Andy Best

Operations Associate

Boston, MA, USA10 yrs 4 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 10 years in tech industry driving customer success.
Led global programs for sales and customer success teams.
Recognized for outstanding teamwork and leadership.

Stackforce AI infers this person is a SaaS Customer Success Leader with extensive experience in program management and team enablement.

Contact

Skills

Core Skills

Customer SuccessDigital EngagementGo-to-market EnablementSales EnablementCustomer Success Management

Other Skills

Account ManagementClient RelationsCommunicationCustomer ServiceData AnalysisEmployee RelationsEvent ManagementEvent PlanningExecutive LeadershipExecutive RelationshipsFacebookHuman ResourcesInterviewsKey MetricsLeadership

About

With over 10 years of work experience in the tech industry, I am passionate about empowering customers and teams to achieve their goals through innovative learning solutions. I have a strong background in recruiting, training, and leadership. At LinkedIn, I lead a team of program managers who share best practices, insights, and feedback on how to realize value from LinkedIn's solutions. In my previous role as a global program manager of go-to-market enablement, I designed and managed global programs for LinkedIn's sales and customer success teams, partnering with cross-functional leaders and stakeholders to drive value to our clients around the world. I leveraged my skills in project management, executive presence, and conscious business to deliver high-quality and impactful enablement solutions that helped our teams be trusted advisors to the world's leading companies.

Experience

10 yrs 4 mos

Total Experience

5 yrs 2 mos

Average Tenure

7 yrs 7 mos

Current Experience

4 roles

Manager, Digital Customer Success

Promoted

Jul 2022 – Present · 3 yrs 11 mos

I drive impactful customer success strategies streamline our customer experience at LinkedIn, focusing on reducing churn and improving product adoption.
Develop self-serve and scaled digital engagement solutions, leveraging GenAI to optimize customer interactions
Lead our Community-led-learning strategy, creating a singular customer destination that orchestrates the digital customer journey by recommending the best of peer-to-peer and expert-led customer education.
Foster cross-departmental partnerships to create a cohesive customer experience, resulting in improved retention metrics.
Utilize Voice of Customer (VoC) feedback to refine strategies and ensure alignment with customer needs.

ScalabilityExecutive RelationshipsKey MetricsTeam LeadershipLong-term VisionCustomer Success+1

Global Program Manager & Interim Leader, GTM Enablement

Apr 2021 – Jun 2022 · 1 yr 2 mos

As part of our Go-to-Market team, I design and manage global programs for our global sales and customer success teams at LinkedIn. I do this by partnering with numerous cross-functional partners & leaders from Product Marketing, Sales, Customer Success, Operations, and more. Our goals include upskilling our global workforce and driving value to our clients around the world.

ScalabilityExecutive RelationshipsKey MetricsTeam LeadershipGo-to-Market Enablement

Senior Sales Performance Consultant - Sales Enablement

Oct 2018 – Apr 2021 · 2 yrs 6 mos

I partner with LinkedIn's most strategic global teams by designing & delivering enablement to help them be trusted advisors to the world's leading companies.

Executive RelationshipsSales Enablement

Senior Customer Success Manager (SMB, Enterprise, and Global Accounts)

Jun 2014 – Jan 2018 · 3 yrs 7 mos · New York City Metropolitan Area

Product expert and trusted advisor to my team and clients.
Key accomplishments:
Selected to President's Club for KPI attainment, excellent client partnership, and team leadership
Achieved 104% and 108% of quota on books of $18M and $12M and exceeded KPIs and metrics
Successfully negotiated and implemented 6 of LinkedIn’s first Enterprise Agreements
Received North America Collaboration Award for excelling in bridging partnerships between teams and cross-functional departments
Managed Intern Program for Global Customer Success Team
Responsibilities:
Identified patterns within team and client pain points in order to make improvements to Customer Success organization
Served as product expert that helped clients and internal team with the launch and adoption of new products and processes
Partnered with stakeholders, C-Level Executives, and users to understand their business and drive implementation, adoption, and establish KPIs
Conducted virtual product demos and shared best practices drawn from personal experience
Communicated new features and highlighted product functionality specific to client's business and objectives
Created education programs and demonstrated product usage across range of scenarios
Utilized advanced analytics and data-driven strategies to deliver quarterly business reviews
Created and facilitated training programs and workshops for customers and internal teams
Customize strategies, implemented products and projects, analyzed data, and educated stakeholders and users drive success

Executive RelationshipsCustomer Success Management

News america marketing

2 roles

Training and Development Specialist

Promoted

Mar 2013 – May 2014 · 1 yr 2 mos · New York City Metropolitan Area

Nominated for 2 company-wide “Impact Awards” for outstanding teamwork and leadership
Develop in-person, e-learning, and micro-learning techniques to train sales teams
Facilitate and coordinate all aspects of training courses including scheduling, logistics, and delivery of programs in 12 offices in the U.S. and Canada
Analyze and track trends in hiring, retention, turnover, and training to develop creative solutions and increase employee retention
Deliver training to senior managers on new company initiatives
Create and administer evaluation tools to increase and track retention of material
Provide managers with feedback on employee performance and identified areas of focus
Resolve employee performance issues by partnering with the employee and management team
Oversee, coach, and develop employees from point of hire through sales program promotions

Recruiter

Aug 2011 – Mar 2013 · 1 yr 7 mos · New York City Metropolitan Area

Manage nation-wide college recruiting program by establishing and strengthening relationships with universities, overseeing the budget, interviewing candidates, and statistically analyzing recruiting trends
Recruit for various sales positions on college campuses, job posting websites, employee referrals, and through alternative recruiting methods
Responsible for full-cycle recruitment and on-boarding for east coast offices
Developed formal referral process encouraging new hires to utilize on campus networks
Conduct phone screens and in-person interviews to gauge candidate interest and qualifications
Organize and execute semi annual headquarters event for over 50 candidates and 50 interviewers
Conducted new hire orientations and process new hire paperwork
Facilitate trainings for new hires on the different departments and operations within the company
Present company overview, initiatives, and hiring practices to groups of over 70 people
Perform special projects and HR initiatives