Diana Vacca
Ponte Vedra,FL
Summary
I'm an experienced Customer Success leader that builds high performing teams. I grow company revenue by prioritizing a world class customer experience and creating a culture of Customer Success organization wide. I'm passionate about uncovering the key problems that need solving both for the company and for customers. I cut through noise and prioritize for impact and results.
Overview
17
17
years of professional experience
Work History
Director of Customer Success
Newsela
New York, NY
03.2016 - Current
- Grew post sale team from 3 team members and $8M ARR to 30+ CSMs and $100M ARR
- Key stakeholder on Sales Leadership team that launched GTM Programs bringing the company over $50M ARR and completing a Series C Fundraise led by TCV
- Launched beta version of client goal capture and success criteria that led to the creation of our current CS Organization
- Deployed Interaction plans aligned to the Customer Journey to drive consistent customer product adoption
- Accurately forecast and consistently achieve regional renewal and expansion targets; Increased renewal rate by 10% from 2018-2021
- Accomplished coach with a passion for empowerment and a strong focus on coaching and career pathing
Head of Account Management
Peterson’s Interactive
Paramus, NJ
01.2012 - 03.2016
- Peterson’s Interactive is focused exclusively on partnering with colleges and graduate programs to provide comprehensive online advertising solutions that help schools meet their recruitment goals
- Directly manage Client Account Manager Team and Fulfillment Team with focus on training and talent development
- Develop and implement all retention and upsell strategies
- Observe client interactions and provide real time coaching to improve efficiency and exceed goals
- Personally manage and renew all executive level and agency clients; Developed new process for monitoring top tier clients
- Partner with Product Development Team to provide insight on trends in the industry and make appropriate recommendations for new services to meet clients’ needs
- Hired and trained fulfillment team to support sales team needs; Overhauled all processes to ensure they were clear, concise, efficient and most importantly all geared towards improving the overall client experience
Account Manager
11.2010 - 01.2012
- Consultative selling of digital marketing services to University Directors of Admission, Directors of Marketing and Deans/Chairs of graduate programs
- Identified opportunities for new business and pursue all leads
- Utilized Google Analytics to shape recommendations to new and existing clients
- SEO and Search engine marketing consultation
- Achieved highest new business sales in 2011 and consistently exceeded quarterly sales goals
Client Services Manager
Augeo Incent
New York, NY
10.2008 - 11.2010
- Developed and maintained effective relationships for the company’s largest accounts including Verizon Wireless, Webloyalty & Countrywide
- Primary point of communication for client; communicated all internal issues and solutions externally
- Focus on driving incremental sales; uncovered and coordinated all cross sell and up sell opportunities
- Managed incentive program implementation process including all requirements gathering, management of internal hours for product development and ensured on time delivery/product launch
- Worked to gain insight into the client's environment and culture with dialogue, interviews and site visits; utilized information to prepare discovery phase documentation and continually shape content requirements
- Guided the overall direction for Verizon’s incentive solution; provided recommendations and partnered with IT, Sales and Marketing to make improvements to existing processes and procedures
- Worked directly with retailers to establish partnerships for the Webloyalty program; negotiated approvals for retailer participation in marketing campaigns and premium logo placement on our websites
Financial Center Manager
Wachovia Bank, N.A
Rutherford, NJ
06.2005 - 10.2008
- Wachovia is a diversified financial services company providing banking, insurance, investments, mortgage and consumer finance solutions
- Accountable for the achievement of overall Financial Center service, Book of Business, and Financial Center goals, including operational efficiency and transaction performance
- Led a team of 10-15 employees to grow and retain customer relationships while ensuring the overall delivery of exceptional customer service
- Consistently ranked in the top 10% in region for customer service metrics measured by Gallup
- Facilitated staff meetings to introduce new sales strategies and provide training on execution
- Performed all Human Resource functions of branch including interviewing and hiring
- Promoted to manage a de novo center; led team to exceed year to date goals in loan production & small business loan production by 50-100% each quarter
Education
Bachelor of Science Business Administration - Finance
The College of New Jersey
Skills
- Problem Solving
- Customer Trend Analysis
- Relationship Building
- Sales Program Coordination
- Verbal and Written Communication
- Staff Training and Development
- Customer Portfolio Management
- Client Base Retention
- Change Management
- Employee Retention
- Customer Service
Affiliations
- Chairperson for Nelnet Interactive’s Leadership Advisory Council
- Wachovia @ Work Market Advocate and SWAT Team Member
- Wachovia Associate Program Advocate New Jersey
- Notary Public 2007 T
- Treasurer of Centex Westside Station Board
- Phi Beta Lambda Member
Timeline
Director of Customer Success
Newsela
03.2016 - Current
Head of Account Management
Peterson’s Interactive
01.2012 - 03.2016
Account Manager
11.2010 - 01.2012
Client Services Manager
Augeo Incent
10.2008 - 11.2010
Financial Center Manager
Wachovia Bank, N.A
06.2005 - 10.2008
Bachelor of Science Business Administration - Finance
The College of New Jersey
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