2024 Outstanding Woman in Customer Success: Stephanie Sheehan
Name: Stephanie Sheehan
Job Title: Senior Manager of Client Success
Company: Lytz, Inc.
Why she won:
With an illustrious career spanning over 17 years in the medical device and telematics industries, Stephanie Sheehan is a distinguished leader renowned for her innovative prowess and strategic acumen. Her professional journey is marked by remarkable achievements in global program management, instructional design, and the successful launch of enterprise-level Learning Management Systems (LMS) and Customer Relationship Management (CRM) platforms. As a certified expert in the Challenger® Sale methodology, she is adept at orchestrating substantial revenue growth and conquering new market frontiers.
Stephanie's commitment to fostering Diversity and Inclusion is not just admirable, but integral to her leadership philosophy, having led multiple ERGs and creating workplace environments where diversity is celebrated and inclusion is embraced. In her current role, Stephanie leads a Strategic SMB Customer Success team, where she drives excellence and innovation. Her transformative leadership style led the team from reactive support to proactive consulting, empowering them to anticipate client needs, identify opportunities for value creation, and accelerate time-to-value. Through strategic initiatives and the relentless pursuit of growth, she consistently elevates customer satisfaction and operational efficiency, positioning her team as trusted advisors and strategic partners to clients.
Stephanie Sheehan's professional trajectory is a testament to her unwavering dedication and exceptional leadership. With a proven track record of success, she continues to inspire her team and organization towards greater heights of achievement and distinction.
These are her achievements:
Building a Strong Foundation: Stephanie has established a framework for consistent client engagement and collaborates on developing playbooks and resources that become foundational elements of Lytx's customer success practices.
Championing the Challenger Sales Methodology: Leveraging her expertise, Stephanie spearheads the implementation of the Challenger methodology, resulting in a significant and ongoing increase in customer satisfaction scores. She took on the role of Challenger Sales SME just one month after joining Lytx due to former expertise as a certified Challenger trainer and ran an org-wide 3 hour Challenger training activity during the CS onsite. Due to her efforts, company wide CSAT scores have significantly increased by 153% in under 18 months.
Cross-Functional Collaboration: She actively advocates for customer success across departments and fosters collaboration to continually optimize the customer experience.
Team Leadership and Development: Stephanie effectively manages a large team of 17 strategic CSMs. She identifies opportunities for continuous improvement with a focus on client delight and increasing team bandwidth by partnering with CS Director to optimize automation and technology-led processes to evolve playbooks identifies opportunities for improvement. She also always champions for upskilling her CSMs to better serve their clients, ensuring they have the expertise to deliver exceptional value.
Driving Business Impact: Through her ongoing efforts, Stephanie contributes to operational efficiency, improved client retention, and overall business success. This includes baselining her expectations and driving CS tool usage.
Congratulations Stephanie!
