I offer strategic consulting for early and mid-stage SaaS and e-commerce teams, as well as career and leadership coaching for individuals in support and success roles.
I've worked one-on-one with dozens of individuals, helping them reach their goals and unlock their potential. If you're looking to make a career change, get promoted, or do better in your current role, I can help you clarify goals, work through challenges, and hold yourself accountable.
Great customer support requires a solid foundation, the right tools, and well-trained and purposeful employees. I can help you build infrastructure to prepare for growth, build a productive and engaged team either in-house or distributed, and improve key metrics like response time and CSAT.
After acquisition, comes another phase -- one that's focused on guiding your customers to long-term success. I can help you improve onboarding, develop educational materials, increase engagement, raise value, and reduce churn.
CEO - 412 Food Rescue
"Nykki came to us at a critical time in our organization's growth. Our community was growing at a rapid rate, but we were not doing a good job connecting all the origin points of engagement. Nykki helped us understand our current CRM and current engagement strategies and helped us define our customer journey and how we can support them along the way. Her work has been invaluable, and our conversion rates have grown as a result of her work."
Support Manager - Hush
"We were completely unsure of how to run a customer support department. We were over burdened with support tickets and had no real method of tracking or reporting on our agents. However, through working with Nykki, we gained valuable insight into our data analytics, support operations, even forecasting for the future. Nykki was a godsend for Hush and me. I would recommend her ten times over."
Customer Success Manager
"My experience with Nykki gave me the confidence, support, and reflection I needed to recognize my self-worth. I had been struggling in a role and company that wasn’t aligned for me, and working with her was transformative. She’s experienced, knowledgable, approachable, and kind – I was always excited to hop on the phone with her and became consistently more self-aware and empowered through her coaching."