Christine Werner

VP of Customer Success and Support at Passion.io | Ex Typeform, Intuit Quickbooks, PricewaterhouseCoopers (SaaS and PaaS focused)

Barcelona, ES

About

Passionate about customer centrism, with over 20 years of diverse experience in Customer Success, Customer Experience & Engagement, Operations, Service Delivery and Consulting roles. Sectors include SaaS & Start Ups, Telco, Multimedia providers, and Financial/Insurance. Specialties: - Customer Experience Strategy - Customer Education & Enablement - Social, Community, Self Help/Self Serve - Innovation and Experimentation - Service and Support Delivery Operations - Customer Insights, journey mapping - Customer Success SaaS Enterprise - Building high performing and engaged teams - Process Improvement using SIx Sigma LEAN, DMAIC and DMADV principles - BPO/Shared Services (Strategy, Set up, Transformation, Operations, Performance Improvement, Quality/Change Management, CRM tools/enabling technology) - CEM Management and Training - Vendor/Contract Management

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Work experience

May 2022 – present
Passion.io
VP of Customer Success and Support
Leading retention via all post sales teams, partnering closely with Product, Marketing and Sales. Building out a scalable and proactive CS org to support Passion.io's incredible mission to give people the power to have more impact with their skills, and make the world more confident and passionate.
September 2019 – August 2021
Typeform.com
Senior Director of Customer Success
Leading Customer Success Strategy overall; Supporting CSM, Community and Learning, Retention Lifecycle Marketing and Support teams. Supporting and nurturing our SMB, Mid-Size, Not for Profit and Enterprise customers, Partners and Resellers.
March 2018 – September 2019
Typeform.com
Director of Customer Success
Develop and lead overall Customer Success Vision and Strategy. Supporting Customer Experience Insights, Proactive Customer Engagement Initiatives and Retention Lifecycle Marketing, Self Help & Online Community/Learning Platforms, Customer Success Management, Support and Operations teams.
September 2016 – February 2018
Advantage Communication
Vice President Operations
Developed scalable strategy and led offshore operations including: CX Insights and service delivery, Client Success, workforce mgmt., training and quality. Driving strategies aimed at optimizing operational activities while creating world class customer experience. Fostering and nurturing an employee-centered culture aligned with organizational values and goals. Implementing industry leading best practices and value added solutions aimed at maximizing growth potential. Building and maintaining strong partnership and mutual support with various business verticals and functions. Industries: Financial, Insurance, Telco Customer Experience Management: Telecommunications, Email, Chat, Social & Digital Media, CRM, Analytics
April 2014 – September 2016
Intuit
Head of Customer Success and Support, Canada
Leading all aspects of delivering exceptional post sales customer experience to Canadian entrepreneurs, small businesses, accountants and Enterprise. Creating and managing a customer-centric mindset across the enterprise and cross-functional partnerships; Building a high performance team, continuously driving innovation and inspiring the organization to achieve and exceed its customer experience objectives. Developing 1 and 3 year strategies, CX roadmap, Enterprise VIP experience journey mapping and CSM strategy, Voice of Customer Program, 200 person service and support operations across multiple geographies both internal and outsourced, social and digital strategy, analytics, and Self help/self serve (Education and Community)
December 2011 – May 2015
CX Impact
Principal
Drawing from our tagline, "Know your customer, Grow your brand", CX Impact offers consulting, education and training focused on the impact customer experience has on business today. Our goal is to assist organizations with transforming customer experience across all channels/touch points using our proven approach: Engage. Analyze. Align. Achieve. Sectors include: Saas, Financial, Insurance, Government and Healthcare. Training courses offered: -Customer Success Management Training -Customer Experience Management Certification - Support Operations Management Certification Our Customer Impact Advisory Services include: - Strategy - Data Analysis - VOC Programs - Process Improvement - Performance Management - Customer Journey Mapping - CEX KPIs, SLAs, and Scorecards
November 2011 – December 2013
PwC
Director, Customer Experience Advisory, APAC
Initially comprised of a one year overseas contract, which I renewed to over 2years. Led the Customer Centric Strategy Team within the Operations and Finance group. -Strategic Consulting centered around customer impact/experience across the Enterprise. Industries include Financial, Telco, Healthcare, and Government -Shared Service Centre Set up, transition, launch, PMO, Operations, Performance and Quality improvement, Process improvements/standardisation) -Performance & Quality Improvement -Global Business Services Strategy
March 2007 – December 2011
Strategic Operations
Principal Consultant
Strategic Operations was designed to implement systematic quality and performance management initiatives to provide businesses with the roadmap to improve the capability of their business processes and overall operations and service delivery. Implemented proven set of analytical tools, project management techniques, and reporting methods which combined to form a powerful problem solving and business improvement methodology based on experience utilizing Six Sigma lean principles. Focus placed on aligning performance with company vision through people, process and technology.
August 2007 – August 2010
Mediamix Interactive Inc.
Director of Customer Success and Support Operations
Developed Program Management Support Matrix to improve in house operations as well as Supply Chain Management Implemented Software Case Management System improving overall time to delivery and supply chain/channel consistency Led corporate service delivery operational strategy and tactical execution. Managed contract compliance with Mediamix’s service delivery providers. Responsible for overall operating budget for support operations and client service divisions. Directly responsible for ensuring all corporate client measures and business objectives were met and maintained as well as divisional P&L accountability Within 2 years, eliminated unnecessary outsourcing, and in-sourced all key initiatives including support centre, product Mgmt and resource management
January 1998 – January 2006
NuComm International
Head of Global Customer Success, Account Management and Operations
Held a variety of mid to senior level leadership positions throughout the 8 years with NuComm: - Led day to day support operations and client services - Managed client accounts ranging in size from 8 million to over 30 million/annum - Launched new key accounts and initial 400 person operations throughout Canada and the Philippines (growing to 3000) - Responsible for offshore business development - Part of ISO 9001 certification team