Panorama EducationChief Client Officer
Oct. 2021 - Aug. 2024Boston, Massachusetts, United StatesAt Panorama Education, I lead a nationwide team of 150+ professionals, transforming the client experience across Customer Success, Technical Services, Strategy & Operations, and Learning & Development. My primary focus is to ensure that Panorama's CX organization is strategically aligned with our business growth goals and consistently delivers exceptional value to our clients. Through organizational restructuring, innovative processes, and targeted metrics, I drive customer satisfaction, engagement, and long-term success. Key Achievements: CX Transformation: Spearheaded the evolution of our client experience function, reducing customer implementation timelines from 8 months to 6 weeks, resulting in a sustained customer satisfaction score of 95%+. Revenue Growth: Developed a growth strategy that led to an 80% increase in consulting services revenue and introduced new professional services that increased ARR by 18%. Leadership Development: Established KPIs for every role within CX, creating clear performance expectations and a high-performance culture, while mentoring a team of 7 senior leaders across all CX disciplines. Customer-Centric Product Development: Built a customer feedback loop to inform product and service enhancements, ensuring our roadmap aligns closely with client needs. In this role, I collaborate closely with Panorama’s executive team to drive strategic initiatives that enhance our client experience and directly contribute to our revenue growth and company mission.