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Work Background
Textellent, Inc.Head of Client & Partner Success
Aug. 2024Dallas-Fort Worth MetroplexAs a key member of the executive leadership team, directly reporting to the CEO, contributing to strategic decision-making and organizational direction, while driving initiatives that enhance customer success and support, resulting in an increase in overall company revenue and improved alignment between customer experience and business objectives
• Leading initiatives to enhance client engagement and optimize service adoption, ensuring our clients and partners leverage our platform to its fullest potential, resulting in a more than 30% increase in ARR in 10 months. • Drive strategic adoption plays and cultivate strong relationships with key clients, including enterprise, franchisors, and SMB clients, leading to a 15% increase in upsell revenue quarter over quarter.
• Define and monitor growth KPIs, aligning team efforts with company objectives to achieve measurable success, resulting in a 10% improvement in client retention rates.
• Leading a global Customer Success team spanning multiple countries, fostering a collaborative and culturally aware environment that drives consistent service excellence and enhances client satisfaction.
• Oversee onboarding processes and project management plans, ensuring seamless integration and support for large clients, which contributed to a 40% reduction in time-to-value for new clients.
• Implement feedback loops and monitor client health metrics to enhance user experience, satisfaction, and retention, achieving a 25% increase in NPS (Net Promoter Score) and boosting client referrals by 30%.
• Lead and mentor the offshore Client Success & Support teams, fostering professional growth and optimizing team performance for maximum impact, which resulted in improvement in team efficiency.
• Expand strategic partnerships by 150%, developing new alliances that led to joint marketing initiatives and co-selling opportunities, generating an additional $250,000 in revenue.
TheatroManager, Customer Success
Jun. 2023 - Jan. 2024Richardson, Texas, United StatesDrove customer retention and led the team to a $450k ARR upsell with the largest client through strategic initiatives and collaboration • Led the team to secure a $450k ARR upsell with the largest client, significantly enhancing overall revenue and customer partnership.
• Building from the ground up, collaborating cross-functionally with Sales, Customer Success, and Implementation teams to develop and implement effective success plans for both existing and incoming customers.
• Oversaw the hiring, training, and development of top-performing customer success managers, establishing a solid foundation to increase retentions, renewals, expansion, and upselling of existing customers.
• Leverage expertise to guide and mentor the CSM team, ensuring understanding of organizational processes, procedures, and expectations to secure the achievement of both individual and organizational goals.
• Spearheaded strategies to enhance product adoption, usage, and customer satisfaction, boosting NPS scores and overall customer lifetime value.
• Responsible for providing operational oversight of the customer portfolio, maintaining delivery on all targets and KPIs.
• Identified, pursued, and secured net new upsell revenue from existing customers, delivering significantly increased revenue.
ExtendAgSr. Manager Customer Success & Implementation
Jun. 2022 - Jan. 2023Manteca, California, United StatesAchieved a 50% revenue increase and 10-point NPS boost by leading a team to enhance customer experience for a billion-dollar client. • Leveraged expertise to develop strategic processes to support the organization’s largest customer, generating a 50% increase in quarterly recognized revenue.
• Performed as Sr. Manager of Customer Success and Implementation, directing a team of 5 Customer Success Managers and 2 Implementation Managers, collaborating cross-functionally to establish a winning customer experience, driving a 10-point increase in NPS and a 15% quarterly revenue increase
• Oversaw the management of a multi-million-dollar book of business that included a billion-dollar agricultural consortium that was considering canceling the existing contract, performing as an integral team member in developing a solution that had the organization using a new product before launch within the first 6 months of tenure
• Recognized by executive leadership for successfully “providing light at the end of the tunnel for the first time in the project” and delivering the project on time and within the established budget
• Created and launched processes for managing customer training, integration, and knowledge base content, providing opportunities to discuss and resolve any issues that arise to support a seamless experience
BigtincanSenior Customer Success Lead
Nov. 2019 - Jun. 2022Waltham, Massachusetts, United StatesImplemented a new onboarding strategy, reducing time by 30%, enhancing customer relationships, and boosting retention by 15%. • Provided strategic direction and guidance in the development of an onboarding plan to integrate various platforms, generating a 30% reduction in the onboarding time
• Developed and cultivated strong relationships with critical customer stakeholders, driving a 15% increase in retention
• Responsible for the management of a book of business supporting 20 customers, leading a customer success team of 5, and developing strategic success plans for midmarket and Enterprise customers, focusing on product and service value
• Facilitated comprehensive training for customers concerning the SaaS solution, ensuring proficiency within all product aspects • Listened to the voice of the customer and collaborated with Software Development and Professional Service teams, working together to design, develop, and deliver customized SaaS features that align with client needs
• Established a top-performing team and managed a book of business, achieving very high customer satisfaction, receiving recognition from executive leadership, and becoming the 1st team invited to the Sales kickoff
SecureAuth CorporationCustomer Success Leader
Apr. 2016 - Nov. 2019Irvine, California, United StatesManaged a $3.5M book of business with 95%+ retention, achieving 105% cross-sell/upsell rates and earning 3 consecutive President’s Club Awards • Utilized subject matter expertise to manage a $3.5M book of business with a retention rate that exceeded 95%, as well as achieving a cross-sell and upsell rate of 105% of quota quarter over quarter, resulting in earning 3 consecutive President’s Club Awards
• Oversaw a team of 6 in the early-stage start-up that included 3 Customer Success Managers and 3 Team Leads, focusing on establishing customer satisfaction, compliance, and health while driving adoption, retention, and expansion
• Gained an in-depth understanding of the customer’s business, goals, and objectives and evaluated use cases to effectively showcase the value proposition to maximize upselling opportunities, successfully delivering tailored solutions
VerosManager, Client Services
Jan. 2011 - Apr. 2016Santa Ana, California, United StatesOversaw client projects, boosting renewals by 25%, while building a 9-member Client Service team and fostering strong client relationships. • Oversaw projects for various clients, including Fannie Mae and Freddie Mac, providing exceptional client management that generated increased renewals by 25%
• Recruited to assist in building out the Client Service Account department, starting with 1 employee and 1 manager and growing into a team with upwards of 9 resources
• Developed and managed relationships with various mid to large home mortgage companies and credit unions, focusing on building and expanding a network to support organizational growth
• Collaborated cross-functionally with both internal and external stakeholders, communicating regularly to ensure seamless software updates and releases
• Cultivated strong working relationships with clients and leveraged to identify specific needs to drive renewals and retention
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