Gwen Sheridan
Vice President, Customer Services
Highspot

(5.0)
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  1. Gwen Sheridan, Vice President of Customer Services, and her unwavering customer centricity has directly contributed to Highspot’s extraordinary momentum as the sales enablement startup has grown to become a Forbes Cloud 100 company with a $2.3B valuation. With customers across industries and geographies including Aetna, DocuSign, General Motors, Nestle, Twitter, and Verizon Media, Gwen is one of the driving forces behind Highspot’s industry-leading customer satisfaction, as evidenced on review sites including G2, Salesforce AppExchange, and TrustRadius. Under Gwen’s leadership, the team has scaled to continuously deliver far above-industry average implementation, support CSAT and support SLA ratings. Highspot’s achievements over the last year were unique not only in the unmatched level of customer service, but that this service paired with Highspot’s technology was instrumental in helping customers through some of the biggest changes of the century due to the global pandemic. Gwen’s unique strength lies in her ability to build the foundation needed to delight customers by: 1) Recruiting, training, coaching, and retaining a team of “teachers” – people motivated by the purpose of making other people better at their jobs; 2) Installing an operating system that continues to help customers get the most out of Highspot at every stage of their journey; 3) Forging close partnerships with teams across the business (product, marketing, account management, and more) to create an entire organization that genuinely prizes customer happiness at its core. In Gwen’s own words, “A customer function operating in a silo cannot deliver the true outcomes that make customers fall in love with your product and company.” The work by Gwen and her team to set every customer up for ongoing success is resulting not only in high platform adoption and usage, but in tangible outcomes. In a recent TechValidate survey, 100 percent of Highspot customers agreed that Highspot “improves rep productivity.” Moreover, 88 percent of Highspot’s large enterprise customers across the Fortune 500, Global 500, and S&P 500 agreed that adoption of Highspot has “improved win rates and growth in revenue numbers.” Gwen’s 15+ years of experience as a customer success leader include time as Chief Operating Officer at New Alchemy, and Vice President of Customer Service at both Ascentis and PayScale. At New Alchemy, she scaled the Initial Coin Offering (ICO) staff in six months from eight people, and client management capacity of five concurrent clients, to 50+ staffers and 50+ client management capacity. At Payscale, she grew renewal bookings from $100,000 in 2007 to more than $3.5 million in 2012, and trimmed annual dollar churn rate from more than 50% to 3%. And at Ascentis, Gwen built scalable customer support infrastructure to deliver highest quality experiences to clients, doubling customers managed to 1200, while growing headcount by 25%.

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