Travis O'Dell
Director of Development Operations at Make-A-Wish® Massachusetts and Rhode Island- Claim this Profile
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Topline Score
Bio
Daisy A.
Travis's emotional intelligence, business aptitude and knack for ops makes him an incredible asset on any team. He is an incredibly kind, understanding and sharp individual who is a true joy to work with at any level. His quick thinking and relationship building skills are just a few reasons why customers and his teams love him. I very much miss working together and truly hope our paths cross again in the future!
Lee Evans
When Travis first started at Electric, he was the fastest CSM to ramp in my 3+ year experience. In an incredibly complex space, with an incredibly complex product offering, this was a tall order. By fastest ramp, I mean the ability to find information on their own, provide recommendations, manage up when necessary, push upsell and retention playbooks and be able to navigate the tough conversations with a high degree of expertise. Fast forward not much later, Travis was promoted into the Team Lead role and now was tasked with educating his team to do the same. Same outcome as above. One part that isn't mentioned above is emotional intelligence, which is critical in a CS role - when to over-explain, when not to, how to position and frame mistakes and or even good news to drive it home! All of this requires both art and science, which Travis held. Having co-managed employees and even accounts together, Travis is a great individual contributor and leader so am thankful to have had the chance to work together directly as a colleague and as a friend.
Daisy A.
Travis's emotional intelligence, business aptitude and knack for ops makes him an incredible asset on any team. He is an incredibly kind, understanding and sharp individual who is a true joy to work with at any level. His quick thinking and relationship building skills are just a few reasons why customers and his teams love him. I very much miss working together and truly hope our paths cross again in the future!
Lee Evans
When Travis first started at Electric, he was the fastest CSM to ramp in my 3+ year experience. In an incredibly complex space, with an incredibly complex product offering, this was a tall order. By fastest ramp, I mean the ability to find information on their own, provide recommendations, manage up when necessary, push upsell and retention playbooks and be able to navigate the tough conversations with a high degree of expertise. Fast forward not much later, Travis was promoted into the Team Lead role and now was tasked with educating his team to do the same. Same outcome as above. One part that isn't mentioned above is emotional intelligence, which is critical in a CS role - when to over-explain, when not to, how to position and frame mistakes and or even good news to drive it home! All of this requires both art and science, which Travis held. Having co-managed employees and even accounts together, Travis is a great individual contributor and leader so am thankful to have had the chance to work together directly as a colleague and as a friend.
Daisy A.
Travis's emotional intelligence, business aptitude and knack for ops makes him an incredible asset on any team. He is an incredibly kind, understanding and sharp individual who is a true joy to work with at any level. His quick thinking and relationship building skills are just a few reasons why customers and his teams love him. I very much miss working together and truly hope our paths cross again in the future!
Lee Evans
When Travis first started at Electric, he was the fastest CSM to ramp in my 3+ year experience. In an incredibly complex space, with an incredibly complex product offering, this was a tall order. By fastest ramp, I mean the ability to find information on their own, provide recommendations, manage up when necessary, push upsell and retention playbooks and be able to navigate the tough conversations with a high degree of expertise. Fast forward not much later, Travis was promoted into the Team Lead role and now was tasked with educating his team to do the same. Same outcome as above. One part that isn't mentioned above is emotional intelligence, which is critical in a CS role - when to over-explain, when not to, how to position and frame mistakes and or even good news to drive it home! All of this requires both art and science, which Travis held. Having co-managed employees and even accounts together, Travis is a great individual contributor and leader so am thankful to have had the chance to work together directly as a colleague and as a friend.
Daisy A.
Travis's emotional intelligence, business aptitude and knack for ops makes him an incredible asset on any team. He is an incredibly kind, understanding and sharp individual who is a true joy to work with at any level. His quick thinking and relationship building skills are just a few reasons why customers and his teams love him. I very much miss working together and truly hope our paths cross again in the future!
Lee Evans
When Travis first started at Electric, he was the fastest CSM to ramp in my 3+ year experience. In an incredibly complex space, with an incredibly complex product offering, this was a tall order. By fastest ramp, I mean the ability to find information on their own, provide recommendations, manage up when necessary, push upsell and retention playbooks and be able to navigate the tough conversations with a high degree of expertise. Fast forward not much later, Travis was promoted into the Team Lead role and now was tasked with educating his team to do the same. Same outcome as above. One part that isn't mentioned above is emotional intelligence, which is critical in a CS role - when to over-explain, when not to, how to position and frame mistakes and or even good news to drive it home! All of this requires both art and science, which Travis held. Having co-managed employees and even accounts together, Travis is a great individual contributor and leader so am thankful to have had the chance to work together directly as a colleague and as a friend.
Credentials
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IT 101 Certification
ElectricJan, 2022- Nov, 2024 -
Institutional Review Board (IRB)
University of Rhode Island
Experience
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Make-A-Wish® Massachusetts and Rhode Island
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United States
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Non-profit Organizations
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1 - 100 Employee
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Director of Development Operations
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Dec 2022 - Present
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Electric
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United States
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IT Services and IT Consulting
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300 - 400 Employee
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Team Lead, Customer Success
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Mar 2022 - Sep 2022
● Implement process improvements and develop customer success strategies as a core member of the customer success leadership team ● Drive best practices in hypergrowth startup environment ● Hire, train, and coach a team of 4 customer success managers ● Provide customer success and other teams visibility into product performance and customer feedback● Promptly resolve issues and minimize churn using proactive collaborative strategies with customers, customer success managers, and internal teams ● Align processes and ensure service delivery within defined OLA’s using cross-departmental collaboration● Communicate and implement organizational process changes with direct reports● Manage multiple competing priorities with urgency and customer-centered approach Show less
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Customer Success Manager
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Jun 2021 - Mar 2022
● Managed 40+ high-touch customer accounts● Increase adoption rates by training customers on best use of support processes and communicating value of product● Proactively anticipate customer needs to identify potential upsell opportunities and manage risks ● Train customer contacts on technical products
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Virgin Pulse
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United States
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Software Development
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700 & Above Employee
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Client Success Manager
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Nov 2018 - Jun 2021
Skilled client success professional, dedicated to developing strong partnerships and delighting clients. Serves as the strategic lead and relationship owner throughout client lifecycle. Primarily responsible for the construction and execution of client specific strategic plans for assigned book of business. Utilize creative problem solving and business analysis to provide solutions to client needs Deliver the highest level of client satisfaction while ensuring annual contract renewal and revenue growth. Ensure that all client contractual obligations are being met while communicating any contractual risks to appropriate leadership. Effectively communicate product roadmap and engagement solutions to clients with passion and excitement through face-to-face meetings, telephonic discussions and webinars. Broaden reach within our client partnerships to drive product growth Deliver analytical reviews of client results and develop strategic insights, recommendations and action plans aligned with client’s goals and objectives. Serve as a customer advocate and interface with internal departments to develop, implement and drive strategies to meet client requirements and enhance the product offering. Provide strategic support during the implementation process for assigned accounts. Partner with Client Success Associate and/or operational teams to manage tactical account management activities for assigned accounts. Plan and execute engagement activities for each assigned account to influence program participation Maintain a strong working knowledge of all aspects of all Virgin Pulse offerings. Learn and master new product offerings and functionality in a fast paced SaaS environment Show less
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University of Rhode Island
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Higher Education
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700 & Above Employee
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Academic Advisor - College of Engineering
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Jul 2016 - Oct 2018
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Graduate Assistant International Center
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Aug 2014 - Jul 2016
• Provide academic advising to cohorts of up to 55 international students in the Brazilian Scientific Mobility Program; determine whether prerequisites are met, facilitate course registration, and collaborate with degree granting colleges• Advise students on whether study abroad opportunities will meet major requirements • Evaluate credits earned from study abroad experiences and provide evaluations to assistant deans • Configure and maintain functionality of new technology system used to manage study abroad applications (StudioAbroad); write content, create forms, and embed web links • Serve as member of core team for Starfish, a campus-wide appointment-making and early alert system • Responsible for coordinating peer ambassador mentoring program of up to 50 students • Created a credit-bearing internship (ITR 301) for students who serve as peer ambassadors • Supervise program assistant who supports the peer ambassador program• Plan and execute programming to facilitate cross-cultural experiences for domestic and international students • Ensure students are meeting standards for immigration and enrollment requirements Show less
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Roger Williams University
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United States
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Higher Education
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700 & Above Employee
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Assistant Men's Basketball Coach
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Sep 2012 - Aug 2014
Assist the head coach in every aspect of the program while focusing on recruiting and scouting.• Assist in organizing and executing all correspondence to the team’s recruits• Travel year round, often at night and on weekends, for scouting and recruiting trips• Assist in managing the recruiting database
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Admissions Counselor
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Mar 2012 - Aug 2014
Recruit and evaluate prospective students throughout the northeast with a special emphasis on Northern and Central New Jersey. Focused primarily on developing relationships with students, parents, and guidance counselors to create a pipeline of applications from my travel territory. • Recruit and travel the Northern and Central New Jersey region• Evaluate travel territories using Enrollment Planning Services and annual admissions data• Review applicants for admission and merit scholarships• Work closely with residential life, financial aid, and student programs and leadership • Contributed to the admissions blog Show less
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Enterprise
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United States
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Travel Arrangements
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700 & Above Employee
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Intern
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May 2011 - Aug 2011
•Assisted customers with car rental procedures, including completing required paperwork, insurance issues, and explaining company policies •Cross-sold "add-ons" to car rental contracts •Provided excellent customer service •Gained real-world experience while developing knowledge of business practices •Assisted customers with car rental procedures, including completing required paperwork, insurance issues, and explaining company policies •Cross-sold "add-ons" to car rental contracts •Provided excellent customer service •Gained real-world experience while developing knowledge of business practices
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Fitness Monitor
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Sep 2007 - Jun 2011
Maintain a safe gym environment. Responsible for the cleanliness of weight room. Monitor entrance to the gym and provide customer service. Tracked equipment inventory Maintain a safe gym environment. Responsible for the cleanliness of weight room. Monitor entrance to the gym and provide customer service. Tracked equipment inventory
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Intern
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Jun 2010 - Aug 2010
Contacted alumni via phone and email to update Excel Databases Assisted in organization and planning of leadership programs for area business people Assisted in Alumni outreach campaigns Contacted alumni via phone and email to update Excel Databases Assisted in organization and planning of leadership programs for area business people Assisted in Alumni outreach campaigns
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Education
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2014 - 2016
University of Rhode Island
Master of Science (M.S.), Human Development and Family Studies, College Student Personnel -
2007 - 2011
Roger Williams University
B.S., Business Management
Community
