Mary-Beth Donovan
Chief Customer Officer, EDB
I am a Customer Value Management Expert and Advisor executing with significant impact and influence in leading business transformation efforts. Known as an early-adopter and transformer, I lead the development of recurring revenue and subscription operating models; influence a customer-centric culture of technology adoption through customer journey management and building-for-scale best practices; design and launch delivery and operational frameworks; and source actionable insights enabling growth.My impact includes:
► Building a Customer Success Strategy and Practice, identifying and establishing operational capabilities, creating People and Process Center of Excellence, and executing Scale Strategies through data-driven actionable insights for direct, digital and partner coverage.
► Propelling internal and external wins across customer value realization resulting in tangible business outcomes of ARR growth, Margin expansion, improved renewal rates, net and gross retention, and customer satisfaction.
► Developing and engaging with teams, empowering individuals to lead with a growth mindset, and high performance execution while optimizing customer experiences.
Specialties:
- Develop, build and scale Customer Success Practice
- Influencer of Customer-Centric Corporate Strategy
- Integrator Complex Change Management and Business Transformation
- Cross-functional Leadership and Partnership
- Excellence in Operations and Strategic Planning
- Customer Intelligence & Metrics
- Retention & Renewals Programs
- Technology Implementation
- Talent Hiring, Development, Incentive Planning
~Speaker Gainsight CS Ops Unplugged 2021, Customer Success at Scale
~Speaker TSW 2021, "The Journey of Success Planning to Health Score"
~Panel Moderator Mass Technology Leadership Council 2019, "Build an Engaged Customer Community to Fuel Growth"
~Speaker Alexander Group Chief Sales Exec Forum 2018, "Transforming the Service Function into a Customer Success Engine"
~Speaker TSW 2018, "Monetizing Customer Success Offerings and Delivering Success Plans to our Customers"
~Speaker Gainsight PULSE 2018, "How PTC Drove Customer Adoption while Transitioning to Subscription"
~Speaker TSW 2016, "Packaging Up Success"
