Eric Houtman
Senior Manger of Customer Onboarding & Customer Success @Intuit Mailchimp
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WORK HISTORY
Senior Manger of Customer Onboarding & Customer Success @Intuit Mailchimp
Responsible for end to end management of Mailchimp Scale Onboarding and Customer Success Program, supporting all global markets for first time user setup and support- Led initiatives with partner marketing and engineering teams to test and deploy high performing in-product entry points to drive new customers to human assistance support, increasing customer engagement 6.4x- Scaled team 5x to support all global markets, including leading the launch of a offshore based team to support APAC region, leading to 20% increase in customer enagement- Lead the development of vendor training, quality, and SOP program focused on increasing customer product adoption and net promoter score that resulted in a 40% increase YoY in advanced product adoption for engaged customers and tNPS improvement from 73 to 83. Additionally, this effort increased the revenue retention impact of the onboarding program by 36%-Serve as program owner and stakeholder for all Mailchimp onboarding experience developments, working in partnership with engineering teams to identify customer impacting issues and improvement opportunities. For example, partnered with engineering teams to deploy meeting appointment logic updates that reduced customer wait times by 57% and reduced volume of customers dropping due to extended wait times to <0.5%.
EDUCATION
Washington University in St. Louis
Bachelor’s Degree, History
Calvin University
Bachelor of Arts (BA), History
SKILLS
ABOUT ERIC HOUTMAN
I have assisted both small start-ups and large corporations with building lean operations that produce a high quality product at the lowest cost. From industrial supplies to electric vehicles and wastewater system management, I have built a strong portfolio of success in pushing organization to realize their potential.
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