Stephanie Fritson
Elkhorn,NE
Summary
Customer Success leader passionate about maximizing performance outcomes through data driven strategy, relationship development, and team building.
Overview
23
23
years of professional experience
Work History
Manager of Customer Success
McGraw Hill Education
10.2022 - Current
- Lead team of 10 CSRs across the Pacific Northwest, Great Plains, and Chicago-Wisconsin districts driving the retention and expansion of over $60M of business
- Increased retention by 7.9% from FY22 to FY25
- Achieved 108.8% of Annual Goal for FY 2024
- Achieved 101.6% of Annual Goal for FY 2023
- Partner with District Managers and sales leadership to identify opportunities for strategy and process improvement
- Lead with a data driven approach, coaching on use of data to develop territory strategies
- Retained team talent- 9 of 10 CSRs still with McGraw Hill after 2 years
Senior Customer Insights Analyst
Pearson Education
07.2021 - 10.2022
- Provided analysis to inform product and service decisions, as well as the creation and discovery of new learning experiences in the K-12 virtual learning space
- Conducted analysis of the K-12 educational market, adjacent markets and sectors, and clients and competitors; including analysis of product and service components and capabilities to inform executive level strategy and future product offerings
Higher Education Manager of Customer Success Operations
Pearson Education
07.2019 - 09.2021
- Led data analysis and operations strategy to drive improvement in customer success in collaboration with sales, product, and marketing teams
- Developed and implemented performance metrics and KPIs for customer success team, focusing on retention, churn, CSAT, NPS, and sales growth
- Drove system change initiatives and alignment to organizational strategy through reporting and evaluation processes to improve customer success
Customer Outcomes Analytics Manager
Pearson Education
07.2016 - 07.2019
- Led the results and evidence program for Revel products in higher education market
- Collaborated with product and marketing teams to develop evidence based selling campaigns that integrated product implementation best practices and results of educator experiences
- Partnered with sales in implementing evidence based selling campaigns
- Developed Revel instructor learning communities offering webinars and symposiums for potential and existing customers
District Sales Manager and Senior Sales Representative
Pearson Education
06.2006 - 01.2016
- Led a team of sales representatives responsible for selling educational technology software and services to colleges and universities in the Upper Midwest
- Recruited and developed sales team members
- Responsible for analysis, planning, and financial management of district
- Perennial goal achiever and top performer
School Psychologist
Millard Public Schools
08.2001 - 06.2006
- Led school multidisciplinary and intervention teams to assist in problem solving and program planning
- Administered, scored, interpreted, and reported on the results of psychometric measures (including measures of cognitive, academic, social-emotional, and behavioral functioning)
- Provided professional development sessions for professional staff, support workers, colleagues, and school administration
Education
EDUCATION SPECIALIST - SCHOOL PSYCHOLOGY
UNIVERSITY OF NEBRASKA
BACHELOR OF SCIENCE - PSYCHOLOGY AND SOCIOLOGY
UNIVERSITY OF NEBRASKA KEARNEY
Skills
- Sales leadership
- Strategic planning
- Problem-solving aptitude
- Cross-functional team leadership
- Data-driven decision making
- Customer retention strategies
- Development and implementation of performance metrics
Timeline
Manager of Customer Success
McGraw Hill Education
10.2022 - Current
Senior Customer Insights Analyst
Pearson Education
07.2021 - 10.2022
Higher Education Manager of Customer Success Operations
Pearson Education
07.2019 - 09.2021
Customer Outcomes Analytics Manager
Pearson Education
07.2016 - 07.2019
District Sales Manager and Senior Sales Representative
Pearson Education
06.2006 - 01.2016
School Psychologist
Millard Public Schools
08.2001 - 06.2006
BACHELOR OF SCIENCE - PSYCHOLOGY AND SOCIOLOGY
UNIVERSITY OF NEBRASKA KEARNEY
EDUCATION SPECIALIST - SCHOOL PSYCHOLOGY
UNIVERSITY OF NEBRASKA
Similar Profiles
Robert WalesRobert Wales
Account Executive at McGraw-Hill Education Inc.Account Executive at McGraw-Hill Education Inc.
AMANDA WILLISAMANDA WILLIS
Sr. Curriculum Specialist at MCGRAW-HILL EDUCATIONSr. Curriculum Specialist at MCGRAW-HILL EDUCATION
Sabrina cianciSabrina cianci
Senior International Payroll Manager at McGraw-Hill Education LtdSenior International Payroll Manager at McGraw-Hill Education Ltd