Erin Norris
Customer Experience Leader | Data-Driven | Growth-Focused | Team Builder
- Role
- Director of Customer Success at New Frontier Data
- Location
- Newport Beach, CA, US
- LinkedIn followers
- 500 followers
Experience
Director of Customer Success
Feb 2023 — Present · Washington, DC, US
Led the creation of the Customer Success department to support the launch of a new product offering- Drove over in revenue in year 1 of product offering as the sole customer success associate- Leveraged industry expertise to deliver strategic recommendations and drive customer renewals, achieving 98%renewal rate- Drove average 500% Monthly Recurring Revenue (MRR) account growth by identifying expansion opportunitiesand developing strategies for at-risk accounts in first two years- Developed customer success playbooks, SOPs, and training program- Manage a team of 10 and report directly to CEO with monthly forecasting, successful strategies implemented,and pipeline of improvements- Created end-to-end customer experience from onboarding, product training, quarterly business reviews, tocomplex renewal deals- Developed bi-weekly business reviews analyzing customer data, highlighted KPIs, addressed roadblocks, andimplemented process improvements while serving as a trusted advisor- Oversaw task delegation to ensure timely completion across Sales, Data, and Media teams to address customer pain points and create custom solutions tailored to clients\' business needs
Education
UC Santa Barbara
Bachelor of Arts (B.A.), Cultural Anthropology
2012 — 2014
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