Veronica Maxam - VP, Customer Experience, Soul Machines

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Work Background

ChiefMember

Jan. 2023Chief is a private network built to drive more women into positions of power and keep them there. Chief is the only organization specifically designed for senior women leaders to strengthen their leadership journey, cross-pollinate ideas across industries, and affect change from the top down.

Soul Machines Vice President, Customer Experience

Apr. 2022San Francisco Bay Area

Soul Machines Senior Director, Customer Success

Jun. 2021 - Apr. 2022San Francisco Bay Area

Soul Machines Director, Client Accounts

Feb. 2021 - Jun. 2021San Francisco Bay Area

WhatfixDirector, Customer Success

Jan. 2020 - Dec. 2021San Francisco Bay AreaWhatFix is an experiential learning platform that helps companies drive successful change management initiatives. One way WhatFix does this is by providing in-application learning experiences to help users do their work more efficiently and effectively.

SalesforceEnterprise Customer Success

Sep. 2018 - Dec. 2020San Francisco Bay AreaQuip was acquired by Salesforce in 2016, and is an Enterprise productivity platform that unifies docs, spreadsheets, and chat collaborate faster from anywhere (web, mobile, and tablet). Collaborating in Quip changes the way you work, so you can have fewer meetings, send fewer emails, and make faster decisions #workfromanywhere At Quip I'm responsible for helping enterprise customers transform how they work.

AlationCustomer Success Leader

Jan. 2017 - Sep. 2018San Francisco Bay AreaAlation is a collaborative data catalog that enables individuals to find, understand, and use the right data for better, faster business decisions. At Alation I was responsible for: 1. Building, scaling and leading an outcomes-driven Customer Success team. My responsibilities included hiring CS talent, developing deployment methodologies and processes, and developing internal and external educational content. 2. Working with cross functional leaders (Engineering, Product, Marketing, etc.) to ensure alignment on customer goals and drive success. Developed customer product feedback loop for Customer Success, Product and Engineering 3. Analyzing, reporting and sharing customer data and insights to drive better decision making. In addition, this data was used to communicate customer stories to internal and external stakeholders

The Maxwell GroupChange Management Leader, Owner

Jan. 2013 - Dec. 2017Greater Atlanta AreaAt the University of Southern California, Veronica was responsible for leading change management activities for a large-scale Workday (human resources management system) implementation for 28,000 users. She assisted with the developed the project's change management plan, conducted user engagement activities, and developed communication materials for 28,000+ users In addition, Veronica led user outreach effort to understand specific challenges/frustrations the key user community is facing. In this role, she developed strategies and interventions to mitigate issues and increase levels of user engagement and preparedness. For example, she conducted consultative sessions to help identify and understand the challenges key user groups are experiencing. Veronica also developed surveys and conducted data analysis to understand users’ level of preparedness for the Workday rollout.

Symphony TalentDirector, Strategic Customer Care & Experience

Jan. 2014 - Dec. 2017San Francisco Bay AreaVeronica is responsible for helping to drive usage of Symphony products with customers through developing programs to ensure successful onboarding and adoption. In addition, she established and currently oversees customer support operations and development of best practices to continually drive incremental value and return on investment. Veronica serves as the escalation point for technical troubleshooting issues, and drives prompt cross functional resolution. In a hybrid customer support and customer success management role, Veronica is successfully able to navigate multiple stakeholders, bridging organizational and structural gaps with a focus on customer results. She develops forward thinking, data-driven support analysis and recommendations that align with cross functional goals. Veronica loves coaching and developing junior members of her team. She also leads weekly office meditation and mindfulness sessions to promote balance, calmness, and ease stress.