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@patriciawilson
Visionary SaaS leader with 20+ years in customer experience.
United StatesI am a visionary SaaS leader with over 20 years of experience architecting and scaling high-impact customer-facing programs, including Customer Success, Onboarding, Professional Services, and Implementation. My expertise lies in aligning customer experience with business outcomes by leveraging cross-functional partnerships, data, and automation. I have successfully implemented AI initiatives to drive client retention, reduce time-to-value, and foster a culture of service and innovation.
Throughout my career, I have built inclusive global teams and implemented systems at scale, delivering strategic insights that yield measurable returns for both the company and the customer. My notable achievements include accelerating client time-to-value by 70% and reducing new-hire ramp-up time from 90 days to just 3 weeks. I thrive in ambiguity, turning uncertainty into strategic opportunity through adaptive problem-solving and decisive action.
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Work history, roles, and key accomplishments
Rithum
Jul 2021 - Jan 2025 (3 years 6 months)
Led and scaled a global team of 20+ onboarding specialists and Professional Services, delivering seamless onboarding and technical assistance for Enterprise and Mid-Tier clients. Partnered with Sales, Product, and Marketplace Vendor teams to optimize implementation processes, significantly decreasing time to launch. Accelerated client time-to-value by 70% and boosted client engagement by 47% throu
CertainSource
Mar 1991 - Jul 2021 (30 years 4 months)
Built processes and oversaw customer success, campaign production, professional services, and digital marketing teams, ensuring high service standards throughout the customer lifecycle. Reported to the company founder and served on the C-suite leadership team, scaling revenue tenfold from $500K to $5M. Launched structured onboarding and client education frameworks that effectively reduced churn an
Degrees, certifications, and relevant coursework
UPBachelor of Applied Science, Business Management
Studied Business Management, gaining a comprehensive understanding of business operations and strategic planning. Focused on developing skills essential for effective management and organizational leadership.
HCAssociate of Fine Arts, Fine Arts
Completed an Associate of Fine Arts degree, focusing on creative and artistic disciplines. Developed foundational skills in various art forms and critical thinking.
Software and tools used professionally
United StatesYou can contact Patricia and 90k+ other talented remote workers on Himalayas.
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