Amy Basnage

Background

About Amy Basnage

A dedicated, people-first, and thorough Customer Success and Continuous Improvement Leader with 25 years of progressive experience across the Customer Success, Professional Services, and Project Management functions within the Local Government, K-12 Education, Healthcare, Higher Education and Corporate sectors. Driven to develop rich and long-standing client relationships with a focus on supporting and delighting the customer through challenging times. KEY ACCOMPLISHMENTS • Customer Retention – Maintained a 97% client retention rate with a sustained $106m in ARR in 2019 and 2020. • Customer Success Transformation – Refined segmentation model and deigned new engagement model to leverage customer scorecards and playbooks using Gainsight in order to scale across over 7500 customers to provide actionable insights across the entire organization. • Professional Services – Achieved 125% of the $1.2m Professional Services team revenue goal with 95% client retention from 2013 to 2016 while simultaneously decreasing the average client implementation time by 33%. AREAS OF EXPERTISE AND TECHNOLOGY PROFILE Customer Experience | Operations | Customer Success Operations | Analytics Cloud | Customer Insights | Metrics | KPI | Agile | Scrum | Kanban SaaS | Technical Support | Change Management | Relationship Building Account Management | Partner Resources | Continuous Improvement | Incremental Improvement