Danielle E. DiPasquale
Summary
Over fifteen years of proven experience in Customer Success, Account Management, Project Management and Sales. A proven track record of achieving results by being self-directed, strategic, goal oriented, passionate and a dedicated team player. Working in Customer success for over ten years I have valued each relationship I have with my customers. Within my role, I take a humanistic approach where human connection is my purpose. As their trusted advisor the end goal is to create a solid foundation to communicate effectively. Cultivating this relationship leads to a prosperous long-term partnership where I can drive their business needs and goals forward and nurture the relationship for years to come.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Success Manager
Pega Systems Inc,
03.2022 - 10.2023
- Acted as the Trusted Advisor cross functionally within the Integrated Account team on the following customer accounts: Verizon Wireless, Frontier Communications and SCI Funeral International. -Total Annual Recurring Revenue $60MM
- Responsible for maintaining and expanding relationships and providing technical expertise, where applicable, based on reference engagement, and customer blueprint.
- Established a metrics framework to realize and measure business value through use of Pega software, coproducing a strategic roadmap for transformation and encouraged adoption of best practices through enablement and governance
- Served as the customers advocate within Pega, managing escalations quickly and effectively and coordinated internally to act on behalf of the client
- Engaged as a Pega thought leader during the execution of strategic programs to encourage the client and partner to embrace Pega delivery best practices
- Leveraged proven techniques to assess the value clients have achieved using Pega technology and turned those insights into recommendations to enhance value realization
- Program Level Governance- Comfortably engaged with front line teams as well as C-Suite level Executives through Executive Business Reviews, Quarterly Business Reviews, Bi-Weekly and Weekly status calls
- Used discrete and aggregate measures of client health to drive insights, to identify and mitigate areas of risk, and to take proactive action
- Collaborated with sales and services to secure renewals and identify expansion opportunities.
Sr. Client Manager
NTT Communications, Global IP Network
11.2020 - 02.2022
- Regularly achieved assigned targets through prospecting, qualifying, and closing opportunities with assigned clients and prospects
- Engaged key stakeholders within prospects/clients to gain an understanding of the business issues and objectives driving their needs to establish an overall account strategy
- Responsible for Identification, Progressing and Closing Managed Services (Managed Network, Collaboration, Cloud Comm., Security etc.) opportunities across NTT clients
- Worked closely with Sales Specialists to establish effective sales growth plan
- Effectively orchestrate NTT selling and solution resources for maximum impact
- Use sales tools (e.g., Salesforce.com) and methodology to effectively manage accounts, opportunities, and pipelines and accurately forecast on a consistent basis
- Maintain territory and activity plans on a regular basis
- Maintain broad awareness of solution portfolio
Enterprise Customer Success Manager
Zenput
01.2020 - 10.2020
- Drove the on-boarding, deployment, and successful adoption of Zenput within my portfolio of customers
- Become an expert user of Zenput so that I could deliver training to customers and provide credible guidance on how best to apply the tool to their specific operational processes and business challenges
- Used a consultative approach to help customers optimize product value by teaching them how to leverage new or unused features
- Managed the ongoing customer relationship to encourage growth, expansion, and loyalty
- Identified new opportunities to expand Zenput to support additional work processes or departments within the customer's business
- Tracked and closed renewal business
- Advocated for customers internally by collaborating with our Product teams to translate customer feedback into product requirements
- Primed the "pump” for customer case studies, quotes, and testimonials by identifying advocates and sharing great stories with our Marketing team.
Enterprise Customer Success Manager
NTT Communications, Global IP Network
05.2018 - 12.2019
- Managed a global base of customers worth $5MM in annual recurring revenue
- Managed the relationship from point of implementation, deployment, onboarding, nurturing and renewal
- Acted as project manager throughout entire onboarding process and every new implementation deployed on the account
- Worked internally with the professional services, managed services, billing, and support teams on the customers behalf until project completion
- Helped to onboard new customers by guiding them on how to leverage support, training, and appropriate resources to become self-sufficient
- Cultivated successful working relationships with internal leadership to escalate on the customers behalf
- Learned customers technological infrastructure to help better support the account during the nurturing phase
- Acted as a consultant hosting onsite meetings with C-Level Executives to gain insight into past, present and future goals to streamline the collaboration ecosystem
- Staying up to date on entire suite of product(s) upgrades and releases to walk customers through new features and functionality
- Able to articulate Cisco Webex offerings, Microsoft Teams offerings, Bluejeans Offerings, Digital Event
- Offerings, and Cloud Voice Offerings
- Hosted Quarterly Business Reviews to present reporting, data, trends, and analytics on adoption/usage as well as delivering an ROI discussion
- Achieved assigned sales quota of $450,000 in upsells and new service lines for the global base of managed customers
- Exceeded all Individual Key Performance Indicators on a quarterly and annual basis
- Managed organizations such as American Cancer Society, Global Payments, Amazon Web Services, Cox Communications, SAS Institute, Hogan Lovells LLP, Michelin Global etc
Sr. Customer Success Manager
Sage
09.2017 - 05.2018
- Managed the customer relationship from end of sale through implementation/onboarding, nurturing and renewal
- Acted as project manager throughout the entire onboarding process
- Working directly with the implementation consultant as well as the customer until project completion
- Received Scope of Work (SOW), helped customer price partner implementation vendor as well as any additional ISV upsells needed
- Learned customer configurations during the implementation phase and helped resolve any open technical support cases prior to go live
- Helped to onboard new customers by guiding them on how to leverage support, training, and appropriate resources
- Consistently staying up to date on monthly product upgrades and releases to walk customers through the new features and functionality
- Hosted bi-weekly webinars with nurturing customers to walk through any technical issues, new product features and best practices in the industry
- Encouraging Adoption and usage of the Sage Financials Product
- Helped to create Knowledge Base articles for the Sage Financials Knowledge base
- Worked cross functionally with all internal teams to give feedback on customer needs within the financials product
- Worked closely with Partner Success Coaches, Customer Success Engineers and Product Development to help solve any product related disputes.
Renewals/Migrations Specialist
Blackbaud
12.2013 - 09.2017
- Managed the migration of over 1,000 customers to a modern online fundraising solution
- Developed and implemented new migration processes and best practices to exemplify operational excellence and drive revenue retention
- Proactively manage client relationships and serve as primary point of contact throughout the migration process, from initial client contact to solution implementation
- Collaborate with Sales, Marketing, Customer Success, Support and Product Management teams to manage migration project under deadline
- Provide weekly reporting to key stakeholders to track progress and ensure product end-of-life is on schedule
- Participate in strategic meetings to develop migrations best practices and identify product end- of- life tasks
- Consistently staying up to date on product enhancements by attending training seminars quarterly
- Taking a consultative approach to each customer segment to upsell and migrate to the product suite that best fits their needs
- Responsible for managing and negotiating all existing renewal contracts for an assigned territory of customer accounts
- Each territory encompasses clients worth $6MM to $20MM in total recurring revenue
- Retaining this revenue at the highest rate possible is pivotal to Blackbaud's continued success and growth
- Achieving established dollar and unit retention targets by client and by product
- Creating and executing a territory strategy to proactively target at risk and or high value accounts to meet aggressive retention goals
- Research industry and territory trends to upsell or introduce Blackbaud products and services to the client
- Diligently maintaining renewals pipeline and activity records in corporate CRM
- Working with the Receivables team to ensure a high resolution of auto-renewed contracts
- Coordinating internal resources across departments to ensure the clients success, presenting the best client experience possible, and solidifying future growth of accounts.
Education
B.S - Organizational Communication, Marketing and Sales
Ohio University
Skills
- Expertise in Salesforce CRM
- Customer Success
- Account Management
- Interdepartmental Collaboration
- Risk Mitigation
- Client Relationship Management
- Cross-Channel Marketing
- Effective Customer Communication
- Partner Relationship Management
Professional History 2007-2013
- WCIV ABC News 4- Multimedia Account Executive, Charleston, SC, 11/2010 to 09/2013
- WCBD News 2- National Sales Coordinator, Charleston, SC, 04/2010-11/2010
- Huntington National Bank- Customer Service Representative, Toledo OH, 10/2008-12/2009
- American Red Cross- Sales Representative Intern, Athens, OH, 05/2007- 09/2007
Accomplishments
Ohio University's 2008 winner of the Pitch It and Win competition for using proper sales and marketing techniques.
Certification
Certified Customer Success Manager - Success Hacker, June 2020
Timeline
Client Success Manager
Pega Systems Inc,
03.2022 - 10.2023
Sr. Client Manager
NTT Communications, Global IP Network
11.2020 - 02.2022
Enterprise Customer Success Manager
Zenput
01.2020 - 10.2020
Enterprise Customer Success Manager
NTT Communications, Global IP Network
05.2018 - 12.2019
Sr. Customer Success Manager
Sage
09.2017 - 05.2018
Renewals/Migrations Specialist
Blackbaud
12.2013 - 09.2017
B.S - Organizational Communication, Marketing and Sales
Ohio University