Amy Clark

Current

Vice President of Customer Success at Jobvite

Past

Senior Director World Wide Customer Success at SuccessFactors
Business Development at Deploy Solutions
Solutions Consultant at Taleo

Business Analyst at Scient Corporation
Recruiting Director at Pegasystems
Recruiting Project Manager at Booz Allen Hamilton
Recruiter, Sales & Trading at Lehman Brothers

see less...

4 more...

Education

Boston College
Columbia University

Recommended

15 people have recommended Amy

Connections

500+ connections

Industry

Computer Software

Amy Clark’s Summary

My career has focused on leveraging technology to improve organizational performance and ensuring customer success in this endeavor. Prior to SuccessFactors, I was an Account Manager at Deploy Solutions—a Talent Management software provider. I also held product marketing and sales support positions for Taleo—A leading provider of Internet-based recruiting software for global corporations. Other experiences include: consulting services to a Hewitt online business through Scient and human resource management positions at Pegasystems (a CRM software provider), Booz Allen & Hamilton and Lehman Brothers.

My education: BA in psychology and English from Boston College and a MA in Organizational Behavior from Columbia University.

Amy Clark’s Specialties:

Organizational Leadership & Change Management; Software as Service (SaaS), Customer Relationship Management (CRM); Outsourced Vendor Management, Human Capital Management (HCM); Talent Managment; Globalization; Service Strategy; Services & Product Marketing; Offshore Management; Outsource Vendor Management; Online Customer Service; Online Communities; Social Networking; Customer Advocacy; Customer Strategy; Customer Loyalty; Knowledge Management; Customer Lifecycle Management

Amy Clark’s Experience

Vice President of Customer Success

Jobvite

(Privately Held; 11-50 employees; Computer Software industry)

October 2008 — Present (1 year 3 months)

Responsible for Implementation Services/Customer Activations, Account Management, Education, Support, Renewals and Customer Adoption for a leading Software as a Service (SaaS) Social Recruiting provider.
Senior Director World Wide Customer Success

SuccessFactors

(Public Company; 501-1000 employees; SFSF; Computer Software industry)

June 2004 — September 2008 (4 years 4 months)

• Led the creation of the Customer Success teams as the 40th employee--Recently (November 2007) SuccessFactors had an Initial Public Offering of 100mm+
• Teams: Standard Support, Platinum Services, Partner Account Management and Ongoing Engagement Services; built infrastructure along with creating scalable processes while at the same time providing excellent 24x7x365 support
• Created Global Platinum Support from initial conception; need based on customer demand for high touch premium services, grew to 5mm business
• Created and implemented Tier structure in all three teams resulting in a 45% cost savings and 30% increase in productivity
• Managed selection and implementation of two support outsource vendors which contributed to the above cost reduction and efficiency increase
• Led the selection and implementation of two CRM systems
• Managed Success Factors overall customer renewal rate at 90+% year over year
Business Development

Deploy Solutions

(Privately Held; 51-200 employees; Computer Software industry)

March 2003 — May 2004 (1 year 3 months)

• Generated and develop new business in 14 Western States; closed $500K worth of business in the first 6 month of employment
• Created and maintain top 50 account list based on prospect’s buying potential and sweet spot fit
• Worked with prospective clients on developing ROI and TCO analysis for executive sponsors
• Created and executed territory marketing plan by participating in industry events and professional associations; Served on the board of IHRIM
• Ensured 100% customer satisfaction with client base by pro actively calling accounts and handling customer escalations
Solutions Consultant

Taleo

(Public Company; 501-1000 employees; TLEO; Computer Software industry)

March 2001 — November 2002 (1 year 9 months)

• Created sales force tools for specific vertical markets (banking, healthcare, high-tech) for use in product demonstrations.
• Worked with Product Management to communicate requirements from customers (end users/project managers), external market and competition on new product features
• Communicated Taleo’s value proposition to executive level stakeholders by linking product benefits to their key business issues
• Worked with Corporate Communications to create messages on release dates and content for Press, User Groups and High-Tech publications
• Lead product demonstrations using Taleo applications and tools; responded to technical and functional objection handling Participate in proposed new feature discussions to manage scope.
• Developed and refine use cases for new product features—tested scenarios and documented results
• Conducted discovery calls to map customers’ key business processes, functions and technical environment
Business Analyst

Scient Corporation

(Public Company; 501-1000 employees; Management Consulting industry)

July 1999 — February 2001 (1 year 8 months)

• Lead User Interface (UI) design sessions to implement business functionality, develop site content and ensure outstanding customer experience
• Contributed to CRM roadmap illustrating how user and marketing support capabilities will grow as the online business develops, including a timeline for when, and what, future capabilities should be added to provide an integrated CRM solution
• Identified business and functional requirements for the email management system in conjunction with overall CRM project strategy
• Facilitated CRM client meetings as well as other project team meetings such as issue tracking sessions and change control meetings
• Managed the Quintus vendor relationship. Negotiated pricing, training and implementation of the system
• Worked with core engineering & testing teams to ensure timely development, testing and deployment
• Identified and documented business processes, system functional requirements and best practices
Recruiting Director

Pegasystems

(Public Company; 501-1000 employees; Computer Software industry)

March 1997 — July 1999 (2 years 5 months)

• Achieved an average of 125% above hiring quota for seven consecutive quarters recruiting key senior staff for Sales, Marketing and Technical positions during a two year growth period where the company’s revenues tripled and employee base grew from 180 to 620
• Implemented a pay for performance program; that reduced agency fees by 80% company wide
• Managed Recruiting Staff. Responsible for setting hiring quota, assigning clients and requisitions, performance reviews and daily operational management.
• Worked with the VP of Recruiting, VP of Sales & Service and the CEO to develop and revise budget, strategic hiring, compensation and incentive plans to attract top candidates
Recruiting Project Manager

Booz Allen Hamilton

(Privately Held; 10,001 or more employees; BAH; Management Consulting industry)

September 1993 — August 1996 (3 years )
Recruiter, Sales & Trading

Lehman Brothers

(Public Company; 10,001 or more employees; LEH; Investment Banking industry)

June 1991 — March 1993 (1 year 10 months)

Amy Clark’s Education

Boston College

BA , English/Psychology
Columbia University

MA , Organizational Development

Additional Information

Amy Clark’s Interests:

Software as a Service (SaaS); Offshore Management; Outsource Vendor Management; Online Customer Service; Online Communities; Web 2.0; Social Networking; Customer Advocancy; Net Promoters; Customer Strategy; Customer Loyalty; Customer Relationship Management (CRM); Knowledge Management; Customer Lifecycle Management; Organizational Development & Leadership; Globalization; Service Strategy & Marketing; Product Marketing;