David Ward
Customer Success Leader
Summerfield,FL
Summary
Strategic Director and Customer Success Leader known for growing customer ARR, high productivity and efficient task completion. Specialize in operational strategy, team leadership, and financial oversight. Excel in communication, problem-solving, and adaptability, ensuring effective team collaboration and project success.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Director, Customer Success Management - Global/North America
Pyramid Analytics
Tel Aviv
01.2020 - Current
- Effectively managed team of 7 CSMs to achieve 95% GRR and 115% NRR in 2021, 2022, 2023 respectively
- Managed $9 Million renewal pipeline, identified risks and generated action plans to ensure renewals
- Develop plan to achieve 30% upsell/cross-sell across account base for 2023
- Implemented Success Planning process and oversaw deployment of Customer Success Software (Gainsight) to effectively manage customers and achieved target NPS and CSAT scores
- Defined Customer Success pillars and Customer messaging to ensure alignment with company goals
- Created and implemented escalation process to ensure consistent customer communication and streamline support escalation efforts
- Developed and implemented Onboarding process including Sales/PreSales to Customer Success handover
- Ensured new customers were onboarded with a timeline and plan for success
- Managed the Analyst Survey process to ensure inclusion of Pyramid Analytics in Industry Analyst reports (Gartner, BARC, Dresner)
Strategic Customer Success Manager - Eastern Region US
Tableau Software
Seattle, WA
01.2014 - 01.2020
- Helped Define and launch Customer Success Program and drove growth from team of 3 to team of over 150 employees in 7 years
- Enabled Customer Success and Adoption of Tableau Software at Fortune 500 Companies including increase of 5,000 active users of Tableau Server at Comcast in a 1 month time frame and 20,000 over 2 years
- Managed maintenance renewals and consistently achieved 97% or higher on time maintenance renewal for assigned accounts annually for 6+ years
- Provided prescriptive advice and guidance for building Tableau Centers of Excellence resulting in Best in Class support for customers
- Managed Enterprise Accounts with Total Annual Recurring Revenue in excess of $10,000,000
- Created, Advised and Managed collaborative Customer Success Plans with each Enterprise customer to ensure they maximized the value of their investment in our software
- Key player in sales and enablement process leading to 1st ever Enterprise Licensing Agreement for Tableau and drove adoption to point where current ARR is in excess of $3,000,000
- Achieved Trusted Advisor status with Top Customers in the Eastern Region including Comcast, PNC, JPMorgan Chase, Morgan Stanley, GE, Verizon, Vanguard, American Express, Delta Airlines, Charter Communications, State Street, Pepsi and Coca-Cola
- Established customer capabilities assessment process with current customers which enables a data driven approach to Customer Success Planning and alignment of Tableau resources to drive adoption and success
- Managed cross functional collaboration and events for customers both internal and external to Tableau including Tableau Days, Tableau Doctor Sessions, Customer internal user groups and Tableau Learning Sessions
- Personally led and presented on numerous Tableau Enablement Days including hands on workshops, guidance in best practices and working with customer data
- Championed customer feature requests and aided in the development of Customer 360 process designed to provide continual updates for key customer initiatives and needs
Business & Education Solutions Sales Specialist
Keyboard Consultants, Inc.
Fairfield, NJ
01.2011 - 01.2014
- Managed Education Sales for 4 counties within NJ and established trusted relationships with Principals, Superintendents and the local Boards of Education
- Exceeded annual sales quota for 3 straight years (2011, 2012, 2013) selling SMART Technology interactive SMART Boards, Displays, projectors and software
- Developed key partnerships with senior contacts throughout assigned account base, identifying revenue opportunities and managing account team resources
- Added over 100 net new accounts in Education, Engineering, Manufacturing and Financial Services in past 12 months
- Engaged customers in conversations around strategic technology planning for meeting rooms, conference rooms and classrooms including definition of goals, needs for the future and metrics for success Managed installation of hardware and software products including training and continued relationship building
Computer Education Teacher
St. Thomas The Apostle School
Old Bridge, NJ
01.2009 - 01.2010
- Develop lesson plans for K-8 classes
- Educate students regarding computer hardware, software and internet applications
- Manage classroom activities and promote learning in a digital environment while preparing students for future success
- Implement and ensure safe, comfortable and enjoyable learning environment to ensure student learning and success
- Develop relationships across faculty to allow for integration of computer use in the classroom and student activities
Senior Strategic Relationship Manager - Sales /Customer Advocacy
SAP Business Objects
Edison, NJ
01.2001 - 01.2009
- Successfully managed named accounts to ensure customer project and software implementation success while helping to drive over $10 million in software and services revenue at Citi, JPMorgan, Omnicom, McGraw Hill and Fannie Mae in 2008
- Trusted Advisor for strategic customers including Citi, JPMorgan Chase, Bank of America, Fannie Mae, New York Life, Omnicom, McGraw Hill
- Managed customer expectations and provided best practices advice for Business Intelligence software implementations
- Supported the sales organization in closing large deals within key customer accounts (ROI Analysis, license expansion, identification of new opportunities)
- Engaged customers in conversations around strategic ERP, CRM and BI planning, goals, needs for the future and metrics for success
- Developed Loyalty Account Plans with customers to understand the customers' expectations and willingness to be a reference customer
Vice President - Technology Project Manager
Deutsche Bank
New York, NY
01.1992 - 01.2001
- Managed team of developers and the migration of 10 business line critical applications from legacy systems to web based reporting system based on Business Objects Enterprise, Crystal Reports, VB, ASP, HTML, SQL Server Meta Model, JavaScript, VBScript and Images
- Developed and implemented migration strategies to streamline the movement of web based applications between environments (Development, QA, UAT and Production)
- Oversaw production support of custom reporting solutions developed for more than 85 clients and based on Microsoft Excel, Microsoft Access, Visual Basic, VBA, SQL and Focus
- Managed Shared Services environment in support of 14 applications across 7 business lines
- Successfully managed group of 7 application integrators/developers
- Successfully implemented a support strategy for the benefit of maintaining open lines of communication between users of the web based reporting utility, infrastructure support team and development team
Staff Accountant
United Counties Trust Company
Cranford, NJ
01.1991 - 01.1992
- Produce financial reports, tax returns and perform General Ledger maintenance for bank subsidiaries as needed.
Education
B.S. - Business Administration - Accounting
Monmouth College
West Long Branch, NJSkills
- Staff Management
- Staff Development
- Project Management
- Contract Negotiation
- Business Development
- Hiring and Retention
- Team Management
- Budget Management
- Negotiation
- Cross-functional team leadership
- Information Technology Management
- Financial Reporting
- People Management
- Verbal and written communication
- Strategic Planning
- Issues Resolution
Certification
Pyramid Certified Level 1, Tableau Certified Professional, SMART Certified Sales Professional, Microsoft Excel and Developing Applications with VBA and Excel.
Accomplishments
Recipient of 2002 and 2007 President's Club Awards, Q2 2007 SRM of the Quarter, Q2 2016 Advocacy Manager, Exceptional Service Award Q3 2017
Languages
English
Full Professional
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Company CultureHealthcare benefitsWork from home optionPaid time off401k matchPaid sick leaveTeam Building / Company RetreatsQuote
Failure will happen at times. Failing quickly and moving on to a productive solution is a key element of success.
Software
Salesforce
Hubspot
Tableau
Pyramid Analytics
SQL
Microsoft Office
Interests
Walking
Concerts
Live Sports
Timeline
Director, Customer Success Management - Global/North America
Pyramid Analytics
01.2020 - Current
Strategic Customer Success Manager - Eastern Region US
Tableau Software
01.2014 - 01.2020
Business & Education Solutions Sales Specialist
Keyboard Consultants, Inc.
01.2011 - 01.2014
Computer Education Teacher
St. Thomas The Apostle School
01.2009 - 01.2010
Senior Strategic Relationship Manager - Sales /Customer Advocacy
SAP Business Objects
01.2001 - 01.2009
Vice President - Technology Project Manager
Deutsche Bank
01.1992 - 01.2001
Staff Accountant
United Counties Trust Company
01.1991 - 01.1992
B.S. - Business Administration - Accounting
Monmouth College
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