Tricia C.

About Tricia C.

I\'ve spent my career at the intersection of product and customer experience — which turns out to be a pretty useful place to sit. Most CX leaders come up through customer success or services. I came up through product management, which means I\'ve always approached customer experience the way a product team does: start with research, understand the underlying problem, then build something that scales. That combination shapes everything about how I work.What I\'ve noticed is that a lot of CX challenges aren\'t really CX problems — they\'re design problems. The processes and operating models teams rely on were built for where the company was, not where it\'s going. I tend to see that gap early and think several steps ahead — not to over-engineer, but to avoid the obvious problems that happen when you only solve for the first step or the short-term.At Highspot I took a fragmented post-sales operation and built a scalable delivery model that drove 250% product adoption growth, 15%+ margin improvement, and consistent 4.8/5 customer satisfaction. Before that I spent years in product across fintech, sports media, cybersecurity, and SaaS — which gives me a breadth of perspective most CX leaders don\'t have.If you\'re building something and need someone who can see around corners, I\'d love to connect.

Experience

1. Customer Experience Operations Director

   Highspot

   Oct 2020 — Present · Seattle, WA, US

   When I joined Highspot, the post-sales operation was fragmented — margins were low, product adoption was inconsistent, and customers weren\'t seeing the full value of what they\'d bought. I built a new delivery model from the ground up: new customer journey, playbooks, enablement systems, and self-service education designed around what customers actually needed at each stage.The results have been consistent: 250% increase in product adoption, 15%+ margin improvement, and a 4.8/5 average customer satisfaction score maintained quarter over quarter. Along the way I\'ve introduced AI-powered automation and templating workflows that reduced manual effort across teams and improved the consistency of our customer-facing experience at scale.I work closely with executive leadership on GTM strategy, cross-functional initiatives, and change management — and I serve as the internal SME whenever we\'re introducing something new that affects how we serve customers.

Education

• University of Michigan

  Bachelor of Business Administration (BBA), Marketing

• Gonzaga University

  Master of Arts - MA, Organizational Leadership - Change Management

• University of Michigan

  Bachelor of Arts (B.A.), Economics

Skills

• Web Project Management
• Web Development
• Strategy
• E-Commerce
• Wireframes
• Digital Strategy
• Ordering Takeout
• Team Management
• Sem
• Web Analytics
• Deductive Reasoning
• Team Building
• Management
• Digital Marketing
• User Interface Design
• Team Leadership
• Ios Development
• User Experience
• Roadmap Management
• Enthusiast
• Mobile Experience
• Google Analytics
• Mobile Development
• Mobile User Experience
• Product Roadmap
• Mobile Devices
• Collaboration
• Ppc
• Mobile Marketing
• Sdlc
• Optimization
• Creative Direction
• Driving While Listening to Music
• Voice Projection
• Wireframing
• Strategic Planning
• Information Architecture
• Usability
• Product Management
• Mobile Applications