Amy Downs
Founder, CEO @Customer Obsessing Consulting
Signup · Get unlimited contacts
WORK HISTORY
Founder, CEO @Customer Obsessing Consulting
Hamburg, DE
Customer Obsessing helps companies turn customer centricity into a true growth engine.We partner with leaders and teams to improve retention, expansion, and customer-led growth through strategic, execution-focused consulting and skills capability building via the CO Academy.Our work drives real cultural and operational change by strengthening the three pillars of sustainable customer success: people, process, and technology.Customer Obsessing is ideal for organizations looking to level up Customer Success, Support, Professional Services, Customer Experience, Training, Community, Advocacy, and Referral motions and for leadership teams committed to building a company-wide culture of customer obsession.
EDUCATION
University of Central Florida
Bachelor of Science Computer Science, Computer Science
University of Central Florida
MBA, Management Information Systems concentration
SKILLS
ABOUT AMY DOWNS
Authentic, energetic, empathetic leader with 20+ years of experience in enterprise software, known for inspiring teams, operationalizing plans and mobilizing organizations to deliver exceptional business results. Specialized in transforming company cultures to be customer obsessed resulting in world-class growth and retention.Amy helps companies reach their full potential by bringing out the best in people. Working across the entire organization to help employees understand the critical role they play in customers lives and empowering them to do their best work is the key to her success. By helping people believe in themselves and their potential and supporting them along the way, Amy has transformed the amazing companies she has consulted and worked for. Accomplishments:• Managed $1B ARR w/ 140% NRR across EMEA/APJ• Scaled two Global Paas/SaaS companies from $0 to >$150M ARR• Developed strategic accounts & at scale customer success programs, resulting in 99% logo and 171% Net Retention for 2 companies• Ground up builds of 3 successful professional services and 2 customer success organizations• Twice moved NPS from below average (20 and -4) to 65 and 85 respectively• Led Customer-Obsessed on-premise to SaaS transformationSpecialties- Global Customer Success, Professional Services & Support Executive Leader- P&L Ownership- Customer Obsession Transformations- SaaS/PaaS/UCPaaS/Subscription- World-class retention and Net ARR at scale (Enterprise & SMB)- NPS & Advocacy- Cross-functional team leadership / high EQ - Process engineering, operational excellence/efficiencies- Technology as a key differentiator to drive cost-effective yet exceptional experiences- Direct and Channel GTM
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.