head of Customer Support for Trello at Atlassian, I guided our team through acquisition, ensuring timely adoption of all new processes and tools with no customer support down-time. I developed our team to 24/5 support coverage with international hiring and maintained a remote-first team culture. I continue to experiment with and implement new methodologies in document management, support tools, and team productivity initiatives.

Some of the lasting impacts that we have made via out-of-the-queue projects are: self-service support functionality that successfully deflects 25% of incoming tickets per month, proactive support onboarding campaigns improving MAU and customer retention, and internal tools to maintain high eNPS across the support team.

Head of Customer Support, Trello

Campaign Monitor

My responsibilities as the sole member of the integrations team at Campaign Monitor touch on most of the different facets of the business. On any given day you can find me having discovery calls with interested integration partners, helping develop and support new or upcoming integrations, maintaining Campaign Monitor's compliance and customer experience guidelines with our integrations partners, creating training documentation about integrations or development, and focusing on co-marketing strategies for webinars, blog posts and social media. I've also helped to create foundational guidelines for our partnership and integrations strategies: conducting customer research to spec out new integrations, determining which promotional methods will be most effective, and partnering with product and development to execute on them. Equal parts communication, relationship building and technical savvy have helped me towards success in this role and have facilitated my ability to handle all aspects of integrations with confidence—I am just as comfortable working with APIs as I am talking to an executive team about strategy.

If you're building or have built an integration with Campaign Monitor, I'm your lady! My experiences in support and customer success have allowed me to generate a solid understanding of the needs and wants of our customers, thus affording me the opportunity to best guide you in the integrations process and beyond. If you're looking to build, let's get in touch about how we can get the ball rolling, get your integration listed on our pages and potentially do some great things together!

Integrations Manager

Wistia

The Customer Champion role at Wistia is a unique zebra of a support position. While much of my day-to-day involves handling support inquiries, bug reports, and troubleshooting issues with customers, I am also the wearer of many hats. In my time at Wistia I have learned several coding languages, learned how to use programs that I never thought I would get my hands on, and learned how truly important a smooth and frictionless customer experience can be. This has led me to be more involved in the product development process, prioritization of issues on the product roadmap, and enabled me to have a more hands-on understanding of what goes into being on a product team.

Outside of my role as Customer Champion, I built out and moderated our Community with my colleague Elise. I was integral in our weekly video series the Mod Minute as well as managing and bringing in influencers for our AMA series. I was also responsible for implementing and maintaining a process called All Hands Support (AHS), which gets all members of the Wistia team in the inbox for a day once a month. Along with AHS, I put Dev on Point into practice, a version of AHS which creates a bridge between the gaps of Customer Happiness, Product and Development. I was also responsible for the conception and implementation of a number of support practices  and training centered around better efficiency for both inner and external customers as well as conducting weekly 1:1 meetings with the rest of the team. I love focusing on where the big issues are, both with customers and within our individual teams, and trying to figure out the best way to solve them.

Customer Champion & Community Moderator

Apple Retail

-Launch new team building initiatives and practices in support of sales team
-Manage recruiting of new team members to the team
-Communicate feedback about individual sales and customer interaction styles
-Assume responsibility of monthly recognition and implement strategies to better the feedback process
-Facilitate developmental conversations with sales representatives and keep individual progress notes
-Drive store results by exceeding daily goals.

Expert

Northfield Mount Hermon School

-Increased the head count of the team by triple.
-Improved the original training procedures for incoming RCCs to include Mac and PC based programs.
-Maintained system operations for a one-thousand-five-hundred computer network.
-Promoted continuity in training programs for incoming RCCs.
-Functioned as a sound piece between the student body, and the technical development team.

Head Residential Computer Consultant

VP, CX Insights & Community at PartnerHero | Talking about creating your customer experience from scratch. I build and scale customer-facing teams that give a shit and can help you do the same.

I transitioned from being a barista to working in customer experience 20 years ago, and life hasn't been the same since.

I've been fortunate enough to work at companies like Wistia, Atlassian, Trello and Appcues. I've worked with amazing customer-facing folks to create scalable strategies and delight customers. 

Now, I spend my time helping to elevate leaders of teams and empower them to create the best customer experience. Employee-centered teams with simple, beautiful processes are where I find my joy.

Outside of my work with PartnerHero, I also consult and write for businesses such as Help Scout, HubSpot, and others. Let's work together!

Where are my companies hiring for Director+ (VP, C) in CX, Support or Success? Feel free to drop them here or send me a DM if you’ve got something in the works that isn’t public yet. 

Some folks in my network lost their jobs recently and I am on the lookout for opportunities.

Mercer Smith

VP, Managed Operations at PartnerHero, Author of CXOXO | Talking about creating your customer experience from scratch. I build and scale customer-facing teams that give a shit and can help you do the same.

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