Emery Sinclair

WORK HISTORY

EDUCATION

SKILLS

ABOUT EMERY SINCLAIR

Dynamic VP of Customer Success with deep experience building and implementing new Customer Success practices highly performing in strategic account management, onboarding, support and training. Focused on driving value and increasing revenue and retention through data driven Customer Success strategies. Passionate about partnering with clients, providing a unique customer experience by building strong relationships built on trust, consultation and providing cross-functional team leadership by advocating for a customer centric perspective across organizations. Track record of using Customer Success approaches to grow revenue by the millions. Curious, life-long learner not afraid to challenge the status quo and try new approaches. CAREER HIGHLIGHTS • Created Customer Success team that contributed to building the 2nd unicorn in the history of Portugal; created go to market strategy and value proposition statement, focused on increasing utilization, overhauled pricing model, and modified delivery approach leading to a 45% increase in utilization and a 24% increase in profit margin in the first year• Built a global Customer Success Organization from scratch serving 3 continents with onboarding, account management, and training leading to a 24 point increase in the NPS score in the first year by reallocating existing resources, hiring additional team members to fill gaps, and transforming company culture towards customer advocacy and partnership• Grew revenue by 58% and achieved 97% customer retention and renewal rates through the establishment of a professional services team and customer success group by analyzing the existing implementation model, introducing a standardized delivery system, repurposing existing resources, and recruiting a talented team becoming the primary driver of revenue for the entire organization