Dorian Deschesne-Walsh
Summary
Experienced leader with over 17 years at New York Blood Center Enterprises (NYBCe), specializing in customer relations, CRM operations, and enterprise-wide strategic initiatives. Proven track record of transforming customer engagement processes through technology and innovative solutions, while leading cross-functional teams to foster excellence in service delivery. Adept at building and maintaining high-level partnerships, ensuring operational efficiency, and driving organizational growth in alignment with strategic goals.
Overview
19
19
years of professional experience
Work History
Director, Comprehensive Client Relations (CCR)
New York Blood Center Enterprises (NYBCe)
07.2023 - Current
- Lead a team of Regional Managers and Client Relations Managers across five national blood centers, enhancing service delivery and client engagement
- Spearhead the development and implementation of standardized client relations practices, ensuring exceptional customer service and optimized business processes
- Manage accounts responsible for generating over $180 million in annual revenue, ensuring long-term growth, retention, and satisfaction of key clients across the enterprise
- Collaborate extensively with Hospital Services to align goals and ensure smooth integration between service delivery and client relationship management, improving client satisfaction and operational efficiency
- Restructure the team, making necessary personnel changes to create a fresh start, improve team dynamics, and ensure alignment with the evolving strategic goals of the department
- Focus on revenue growth and market expansion, beyond existing contract management, identifying opportunities for new business development and fostering deeper client relationships
- Strengthen C-Suite relationships and corporate-community relations partnerships, driving customer satisfaction and business growth through strategic planning and high-level engagement
- Oversee data-driven initiatives that provide actionable insights for decision-making, optimizing client interactions and boosting departmental efficiency.
Manager, CRM Administration and Operations
New York Blood Center Enterprises (NYBCe)
01.2022 - 06.2023
- Managed the enterprise-wide Salesforce platform, overseeing a $350K annual budget and leading projects to enhance fundraising and operational capabilities
- Led a team of 1 FTE and 5+ contractors to improve customer revenue tracking and lead routing across all business units
- Ensured compliance with regulatory standards (PII, HIPAA) and facilitated seamless CRM integration projects
- Acted as the subject matter expert in CRM best practices, providing ongoing support to teams across the organization.
Administrator, CRM and Marketing Platforms
New York Blood Center Enterprises (NYBCe)
01.2018 - 01.2022
- Implemented Salesforce's Pardot platform to automate lead nurturing and streamline customer engagement processes
- Led the integration of Salesforce with Conga Contracts, working with cross-functional stakeholders to enhance contract management
- Launched innovative marketing initiatives, including the RediKit Sample Shipping Program, and represented NYBCe at industry conferences.
Customer Relations Manager, Hudson Valley/Bronx/CT Territory
New York Blood Center Enterprises (NYBCe)
01.2013 - 01.2018
- Managed relationships with key hospital clients, including facilitating the successful transition of services at WMC
- Played a key role in expanding NYBC’s reach into new markets, including the acquisition of the first Connecticut hospital customer.
Account Manager
01.2009 - 01.2013
- Developed and maintained strategic accounts to exceed blood collection targets across corporate, educational, and community-based groups
- Designed and implemented targeted outreach strategies, significantly improving donor engagement and retention.
Mobile Apheresis Recruiter (Per Diem)
01.2006 - 01.2009
- Led donor outreach initiatives and organized mobile blood drives, consistently meeting collection goals.
Education
Bachelor of Arts in Anthropology -
Barnard College, Columbia University
New York, NY05.2006
Associate Degree in Liberal Arts/Humanities -
Dutchess Community College
Poughkeepsie, NYSkills
- Executive Leadership & Team Development
- CRM Administration (Salesforce) & Process Optimization
- Strategic Client Relations & Partnership Building
- Enterprise-Level Digital Transformation
- Sales & Marketing Automation (Pardot, Conga)
- Contract Negotation and Management
- Budget & Financial Oversight
- C-Suite Engagement & Corporate Partnerships
Awards & Recognition
- 2023: NYBCe Spotlight Leadership Honoree
- 2020: NYBCe Spotlight Teamwork Honoree
- 2019: Panelist, NYN Nonprofit OpCon NYC - "Integrating Technology into Operations"
- 2019: Conga Connect NYC - "Advancing CLM Maturity"
- 2018: Moderator, NYN Nonprofit OpCon NYC - "Managing Relationships with Healthcare Systems"
Timeline
Director, Comprehensive Client Relations (CCR)
New York Blood Center Enterprises (NYBCe)
07.2023 - Current
Manager, CRM Administration and Operations
New York Blood Center Enterprises (NYBCe)
01.2022 - 06.2023
Administrator, CRM and Marketing Platforms
New York Blood Center Enterprises (NYBCe)
01.2018 - 01.2022
Customer Relations Manager, Hudson Valley/Bronx/CT Territory
New York Blood Center Enterprises (NYBCe)
01.2013 - 01.2018
Account Manager
01.2009 - 01.2013
Mobile Apheresis Recruiter (Per Diem)
01.2006 - 01.2009
Bachelor of Arts in Anthropology -
Barnard College, Columbia University
Associate Degree in Liberal Arts/Humanities -
Dutchess Community College