Nikki Grigsby

Nikki Grigsby

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Chief Customer Officer
United States

Timeline

work
Job

Résumé

Jobs verified_user 0% verified
  • ICIMS
    Chief Customer Officer
    ICIMS
    Jan 2025 - Current (1 year 10 months)
  • Syndigo
    Chief Operations and HR Officer
    Syndigo
    Jan 2023 - Dec 2024 (2 years)
  • Syndigo
    Chief Operations Officer
    Syndigo
    Oct 2021 - Jun 2023 (1 year 9 months)
  • Cision
    Senior Vice President Customer Success, Services & Account Management
    Cision
    Nov 2020 - Oct 2021 (1 year)
    A leading global provider of earned media software and services to PR and Marketing professionals. CISION has over 4,800 employees with offices in 24 countries throughout the Americas, EMEA, and APAC. Acquired by Platinum Equity in January 2020 for $2.7B.

    Responsible for retaining and growing market revenue of 13,000+ accounts.

    Developed and launched strategies and teams to proactively drive client value. Continued efforts to standardize across regions and implement best practices targeting customer success, account planning, Salesforce optimization, dashboards and analytics, building and growing account relationships, playbooks and overall operational performance. Efforts have resulted in increased client renewal rat
  • Cision
    Head of Sales Enablement
    Cision
    May 2020 - Nov 2020 (7 months)
    Asked to lead the transformation, organizational design, talent strategy, vision, planning and execution for all aspects of Sales Enablement in an interim role while also leading the Customer Experience teams. Worked with stakeholders in multiple business units to identify success factors and build strategies to activate and accelerate performance and growth. After a successful launch of the new team and organization, transitioned the ongoing leadership to CRO.
  • Cision
    Senior Vice President, Global Customer Success & Service
    Cision
    Sep 2019 - Nov 2020 (1 year 3 months)
    Responsible for overall Customer Success and Services design and strategy across the customer experience lifecycle including engagement models, organizational design and transformation of tools and processes ensuring talent and strategic programs are in place to deliver customer retention and expansion.

    Leading teams specialized in: Learning & Development, Onboarding, Professional Consulting Services, Client Success and Support.
  • Cision
    Senior Vice President - Client Experience
    Cision
    Apr 2018 - Sep 2019 (1 year 6 months)
    Identified, developed and implemented transformational change including organizational design, tools, KPIs, strategies and processes to drive impactful change to client and associate experience, client retention, growth and improved productivity.
  • ADP
    Vice President Client Services
    ADP
    Apr 2017 - Apr 2018 (1 year 1 month)
    Executive leadership for a B2B client service organization providing Human Capital Management solutions (payroll, time & labor and HR). Accountable for the service and retention of mid-sized clients (100 – 999 employees) and $280M in recurring regional revenue. Led the change management effort tied to location strategy, successfully establishing and growing a new geographical footprint in Norfolk, Virginia. Executed a new service model resulting in improved NPS. Increased Associate Engagement consistently favorable to industry and company benchmarks. Served as Chair for the International Women’s Inclusion Network business resource group leading initiatives in support of 4000+ members.
  • ADP
    Vice President - Implementation
    ADP
    Aug 2014 - Apr 2017 (2 years 9 months)
    Led an organization of Implementation specialists in Project Management, Time & Labor, Payroll, HCM and specialty roles; accountable for an annual $50M start plan. Responsibilities included designing and deploying overall implementation strategy, program management, financial management, and staffing. Responsible for the development and execution of Implementation-related initiatives aligned to achieve strategic goals.
  • ADP
    Implementation Manager - Project Management
    ADP
    Apr 2012 - Aug 2014 (2 years 5 months)
    Accountable for $30M annual start plan. Led initiatives including: Incentive Committee, Manager Effectiveness, Recognition Committee, Role Clarity, PM Playbook, New Hire Experience Taskforce and Quality Initiative.
  • ADP
    Manager - Learning Services
    ADP
    Jul 2004 - Apr 2012 (7 years 10 months)
    Led expansion efforts and execution of learning strategies across 7 training centers. Led enterprise wide learning and development committees for: Content Development, Training Curriculum, Peer Mentor and Leadership Excellence programs.
  • ADP
    Senior Trainer
    ADP
    Sep 2000 - Mar 2003 (2 years 7 months)
Education verified_user 0% verified
  • The University of Texas at Arlington
    B.A, Sociology
    The University of Texas at Arlington
  • Oak Park River Forest High School
    Oak Park & River Forest High School
    Oak Park River Forest High School
Projects (professional or personal) verified_user 0% verified
    Awards verified_user 0% verified
    • I
      Illinois Power 50
      Illinois Diversity Council
      The Power 50 award recognizes the women who are shaping the future of their industry with their insight and leadership.
    • NOV
      Leadership Excellence in Technology
      NOV
    This is a community-created genome.