Tracy Zundel

Vice President of Customer Success

HappyCo

Jul 2024 - Aug 2025 (1 year 2 months)

Cultivated a high-performing Customer Success team, impacting continuous GRR improvement and KPI achievement. Drove consistent execution of initiatives and fostered a culture of accountability, innovation, collaboration and customer-first thinking. - Developed and executed a Customer Success strategy to align with company KPIs and growth objectives, driving measurable improvements in customer retention, satisfaction, and GRR. - Defined and operationalized a value-based success framework to accelerate time-to-value and drive measurable business outcomes for HappyCo's property management technology customers. - Served as a key member of the leadership team, shaping corporate strategy through customer-centric insights and initiatives. - Part

Director of Customer Success

Gainsight

Jun 2021 - Aug 2023 (2 years 3 months)

As Director of Customer Success at Gainsight, I led and built out a team of highly skilled Customer Success Managers for the Mid-Market. Dedicated to coaching, mentoring and inspiring these talented professionals, I fostered a strong team culture, enabling them to meet and exceed KPIs, accomplish individual goals and feel valued for their contributions and expertise. I was inspired by their enthusiasm and committed to celebrating their successes, as well as helping them overcome difficulties, understand areas for improvement and continue to grow. So that I could advocate for the team and take necessary action to create a supportive and healthy work environment, I endeavored to truly understand the needs of each individual, as well as the ov

Customer Success Director

Gainsight

Apr 2020 - Jun 2021 (1 year 3 months)

Resuming my role as a senior level Customer Success Director during the COVID-19 pandemic, I worked closely with key customer stakeholders to provide strategic guidance and best practice recommendations to drive value and achieve desired outcomes. My goal was to help our customers overcome business challenges and establish processes to identify risks, increase retention and effectively manage change and scalability throughout their organization. I collaborated with Account Managers to bring in renewals, foster account growth and meet revenue goals.

Education Director

Gainsight

Oct 2019 - Apr 2020 (7 months)

Promoted to the position of Education Director, my responsibilities expanded to include the following, in addition to those performed as Partner Education Director: - Planning, coordinating, executing and presenting at regular on site training events for customers, partners and new hires - Creating collateral and content, managing resources and handling all event logistics - Working closely with new customers to develop and deliver custom end user and manager training, based on their business processes and use cases, as well as best practices - Crafting content and recording web-based product training modules for end users - Creating Certification exam questions - Reviewing product Certification exam results and providing guidance to those

Partner Education Director

Gainsight

Apr 2018 - Oct 2019 (1 year 7 months)

In this role, I developed, rolled out and managed a new partner training program, including: - Defining and mapping out curriculum for technical and strategic enablement - Planning and coordinating onsite training events - Continually assessing the partner journey and refining program goals and requirements - Establishing partner qualification criteria and working with stakeholders to effectively move partners through necessary phases of education - Revising and expanding curriculum, based on changing needs, objectives and product offerings - Conducting workshops and webinars - Delivering training on strategy and best practices

Enterprise Customer Success Director

Gainsight

Dec 2014 - Apr 2018 (3 years 5 months)

Promoted from the position of Sr. CSM to Customer Success Director, I provided strategic consultation and insight to enterprise customers with the primary goal of ensuring they took full advantage of the value and benefits of using Gainsight. I worked closely with stakeholders at all levels to identify and address any potential risks, and to offer guidance and recommendations relating to Customer Success best practices. My objective was to ensure they were positioned to achieve the best possible outcomes by optimizing product use and adoption, and by effectively managing change and implementing impactful processes throughout their organization. Partnering closely with sales and implementation, I worked to ensure that proper expectations w

Sr. Enterprise Customer Success Manager

Hightail

Jun 2014 - Nov 2014 (6 months)

A trusted adviser to enterprise customers, I dedicated myself to understanding the customers' business objectives and success factors, making corresponding recommendations on how to achieve those and advising them on the best ways to leverage product capabilities and increase adoption and engagement. I provided ongoing training and consultation to ensure the greatest depth and breadth of product utilization. Continually identifying risks and opportunities for growth, I partnered closely with Sales Executives to execute renewals and meet a revenue goal, always keeping my finger on the pulse of the customer experience.

Customer Value Manager

Liveperson

May 2013 - May 2014 (1 year 1 month)

The Customer Value Manager role at LivePerson required ongoing alignment with customers regarding their objectives and KPIs, ensuring the satisfaction of enterprise accounts and becoming a trusted client adviser. My primary focus was facilitating the successful adoption and optimization of customer engagement solutions, including live chat, voice and content marketing, and delivering value through established Customer Success Offerings and performance management projects. Based on customer interactions and frequent touch-points, I partnered collaboratively with teams and stakeholders to help the customer achieve its goals. I communicated and advocated individual customer needs internally, acting as the voice of the customer. In addition,

Customer Success Consultant

Independent

Jun 2012 - Feb 2013 (9 months)

Senior Client Advisor

BOTTOMLINE TECHNOLOGIES

Dec 2009 - Jun 2011 (1 year 7 months)

Responsible for the strategic management and growth of large accounts, I offered consultative solutions and guidance to clients in order to develop and maintain a strong and mutually beneficial partnership. My efforts and contributions included providing value-added programs and professional services for clients, developing training workshops, retaining and increasing revenue from existing customers and fostering successful relationships with key business stakeholders and decision makers.

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Customer Experience Program Manager

LexisNexis Examen

Jan 2008 - May 2009 (1 year 5 months)

I created, launched and managed a new Customer Experience Program across products, establishing program strategies, key initiatives and criteria for success. In conjunction with other listening posts and inputs, Net Promoter Score and CSAT questions were used in relationship surveys to measure customer loyalty and identify actionable opportunities to improve the end to end customer experience. The CX Program achieved exceptional success, increasing client references and improving NPS by up to 72% in just the first year. In addition, I was responsible for *Establishing an internal "Quality Council" with members form each department *Performing in-depth customer survey analysis, identifying trends, areas for improvement and resolution strat

Sr. Wine Consultant

The Traveling Vineyard

Feb 2007 - Mar 2009 (2 years 2 months)

As a Sr. Wine Consultant, I conducted wine tasting events, offering hosts and guests the unique opportunity to bring a tasting room experience into their home or place of business. I enjoyed sharing wine tasting basics and providing information to increase participants' enjoyment and understanding of wine. Discussions touched on color, nose, body, type, grapes, regional and winemaker information, and ideal food pairing. During each event, I made recommendations based on customers’ individual needs and preferences and placed orders for wine, accessories and wine club memberships. I employed marketing strategies, participated in industry events and effectively generated repeat business through ongoing customer communication. Throughout this

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Strategic Account Manager - Customer Success Team Manager

LexisNexis Examen

Jan 2004 - Dec 2007 (4 years)

As the Manager of a Customer Success team working with clients using multiple SaaS applications for legal e-billing and matter management, my segment was accountable for a portfolio representing over $10 million in annual revenue. My constant focus was on professional development, account retention, contract renewal, revenue growth and delivery of consultative solutions and superior customer service. In this role, I was proud to receive the LexisNexis US Corporate and Legal Markets Value Award for Customer Focus. My accomplishments included: *Driving corporate-wide and departmental process improvements to create efficiencies, leverage best practices and increase company profit *Participating in industry events to increase knowledge of com

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Account Manager (Customer Success)

LexisNexis Examen

May 1996 - Jan 2004 (7 years 9 months)

In this Customer Success position, I owned managing, developing and retaining corporate accounts and effectively addressing client needs to ensure complete satisfaction with all services provided by the company (fka Examen, Inc.). I served as primary internal and external liaison for all aspects of product and service delivery for accounts. My primary responsibilities included: *Understanding each client's corporate goals and objectives and cultivating relationships with executive decision makers and other key stakeholders *Contributing ideas for product enhancements and collaborating with the product team on road map prioritization *Assessing client issues and facilitating resolution or escalation, as appropriate. *Creating and pres

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