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

Christine Werner

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

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.

VP of Customer Success and Support

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.

Senior 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.

Director of Customer Success

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

Vice President Operations

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)

Head of Customer Success and Support, Canada

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

Principal

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

Director, Customer Experience Advisory, APAC

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.

Principal Consultant

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

Director of Customer Success and Support 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