inflection.io - product-integrated b2b marketing automation

Andy Turman

OpenSesame

Senior Customer Success Operations Manager II

Senior Customer Success Operations Manager

GEOTAB

Conceived, created, designed, and simultaneously launched globalized scaled (1:Many) Customer Onboarding, Success & Expansion programs, covering 70% of customers enrolled in Geotab Support services, while managing launch of fully white-labeled global Scaled Onboarding program for Fortune 20 partner.

Lifted program engagement of target audience by 400% in my first 6 mos.

Leveraged Marketing Tech, CRM automation alignment, and segment/industry knowledge to build and automate best-in-class empowered onboarding program based on un-gating ideal path empowering our customers to choose their own best fit course of training. 

Conceptualized and managed design/build/launch of Geotab Academy to a global audience in 13 languages, boosting engagement on average 53% increasing in-content audience retention by 61%. The current monthly site revisits sit at 12x industry standard. 

Offset $6MM/yr+ in annual overhead and eliminated the need for 65 new hires while scaling a remote team 10x in 1yr,  top leadership survey scores in the department. 

Managed the build and launch of In-Application onboarding in 16 languages, creating a repeatable process to keep current with 90-day feature release tempo and support transactional communications within the application. 

Collaborated with Marketing and VOC teams to automate always-on Targeted Online Review Campaigns and the delivery of NPS/CSAT surveys at scale. 

Managed the creation of sustainable processes to drive controlled experimentation and optimization of all programs utilizing hard data to drive decisions -- Utilized Agile/Waterfall Sprint tactics to manage team production roadmap and timeline.

CX-Digital Automation Team Lead [ Digital Customer Success/Onboarding, Customer Marketing]

Leadium

VP of Partner Services

Head of Customer Success

Consistent #1 performer across all Team Metrics every month with avg 3x KPAs | 10x Employee Award Winner

Spearheaded multiple projects to improve CX/UI; wrote & executed training to upskill the team on discovery and success planning

Leveraged skillset to ingrain Geotab product  business-wide, incorporating C-Suite in planning to boost product adoption, feature expansion, and upsell/cross-sell opportunities

Team SME: Success Processes, Data Analysis, Success Planning, Discovery in Customer Success, Workflow Optimization 

Identified, designed and lifted a change to base product designed to empower our clients in ensuring their data is clean and actionable

Customer Success Manager

Caesars Entertainment Corporation

Managed a team of 7-50 Officers in myriad settings and conditions, focused on a client-centered approach to Safety Assurance to reduce complaints and increase in-venue spend by 27%

Asst Manager, Security Operations

Terminus: Account-Based Marketing

Specialized in onboarding and immediate value, leveraging skills gained as a counselor to build and deepen rapport with new clients. 

Reinvigorated relationships of non-using high-value subscribers, successfully reuniting 90% of "dark" clients likely to churn with the Terminus platform.

Generated on-topic, revenue-driving strategic content for the Terminus Customer Success Resource bank that is still used by current CSMs

Bizible

Consistently exceeded monthly demo quotas. 

Generated outbound campaigns with open and response rates of 60% and 35%, respectively. 

Authored and implemented team-wide training of consultative sales and social selling tactics, resulting in team-wide uptick in demos set. 

Successfully attended in-territory events to open/nurture prospect relationships, personally generating ARR from each event attended.

ADR/Social Sales/ Sales Ops/Enablement 

Navos

Utilized current research to devise and implement patient-specific treatment plans, decreasing need for patient restraint by 50%

Practiced client empowerment, increasing client engagement and positive outcome 

Provided conflict resolution and crisis management in a rapidly changing and complex environment.

Registered Counselor, Involuntary Inpatient Psychiatric Services

Haymaker Promotions & Artist Management Consultants

Provided ongoing consultation nationwide for artists regarding:
Promotions
Communications
Marketing
Booking
Crisis management 
Client relations
Artist consultations

Founder/Principal

KSUB Seattle

Plucky pirate radio station skyrockets into existence, burns brightly, gains audience, competes in a major market then collapses 

Marketing Manager (GA, DoubleClick, HubSpot)
Talent Buyer
Events Planning
Rebranding 
Product Visibility 
Marketing Research
Community Relations
Fundraising
Quality Assurance

Director of Everything

Customer Success Operations | 10x Builder | B2B SaaS | Digital Empowerment

Motivated, curious, self-directed, and team-minded Digital Customer Success and Onboarding leader with 5+ years experience driving customer empowerment and operational excellence.  Proven history of success retaining high-value customers, training/upskilling teams, and building processes and playbooks to streamline and codify operations in everything from Series A startups to Fortune 500 monoliths. 
Designed, launched, and led a cross-functional team lifting all aspects of a Digital Success and Onboarding program in concert with Community, Product, Marketing, Dev, and Learning Design teams to a global user base. A decisive, risk-tolerant builder on a Sisyphean search for “better”, my superpower is building systems and worlds leveraging user behavior customer stories, and internal data to add value for my customers at all points of the customer journey -- while capturing data critical to a better org-wide understand customer lifecycle.

taplio

The Battle

Andy Turman

Andrew H.

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