Mercer Smith

Mercer Smith has a diverse work experience spanning various industries and roles. They started their career in 2002 as the Head Residential Computer Consultant at Northfield Mount Hermon School, where they increased the team size and improved training procedures for incoming consultants. Mercer then worked at Apple Retail as an Expert before joining Wistia as a Customer Champion and Community Moderator, where they handled support inquiries and learned coding languages.

Afterwards, Mercer worked at Campaign Monitor as an Integrations Manager, where they had various responsibilities such as managing integration partnerships, developing new integrations, and creating co-marketing strategies. They then joined Atlassian as the Head of Customer Support for Trello, leading the team through acquisition and implementing new methodologies in support tools and team productivity.

Mercer then transitioned to Appcues as a Consultant, helping build and scale the support function, and eventually became the VP of Customer Experience, leading the customer experience functionality. They then joined Venafi as the VP of Customer Success, creating the customer success strategy and implementing automation initiatives.

Mercer also founded EmpathIQ, a platform that helps identify team mood shifts and provides insights on mental wellness. Currently, they hold the position of VP, CX Insights and Community at PartnerHero, where they work alongside various teams to educate and elevate partners and associates, and define insights for the business.

Overall, Mercer Smith has a strong background in customer support, leadership, and strategy across multiple companies and industries.

Mercer Smith obtained a BA in Rhetoric and English from the University of Rhode Island in 2010. Later, from 2010 to 2013, Mercer pursued a Master's degree in Fine Arts with a focus on Creative Nonfiction at Emerson College. In addition to academic qualifications, Mercer has obtained various certifications, including being a Certified Full Spectrum Doula (C-FSD) from Birthing Advocacy and Doula Trainings and being an Experienced Registered Yoga Teacher (E-RYT 500) certified by Yoga Alliance. Mercer also holds certifications as a Circling Facilitator from Circle Anywhere, and in Leadership Principles from Harvard Business School. Furthermore, Mercer is a certified Family Constellation Therapy Facilitator trained by Natalie Berthold, and a Pre and Postnatal Corrective Exercise Specialist certified by Fit For Birth.