Donna Brower
Las Vegas,NV
Summary
Customer Success and Account Executive professional with 15+ years’ experience driving revenue growth, strengthening client retention, and overseeing multimillion-dollar portfolios in both SaaS and multi-unit operations. Proven expertise in expanding enterprise accounts, negotiating contracts, and leading cross-functional teams to deliver measurable outcomes. Skilled in SaaS onboarding, customer engagement, CRM management, and strategic portfolio growth.
Overview
16
16
years of professional experience
3
3
Certification
Work History
Business Development Manager
DTiQ Drive Thru Solutions
02.2024 - 06.2025
- Directed a $5M+ enterprise portfolio, leveraging Salesforce CRM to track performance, forecast revenue, and align growth strategies with client KPIs.
- Converted pilot Drive Thru Solutions program into long-term adoption, securing multi-year renewals and expansion.
- Negotiated contracts that optimized account value, achieving 95%+ retention across accounts.
- Led cross-functional account teams to deliver customized solutions, streamlining onboarding and operational efficiency.
- Applied data-driven insights to identify upsell opportunities, expand wallet share, and exceed quarterly pipeline forecasts.
- Conducted market analysis to identify new business opportunities and emerging trends.
- Developed strategic partnerships to enhance market presence and drive revenue growth.
- Led negotiations with key clients, ensuring favorable terms and long-term relationships.
- Managed key client accounts, ensuring satisfaction and retention through proactive communication.
Customer Success Manager
DTiQ Drive Thru Solutions
03.2022 - 02.2024
- Served as primary liaison for 275+ accounts valued at $5M+, driving customer success strategies that strengthened retention.
- Facilitated onboarding/training for 15+ new clients monthly, reducing time-to-value and increasing adoption of video intelligence/analytics platforms.
- Implemented proactive engagement strategies that reduced churn by 12% while maximizing customer lifetime value.
- Partnered with product/engineering to escalate issues, deliver customer insights, and influence platform enhancements.
- Resolved escalations promptly, sustaining satisfaction scores and earning three Hero Awards for impact.
- Analyzed customer data to identify trends and inform strategic decision-making processes.
- Conducted regular client check-ins to ensure alignment with their goals and expectations.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
Operations Consultant / Multi-Unit Manager
McDonald’s Corporation
09.2002 - 12.2018
- Directed operations for six locations generating $20M+ annually, ensuring consistent delivery of service excellence and compliance with brand standards.
- Oversaw 350+ employees via General Managers, driving performance management, training, and leadership development.
- Launched market initiatives including drive-thru enhancements and new product rollouts, aligning execution with corporate strategy.
- Analyzed financial metrics, implemented strategies to improve profitability, and maintained P&L performance above targets.
- Built and managed talent pipelines, strengthening organizational bench strength through recruitment and succession planning.
- Streamlined operational processes to enhance efficiency across multiple locations.
- Mentored General Managers on best practices in operations management.
Education
Coursework - Business Administration
Southwest Technical School
Skills
- Negotiations
- Customer service
- New business development
- CRM management
- Prospect targeting
- Team leadership
- Decision-making
- Relationship building and management
- Sales and marketing
- Team collaboration
- Account management
- Operations Management
- Verbal and written communication
- Growth mindset
- Product Demonstrations
- Data Analysis
Accomplishments
- Expanded a pilot enterprise account into a $5M+ recurring revenue program at DTiQ.
- Retained 95%+ of enterprise clients by implementing proactive customer success strategies.
- Reduced churn by 12% through data-driven engagement and lifecycle management.
- Directed operations for six units generating $20M+ annual revenue, overseeing 350+ employees.
- Earned three monthly Hero Awards for exceptional client impact at DTiQ.
Certification
- Certified Customer Success Manager (CCSM) – SuccessHacker
- Lean Six Sigma – Six Sigma Society
- McDonald’s Leadership Development – Hamburger University
- Operations Consultant Certification – Hamburger University
- Diversity, Equity & Inclusion Training – McDonald’s
Timeline
Business Development Manager
DTiQ Drive Thru Solutions
02.2024 - 06.2025
Customer Success Manager
DTiQ Drive Thru Solutions
03.2022 - 02.2024
Operations Consultant / Multi-Unit Manager
McDonald’s Corporation
09.2002 - 12.2018
Coursework - Business Administration
Southwest Technical School
Career Break
- 2019 – 2022
- Provided full-time care for a family member undergoing cancer treatment. During this time, completed certifications (CCSM, Lean Six Sigma) and engaged in professional development.