Ash Turner
_{CX & Operations Leadership}

Is your Customer Experience Ops set up for Scale and Agility?Hi, I'm Ash.By day, I work at Novo as Manager, Automation (Customer Operations), and feel privileged to play a role in helping our SMB entrepreneur customers succeed.
Occasionally I work with clients for bespoke engagements through, Customer Journey Consulting, specializes in working with companies who no longer have the time or capacity to personally onboard every single customer, answer every support email, or handle every renewal and are ready to step into no-code and low-code AI and Automation Strategies.Let's use AI and Automation to build scalable systems together that grow and retain customers and kill manual tasks for you, all in service of your customers' success.I look forward to working with you.

Guiding Principles

The best organizations I have worked for have had strong core values. This is my philosophy for working with my clients.AND, NOT BUT
Also known as the philosophical concept of dialectics, two things can be true at once. Very little in work or life is a strict dichotomy or mutually exclusive scenario. When possible, I try to avoid "but" in favor of "and". You can be personalized and you can build for scale. Organizations can accept the current state of operations and recognize the need to change and adapt .LEAVE IT BETTER THAN YOU FOUND IT
As a lover of the outdoors, this camping and hiking principle rings true in business, relationships, and in life. When you work with me, we will create systems and frameworks for Customer Success, Customer Support, and Customer Experience that leave you in a better place than where you are right now.DIVERSE AND INCLUSIVE TEAMS PRODUCE THE BEST WORK.
Different perspectives from various walks of life give us the greatest opportunity to look at solutions from as many angles as possible. Having been in groups that are both homogenous and heterogenous, things get done more effectively on diverse teams. It takes work to build environments where everyone is empowered to make a difference, but is worth it. How can we expect to serve diverse customers without diverse teams?PUT YOURSELF IN THE CUSTOMER'S SHOES
Everyone in society is a customer of something. Lead with empathy for your users. What does value mean to your customers? How will you deliver on that value? What does your customer need? A CX consultant can often provide a fresh pair of eyes and an outsider's perspective to this question.YOU MISS 100% OF THE SHOTS YOU DON'T TAKE
If you don't try, you can't win. Simple as that. Progress is always better than perfection. I prefer iterative project management sprints over incremental approaches. Phasegates, roadmaps, and goals are helpful tools to plan a project, and sometimes you have to try something new, adapt and overcome.

Employment Experience

Founder, Customer Journey ConsultingLearn more about my work with Customer Journey Consulting on the "Consulting" Tab of this page or at customerjourneyconsulting.com

Manager, AutomationSpearheading AI-powered transformation initiatives that deliver measurable impact: reducing support resolution time by 25% through AI Copilot implementation and saving 16+ hours monthly with intelligent DSAT categorization. Leading cross-functional projects spanning AI infrastructure, chatbot development, voice AI, and service workflow redesign. Building analytics dashboards to drive automation priorities and operational excellence while partnering across Engineering, Product, and Data teams to modernize CX systems and develop AI-first operating models.

Program Manager, Scaled SuccessDrove revenue growth by boosting NRR from 69% to 85% through automated renewal workflows, enhanced forecasting, and strategic tooling implementation. Built scaled onboarding journeys using webinars, in-app communication, and behavioral triggers while automating CSM workflows for reporting and engagement. Led vendor evaluations and implementations for AI-powered tools including Intercom Fin AI, Calendly, and Vitally CSP. Created strategic playbooks, implementation plans, and Gong AI scorecards to elevate team performance. Partnered cross-functionally with Marketing, Revenue, and Product teams to design cohesive customer journeys and drive operational excellence.

Sr. Customer Success Manager
-- Certified Zendesk AdministratorAchieved 90% NRR / 125% GRR across $44M in lifetime ARR. Served on Zendesk's Change Management Council, designing and piloting CSM workflows and facilitating ADKAR & Gainsight training. Acted as trusted advisor to senior stakeholders on CX operating models, AI readiness, and system scalability through detailed project plans and configuration audits. Built self-service maturity assessment tool and scaled Zendesk's Maturity Model across customer base. Team Lead for Junior CSMs in US and Philippines. Created risk and adoption playbooks for the organization. Designed Gainsight workflows for scaled success, facilitated weekly office hours, created video content, and hosted customer experience panels. Nominated and recognized by Zendesk CEO with "Big Impact" Award for Customer Focus.

Customer Experience and Renewals
Served as 1:1 Technical Account Manager for four key Enterprise clients while providing short-term TAM engagements across the segment. Reduced SLA time and ticket volume by 33% for second-highest ARR client via Salesforce implementation and scaled improved SLA tracking across entire Enterprise segment. Managed scaled renewal portfolio of non-profit customers, forecasted opportunities in Clari, and tracked expansion signals in Pendo. Generated highest expansion pipeline within Care Team while maintaining #2 CSAT rating and spearheaded automated post-NPS survey outreach campaign. Cross-trained CX and Renewals teams on technical and commercial literacy, fostering stronger collaboration. Built internal validation tool that reduced transaction fee case resolution time by 50%. Achieved highest number of product upsells to Classy Pay (Stripe). Interviewed, mentored, and coached new hires across functions. Received Core Value Award for "Always Be Learning."

Public Speaking

Zendesk Relate
Host, Ask the Experts Panel
Zendesk CX Trends
Panelist, Ask the Experts Panel
Support Driven
Sole Presenter, Assess Your CX Maturity Workshop
Customer Success Collective
Panelist, "“The Role of Customer Success in Upselling and Cross-selling: Techniques and Strategies for Success”
CXC Leaders You Should Know Podcast:
Podcast Guest
San Diego Promise Zone:
Panelist, "Careers in the Innovation Economy"
Zendesk Los Angeles User Group
Host, "Ready, Set, Grow your CX" Panel

Consulting

Customer Journey Consulting is a "passion project" of mine and is the brand that I provide fractional Support Operations, consulting, training, and implementation services to.We are Certified Zendesk Support Experts and also Certified by Intercom.From time to time, I appreciate being able to take on smaller clients with mighty missions for various small projects or ongoing fractional services.

Past clients have worked with me for Individualized CX Maturity Workshops, Build Playbooks, Implement SLAs, Consult on Scaled Customer Success Strategy, Provide CX Project Management Frameworks, Train CS personnel, or Configuring CRMs or CSPs _(Experienced with Salesforce, Hubspot, Zendesk, Gainsight, Vitally)II'm also a Certified Zendesk Support Administrator, working on my Intercom Certification, and proficient in low-code automation tools like Zapier, n8n, and Relay.

Education & Certifications

DePaul University
Bachelor of Science in Psychology, Honors
Quinlan School of Business
Coursework in Business Administration & Marketing
University of Maryland
Certificate in Project Management Principles
_________________________________________Consortium for Service Innovation
KCS V6 Fundamentals Certified
Zendesk Training
Certified Zendesk Expert Support Administrator I
Intercom
Designing and implementing a conversational framework for support teams
Salesforce Trailhead
API Basics

Contact

Here are a list of ways you can contact me. You can also fill out the form embedded on customerjourneyconsulting.com which goes directly to my email.

e-mail: aturner213312[at]gmail.com
voice/text: +1 858.255.0580
the (562) number works too, if you have it :)