Terri Helus
Customer experience architect with a change management mindset.
- Role
- Director of Customer Strategy and Operations at Headlight
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Terri Helus
With a decade of leadership experience in customer strategy and operations, I lead…
Experience
Director of Customer Strategy and Operations
Oct 2024 — Present · Seattle, WA, US
Establishes the standard of care for how HeadLight drives successful customer outcomes and provides coaching and mentorship to HeadLight’s customer success team. Across the customer delivery lifecycle, ensures internal and external team alignment on contractual commitments and expected outcomes needed to deliver value to the customer. Collaborates with company leadership to align the customer strategy with HeadLight’s long-term growth objectives-Defines HeadLight’s customer implementation and onboarding strategy, focusing on driving customer engagement, rapid adoption, improving satisfaction, and ensuring long-term retention- Develops and implements strategies to drive customer success, ensuring customers fully realize the value of the HeadLight platform and achieve their desired outcomes- Designs and implements change management strategies to facilitate smooth transitions during the implementation process- Proactively identifies and manages risks related to customer satisfaction and operational delivery, implementing mitigation strategies to address challenges before they escalate- Develops performance metrics for the team and provides coaching, training, and professional development opportunities to ensure the team delivers at a high level- Mentors our team of customer-facing professionals, fostering a culture of accountability, collaboration, and customer-first thinking- Ensures alignment of the customer success, onboarding, and support teams with the broader strategic objectives of the company.
Skills
- Sales
- Sourcing New Business
- Public Speaking
- Crm
- Software as a Service (Saas)
- Advertising
- Marketing
- Interviews
- Human Resources
- Public Relations
- Internal Communications
- Media Relations
- Wrike
- Training
- Writing
- Customer Service
- Social Media
- Team Building
- Management
- Strategic Planning
- Microsoft Excel
- Client Profiles
- Strategic Communications
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