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Belly Names Vice President of Merchant Success
|By Business Wire
|January 24, 2014 05:40 PM EST
the world’s best and fastest growing loyalty platform, today announced
that it has named 15-year technology startup veteran, Sarah Reilly Engel
as Vice President of Merchant Success. In this role, Engel will drive
advocacy for Belly’s more than 7,000 merchants, while also leading
customer retention and evangelizing efforts designed to help them
Engel began her career in product marketing at investment firm
Donaldson, Lufkin & Jenrette, and headed west to San Francisco in early
2000 to join the startup culture of Silicon Valley. With roles at Red
Herring Magazine and Salesforce.com, Engel developed a passion for
working with early stage companies. As one of the first members of the
Salesforce.com, the leading CRM platform’s, Customer Success Management
team, she was not only responsible for the top 10 percent of its
customers, she also helped shape and develop scalable best practices
that focused on delivering businesses tools to increase ROI through
customer relationship management.
Her Enterprise SaaS experience attracted desirable roles at digital
media startups, where Engel spearheaded sales and account management
efforts across New York and Chicago, and subsequently inspired the
launch of her consulting firm dedicated to help such companies create
go-to-market strategies spanning customer acquisition to retention.
“This is a dream role for me at Belly,” Engel says. “I am fortunate to
join a team of executives that fully understand the importance of
focusing on building a product that enables merchants to succeed while
providing tools and features that tie directly to customer happiness and
merchant retention. This is an opportunity that I could not pass up.”
Belly takes the time and devotes the necessary effort and related
resources to build connections that have helped it attain its leadership
status in the digital loyalty space.
The Merchant Success team led by Engel will validate Belly’s evolving
dedication to exceptional customer service. Recently developed internal
tools will help propel this philosophy – a newly launched Web Command
Center with detailed analytics, data, and campaign tools, to add to the
in-store Command Center, Zuora implementation for more transparency and
reporting around billing, back end tools that give the Merchant Success
team the ability to give better data and analytics to their clients, and
reporting functionality that gives insight on a particular store's
health and overall success.
These back end tools will be a key component of the company’s
retention efforts, and will be continually tweaked based on key metrics
and proxies to ensure long-term merchant success. Among its features are
“red flag” metrics designed to track and monitor in-store tablets with
the ability to diagnose any abnormality remotely; from battery health,
screen brightness, location, heartbeats, performance by region,
vertical, customer lifetime, etc.
“Since launch, we’ve tried to consistently invest in our merchant
partners success and satisfaction, even if at times, we had to do so in
unscalable ways,” said Logan LaHive, CEO and founder of Belly. “Sarah
brings experience and a real passion for Merchant Success, and with a
focus on tools, content, and communication, we are thrilled to double
down with her leading the team.”
Belly is focused on creating a customer-centric organization that starts
from the top and touches everything from sales, training, content
marketing, analytics and product. The company’s Merchant Success
Managers will assist small business and provide direction on best
practices to help them get customers back into their stores more often.
In addition to her past sales and managerial roles, Engel is a highly
in-demand speaker on various panels and a regular contributor to
multiple publications on digital loyalty and social media topics. She
also leads workshops at Chicago digital accelerators, and Sales and
Customer Success classes at the Chicago Startup Institute.
Belly is currently installed in more than 7,000 businesses nationwide.
For more information, please visit www.bellycard.com.
Belly, which allows customers to accumulate loyalty points from multiple
merchants on a single card or mobile-phone app, is in dozens of markets
with more than 7,000 businesses. It has expanded from independent
merchants to chains, with a platform that includes best-in-class iPhone
and Android mobile apps, Belly Bites for better customer acquisition,
tools to facilitate online customer reviews, and streamlined Facebook
and Twitter integrations.
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