Dana Weaver
Rolling Hills Estates
Summary
Customer success and project management professional with a proven track record in driving growth and retention strategies with global enterprise information services customers. Managed complex data and workflow solution projects with material revenue impact to the business and drive customer ROI. Strong focus on team collaboration within a globally matrixed structure and consistently meet or exceeding OKR’s/KPI’s while adapting to evolving customer and project needs. Expertise articulating, quantifying, measuring and benchmarking business value to drive customer adoption or identify risk and create renewal management strategies. Adept at internal and external stakeholder collaboration, consistently working to aggressive deadlines. Demonstrated problem-solving and team leadership abilities to deliver against customer success and program metrics while delighting the customer and contributing to business revenue and retention goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Project Manager
London Stock Exchange Group Data & Analytics (LSEG)
07.2017 - Current
- Lead cross-functional global teams in successful completion of multi-million dollar impact customer strategic projects, ensuring they are delivered to scope, revenue recognition, forecasting and committed timelines as a key business partner to sales, account management and CSM colleagues and collaborating with other internal product, finance and operational stakeholders in a matrix environment to ensure project completion and drive customer success.
- Developed comprehensive project plans to accelerate revenue recognition on complex data solutions sales engagements and mitigate risk of underutilized, underperforming or competitive renewals.
- Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
- Nurtured strong working relationships with internal and external stakeholders, building trust and credibility that facilitated smooth collaboration on shared goals.
- Mentored junior project managers and team members to enhance their skills and career growth.
- Streamlined project management processes by implementing agile methodologies, resulting in improved efficiency and reduced costs.
- Managed budgets exceeding $1 million while effectively controlling costs through diligent financial oversight.
- Championed innovative approaches when faced with complex problems or opportunities requiring non-traditional thinking.
- Successfully recovered projects at risk of failure, implementing turnaround strategies that restored client confidence and secured project objectives.
- Enhanced client satisfaction and loyalty by delivering projects that consistently exceeded expectations in terms of quality, timeline, and budget.
- Spearheaded process improvement initiatives that resulted in increased productivity and streamlined workflows across departments.
Senior Customer Success Manager
Refinitiv & Thomson Reuters (now LSEG)
09.2009 - 06.2017
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
- Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Championed a proactive approach to customer success by identifying potential issues, addressing them early-on in the client lifecycle, and preventing churn.
- Contributed to company growth by getting references from satisfied customers through relationship-building efforts.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Increased customer engagement by designing targeted outreach campaigns tailored to individual user profiles.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Utilized customer feedback to make informed changes and improvements to customer success plans.
Account Manager
Thomson Reuters
06.2006 - 10.2001
- Facilitated sales growth of financial content, analytics, trading capabilities to financial institutions, brokers houses and corporations.
- Established strong senior level relationships with client organizations and recognized for expertise in strong selling techniques.
- Consistently exceeded sales quota and maximized annual revenue of $4 million.
- Earned Reuters President Club award for achieving over 150% of goal.
- Expanded Reuters product range within client’s business context thorough developing targeted marketing strategies.
- Provided overall project direction to Order to Cash process to ensure client installations were completed and coordinated in a timely manner.
Education
Master of Business Administration -
Lindenwood University
St. Charles, MO05.1992
Skills
- Team Leadership
- Customer Success Management
- Project Management
- Retention & Growth Strategies
- Data & Analytics Solutions
- Cross functional internal and external
- Problem Solving
- Organizational skills
- Excellent Communication
- Time management
- Detail-oriented
- Interpersonal skills
Accomplishments
- Used Microsoft Excel to track key projects to share with key stakeholders.
- Achieved Completion of large Global migrations by managing a cross functional team to complete the implementation of our new Financial software with AI capabilities.
- Resolved product issues through consumer testing.
- High performance reviews year over year due to achieving key results to achieve the companies goals.
Certification
- 2018-03 PMP – Project Management Professional
- 2017-11 CAPM - Certified Associate in Project Management
- 2018-07 SCM - Certified Scrum Master
Timeline
Senior Project Manager
London Stock Exchange Group Data & Analytics (LSEG)
07.2017 - Current
Senior Customer Success Manager
Refinitiv & Thomson Reuters (now LSEG)
09.2009 - 06.2017
Account Manager
Thomson Reuters
06.2006 - 10.2001
Master of Business Administration -
Lindenwood University