Heather Peterson
About Heather Peterson
Heather Peterson serves as the Senior Vice President of Global Services at Emburse, where she has implemented innovative processes that significantly improved customer satisfaction and reduced costs. With over 15 years of experience in employee spend management, she has held various roles at SAP Concur and other companies, contributing to her expertise in training and customer success.
Current Role at Emburse
Heather Peterson serves as the Senior Vice President of Global Services at Emburse, a position she has held since 2022. In this role, she oversees various global service initiatives and is responsible for enhancing customer satisfaction and operational efficiency. Her leadership has contributed to the development of new managed service offerings that generated over $14 million in annual recurring revenue, achieving a 25% annual growth rate.
Previous Experience at Emburse
Prior to her current role, Heather Peterson worked at Emburse as Vice President of Customer Success Management from 2019 to 2022. During her tenure, she successfully decreased customer time-to-value by 23% through innovative processes and new customer education initiatives. She also maintained exceptional customer satisfaction ratings of over 95% while managing support delivery for a portfolio of over 20,000 customers worldwide.
Experience at SAP Concur
Heather Peterson spent over a decade at SAP Concur, where she held several roles including Lead Training Consultant, Sr. Functional Consultant, and Service Account Team Director. Her experience there spanned from 2005 to 2019, during which she focused on services, training, project management, and implementation. She played a key role in reducing support delivery costs and enhancing service offerings.
Education and Expertise
Heather Peterson holds a Bachelor of Business Administration degree in Finance from the University of North Texas. Her educational background, combined with over 15 years of experience in employee spend management, has equipped her with the skills necessary to drive customer success and operational improvements in her roles.
Professional Contributions and Achievements
Throughout her career, Heather Peterson has implemented process enhancements and leveraged AI solutions to achieve significant operational improvements. In 2023, she successfully reduced support delivery costs from 3.5% to 2.5%. Additionally, she has partnered with marketing teams to execute customer events, delivering presentations on key product education and utilization topics to a global audience.