Seth Terbeek

About Seth Terbeek

Translating employee and customer insights into bottom-line outcomes has been my career\'s cornerstone, driving 300% NPS growth and generating over $1M in savings through strategic leadership in B2B SaaS and healthcare sectors. My approach? A relentless focus on excellence in customer experience, supported by innovative strategies and a deep belief in the power of collaboration.At the heart of my success is the ability to unite stakeholders behind a shared vision, transforming challenges into triumphs through a blend of emotional intelligence, strategic planning, and operational expertise. From overhauling CX operations to spearheading organizational transformations, my journey has been about making a tangible impact—enhancing service delivery, fostering a culture of client advocacy, and ensuring every team member feels empowered to take ownership of their contributions.Here\'s what I bring to the table:Strategic Visionary: Craft and execute forward-thinking plans that align with long-term business objectives, driving growth and innovation.Operational Excellence: Deep dive into CX operations to identify areas of improvement, leading to streamlined processes and significant cost savings.Leadership & Development: Mentor and coach teams with a focus on emotional intelligence, driving performance, and fostering a culture dedicated to excellence.In navigating the complex modern business landscape, I\'ve learned that the key to sustained growth and customer satisfaction lies in a proactive, insightful approach to leadership. Let\'s connect to explore how we can transform challenges into opportunities and drive your organization forward.

Experience

1. Vice President of Customer Transformation

   DrFirst, Inc.

   Mar 2022 — Present · Rockville, MD, US

   Throughout my tenure with DrFirst, I have established a track record of success and business impact, advancing through several roles of increasing scope, accountability, and influence.Most recently, I was promoted to increase company-wide focus on customer experience and outcomes and provide executive visibility into customer experience related to products and operations. I Developed CX / CS strategy to turn around a -10 NPS rating and drive operational alignment with corporate strategy to improve EBITDA and increase revenue. Led cross-functional team to implement NPS survey framework, through survey results, customer roundtables, and cross-functional action plans delivered 22-point NPS increase in 1 year. Provided operational and customer transparency process through bi-weekly executive management meetings. Established division Journey Mapping ethic to define ideal customer experience, leading to multiple process and experience improvements yielding $327k in bottom-line cost reduction. Championed product analysis methodology to identify usage gaps due to product issues, the resulting process was validated by product teams and leveraged by division leadership to prioritize key product enhancements. Product changes resulted in an additional $3.3 million in transactional revenue for product and division. Spearheaded the creation of a new Customer Success Manager team to cover company-wide operational gaps preventing account executives from meeting quarterly new sales goals. The new department of 2 CSMs allowed 5 account executives to regain 30% of their time for cross-selling.

Education

• SUNY Canton

  Bachelors of Technology, Information Technology

  2005 — 2007

• Harvard Business School Online

  Certificate, Negotiation Mastery

  2019 — 2019

• State University of New York College at Potsdam

  Computer Science

  2002 — 2005