LISA GILES
Mendon
Summary
An entrepreneurial sales and success leader with unwavering grit, I excel at building empowered, customer-centric teams. My career is marked by successfully establishing account management and customer success frameworks across numerous organizations and industries, consistently delivering exceptional retention and expansion results.
Overview
17
17
years of professional experience
Work History
Senior Vice President, Account Management & Customer Success
Acquia
01.2021 - Current
- Recruited to lead Customer Success Management organization and promoted to lead all of NA Account Management, Global Customer Success and AM Operations (100 ppl, $325M annual revenue)
- Improved Gross Renewal rate 88% to 91% in 4 yrs
- Grown customer base by 10% through cross-sell & upsell; Surpass expansion target 4 yrs
- Vista High Potential Leader Program graduate 2023 (CxO Next Gen Leader Program) & President’s Club 4 yrs
Vice President, Customer Success & Sales
Fuze
09.2017 - 01.2021
- Recruited to join Fuze and establish an Account Management, Customer Success and AM Operations in a highly competitive communications space
- Improved Renewal Rate by nearly 10% in 4 years
- 101% Attainment for expansion FY18 & FY19 ($8M ARR Expansion Target); President’s Club 3 years
- Created playbook for customer experience from Onboarding through Renewal and Expansion
Director of Productivity and Process Improvement
Kaspersky Lab North America
04.2013 - 09.2017
- Recruited to join Kaspersky to build Account Management practice
- Implemented VSB outsourced renewal strategy that increased VSB revenue 20%, lowered overhead by 4 FTEs (refocused heads to enterprise and improved RR)
- As we matured our program was promoted to support NA General Manager in driving efficiencies across multiple orgs
- Liaison with global operations, sales and product leaders to provide oversight and guidance of sales operations programs, sales incentive programs, global sales kick-off; was change agent during introduction of new executive leadership
Director of Account Management
Kaspersky Lab North America
04.2013 - 08.2015
- Established renewal and customer expansion practice
- Improved renewal retention by 20% in year one
- Built an empowered team of Account Managers who became customer centric ambassadors; Established best practices for renewal and expansion operations
- President’s Club
Senior Account Manager
Everbridge
06.2012 - 04.2013
- Individual contributor retaining and growing enterprise customers including BMW, Sony, Ericsson, AT&T, Royal Caribbean and Facebook ($3M book of business)
- Attained 100% renewal & growth targets each quarter; grew ASP in book by 25%
Global Customer Loyalty Manager
SOPHOS, Inc
08.2011 - 05.2012
- Pioneered role to bring a consistent successful customer renewal program to every region
- Increased global renewal rate by 10%
- Workstream Leader in global roll out of Salesforce.com
Enterprise Account Executive
SOPHOS, Inc
04.2008 - 08.2011
- Individual contributor responsible for enterprise accounts including Raymond James Financial, Boston Consulting, Bose, Steward Healthcare, Cumberland Farms, Amica, Hartford Hospital, Chemtura, Charles River Labs
- FY11 175% ($5M+ in growth) AM of the Year and President’s Club
- FY10 120% President’s Club
- FY09 105%
Education
Life And Business Coaching Certification -
Coaches Training Institute
01-2006
Marketing
Newbury College
01-1997
Skills
- Customer obsessed
- Staff development & empowerment
- Strategic planning
- Revenue generation
- Operational excellence
Certifications And Interests
- Co-founder of Women of Massachusetts Engagement Network
- Committee Member, National MS Society (Boston)
- Force Management Value Selling, SPIN Selling (Coach), Value Selling Coach, Sandler Sales Training
- Certified Yoga Instructor & Reiki Level 1 Practitioner
- Volunteer Pan Mass Challenge
- Volunteer Boston Marathon
- Ironman/Triathlete
Timeline
Senior Vice President, Account Management & Customer Success
Acquia
01.2021 - Current
Vice President, Customer Success & Sales
Fuze
09.2017 - 01.2021
Director of Productivity and Process Improvement
Kaspersky Lab North America
04.2013 - 09.2017
Director of Account Management
Kaspersky Lab North America
04.2013 - 08.2015
Senior Account Manager
Everbridge
06.2012 - 04.2013
Global Customer Loyalty Manager
SOPHOS, Inc
08.2011 - 05.2012
Enterprise Account Executive
SOPHOS, Inc
04.2008 - 08.2011
Life And Business Coaching Certification -
Coaches Training Institute
Marketing
Newbury College
Similar Profiles
Gurpreet SinghGurpreet Singh
Lead Cloud Operations Engineer at AcquiaLead Cloud Operations Engineer at Acquia
Daniel StifflerDaniel Stiffler
Manager, Customer Success at AcquiaManager, Customer Success at Acquia
SONU RAJ CHAUHANSONU RAJ CHAUHAN
Lead Demo Engineer at AcquiaLead Demo Engineer at Acquia