Danny Strother
Kansas City,KS
Summary
Customer Success Manager Experienced CS advocate with 5+ years SaaS, teamwork, client success, and communications experience. Led strategic customer onboarding and software implementation, achieving MRR activation goals and mitigating churn in 1-2 months. Partnered with Sales, Customer Success, and internal teams to provide best practices and solutions to maximize adoption. Knowledgeable Implementation Manager with more than 5 years of experience driving critical technology planning and deployment. Researched approach to assessing installation, maintenance and troubleshooting barriers to determine corrective action. Comprehensive resource for managing implementations throughout lifecycle. Extensive oversight for documentation to streamline setup and preservation processes.
Overview
8
8
years of professional experience
Work History
Client Care Specialist
AutoAlert
05.2023 - Current
- Explained available products and services, demonstrated features and used persuasive communication strategies to redirect concerns.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Answered customer questions via telephone, email and live chat services.
- Interacted with team members across departments to research and resolve customer issues.
- Provided friendly greeting to visitors and gave knowledgeable and authoritative responses.
Strategic Implementation Manager
Stack Overflow
05.2022 - 03.2023
- Led & managed enterprise customer's onboarding and software implementation, customizing their experience to maximize adoption.
- Act as voice of the customer during implementation, providing feedback and recommendations for product and process improvements.
- Partnered with Sales & Customer Success to translate customer's' needs into solutions.
- Provided expert training in best practices and consulting to Stack's largest customer's, customizing training content to individual customer needs.
- Quickly identified challenges, such as software integration issues, knowledge gaps, or lack of team engagement, and proposed solutions to keep implementation timeline on track.
- Researched and resolved barriers to successful system functionality, improving support and issue resolution.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
Implementation Manager
AutoAlert
05.2021 - 05.2022
- Responsible for driving the project's timeline and creating value in the AutoAlert platform through counsel, product expertise, and a deep understanding of the customer's business
- Lead the onboarding experience by assessing customer needs and customizing the onboarding and training experience
- Quickly identified, reported, and troubleshot challenges that may result in delay of launch or an unsuccessful launch
- Partner with Account Managers, Data Science team, Product, Customer Support to improve offerings.
- Led technology roadmapping, conducting research, development and installation according to deployment specifications.
- Collaborated with team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
Auto Alert • Remote
06.2019 - 05.2022
- AutoAlert is the automotive industry's leading data mining and lead generation platform offering SaaS to over 2,800 dealerships across North America.
Customer Success Training Specialist
AutoAlert
01.2020 - 05.2021
- Deliver engaging, relevant, and up to date material in a virtual environment to both external & internal stakeholders, such as new and existing customer's, Account Managers, and customer support
- Focused on solving customer pain points to drive adoption of AutoAlert suite of products
- Creating & updating training material for customer's and internal stakeholders to utilize.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
Ford National Account Manager
AutoAlert
06.2019 - 01.2020
- Responsible for maintaining a positive relationship with Ford dealerships and worked closely with internal teams to provide the best customer experience
- Facilitate monthly customer review meetings to discuss trends, recommend new products, identify areas of opportunity, and proactively address problems to achieve MRR goals and mitigate churn.
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
Store Manager
Bridgestone Retail Operations LLC.
06.2015 - 06.2019
- Managed retail store location and ensured tire unit sales, automobile service sales, customer retention, and overall profit opportunities are maximized
- Responsible for leading, coaching, and performance management for 15-25 direct reports (technicians and sales managers) .
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Approved regular payroll submissions for employees.
Education
Associates of Business Administration - Business
Columbia College
ColumbiaSkills
- Relationship Building, Clear Communication, Giving Feedback, Commitment, Leadership
- Coaching Process, Effective Project Management, Software Implementation, Performance
- Management, Process Improvement, System Integration, Customer Experience, Customer
- Retention, Project Management, Customer Education, Product Expertise, Customer Success
- Delivering Results, Microsoft 365, Customer Surveys, Customer Needs, Data Science, Trello, Slack
- Software, Software as a Service, Salesforce, Training Material Development
- Process Improvement Initiatives
- Project Records
- Strategy Implementation
- Timely Project Completion
- Best Practices and Methodologies
- Client Satisfaction
Timeline
Client Care Specialist
AutoAlert
05.2023 - Current
Strategic Implementation Manager
Stack Overflow
05.2022 - 03.2023
Implementation Manager
AutoAlert
05.2021 - 05.2022
Customer Success Training Specialist
AutoAlert
01.2020 - 05.2021
Auto Alert • Remote
06.2019 - 05.2022
Ford National Account Manager
AutoAlert
06.2019 - 01.2020
Store Manager
Bridgestone Retail Operations LLC.
06.2015 - 06.2019
Associates of Business Administration - Business
Columbia College
Similar Profiles
Donna StearnsDonna Stearns
Key Account Manager at AutoAlertKey Account Manager at AutoAlert
Thomas WaltersThomas Walters
Sales Engineer at AutoAlertSales Engineer at AutoAlert
Monserrat CarrilloMonserrat Carrillo
Assistant Property Manager at First Management IncAssistant Property Manager at First Management Inc