Andrea Mulligan

Impact points

• Built a highly predictable Bookings to ARR model and scaled customer implementation capacity from $3.2MM to $12MM in launched ARR per quarter (275% growth) to support the business plans and budget of the organization, directly enabling company revenue recognition and reducing time-to-value for enterprise clients.
  • Scaled Client Services with new org design, key roles, and leadership development, enhancing customer experience, investing in top talent, and sustaining <15% attrition through high-growth.
  • Partnered with Sales to develop packaged service offerings, with supporting SOWs, that are easy to sell and easy to launch.
  • Implemented Professional Services Automation (PSA), including time tracking, for better resource planning and departmental management, resulting in a 30% decrease in time to launch.
• Achieving Gross Revenue Retention of 95% or higher year-over-year. Achieved Net Revenue Retention of 107 - 110% throughout tenure.
  • Directed the creation of Paytronix’s first Knowledge Management & Learning function, reducing cost of service by $500k+ per year by achieving 25% support case deflection, eliminating 170 hours/month of custom training, boosting productivity and reducing time the team spent searching for information while supporting customers.
  • Built and scaled a high-performing Customer Success Management (CSM) organization by defining roles, processes, and metrics to drive customer adoption, retention, and revenue growth.
  • Built a scalable Technical Support organization by modernizing platforms and integrating offshore resources, enabling 24/7 coverage, faster responses, richer customer insights, and higher satisfaction with improved efficiency.
  • Leveraged upgraded support infrastructure to launch a Premium Support offering, generating new recurring revenue with 7% attach rate on new 2024 contracts, monetizing differentiated service and reinforcing customer value.
  • Established a Digital CSM function to deliver scalable, tech-enabled 1:Many engagement, boosting Knowledge Management adoption, increasing self-service, enhancing customer care, and cutting cost to serve.
  • Built and scaled a Voice of the Customer program to surface actionable insights, driving CSAT above 4.6/5, positive NPS, and informing key product and support decisions.
• Supported 2x growth in CARR (Committed Annual Revenue) from 2021 - 2024.
• Pioneered Generative AI via Paytronix’s ChatGPT and Claude to build CSM playbooks, and enhance support analytics and customer sentiment insights, which boosted speed, consistency, and strategic decision-making.
• Designed and institutionalized a scalable Delivery Framework that accelerated customer time-to-value and enhanced implementation efficiency, supporting rapid business growth.
• Partnered with the CEO to redefine the Customer Success function to include expanded account management responsibilities, driving increased cross-sell and upsell opportunities and maximizing customer lifetime value.