Erica
Recognized as a connector, trust builder and visionary leader, I leverage data, insights, and efficiency strategies to optimize performance, accelerate customer retention, and maximize satisfaction.
- Role
- Director, Customer Success Management at Pushpay
- Location
- Austin, TX, US
- LinkedIn followers
- 500 followers
About Erica
A results driven, insightful leader possessing key expertise in the areas of Client Services, Account Management and Development within multiple industries. Known as an innovative negotiator who demonstrates high level of integrity with a history of successfully developing and growing profitable business by building long term relationships both internally and externally. Proven bottom line focus, managing projects with cross functional and diverse teams exceeding business goals.
Experience
Director, Customer Success Management
Jan 2023 — Present
Driving strategic initiatives resulting in $131M YoY reduction in account churn through targeted retention programs and proactive customer engagementOrchestrated comprehensive customer lifecycle optimization strategies, achieving 6% YoY improvement in Net Retention through data-driven decision makingSpearheaded transformation of SaaS payment processing workflows, establishing scalable frameworks for sustained customer growth and revenue optimizationLead cross-functional customer success teams in implementing strategic processes, strengthening client relationships and enhancing service delivery standards
Education
University of Phoenix
Bachelor of Business Administration (B.B.A.), Business, Management, Marketing, and Related Support Services
2002 — 2004
Austin Community College
Bachelor of Business Administration (B.B.A.), Business Administration and Management, General
1993 — 1995
Acosta University
Certified Professional Category Manager, Category Management
University of Phoenix
Master of Business Administration - MBA
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