James (Toby) Shields is a certified Customer Experience Strategy and Operations Manager with extensive expertise in post-sales Customer Experience Operations, Customer Success, and Support Management. With a background in the USAF and thriving roles in various industries, including SaaS, Toby specializes in customer journey mapping, operational efficiency, and cross-functional collaboration. Currently serving as a Customer Success Operations Application Portfolio Manager at Blackbaud, Toby has consistently driven significant improvements in customer satisfaction and retention throughout their career, demonstrating a commitment to empowering teams and enhancing customer engagement.
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