Liz Ketcham
About Liz Ketcham
Liz Ketcham is the Sr Director of Customer Success at WP Engine in Omaha, Nebraska, with extensive experience in customer success management and a strong background in customer relationship management.
Current Position at WP Engine
Liz Ketcham serves as the Senior Director of Customer Success at WP Engine, a position she holds in Omaha, Nebraska, United States. In her current role, she leads a team focused on enhancing customer satisfaction and retention. She employs a variety of strategies to ensure customers achieve success with WP Engine's offerings.
Previous Roles in Customer Success
Liz Ketcham has an extensive background in customer success, having served in various capacities at both WP Engine and Flywheel. At WP Engine, she was the Director of Customer Success from 2019 to 2022. Prior to that, she held multiple roles at Flywheel, including Director of Customer Success (2019-2022), Head of Customer Success (2018-2019), Customer Success Manager (2017-2018), and Customer Success Specialist (2016-2017). Her experiences at these companies have equipped her with a robust skill set in customer relationship management.
Educational Background
Liz Ketcham attended the University of Nebraska-Lincoln, where she studied Marketing and Business Management from 2011 to 2015. She also studied at the University of Oxford for 11 months in 2013. Her foundational education has provided her with the academic grounding necessary for her career in customer success.
Achievements in Customer Success
Throughout her career, Liz Ketcham has attained several notable achievements. She led a team that achieved a 95% customer retention rate at WP Engine and implemented a new customer feedback system that increased satisfaction scores by 20%. She also developed and launched a customer success training program for new hires at WP Engine. Her accomplishments have been recognized with the 'Customer Success Leader of the Year' award from the Customer Success Network in 2020.
Professional Development and Contributions
Liz Ketcham is certified in Customer Success Management from the Customer Success Association and has shared her knowledge as a speaker at the Customer Success Summit in 2021, presenting on 'Building a Customer-Centric Culture.' She contributes to the community by mentoring young professionals in the Omaha area through the local Chamber of Commerce. She has also published an article titled 'Strategies for Enhancing Customer Engagement' in the Customer Success Journal.