INDUSTRY - Technology & Digital

Kirsty Traill

INDUSTRY - Technology & Digital

I’m a creative, solutions-based thinker who places customer experience at the centre of my work.

I’ve worked with companies across the United States, Canada, Japan and New Zealand, across a variety of industries. It’s with this emphasis on deep customer understanding that I’ve delivered double-digit revenue and profitability growth, transformed businesses, built cultures and developed teams and individuals.

I’m currently the VP, Client Advocacy at Yext, the leading Search Experience Cloud platform that gives companies control over their brand experiences across all their digital touch points. Right now, I’m working on growing and scaling the post-sales customer experience, with a focus on client services.

During this current COVID19 pandemic, Yext is helping companies build new web presences, and make changes to their office and store hours on sites such as Google My Business, Yelp, Facebook, TripAdvisor, Alexa, Siri and more.

I’ve rapidly shifted my ~100 person team to a fully remote model in order to service clients needs. I can help you with extending your service hours, prioritizing incoming client issues/questions, and ultimately preserving revenue and mitigating client churn as much as possible. Understanding where you can help your clients in their businesses during COVID19 is imperative right now.

Prior to Yext I was the VP, Customer at Hootsuite, the world’s most widely used social media relationship platform, where I was responsible for Customer Support, Insights, Experience, Marketing and Advocacy.

At Hootsuite I scaled the organization to support Hootsuite’s customers globally, provide 24×7 service, using customer insights to drive strategic initiatives and deliver best-in-class customer experiences. I also led the team responsible for leveraging happy customers in testimonials, stories and events, to drive expansion revenue, and promote positive word of mouth for Hootsuite.

Customers, employees, and creating customer centric culture are an integral part of my DNA, and I love sharing my experience, learnings and insights with companies. Please reach out if I can help~

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