C
Chris Nielson
About
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Vice President, SMB Customer Success & Onboarding
Salt Lake City, Utah, United States
Résumé
Jobs
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Strategy ManagerThe Church of Jesus Christ of Latterday SaintsAug 2026- Vice President, SMB Customer Success & OnboardingPodiumAug 2023 - Aug 2026 (3 years 1 month)
- Vice President, SMB OnboardingPodiumJan 2022 - Aug 2023 (1 year 8 months)
- Vice President, Enterprise Customer SuccessPodiumNov 2018 - Dec 2021 (3 years 2 months)Responsible for leading, expanding, and mentoring the Enterprise and Commercial Customer Success teams. Set the strategy and prioritize Objectives and Key Results (OKRs). Focused on driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers and collaborating across teams to identify and pursue customer growth opportunities. Represent the voice of our largest customers and influence internal stakeholders by promoting a customer-centric mindset across the organization. Partner with our sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them.
- Sr. Director, Customer SuccessPodiumDec 2017 - Oct 2018 (11 months)
- Director, Implementation ManagementMaritzCxNov 2014 - Dec 2017 (3 years 2 months)Managed team of 40+ technical project managers and specialists in the implementation and management of the MaritzCX SaaS platform for customers like Ford, BMW, Fiat, Adobe, T-Mobile, HSBC & Bank of America. Developed and led team’s strategic vision through collaboration with cross functional teams and senior leaders up to the C-Suite. Procured and implemented Workfront for professional services organization. Created service pricing tool for sales reps and engineers used in the scoping of technical service contracts. Designed and implemented a process that reduced average project duration from 250 days to 120 days. Reduced backlog of open customer work from 2.5 years to 6 months outstanding. Implemented and managed company-wide SaaS platform
- Director, Project Management OfficeAllegiance IncSep 2012 - Nov 2014 (2 years 3 months)Direct, train and coach team of Program Managers in the implementation of Voice of the Customer Intelligence (VoCi™) solutions. Define, design and develop implementation process, documentation and best practice to increase team velocity and efficiency. Assist Allegiance sales and solutions engineers in scoping and designing product offerings in new sales opportunities.
- Implementation ManagerAllegiance IncAug 2011 - Sep 2012 (1 year 2 months)Managed cross-functional tactical teams in the implementation of Voice of the Customer Intelligence (VoCi™) solutions. Included requirements gathering, developing scope, resource scheduling and managing risk. Assisted enterprise clients in streamlining multi-channel customer feedback programs into one platform. Aided in the development of implementation process design and best practice to increase team velocity and efficiency. Partnered with Allegiance product management to help shape the development of Allegiance’s software offerings.
- Program ManagerAllegiance IncJan 2011 - Jul 2011 (7 months)Worked with clients to uncover methods for driving organizational change by leveraging customer and employee feedback data. Consulted on VoC program survey design, communications design, implementation, and launch. Reviewed live feedback programs and recommended adjustments and optimization opportunities.
- Operations ManagerLighthouse Research Development IncMar 2010 - Jan 2011 (11 months)Initiated research projects and executed to completion, including client calls, pricing, bidding, client servicing, quota, and quality control. Managed research projects for many Fortune 500 companies including: HP, Coca-Cola, Wal-Mart Stores, Kroger, Johnson & Johnson, Walt Disney, Time Warner, and American Express. Acted as the client contact and monitored projects to ensure they efficiently and effectively provided needed services to clients. Analyzed research operations to evaluate performance of company and staff and to determine areas of cost reduction and procedural improvement.
- Business Development ManagerLighthouse Research Development IncJul 2009 - Mar 2010 (9 months)Lighthouse Research & Development is a full-service marketing research firm, providing a wide range of quantitative and qualitative services including Advertising Awareness and Effectiveness Studies, Customer and Employee Satisfaction Surveys, Loyalty Studies, Marketing Research, Market Segmentation, Product Development, Political, Public Opinion & Strategy Development. Lighthouse Research offers customized, innovative solutions that help clients obtain the information that is necessary to make sound, well-planned business decisions.
Assisted in developing and planning project proposals. Tracked the new business channel maintaining status of current and upcoming opportunities. Followed up with clients on research findings and fur
Education
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- Psychology, Business ManagmentBrigham Young University
- Master of Business Administration (MBABrigham Young University Marriott School of BusinessJan 2013 - Jan 2015 (2 years 1 month)
Awards
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- IFounders Club 2018Issued by Podium Inc
- ICustomer Service - Executive of the YearIssued by The Stevie AwardsThe Stevie Awards for Sales & Customer Service recognize the achievements of customer service, business development and sales professionals.
https://stevieawards.com/aba/podium-customer-service-executive-year
Publications
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- PCustomer Interaction: How to turn customers into marketersPodium OctHow does one steakhouse in Indiana stand out from the other eight around the block? How does one mattress store astronomically improve customer relationships mid-pandemic? And how can your business do the same, both during and after the pandemic, without increasing your ad spend?