Nick Todd
Senior Director of Professional Services at Constant Contact | Customer Success Leader | SaaS Tech Experience
- Role
- Senior Director of Professional Services at Constant Contact
- Location
- Erie, CO, US
- LinkedIn followers
- 500 followers
About Nick Todd
Motivated leader with 20 years of experience across multiple departments, with a proven ability to drive high performance and create/scale new initiatives while making strategic decisions based on data analysis. Passionate about helping businesses thrive and grow with the right tools, used the right way. Focused on building relationships with customers and within the corporation to deliver the optimal service and products that result in long-term, loyal customers. Driven to develop a team culture of trust, collaboration, innovation, and coaching, where “wins” are celebrated together and employees’ work/accomplishments are valued. Career Successes: • Launched the Customer Kickoff program at Constant Contact in 2015, an onboarding initiative to bridge the gap between Sales and Support, resulting in better product adoption, retention (5-6% cancellation rate improvement), and customer satisfaction (consistently above 97%). • Led Constant Contact’s Customer Success team in winning the award for “Strongest Impact at an Enterprise - greater than 500” at the Totango Customer Success Summit in 2018. Our onboarding process included Kickoff appointments, white glove experience for high value customers, marketing consultations, and free “how to” webinars. • Developed the Marketing Advisor service at Constant Contact, which won Silver for the “Best New Service of the Year” at the Best in Biz Awards in 2019. This recurring marketing service was born from customer feedback and provides coaching, support, and marketing strategy to improve retention and deliver customer results. • Defined Professional Services add-on catalog for Constant Contact, focusing on the optimal services that drive success for our customers, delivering results while driving revenue and renewals (60+% renewal rate, on average). • By optimizing processes and monitoring productivity metrics, increased billable efficiencies by 10-15% in 2023.
Experience
Senior Director of Professional Services
Jul 2023 — Present · Loveland, CO, US
Education
Babson College
Entrepreneurship
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