Elizabeth Birch

Elizabeth Birch is the Vice President of Customer Experience at Postclick. Elizabeth has over five years of experience in this field and has been with Phocas Software for the past four years. Prior to their current position, they were the Vice President of Customer Experience - North America at Phocas Software. During their time at Phocas Software, they led three unique teams who made up Customer Experience for Phocas North America. Elizabeth was responsible for developing leaders within each team to drive ever improving results, as well as facing challenges of new leadership and shifting priorities within the organization. Despite these challenges, they were able to maintain a high employee and customer retention rate, as well as deliver strong results. Some of their accomplishments include increasing the customer retention rate from 95% to 98.5%, growing net retention revenue by 6% from 105% to 111%, and producing high employee retention. In addition, they led optimization efforts to reduce costs and increase productivity, reorganizing the team to allow scalability and promote efficiencies. Elizabeth also established budgets and assisted with managing P&Ls, interpreted customer feedback and actioned team members for improvement, and developed policies, programs, and systems to support the strategic direction.

Elizabeth Birch holds a BA in Communications and Sociology from Jacksonville University. Elizabeth also has a certification from LinkedIn in Building Resilience as a Leader and a certification from GE in Six Sigma Black Belt Certification – Level I.