Chelsea Flood

About

A dynamic Director of Customer Success with over 5 years of exemplary leadership in client success management. Thrives in startup environments, adept at orchestrating strategic initiatives to deliver transformative results while fostering enduring relationships. Known for proactive collaboration, strategic planning, and operational optimization to drive product adoption, growth, and value for clients. Committed to delivering excellence through a client-centric approach, serving as a trusted advisor and advocate. Areas of Expertise: Customer Success Management Strategic Planning Team Leadership & Development Project Management Operational Optimization Data Analysis & Insights Customer Engagement & Retention Customer Onboarding & Training Relationship Building & Networking Operations & Change Management Gap Analysis & Issue Resolution Community Engagement & Outreach Startup Environment Expertise I am always looking to expand my professional network. Please feel free to connect with me at: chelseanflood@gmail.com.

Experience

• Director of Client Success · Bridge Financial Technology05-01-2022

  As Director of Client Success, responsible for leading the client success team, enhancing client relationships, and driving strategic initiatives to improve customer satisfaction and retention.

• Client Success Manager · Bridge Financial Technology10-01-2019

  Architected client success framework, managing onboarding, business reviews, daily support, and partnership renewals; Delivered exceptional results by onboarding 100 new clients within one year, establishing long-term partnerships and exceeding expectations. Engineered client success plans by translating needs into actionable strategies, defining KPIs that resulted in a 35% increase in user adoption and a 20% surge in customer lifetime value. Orchestrated the analysis of customer feedback data and led the creation of tailored multi-channel playbooks to address key touch points; this initiative contributed to a 20% increase in customer retention. Drove the implementation of the new Atlas user interface in just 9 months, resulting in a 30% increase in user engagement. Directed the seamless transition of 40K accounts across 2 major custodians by orchestrating crucial data feed updates for 85 clients, leading to an annual cost reduction of $450K and enhancing data management efficiency. Spearheaded the identification, mitigation, and resolution of 200+ client issues, leading to a 25% decrease in customer complaints. Championed knowledge-based articles to cut support ticket volume by 25%.

• Customer Success Manager · Apto Payments06-01-2021 – 08-01-2021

  Developed and sustained strong client relationships; Supported clients in serving 75k+ cardholders. Implemented strategic plans to scale our client card programs; Created processes to improve internal communications and drive efficiency in issue resolution. Created customer touch points to improve adoption and engagement in our instant issuance platform to grow/convert self-serve clients into enterprise programs. Lead the implementation of card programs while advising clients on best practices to launch card programs successfully.

• Client Service Associate · Edelman Financial Services01-01-2018 – 03-01-2019

  Directed client services functions, managed daily operations, supervised administrative tasks, and led continuous process improvements; orchestrated training programs, enhancing team capabilities and effectiveness. Designed and presented training modules to address incident report deficiencies reported during Envestnet launch for 100+ Client Service Associates; streamlined resolution process, resulting in a 35% increase in operational efficiency within 3 months. Instituted a firm-wide knowledge sharing forum to promote best practices and continuous improvements among 100+ Client Service Associates (CSAs). Orchestrated the strategic enhancement of operational processes, eliminating gaps and seamlessly integrating strategies to drive performance improvements and elevate customer satisfaction across 350 client portfolio valued at $182M.

Education

• University of Missouri-ColumbiaBachelor's degree, Communication, Marketing, Business
• DePauw UniversityCommunications

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