Elisette Davila
Santa Paula
Summary
Dynamic Senior Director of Customer Success at Alert Communications, adept at driving client retention and revenue growth through strategic planning and cross-functional collaboration. Expert in data analysis and leadership, I successfully increased account value while fostering team development and enhancing client satisfaction. Proven track record in optimizing processes and delivering exceptional results.
Overview
17
17
years of professional experience
Work History
Senior Director of Account Management
Alert Communications / Nexa
Camarillo
03.2009 - Current
- Customer Success & Retention
- Directed customer success initiatives for legal clients, increasing client retention and driving account growth.
- Built and led teams of Customer Success Managers and Strategic Account Managers overseeing a book of business valued at $24.3M annually.
- Developed client-facing reports highlighting performance metrics and service usage to reinforce ROI.
- Resolved escalated customer issues with high-profile clients, protecting relationships and ensuring long-term engagement.
- Implemented proactive strategies based on data and usage patterns to reduce churn and boost client satisfaction.
- Leadership & Team Development
- Recruited, trained, and mentored employees; fostered career development and positive engagement.
- Collaborated with executive leadership to implement continuous improvement processes, exceeding performance goals.
- Acted as a liaison across sales, marketing, operations, and product teams to ensure customer needs shaped enhancements and strategy.
- Sales & Revenue Growth
- Partnered with sales teams to onboard new clients and conduct comprehensive needs assessments.
- Drove upsell and cross-sell opportunities, supporting revenue expansion.
- Analyzed data to identify performance trends and create solutions that improved sales and client outcomes.
- Delivered subject matter expertise to clients, ensuring they maximized value from services.
Education
Associate of Arts - General Studies
Ventura College
Ventura, CA05.2007
Skills
- Customer relationship management
- Strategic planning and process optimization
- Client retention and upselling
- Cross-functional collaboration
- Leadership and team development
- Change management and innovation
- Critical thinking and data analysis
- Written and verbal communication
Accomplishments
- In my tenure with the company, I held many positions:
- Supervisor
- Training Manager
- Outbound Operations Manager
- Customer Success Manager
- Cusomer Success Director
- Sr Customer Success Director
- Sr Director of Account Management for Nexa and Alert Communications
Timeline
Senior Director of Account Management
Alert Communications / Nexa
03.2009 - Current
Associate of Arts - General Studies
Ventura College