Tony Lam

• Owned a portfolio of 45 high-value, strategic accounts representing $3.7M in ARR • Generated $3.8M+ in expansion revenue through upsell and cross-sell initiatives • Averaged 106% NRR over 5 years, delivering a company record $2M in net revenue • Nurtured and expanded Gorgias’s first $1M customer account (a $317K expansion) • Cross-sold, onboarded and expanded AI Agent product to 95% of managed customers • Collaborated with Product, Marketing, Sales, Account Management, Success and Support to strengthen product roadmap, internal alignment and customer journey • Consistently rated #1 CSM @ Gorgias, representing company at industry conferences, trade shows, and customer events as a brand ambassador and customer advocate • Earned a 4.9/5 customer satisfaction rating (testimonials available upon request).

◦  Oversaw the health, success, retention and expansion of 6,000+ customers ◦  Led a 25-person Client Services department comprised of onboarding, integrations, customer success, strategic accounts, and customer support teams ◦  Responsible for maintaining and increasing total revenue YoY across all strategic accounts ◦  Consistently improved client retention by improving renewal processes, developing customer qualification standards, and creating a retention team ◦  Developed process to strategically improve company’s reputation (5.0 rating across 1,100+ 5 star Google Reviews and 4.9 rating from 110+ 5 star Capterra Reviews) ◦  Created a Customer Experience (CX) Taskforce to build customer advocacy, customer marketing, and customer feedback processes ◦  Served as the escalation point manager for all customers, successfully deescalating and resolving 95%+ of cases ◦  Developed CS Operations Taskforce to implement EverWebinar (Onboarding), Zuora Insights (Health Scoring), PlanHat (Customer Success), and Salesforce Knowledge (Training) platforms ◦  Regularly collaborated with Sales, Marketing, Product, and Operations teams to ensure alignment across all levels ◦  Mentored & promoted 19 teammates to effectively scale organization during periods of growth and re-org ◦  Promoted a company-wide culture focused on customer success, integrity, diversity, transparency, and feedback ◦  Given the "Spirit of a Leader" award in FY2018

◦  Hired as the company’s 1st Customer Success Manager ◦  Built and nurtured 300+ customer relationships ◦  Developed a streamlined onboarding process aligned with customers' desired outcomes ◦  Built scalable processes for reducing contact volume with self-service support tools ◦  Promoted to Head of Customer Success after 6 mo's, responsible for all Client Services functions ◦  Given the "Star of the Quarter" award in Q3'2015

◦ Trained and mentored 15 inbound business consultants to support 28,000+ Demandforce customers ◦  Developed online marketing, online reputation, and online communication best practices ◦  Drove cross-functional process improvements working with Customer Success, Sales, Marketing, Product, Training and Finance departments, serving as a Client Services’s team liaison post-Intuit acquisition ◦  Given the "Certification of Commendation" award in FY2014

◦  Provided strategic sales support for Top 18 Platinum Accounts ◦  Oversaw all sales operations activities for Google, Dell IT, Bank of America and Wells Fargo ◦  Increased sales productivity (system administration, training programs, & sales reporting) ◦  Created playbooks for bid responses, contract negotiations, and revenue recognition ◦  Given both "Sales Operations Star" and "Customer Advocacy" awards in FY2011

◦  Provided award-winning technical assistance and customer service to thousands of Mac OS, iPhone, and iTunes customers using Apple's PAIR resolution process ◦  Exceeded a 90% CSAT score while exceeding Apple’s quarterly upsell goals ◦  Developed and published solutions for emerging technical issues into Apple’s internal database used by other technical support advisors, product specialists and www.apple.com/support visitors