Customer-obsessed leader strategically cultivating robust Customer Relationships for long-term loyalty | Senior Director Customer Success | Global Customer Support | Business Process Improvement | Sales Excellence Leader |West Palm Beach, Florida, United States 

Susie Ceruto is not just a leader; she’s a catalyst for transformation in customer-centric environments. With a career spanning over a decade, Susie has honed her expertise in fostering inclusivity, managing customer relationships, and driving business process improvements. Her journey from the bustling hospitality industry to the dynamic realm of consulting has been marked by a relentless pursuit of excellence and a commitment to delivering exceptional customer experiences.

Key Takeaways

• Customer-Centric Leadership: Susie’s career is a testament to the power of customer-centric leadership, where every decision is guided by a commitment to delivering exceptional experiences.
• Continuous Improvement: Through strategic process improvements and innovative solutions, Susie has demonstrated the importance of continuous improvement in driving business success.
• Collaborative Excellence: Susie’s collaborative approach to leadership has been instrumental in fostering cross-functional synergy and driving organizational growth.
• Resilience in the Face of Challenges: From navigating crises to turning setbacks into opportunities, Susie’s resilience and adaptability have been central to her success.
• Inspiring Others: Susie’s innate ability to inspire and motivate others has been a driving force behind her achievements, setting a high standard for leadership excellence.

A Visionary Leader

In her current role as Chief Customer Officer at Lola 13 Consulting, Susie spearheads initiatives aimed at nurturing customer loyalty and ensuring business success. Leveraging her extensive background in customer-facing industries, she brings a unique perspective to the table, helping companies navigate challenges and disruptions with resilience and grace.

At Lola 13, Susie leads by example, championing the philosophy that every customer interaction is an opportunity to build lasting relationships. Her strategic approach to customer success is evident in her collaborative efforts with renowned consulting firms like North Highland, where she contributed to projects aimed at enhancing service delivery and driving operational efficiency.

Driving Change and Inspiring Growth

Susie’s tenure as Director of Business Relations Management at First Advantage exemplifies her ability to drive transformative change and elevate customer satisfaction. By implementing strategic initiatives such as the creation of a customer care escalation solution team, she significantly reduced response times and improved overall customer experience. Her leadership also played a crucial role in improving the company’s BBB rating and fostering stronger relationships with mid-market clients.

A Legacy of Excellence

Prior to her role at First Advantage, Susie held various leadership positions at InterContinental Hotels Group (IHG®), where she oversaw global sales support operations and spearheaded initiatives to drive revenue growth. Her strategic vision and cross-cultural talent development skills were instrumental in enhancing employee engagement and optimizing sales processes across diverse geographical regions.

5 leadership lessons

1. Prioritize Customer-Centricity: Susie’s career underscores the importance of prioritizing customer-centricity in leadership. By placing the needs and experiences of customers at the forefront of decision-making, leaders can cultivate long-lasting relationships and drive business success.
2. Embrace Continuous Improvement: Susie’s commitment to continuous improvement highlights the importance of embracing change and innovation as a leader. By constantly seeking ways to streamline processes, enhance efficiency, and drive growth, leaders can adapt to evolving challenges and stay ahead of the curve.
3. Foster Collaboration and Synergy: Susie’s collaborative leadership style emphasizes the power of teamwork and synergy in achieving shared goals. By fostering a culture of collaboration, communication, and mutual respect, leaders can harness the collective talents and strengths of their teams to drive organizational success.
4. Demonstrate Resilience and Adaptability: Susie’s ability to navigate challenges and setbacks with resilience and adaptability serves as a valuable lesson for leaders. In today’s fast-paced and unpredictable business environment, leaders must remain flexible, agile, and resilient in the face of adversity.
5. Inspire and Motivate Others: Susie’s innate ability to inspire and motivate others underscores the importance of effective leadership communication and empowerment. By leading by example, recognizing and celebrating achievements, and providing mentorship and support, leaders can inspire their teams to reach new heights of success.

Editorial Notes:

Susie Ceruto’s journey is a testament to the transformative power of visionary leadership and unwavering dedication to customer success. Her story serves as a source of inspiration for aspiring leaders, highlighting the importance of resilience, innovation, and a relentless pursuit of excellence in driving meaningful change in today’s dynamic business landscape.