Mandi Nieland, Mnm
About Mandi Nieland, Mnm
Mandi Nieland serves as the Client Success Journey Manager for Corporate Legal Products at Thomson Reuters, where she oversees the customer success experience for over 100,000 users. She holds a Bachelor of Arts in Business/Corporate Communications from the University of Michigan and a Master's degree in Non-Profit/Public/Organizational Management from Hamline University.
Work at Thomson Reuters
Mandi Nieland serves as the Client Success Journey Manager for Corporate Legal Products at Thomson Reuters. She has been in this role since 2022, overseeing the post-implementation customer success experience for over 100,000 users and 1,600 enterprise SaaS accounts. Nieland has conceived and implemented an automated closed loop process for NPS survey follow-up, which facilitates pathways for Detractors to resolve concerns and for Promoters to offer referrals. Her work focuses on enhancing customer satisfaction and engagement with Thomson Reuters' legal products.
Education and Expertise
Mandi Nieland holds a Bachelor of Arts degree in Business/Corporate Communications from the University of Michigan, where she studied from 1996 to 2000. She furthered her education by obtaining a Master's degree in Non-Profit/Public/Organizational Management from Hamline University, completing her studies from 2012 to 2014. Her academic background equips her with the skills necessary for effective communication and management in corporate and non-profit environments.
Background in Customer Success
Prior to her current position at Thomson Reuters, Mandi Nieland held various roles in customer success and management. She worked as the Customer Success Lead at Shelterluv for nine months in 2021. Nieland also served as the Executive Director at Carver-Scott Humane Society from 2015 to 2019, where she managed operations in the Greater Minneapolis-St. Paul Area. Additionally, she was the Contracts and Grants Manager at the Salvation Army for one year in 2014-2015.
Achievements in Customer Engagement
In her career, Mandi Nieland has designed and implemented several initiatives to improve customer engagement and support. At Thomson Reuters, she developed a peer-to-peer user community to enhance self-resolution resources, aligning with an updated account segmentation strategy. She has also been responsible for creating scalable in-product messaging, including onboarding guides and new feature walkthroughs, during her tenure as the Great Plains Regional Manager at Best Friends Animal Society from 2019 to 2020.
Technical Skills and Tools
Mandi Nieland utilizes various tools to enhance customer success and product utilization. She employs Salesforce, Gainsight, and Pendo to deliver data-driven messaging. These tools enable her to analyze customer interactions and drive measurable increases in product usage, contributing to the overall success of the organizations she has worked with.