Allie Duff - Director, Customer Success, Prefect

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Work Background

PrefectLead Customer Success Manager

Dec. 2021 - Jan. 2023At Prefect, we are the world leader in data workflow management with the goal of eliminating negative engineering. We're here to help teams and individuals to not worry about data pipelines running and hacking their workflow tool.

PrefectDirector, Account Management

Jan. 2021RemoteI lead a sales team that oversees the onboarding of new customers, implementation of the Prefect platform, and the growth of the existing customer base. I work closely with other departments such as CS Engineering, Product, Legal and Finance to ensure a positive customer experience. Key Focus Areas: - Customer Onboarding: Overseeing the onboarding process for new customers, ensuring that the process is efficient, effective, and meets customer needs. This includes managing a team that is responsible for setting up new accounts, providing training, and assisting with any technical issues. - Retaining & Growing the Install Base: Growing the existing customer base by identifying opportunities for expansion and providing an excellent customer experience. We work with customers to understand their needs, identify upsell opportunities, and provide a high level of customized support to ensure customer satisfaction. -Team Management: Managing a team of Customer Success Managers, providing guidance, support, and coaching to ensure that the team has everything they need to meet their targets and deliver exceptional service. -Relationship Building: Building strong relationships with key customers and stakeholders, ensuring that Prefect is meeting their needs and addressing any concerns they may have. We focus on engaging with customers regularly in a way that adds value, monitoring their usage of Prefect and providing feedback to our platform team. -Reporting and Analytics: I am responsible for reporting on key metrics related to revenue, onboarding, retention, and expansion goals. I use this data to identify trends and opportunities for improvement, and present findings to the Exec leadership team.

Convoy IncCustomer Success Manager

Nov. 2020 - Dec. 2021Seattle, Washington, United StatesAs a CSM I ensure a customer's success by maintaining complete knowledge and oversight of the day-to-day activities of client’s business through frequent calls, proactive reporting, and operational excellence. I contribute to portfolio growth by identifying recurring transactional opportunities, presenting pricing to the client, and successfully convert them to contracted monthly volume. Leverage client relationships and strategic bidding practices to increase truck loads per month and grow profit margin on transactional business. Use my obtained logistics expertise to partner with client’s frontline stakeholders to better understand intricacies of their business and identify potential bottlenecks and provide sustainable yet efficient solutions.

Vera Whole HealthImplementation Manager

Sep. 2019 - Jul. 2020Greater Seattle AreaResponsible for the planning and facilitating all activities required to open a new care center from client kickoff through the first patient being seen and stabilization. My primary focus was to support the Implementation office and its customers, both internal and external, with an emphasis on cross-departmental coordination, to ensure the successful launch of the care center.

Vera Whole HealthAssociate Customer Success Manager

May. 2017 - Sep. 2019Greater Seattle AreaAs an Associate Customer Success Manager I helped to execute long-term vendor-partner business strategies through regular account reviews with clients. Nurturing client relationships was always an ongoing practice accomplished by developing creative solutions to fit each client’s unique needs and employee population. I curated and assisted in presenting monthly, quarterly, and annual client facing reports which detail member engagement, clinical quality, and return on investment to key internal client stake holders.

QBSI, A Xerox CompanyCustomer Relations Manager

Jan. 2016 - May. 2017Bellevue, WashingtonAs a Customer Relationship Manager I was responsible for sustaining a meaningful business relationship as well as educating clients on our ever growing product and service portfolio. I specialized in the Graphic Color aspect of our business by managing our commercial production clients. Through graphic media I worked with clients to realize the outreach potential that our product can help them achieve.

QBSI, A Xerox CompanyTechnical Trainer

Jun. 2015 - Jan. 2016Bellevue, WashingtonAs a technical product trainer I worked along-side major and commercial account sales teams to educate and inform customers of Xerox culture and technology. Particularly focused on the training of production print equipment, I conducted product demonstrations for prospective customers by educating them on how to best operate the device based on their specific environment. Throughout my interactions with clients, we worked together to problem solve and create best practices to simplify redundancies that exist within their business processes. I also created curriculum to prepare the sales teams for both pre and post-sale processes; such as product demonstrations and help to evangelize the Xerox technology. In a learning and development role for the organization, I collaborated with management to support all departments, to provide the knowledge and skills for success and customer satisfaction.

Allied Integrated MarketingFilm Marketing, Publicity and Promotions Intern

Apr. 2014 - Jun. 2014Greater Seattle AreaCommunicated with venues to plan and create publicity events, teamed up with local businesses to promote upcoming films, demonstrated strong work ethic in order to complete projects efficiently and within time constraints.

University of WashingtonIMA Member Services Assistant

Sep. 2012 - Jun. 2015

TakataEngineer Summer Intern

Jan. 2012 - Jan. 2013Moses Lake, WAWorked with the professionals to perform daily projects, conducted chemical tests for explosives, used basic software and operating systems to organize data for the department, obtained new knowledge for software programs.