Professional Overview
Erica McConnell serves as Director of Customer Success at mShift, where she leads the strategic vision and execution of customer onboarding, support, and long-term client success initiatives. She works closely with customers to ensure they realize the full value of the mShift platform, transforming customer success into a key driver of adoption, retention, and business growth.
As a founding member of mShift, Erica has played a pivotal role in shaping the company's customer experience from the ground up. She has helped develop scalable customer success frameworks, led onboarding strategies, and built lasting partnerships that position clients for sustained operational success. Her focus is on helping organizations modernize through technology that enhances existing workflows while preserving the trusted relationships that define the insurance industry.
Drawing on more than a decade of experience in education, Erica brings a unique perspective to customer success. Her background in teaching has strengthened her ability to communicate complex concepts clearly, develop customized learning experiences, and guide organizations through change with confidence. By combining data-driven insights with a people-first mindset, she helps clients successfully adopt technology while achieving measurable business outcomes.
At mShift, Erica champions transparent communication, continuous improvement, and collaborative problem-solving. Her leadership ensures customers have the guidance, resources, and strategic partnership needed to maximize the value of intelligent automation while focusing on what they do best—serving their clients.
Leadership Philosophy
Erica believes great leadership begins with clarity, trust, and a commitment to helping others succeed. Working at the intersection of insurance and technology, she focuses on empowering customers and teams with the knowledge, confidence, and tools needed to navigate change successfully.
She believes technology should strengthen relationships rather than replace them. By fostering curiosity, continuous learning, and cross-functional collaboration, Erica creates an environment where innovation is guided by empathy, transparency, and measurable results.
Erica is passionate about the future of insurance and the role intelligent technology will play in reducing operational complexity while preserving the relationship-driven foundation of the industry. She believes the most successful organizations will be those that embrace innovation while remaining focused on people, service, and long-term customer success.
