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Hi, I’m
Amanda Dimarco
Customer Success Leader
New York,NY
Summary
Performance-driven and data-centric Customer Success Leader with 10+ years of proven success leading high-performing teams and cultivating enterprise level customer relationships. Skilled in leveraging data to tell compelling stories, communicating complex methodologies and technical integrations, driving incremental revenue and building strong C-suite level partnerships. Proficient in conflict resolution and thrive in start-up or high-growth environments.
Overview
12
years of professional experience
Work History
Veritonic
Vice President, Client Success
12.2021 - 09.2024
Job overview
- Customer Success Leader: Built and led high-performing Customer Success team of 6 from ground up, with responsibilities across full customer management lifecycle of onboarding, training, product consulting and troubleshooting, up-sell and renewals across vast range of clientprofiles from leading audio platforms such as Spotify and SXM Media to brand agencies, podcast platforms, networks and fortune 500 brands
- Revenue Driver: Grew existing accounts by over 300% in aggregate, achieved company's first $1MM account, played role of Solutions Engineer to sales team while guiding new client pitches to hand off to sales team leading to over $3MM in new business
- Product Development: Developed and brought 3 new products to market (Competitive Intelligence, Brand Lift & Attribution), identifying business growth opportunities, developed strategic training plans and cross-functional collaboration initiatives to facilitate the adoption of internal and external teams
- Process Change Agent & Coach: Transitioned a historically managed service solution into a self-serve platform through precise positioning, coaching and change management processes across various business entities and client personas
- Industry SME: Consistently invited to speak on panels with distinguished industry leaders as trusted subject matter expert on campaign measurement (brand lift and attribution), performance and audience insights
Veritonic
Director, Client Success
07.2019 - 12.2021
Job overview
- Client Relationship & Stakeholder Influencer: Quickly built a reputation among a vast client portfolio ranging from CEOs, CMOs, SVP and Research to Category Managers as a trusted partner, leading to 95% retention of subscription clients with an aggregate growth of over 150%
- Measurement & Data Expert: Distilled complex methodologies, coached clients and the CS team to dive deep into data-sets (inside and outside of platform) to identify audience performance trends and recommendations. Veritonic provided data on creative performance of audio assets to understand characteristics that drove consumer performance (i.e Voice over, music, CTA, etc). Additional measurement insights included brand lift and attribution performance insights
- Customer Success Leader: As1st CS hire, developed and drove CS team hiring and strategy, laying the ground to scale, led active clients across all facets of the customer lifecycle from onboarding, account management, renewal and incremental cross selling opportunities
- Voice of Customer: Constantly observed and collected client feedback of across product portfolio to push Product, Marketing and Sales teams to deliver on client needs, keeping with the company vision
- Adaptable and Self Directed: Thrived in fast-paced environment, demonstrating ability to think on my feet, make agile decisions, fill knowledge gaps and take decisive action with little to no direction
Eversight (Acquired by Instacart)
Senior Manager, Customer Success
01.2018 - 07.2019
Job overview
- Strategic consultative lead to top ARR accounts of Pfizer and Keurig Dr. Pepper managing onboarding and implementation, software training, discovery and ideation, guideline formulation and process change leading to over over 50% growth, subscriptions at 6 and 7 figure levels
- Conducted monthly touch points with CCO and SVP's, weekly meetings with RGM and Sales Strategy Directors/ Managers
- Appointed to pilot project team and brought to market new retail offering testing on shelf pricing and promotion solution
- Worked directly with product, and engineering to develop solution and manage Schnuck's customer relationship while validating new solution success
- Managed 2 CS Associates and recruiting initiative to grow CS team
Eversight (Acquired by Instacart)
Manager, Customer Success
09.2016 - 01.2018
Job overview
- Through Eversight's AI-powered, experimentation-based platform, I facilitated CPG brands and retailers to continuously test customized pricing and promotions directly with their individual customers
- Drove key partnership renewals of Pfizer portfolio to 25%+ growth
- Led one of the fastest and most effective customer onboarding/adoptions within company by developing exemplary best practices and collateral
- Cross functional contributor to Product Team, Sales and special project request from President/ CEO
- Proved strong capabilities of taking complex data sets and building digestible content deliverables to customers which resulted in being appointed to company case study lead and customer success guideline build out
Catalina
Associate Director, Enterprise Analytics
02.2016 - 09.2016
Job overview
- Strategic consultative partner to Johnson & Johnson analyzing 'Big Data' analyzing consumer behaviors and trends to uncover brand opportunities, insight storytelling, answer strategic business questions, and provide recommendations to meet overall business objectives
- Inflight program optimization recommendations, post campaign analysis and MMX support
- Worked side by side with J&J's media agency (J3) as primary data source/advisor to programmatic programs and executions
- Presented on main stage of 2016 National Sales Conference following launch of this new role -deemed the 'model way of business'
Catalina
Associate Director, Brand Development
10.2015 - 02.2016
Job overview
- Grew the J&J Retail Specific business by 235% and TATA Beverage by 55%
- Strategic creation of in-store targeted media and programmatic campaigns
- Led presentations across all client activity stages - from Catalina 101 sessions to advanced analytics reporting to senior leaders of sustained relationships
- Integral contributor in securing largest upfront client partnership to date
Catalina
Senior Manager, Brand Development
10.2014 - 10.2015
Job overview
- Continued expert in brand and category analysis, deemed as Subject Matter Expert and the 'go to' resource of peers
- Served as an Acting Director on Johnson & Johnson for 4 months, securing $700k+ in revenue
- Grew customer engagement, invited to present brand insights at 'Day of Learning', inclusive of 30+ brand stakeholders
- Led the internship program, training and developing multiple summer interns per season
Catalina
Manager, Brand Development
06.2012 - 10.2014
Job overview
- Managed the planning, execution and program analytics of the Johnson & Johnson Platinum account ($15MM+)
- Built & translated complex insights into client presentation and program designs to meet client objectives
Education
Villanova UniversityVillanova, PA
BBA from Marketing, Finance & Real Estate
University Overview
- Cum laude graduate
- Villanova Division 1 Diving Team, Team Captain
- Business School Peer Advisor, Student Athlete Advisor Committee and Marketing Society
Skills
Cross functional team leadership
Timeline
Vice President, Client Success
Veritonic
12.2021 - 09.2024
Director, Client Success
Veritonic
07.2019 - 12.2021
Senior Manager, Customer Success
Eversight (Acquired by Instacart)
01.2018 - 07.2019
Manager, Customer Success
Eversight (Acquired by Instacart)
09.2016 - 01.2018
Associate Director, Enterprise Analytics
Catalina
02.2016 - 09.2016
Associate Director, Brand Development
Catalina
10.2015 - 02.2016
Senior Manager, Brand Development
Catalina
10.2014 - 10.2015
Manager, Brand Development
Catalina
06.2012 - 10.2014
Villanova University
BBA from Marketing, Finance & Real Estate