Anthony Sirna

• Moved into Account Manager role in 2022, for a SaaS company offering AI technology and services for Accessibility needs, content localization and media publishing.
• Delivered Customer Business reviews, Strategic Product Roadmaps, consulted with accounts on their business and operational challenges. This resulted in uncovering of cross-sell opportunities for additional company services.
• Active in industry networking and webinar events and took a hands on approach to becoming an expert from the customer point of view.
• Partnered with Marketing and Product Management to create vertical segment market research, account plan and use cases. Team met weekly, with defined KPI such as customer engagements and uptake on new technology pilots.
• Managed a portfolio at $1.2 Million ARR, including strategic accounts such as the CDC, Federal Reserve System, and U.S. Department of State.
• Revived partnerships with key reseller leading to renewal of strategic Federal Customers valued at over $300K annual.
• Formalized bid processes and response, resulting in capturing multi-year contracts and competitive renewals valued at $1.74 million
• Navigated customers through renewals, new agreements, and negotiations. Managed complex procurement cycles with strategic accounts.
• Onboarded, Coached and mentored new hires.

Senior Customer Success Manager 2019 to 2023

• Spearheaded the establishment of the Customer Success Manager role for the Legal vertical within a 5-person SaaS startup team in the U.S., increasing ARR from $280K to $1.3 Million over a 16 month period.
• Published article and blogs, served as panelist for industry webinars, and interviewed by Legal Talk Network for live broadcast.
• Designed and Implemented customer engagement and success strategies, focusing on customer health, retention, and specific KPIs. Utilized Sales Force, Tableau, and Catalyst.
• Awarded CSM Sales Role for upsells of $620K annual.
• Recruited, trained and mentored additional CSMs within the Legal Vertical
• Collaborated closely across company resources for product development and new features. Organized and led d hoc teams for at risk accounts and critical operational changes impacting customers.

• Managed portfolio of AMLaw top 50 Law firms accounts with team Annual Recurring Revenue (AAR) of $12 million. Retention of 90% annual.
• Led relationships with CIO and IT partner sponsors
• Conducted weekly calls and Quarterly Business Reviews to monitor customer health and track KPIs
• Successfully resolved escalations related to technology, account billing and contract issues.
• Mentored team members to enhance performance
• Managed onboard engagements, including scope definition and acceptance
• Managed client engagements for pre-sale activities and developed customer success plans post-sale
• Established trusted advisor role and relationships with customer executive sponsors and stakeholders through regular communications, Strategic Account Meetings, and Product Roadmap discussions.

• · Developed and launched business process assessment services for new logo and existing customers. Worked closely with Sales to present and demonstrate use cases for ROI and efficiency. In one use case, customer attained approximately 15% to 20% annual cost reduction for a Hospital based Homecare program.
• · Delivered workflow assessments for hospital systems contributing to $6.25 million in total contract value.
• · Established relationships with senior level customer management, to roll out assessment and socialize within their organizations.
• · Created and managed project planning and scope. Conducted on-site customer department interviews and surveys.
• · Conducted weekly reviews with customers and tracking of assessment projects. Delivered high level presentation to project executive sponsors.