Ashley Waters
@ashleywaters
Client success and operations leader driving data-informed process improvements and stakeholder partnerships.
United StatesWhat I'm looking for
I am a client success and operations professional with 10+ years of experience improving client experience, streamlining processes, and leading cross-functional initiatives. I combine data-driven decision-making with hands-on operational execution to deliver measurable outcomes.
At RepTrak I led client success programs, redesigned engagement scoring, implemented client health frameworks, and introduced operational tools that reduced response times and improved team consistency. Earlier, at Boston University's Questrom School of Business I transformed faculty tracking and evaluation systems, trained teams, and received the Dean's Award for Outstanding Contributions to Operational Excellence.
I thrive on translating stakeholder feedback into scalable workflows, coaching teams to autonomy, and leveraging tools like Power BI, Salesforce, and Monday.com to drive proactive client engagement and operational excellence.
Experience
Work history, roles, and key accomplishments
Senior Manager, Client Success
The RepTrak Company
Apr 2021 - Mar 2025 (3 years 11 months)
Led Client Success initiatives across the Americas, implemented an on-call support system and client health framework, and redesigned engagement scoring to improve responsiveness and proactive retention efforts.
BBAssistant Director, Faculty Actions
Boston University Questrom School of Business
Jun 2018 - May 2021 (2 years 11 months)
Owned faculty contract tracking and policy recommendations, redesigned systems to improve payment accuracy and capacity analysis, and trained an 8-member support team to increase operational efficiency.
BBFaculty Actions Administrator
Boston University Questrom School of Business
Feb 2017 - Jun 2018 (1 year 4 months)
Managed part-time faculty appointments and evaluations, redesigned international scholar workflows to improve visa timeliness, and maintained compliance with union policies across faculty records.
BBSenior Program Coordinator
Boston University Questrom School of Business
Oct 2015 - Feb 2017 (1 year 4 months)
Oversaw daily departmental operations for academic support, created annual SAP budgets, and planned events to support faculty and staff engagement.
Events and Operations Coordinator
The BUzz Lab
Jan 2015 - Aug 2015 (7 months)
Coordinated a three-part startup competition with 41 teams and $223,050 in sponsorship, managed community partnerships, and supervised interns to execute marketing and website redesign efforts.
Education
Degrees, certifications, and relevant coursework
Boston University Questrom School of Business
Master of Business Administration, Business Administration
2018 - 2019
Activities and societies: Honorable Mention in GALI Analytics Case Competition; 1st Place Winner of Global Ethics Case Competition (2016)
Completed a Master of Business Administration with a concentration in Strategy and Innovation; participated in case competitions and received honors.
Boston University Questrom School of Business
Bachelor of Science, Business Administration
Completed a Bachelor of Science in Business Administration with concentrations in Entrepreneurship, Marketing, and Organizational Behavior.
Boston Latin School
High School Diploma, Secondary Education
Completed secondary education at Boston Latin School.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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