Emilia D’Anzica, MBA, PMP, is an accomplished Senior Technology Business Leader with nearly 20 years of success in the tech industry. Leveraging extensive comprehension of and talent for customer success transformation, Emilia is a valuable asset for tech, e-retail, recruitment, HR, communications, and telecom industries seeking expert assistance with digital transformation, building a customer success team from scratch, customizing professional services packages, creating inclusive company cultures, and putting effective operations and processes in place. Emilia holds an MBA, with Honors Distinction, from Saint Mary’s College of California. She obtained a Bachelor of Arts, Canadian Studies major, History minor, from the University of British Columbia. She is also PMP and Scrum certified.
Specializing in building customer success teams, customer operations, CRM, and strategic customer marketing programs. Specialities include:
- Scaling Global Customer Success Teams and Programs
- Channel Partners: Building and Scaling Programs – Onboarding to Supporting
- Onboarding: Employees and Customer Programs
- Professional Services: Teams and Packages
- Net Promoter Scores (NPS): Building and Measuring
- Global Business Strategy: Organizational Development, Competition & Cooperation
- Technology and Systems Guidance: Support, CRM, Customer Success & ATS
- Human Capital: Culture, Staffing/Hiring, Team Key Performance Indicators (KPIs)
- Managing & Leading Global Organizations: Experience in Europe, India, Thailand, North America, Australia and New Zealand
Before launching her own consulting firm, Emilia spent three years at WalkMe™ as Vice President of Customer Engagement. She built the customer success team from scratch, and within one year, WalkMe™ had 35 people on the team across 4 global locations. The team won a 2016 Stevie’s Customer Service Award and Emilia was recognized as one of “top-25 Customer Success Influencers” three years in a row. Strong business acumen to maximize customer loyalty, satisfaction, retention, and profitability have been key to Emilia’s leadership success. Previously, Emilia worked as Director of Customer Operations at BrightEdge starting a branded Customer Onboarding Program and Employee training programs across 80 professionals in the organization. As the 9th employee and first full-time Customer Success hire a for Jobvite, an applicant tracking platform, that she helped grow from 15 customers to 1500 over the course of six years. She has worked for global companies in Denmark, Canada, France, Italy and the USA.
In addition, Emilia currently serves on two start-up advisory boards, for Crowdvocate, a customer advocacy platform, and Catalyst, a customer success platform. She is also on the Community Advisory Board (CAB) for SuccessHacker and is a former Board member for Monterey Heights HA
Emilia holds a Fundraising Board Member at a public middle school in San Francisco; she has made a lifetime commitment to supporting the Public School system because it was those teachers who had the largest impact on her growth. She also served as a CODiE 2017 SIIA (Software and Information Industry Association) Judge across six global technology companies specializing in eCommerce, Customer Success Management Solution, and Collaboration Solution companies. Lastly, Emilia is a frequent judge for Customer Success and Women in Technology Stevie Awards.