Nikki Hershik

About Nikki Hershik

Don\'t dwell on what went wrong. Instead, focus on what to do next. Spend your energies on moving forward toward finding the answer.\"Strategic operations and customer success executive with extensive experience building and scaling high-performing teams, optimizing complex processes, and driving operational excellence across B2B SaaS and professional services organizations. I bring structure to complexity, transforming operational chaos into streamlined systems that improve delivery, strengthen the customer experience, and drive measurable results.My core strength lies in operational transformation across the full customer lifecycle. I’ve led customer success and account teams responsible for onboarding, implementation, adoption, renewals, and expansion, while also designing the operating systems that make outcomes repeatable. I’ve consistently delivered significant productivity gains, including a 40% increase through organizational restructuring and data-driven performance management, by implementing process automation, enhancing workflow efficiency, and aligning cross-functional teams around shared goals. I excel at capacity planning, budget optimization, and resource allocation, ensuring work is delivered on time, on budget, and with excellence.As an operations leader, I own the full operating lifecycle—from hiring and onboarding to performance development, utilization tracking, and continuous improvement initiatives. I’ve also integrated business units post-acquisition, unlocking $250K in annual cost savings, and built operational frameworks that reduce execution time while improving data integrity, delivery consistency, and customer satisfaction.I thrive at the intersection of operations, customer success, and revenue, bridging internal teams with client executives to remove friction, accelerate adoption, protect retention, and enable growth. Whether optimizing internal systems, leading multi-million-dollar portfolios, or building scalable service delivery and go-to-market engines, I deliver operational excellence that drives durable business outcomes.

Experience

1. VP of Accounts & Operations

   The Abm Agency

   Dec 2024 — Present · Indianapolis, IN, US

Education

• Indiana University Bloomington

  Bachelor of Arts (B.A.), Telecommunications/Marketing

  2002 — 2006

Skills

• Marketing
• Microsoft Office
• Sales
• Social Media Marketing
• New Business Development
• Marketing Strategy
• Advertising
• Account Management
• Direct Sales
• Marketing Communications
• Customer Service