Shannon Stewart

About Shannon Stewart

I bring a deep, hands-on background in customer-facing roles, with a career that spans…

Experience

1. VP of Customer Success

   Stack Sports

   Aug 2019 — Present

   Lead a global Customer Success organization made up of 50+ people supporting multiple technology products across both U.S-based and offshore teams Drive strategic initiatives to improve customer experience, streamline operations, and scale support functions Collaborate closely with Customer Experience, Marketing, Account Management and Product to align on customer outcomes, increase retention, and boost product adoption Helped create, advise and provide feedback on support processes, resulting in improved resolution times and customer satisfaction (CSAT) Regularly assess team performance and structure, using KPIs to understand how we can better position our support resources Took ownership of commerce operations functions, including product offering management, pricing analysis, and customer onboarding Identified and implemented cost-saving initiatives across support and commerce operations without compromising service quality Act as a cross-functional leader and problem-solver, stepping into roles as needed to drive results and support business goals

Education

• Baylor University

  Bachelor of Science, Health and Human Performance

  1993 — 1997

Skills

• Saas
• Direct Sales
• Sales Process
• Sales Leader
• Salesforce.com
• Lead Generation
• New Business Development
• Sales
• Account Management
• Email Marketing
• Enterprise Software
• Sales Management
• Management
• Product Marketing
• Sales Presentations