Maddy B.
๐๐ข๐ซ๐๐๐ญ๐จ๐ซ ๐จ๐ ๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ ๐๐ฎ๐๐๐๐ฌ๐ฌ @ ๐๐ซ๐ฒ๐จ๐ฉ๐จ๐ซ๐ญ โฆ Project Management โฆ Talent Management โฆ 18+ Years Exp โฆ Contact Centre Industry โฆ BPO โฆ Vendor Management โฆ Business Excellence โฆ
- Role
- Director of Customer Success at Cryoport Systems
- Location
- Martinsburg, WV, US
- LinkedIn followers
- 500 followers
About Maddy B.
Senior Management Executive who obsesses over building extraordinary customer experiences grounded in business goals. Proven skills in leadership, strategy, operations and execution experience in startup environments and large-scale organizations. Empowers transition and growth via analytical data and by building strong alliances. Capable of working in complex heterogeneous environments with distributed teams and global customers.Extensive experience in developing and leading high-performing, 600+ sized teams, driving CSAT at 95% levels, focusing on products and services that customers love. Collaborating with technology and product teams focusing on improved performance.Proficient in global vendor management with experience that covers countries like Portugal, Philippines, SouthAmerica, Ukraine and India, driving strategic collaborations.Currently with Cryoport as the Director of Customer Success. Responsible for operations across the Americas, EMEA, and APAC regions.Strategic partner to the CEO and CFO on business operations and scaling up. Managing million dollar budgets with P&L ownership driving effective cost saving strategies. Excelling in leading cross-functional teams to deliver reliable performance and drive lasting business impact.Professional experience includes the following: United AirlinesTripAdvisor FedExLime Micro Mobility Hutchinson 3GWiproCognizantInterested in:Startups for outsourcing opportunitiesBusiness plans CX projects
Experience
Director of Customer Success
Nov 2022 โ Present ยท CA, US
Leading the development of a customer-centric culture and owning the overall customer journey. Responsible for operations across the Americas, EMEA, and APAC regions. Leveraging expertise in Business Process Outsourcing (BPO) to drive exceptional customer success, overseeing operations, and developing strategies that optimize customer experience and deliver unparalleled value to Cryoport\'s global customer base. Establishing processes for continuous improvement, regularly analyzing customer feedback and industry trends, and leveraging data insights to identify areas of improvement and drive operational efficiency, productivity, and profitability. Envisioning and implementing customer success strategies, promoting product adoption, and maximizing customer outcomes. Driving customer adoption of Cryoport\'s products and services, ensuring that customers are maximizing their value and ROI. Identifying opportunities to expand customer relationships with a focus on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention. Implemented customer retention strategies and continuously tracked and improved customer retention metrics. Collaborating closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities, identifying opportunities and risks to drive growth and improve customer satisfaction.
Education
IITC
Associate Degree , Hospitality Administration/Management
Arihant University
Bachelor's degree, Business/Commerce, General
2000 โ 2003
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included ยท No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.