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Terri Lomax
Senior Customer Success Manager @Zendesk
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WORK HISTORY
Senior Customer Success Manager @Zendesk
Managed a high-volume portfolio of 20–30 enterprise parent accounts and their subsidiaries, leading strategic lifecycle engagements to drive adoption, minimize churn risk, and uncover expansion opportunities. Notable customers include Chuck E. Cheese, Capital One, CSAA, Experian, Panda Restaurant Group, and Harvard Business PublishingActed as incident response lead for high-severity support issues, aligning cross-functional teams to resolve platform challenges during critical customer events and prevent churnMaintained rigorous account documentation via Gainsight and Salesforce; tracked customer health, forecast renewals, and advocated internally for customer needsServed as a trusted advisor to executive stakeholders through multithreaded outreach strategies, engaging roles such as CIO, CISO, VP, and Director to deliver business reviews, roadmap sessions, and tailored recommendations that drive alignment and support digital transformation effortsPartnered with Sales and Renewals to forecast risk and revenue retention, using customer sentiment, platform usage, and health scoring data to proactively mitigate churn and drive expansion strategy
EDUCATION
Salisbury University
Master of Arts, Conflict Analysis and Dispute Resolution
Kutztown University of Pennsylvania
Bachelor of Science in Business Administration, Marketing
SKILLS
ABOUT TERRI LOMAX
I know what it’s like to be overlooked, and I’ve spent my life helping others feel seen.With over a decade of experience in Silicon Valley consulting for Fortune 500 brands like Meta, IBM, TikTok, PayPal, and HP, I blend industry expertise with transformative experiences that spark immediate action.Through keynotes, workshops, coaching programs, and online courses, I empower professionals to own their value, increase their visibility, and lead with impact.WHAT I CAN HELP YOU WITH: High-impact keynotes, transformative workshops, and virtual (or in-person) trainings on personal branding and leadership development Frameworks and tools to help professionals overcome imposter syndrome, build confidence, and create clear career game plans Personal brand coaching and strategic consulting for thought leadership development Interactive learning experiences designed to spark reflection, action, and growthWHO I WORK WITH:I collaborate with:Corporate companies, conference planners, ERG leaders, talent development teams, DEI champions, and university partners to support:– Early- to mid-career professionals– Leadership development pipelines– Affinity group programming– Creator and personal brand cohorts– Employee personal development initiatives Let’s Create a Transformative Experience for Your Team! Email: t••••@terrilomax.com
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