Heather Shick

Vice President, Customer Success @ Clear Capital

About

Fiercely dedicated to excellence, problem solving, and having fun as the Vice President of the PropTech’s best Customer Success Department. I've enjoyed building deep relationships with the world's largest financial institutions by crafting an innovative approach to an industry-leading customer experience for SaaS & DaaS products, as well as Human-Based Valuation Services.

Country

United States

City

Tahoma

Industry

Financial Services

Skill

Business Analysis, Accounting, Leadership, Executive Leadership, Due Diligence, Investments, CRM, Management, Customer Service, Vendor Management, Team Leadership, Process Improvement, Valuation, Risk Management, Mortgage Lending, Analysis, Data Analysis, Microsoft Excel, Real Estate, Business Process Improvement

Experience

Vice President, Customer Success

Clear Capital

2022-5 - Present · 4 yrs 5 mos

Optimized CS by building out an Enablement Team to refine CSM assets for onboarding and adoption. Implemented a Success Platform, driving proactive, systematic customer engagement. Built out CSM operational roles to allow CSMs to move from generalists to specialists and provide an even greater customer experience.

Senior Director, Customer Success

Clear Capital

2020-10 - 2022-5 · 1 yr 8 mos

Doubled Success Department size and matured structure. Built out CSM levels, and supporting functions across department management, and business analyst support. Launched Success strategy for new, industry-leading appraisal modernization products. Specialized CSM roles for Software and Analytics products to provide focused and effective account management.

Director of Customer Experience

Clear Capital

2018-2 - 2020-10 · 2 yrs 9 mos

Truckee, California

Created world class customer experiences in partnership with Customer Success Managers, Customer Support Managers, Customer Support Team Leads, and Customer Support Teams.

Customer Success Manager

Clear Capital

2014-11 - 2018-1 · 3 yrs 3 mos

Truckee, CA

Managed relationships and customer service team for the world's largest lenders while ensuring performance success. Lead complex org-wide projects across operations, quality, product support, technology and compliance. Solutioned senior executive escalations effectively and on-demand. Developed and manage Tier 1 24/7 support for Platform and SaaS offerings, supporting GSEs and the world's largest lenders.

Sales Operations Analyst

Clear Capital

2013-11 - 2014-11 · 1 yr 1 mo

Truckee, CA

Successfully project managed more than 250 audits, customer information requests and Requests for Proposal (RFPs) from the world's largest lenders and GSEs. Identified Stakeholders, reverse engineered timelines, formulated responses, coordinated executive review and approval across organization, formatted and organized deliverables, and managed remediation projects. Maintained master document and response repository.

Customer Development Specialist

Clear Capital

2013-2 - 2013-10 · 9 mos

Expanded data product customer base through outreach, demos, attending industry trade shows, and educating/supporting sales team. Managed HPI offerings through the Bloomberg Terminal

Economic Research Analyst

Clear Capital

2011-4 - 2013-2 · 1 yr 11 mos

Researched and tracked housing economics, ran queries on HPI data, analyzed trends, wrote Market Reports, and created trade show presentations for Analytics Executives.

Owner, Financial Planner

Horizon Investment Group

2005-4 - 2009-12 · 4 yrs 9 mos

Lake and Mendocino Counties, CA

Created, expanded and supported customer accounts by building trust through genuine relationships. Gathered data, analyzed investment options, drafted financial plans, and solved financial goals with stock market investment vehicles.