Dave Rocha
Davis,CA
Summary
A people first mindset allows me an opportunity to optimize customer journeys and in turn deliver exceptional results to all internal & external stakeholders involved.
Overview
9
9
years of professional experience
Work History
Director of Customer Success
Treez
02.2021 - Current
- Assisted org. in scaling from $4M ARR to 18M ARR in 2 years helping Treez become one of only 91 software companies named to be named Inc. 5000 list of the nation's fastest-growing private companies 2 years in a row.
- Achieved 115% - 120% NRR & 88% client retention
- Role encompasses driving revenue expansion, retention, activation across core POS, e-Commerce, data API, inventory management, payments, partner integrations, & analytics in new, & growth markets.
- Recruiting, employee onboarding, & delivering on client objective tracking, support enablement, & AI self-service projects (Chat GPT & Community).
- Built, led & managed up to 12 direct reports and 30 indirect reports
CS Lead
Treez
10.2019 - 02.2021
- Developed national post sales customer journey, minimizing time to value and time to revenue recognition by 60 days
- Worked in multiple roles between support, onboarding, & customer success to develop customer journey & define profitable segmentation
- Modeled capacity to optimize resource allocation and doubled output without increasing headcount
Growth Operations & Customer Success
Consulting
04.2018 - 10.2019
- Worked with several venture-backed startups to scale support operations, revenue retention, & digital marketing
- Diagnosed objectives, provided advice, and in turn delivered solutions, strategic planning, business modeling, & IT changes to optimize resources & output
Director of Customer Success
Mykaarma
03.2015 - 04.2018
- Increased monthly CSAT from 95.3% to 99.1% in 7 months
- Decreased time to revenue recognition by 56 days over a period of 6 months
- Directly managed 12 reports between Support & Revenue retention teams.
Education
BBA Entrepreneurship -
CSU Chico
Chico, CA01.2013
Skills
- Project Management
- POS Systems
- Customer Service
- Data Modeling
- SQL
- Data Analysis
- Resource Management
- Performance Improvement
- Ecommerce Expert
- Strategic Business Initiatives
- Chat GPT
- B2B
- Journey Mapping
- Leadership
- Recruiting
- Budgeting
- Salesforce
- Forecasting
- KPI Management
Websites
linkedin.com/in/daverocha
Interests
- National Parks
- Pickles
- BBQ
- Gardening
- Cycling
- Swimming
- International Travel
- Cooking
- Athletics
- Business Entrepreneurship
- Portugal
Timeline
Director of Customer Success
Treez
02.2021 - Current
CS Lead
Treez
10.2019 - 02.2021
Growth Operations & Customer Success
Consulting
04.2018 - 10.2019
Director of Customer Success
Mykaarma
03.2015 - 04.2018
BBA Entrepreneurship -
CSU Chico
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