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Work Background
Sr Director of Client Services
Bell GroupSr Director of Client Services
Feb. 2024
Senior Manager, Customer Success (Specialists, Key CSMs, Renewal CSMs)
ModMedSenior Manager, Customer Success (Specialists, Key CSMs, Renewal CSMs)
Sep. 2022 - Feb. 2024
Senior Customer Success Manager (Enterprise)
Modernizing MedicineSenior Customer Success Manager (Enterprise)
Mar. 2021 - Sep. 2022• Serve as the quarterback for an assigned book of Enterprise ENT practices • Drive maximum value from the MMI solutions for technology products, and services through training and best practices • Lead and manage project management for assigned clients. Consult as a trusted advisor with decision makers on assigned accounts, additionally facilitating relationships between MMI executives and top level execs on the customer side in conjunction with Executive Relationship Manager/Leadership • Collaborate with internal teams to optimize and streamline CS processes, onboarding, and workflows • Organize and execute on CEO Advisory Board for assigned book of business to drive product enhancements and vertical collaboration
Head of Customer Success
LaliloHead of Customer Success
Jul. 2020 - Apr. 2021(Remote) Miami* Lalilo was acquired by Renaissance Learning March 2021 • First CS hire for EdTech startup. Co-create CS operations and processes alongside Director of Operations including all onboarding, implementation & renewals • Guide US and France teams to create CS playbooks, customer journey, and best practices • Collaborate with sales, product, and support teams • Manage a book of business Tier 0-2 (Mid Market to Enterprise Size) School Districts • Deliver product training + ongoing curation of the customer journey • Create and monitor CS KPIs • Design and execute hiring process to scale the CSM department
Director of Customer Success
ECS LEARNING SYSTEMSDirector of Customer Success
Apr. 2019 - Jul. 2020(Remote) Miami, FL• Player/Coach hybrid role - Manage a book of business for Prepworks and StaarMaster Digital (brand added after acquisition) as well as hire, coach, and manage team of CSAs and support • Execute on all phases of the customer journey, including deployment design and execution • Nurture relationships, create launch plans, and journey maps for clients - track milestones to a clear path for school and district success • Serve as the voice of the clients by surfacing key trends and insights back to our Sales, Product, Marketing and Leadership teams • Drive support team streamline initiatives and deliver on improved support SLAs. Increased Support Customer Satisfaction from 80% to 94%
Sr Customer Success Manager
ECS LEARNING SYSTEMSSr Customer Success Manager
Apr. 2018 - May. 2019(Remote) Miami, FL* Prepworks was acquired by ECS Learning Systems May 2018 • Manage implementation and onboarding of district accounts from post-sale to renewal for Prepworks • Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption • Played instrumental role in client satisfaction by partnering with cross-functional teams for proper resolution of service and product issues • Capitalized on multiple upsell, cross sell, and referral opportunities with new and potential customers, resulting in 12% increase in revenues • Onboarded and coached new customer success associate hires
Sr Customer Success Manager, E-Learning Systems
PrepworksSr Customer Success Manager, E-Learning Systems
Feb. 2014 - Apr. 2018Key Biscayne, Florida, United States*Acquired by ECS Learning Systems May 2018 • Built and scaled the Customer Success department at Prepworks for all Tier 0-2 clients • Achieved a 96% average client overall satisfaction rate and an average 87% client retention rate • Manage book of business & managed Customer Success Associates • Boost client satisfaction 40% by creating new implementation workflow as measured by surveys • Create and manage knowledge base to offer staff and customers immediate informational access to products, services and organization • Acquired by ECS Learning Systems in May 2018
Customer Success Manager
PrepworksCustomer Success Manager
Dec. 2012 - Feb. 2014Key Biscayne, FL• Promoted to spearhead a client care/customer success program to increase program efficacy and drive product adoption across the newly launched digital platform • Design and execute on-boarding processes for all new and existing digital clients • Grow the largest company account and increased revenue from $65K to $180K by creating company's first strategic and competitive RFP • Increase signed e-agreement rate 50%+ by implementing AdobeSign through Salesforce
Program Manager
PrepworksProgram Manager
May. 2011 - Dec. 2012Key Biscayne, FL
Financial Client Management Specialist
Wells FargoFinancial Client Management Specialist
May. 2009 - Jun. 2010Washington D.C. Metro Area
Harn Museum of Art: Development - Membership, Fundraising & Special Events
University of FloridaHarn Museum of Art: Development - Membership, Fundraising & Special Events
Aug. 2007 - Jan. 2008Gainesville, Florida Area
Financial Client Management Specialist Summer Intern, University of Florida
Wells FargoFinancial Client Management Specialist Summer Intern, University of Florida
Apr. 2007 - May. 2009Gainesville, FL
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