Emilia D’Anzica is the Vice President of Customer Engagement at WalkMe, a game-changing digital adoption platform. S
Emilia is a highly accomplished Senior Technology Business Leader with more than 15 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 a professional services package, creating a company culture, and putting effective operations and processes in place.
Her key areas of expertise include social media, marketing, customer success, communication, application deployment, analytical thinking, and strategic planning. She is skilled at structuring, building and scaling post-sales customer experiences through implementation, methodology, Professional Services, Customer & Channel Partner success, renewals & expansion, communities, net promoter score (NPS), and Voice of Customer (VoC). Emilia is an active blogger and speaker on everything having to do with customer relations, building culture, and scaling SaaS.
Emilia currently works for WalkMe™ as VP, Customer Engagement. She helped build the customer success team from scratch, and within one year, WalkMe™ had 35 people across 4 global locations. The team won a 2016 Stevie’s Customer Service Award and was recognized as one of “top-25 Customer Success Influencers” two years in a row. Emilia has held a variety of roles at WalkMe™ using her strong business acumen to maximize customer loyalty, satisfaction, retention, and profitability. Previously, Emilia worked as Director, Customer Success for Jobvite, a recruiting site customer-satisfaction business that grew from 6 customers to 1500 in over 5.5 years. She has worked for global companies in Denmark, Canada, France, Italy and the USA.
Emilia holds an MBA, Business Administration, Management, and Operations, with Honors and Distinction, from Saint Mary’s College of California. She attained a Bachelor of Arts, Canadian Studies major, History minor, from the University of British Columbia. Emilia is a Board Member for both an Elementary and 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. In addition, Emilia is on the Community Advisory Board (CAB) for SuccessHacker and is a former Board member for Monterey Heights. She also served as a CODiE 2017 SIIA (Software and Information Industry Association) Judge and awarded six global technology companies specializing in eCommerce, Customer Success Management Solution, and Collaboration Solution companies. In addition, Emilia judged for Customer and Women in Technology Awards for the Stevie Awards.
- Scaling Global Customer Success Teams
- Strategic Customer Marketing Programs
- Support, CRM & Applicant Tracking Systems
- Creating Professional Service Teams and Packages
- Employees and Customer Onboarding Programs for Scale
- Global Business Strategy: Competition & Cooperation Analysis
- Building and Measuring with Net Promoter Scores (NPS) and Team Key Performance Indicators (KPIs)
- Ethical & Social Issues in Global Management & Global Corporate Governance
- Managing & Leading Global Organizations (Experience in Europe, India, Thailand, North America and New Zealand)