Amy Vikander
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Sr. VP of Customer Success
Manhattan, Kansas, United States
Résumé
Jobs
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Sr. VP of Customer SuccessCivicPlusOct 2021 - Current (4 years 11 months)- Vice President of Client ServicesCivicPlusJun 2020 - Jan 2022 (1 year 8 months)
- Director Of OperationsCivicPlusMay 2018 - Jun 2020 (2 years 2 months)As the Director of Operations, I oversee integration planning for acquisitions and ensures a smooth transition pre- and post-merger throughout the organization. In this position, I also drive implementation and execution of innovative business processes that align with business strategies to increase operational effectiveness and efficiencies. As the Director of Operations, I manage the In-House Legal and Contracts team to align processes and minimize risk on client contracts, vendor and partnership agreements, acquisitions, etc. Additionally, I serve on the CivicPlus Operating Committee (CPOC) that focuses on the short-term strategic planning of the organization and assists in maintaining the organizational direction.
- Business Development DirectorCivicPlusJan 2016 - May 2018 (2 years 5 months)
- CivicReady General ManagerCivicPlusFeb 2015 - Dec 2015 (11 months)
- Director of Client CareCivicPlusDec 2010 - Feb 2015 (4 years 3 months)As the Director of Client Care I help define the strategy and vision for CivicPlus while leading a team of Account Managers and Support Specialists within the Client Care Department. As a leader, I work to development teams with a focus on improving customer experience and managing our service level agreements. I lead by empowering my team to learn how the business operates beyond our department. I encourage continual growth and have high expectations for every team member. As the Director of Client Care, I have had proven success in process improvement and team building which has increased inside sales by over 50%, reduced the handle time for client concerns by more than 10% and created KPI’s that play a strong balance on individual, tea
- ePayment AdministratorCivicPlusJun 2010 - Dec 2010 (7 months)As the ePayment Administrator I built awareness and worked to implement clients with online payment capabilities. This position required the ability to interrupt client’s needs and requirements while managing their expectations to implement their online payment presence.
- Content Development ManagerCivicPlusApr 2009 - Jun 2010 (1 year 3 months)As the Content Development Manager I had the pleasure to lead a team of experts while increasing productivity and implementing new process improvements. This team worked to help city and county governments create highly engaging content for their websites and implement new processes. During this time I worked to establish new performance metrics for all key members, created new department structure which allowed for growth opportunities and advancement, and implemented training / onboarding process for new employees.
- Content Development Lead / TrainerCivicPlusNov 2007 - Apr 2009 (1 year 6 months)
- Client Services LeaderVerifications IncFeb 2006 - Nov 2007 (1 year 10 months)While at Verifications I held various positions all surrounding the customer’s needs. As the Client Services Leader, I managed a team of support specialist concentrating on implementation, customer service, and overall quality. With Verifications I had the opportunity to not only work for an outstanding organization but alongside of some the most talented individuals in the industry.
- Client Implementation CoordinatorVerifications IncSep 2005 - Feb 2006 (6 months)
- Client Service RepresentativeVerifications IncFeb 2004 - Sep 2005 (1 year 8 months)
- MProperty ManagerMcCullough Development IncJan 2000 - Jan 2004 (4 years 1 month)
Education
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- Kansas State UniversityKansas State University