Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Erik Rozynes

Boca Raton,United States

Summary

Results-driven leader with a proven track record of streamlining operations and enhancing cross-functional efficiency to drive sustainable growth. Skilled in optimizing workflows, improving data accuracy, and implementing automated solutions to reduce complexity and improve decision-making. Adept at aligning teams across sales, marketing, finance, and customer success to ensure seamless collaboration and operational alignment with business goals. Passionate about transforming processes to accelerate time-to-value, eliminate inefficiencies, and deliver measurable business outcomes that enhance both customer and organizational success.

Overview

12
12
years of professional experience

Work History

Director of Sales and Revenue Operations

Cloud Coach
01.2024 - Current
  • Drive strategic growth and operational excellence by leveraging data-driven insights and implementing innovative sales processes
  • Responsible for revenue optimization initiatives, enhanced go-to-market strategies, and equipping teams with the tools and resources necessary for success
  • Focused on aligning sales, marketing, and customer success functions to foster seamless collaboration, elevate client satisfaction, and deliver sustainable revenue growth
  • Specialized in using analytics to guide decision-making and implementing scalable solutions for complex business challenges
  • Key areas of expertise: Sales performance management, Pipeline development and forecasting, Data visualization and reporting, Sales enablement and training programs, Incentive and compensation design, Territory and quota planning, Customer segmentation and targeting, Technology stack evaluation and implementation, Business process redesign, Change management, Market analysis and competitive intelligence, Partner relationship management

Head of CS Operational Excellence

ModMed
01.2022 - 06.2023
  • Defined and executed operational strategies aligning Customer Success (CS) goals with business objectives, driving efficiency and improving outcomes
  • Led cross-functional collaboration between CS, Sales, and Product teams, ensuring seamless processes that supported revenue growth
  • Set and exceeded performance benchmarks, enhancing customer satisfaction, retention, and revenue generation
  • Optimized onboarding, adoption, and renewal workflows, reducing time-to-value (TTV) by 30% and accelerating revenue realization
  • Eliminated bottlenecks, increasing team productivity by 20%, and scaled operations for a growing customer base
  • Streamlined processes and leveraged data-driven insights to save 500+ hours annually, enhance team efficiency, and improve revenue forecasting accuracy
  • Developed training programs that empowered the CS team to drive engagement, cross-sell/upsell, and support revenue growth
  • Led quarterly business reviews (QBRs) to align CS efforts with revenue targets and foster transparency
  • Cultivated a knowledge-sharing culture, boosting team collaboration by 25% and improving revenue operations execution
  • Implemented dashboards for real-time customer health insights, enabling proactive risk management and supporting retention efforts
  • Leveraged customer data to reduce churn by 25%, increasing customer lifetime value (CLTV)
  • Transformed feedback into insights that informed product improvements, driving satisfaction and revenue
  • Redesigned customer interaction frameworks to build stronger relationships and align experiences with customer needs
  • Deployed at-risk account playbooks, improving retention by 15%, stabilizing revenue
  • Collaborated with Product to prioritize customer feedback, creating new upsell and cross-sell opportunities

Senior Manager Program Management Office

02.2019 - 01.2022
  • As Head of PMO for Customer Success, led the strategy and execution of initiatives to drive customer satisfaction, retention, and business growth, ensuring alignment with company objectives and operational efficiency
  • Developed and executed strategies aligned with business goals, driving 15% improvement in retention and 20% increase in lifetime value through targeted programs
  • Led onboarding, renewals, and upsell initiatives, reducing time-to-value by 25% and increasing upsell revenue by 18%
  • Acted as the liaison between customer success, sales, marketing, and product teams, reducing churn by 30% through the integration of customer feedback into product roadmaps
  • Established reporting frameworks for KPIs, improving team productivity by 20% and increasing NPS by 10 points through data insights and continuous feedback
  • Led and developed a high-performing team, increasing engagement by 15% and reducing turnover by 10% through coaching and development programs
  • Directed the implementation of customer success tools, improving team efficiency by 30% and response times by 20%
  • Led the adoption of new tools and processes, improving collaboration and satisfaction, resulting in a 25% increase in renewal rates

Sr. Data Services Operations Manager

10.2018 - 12.2019
  • Led a high-performing team responsible for ensuring the successful delivery of client projects
  • Managed the technical services for data conversions, API integrations, and HL7 configurations, but my core focus was on optimizing team performance, driving operational excellence, and maintaining strong client relationships to ensure project success
  • Led a diverse team of data engineers and technical specialists, fostering a culture of collaboration, continuous learning, and accountability
  • Focused on streamlining workflows, enhancing communication, and improving project delivery processes
  • Collaborated closely with clients to understand their needs, ensuring the seamless delivery of solutions and high customer satisfaction
  • Worked alongside product, engineering, and support teams to ensure smooth coordination and successful project outcomes
  • Led the adoption of new tools and processes, helping the team adapt quickly to changes while maintaining high standards of delivery

Manager of Onboarding Services

08.2017 - 10.2018
  • Led the onboarding process for new clients, ensuring a seamless and efficient transition from sales to customer success
  • Managed the end-to-end onboarding process, overseeing client training, system configuration, and implementation
  • Led a team of onboarding specialists, providing coaching, training, and support to ensure high levels of engagement and performance
  • Worked closely with clients to understand their goals and ensure they received the full value from our products and services
  • Identified areas for improvement in the onboarding process and implemented new tools and strategies that enhanced the customer experience
  • Collaborated with sales, product, and support teams to ensure clients' needs were met during the onboarding phase

Operations Manager

Special Care Providers
02.2015 - 07.2017
  • Responsible for overseeing day-to-day operations, driving process improvements, and ensuring the delivery of high-quality care services to clients
  • Oversaw the daily operations of the organization, ensuring the smooth delivery of services and adherence to regulatory requirements
  • Managed a diverse team of care providers and administrative staff, driving performance through coaching, mentorship, and skill development
  • Ensured compliance with healthcare regulations and internal quality standards, conducting regular audits and staff reviews
  • Worked closely with clients and their families to ensure satisfaction with services and resolve any concerns
  • Identified opportunities for process improvements across operational workflows, including scheduling, reporting, and client management

Administrative Manager

01.2013 - 02.2015
  • Responsible for overseeing the administrative functions of the organization, ensuring efficient office operations, and supporting leadership and staff to maintain a productive work environment
  • Managed day-to-day office operations, including facilities, supplies, and vendor relationships
  • Supervised a team of administrative staff, providing guidance and support to ensure efficiency and alignment with organizational goals
  • Identified opportunities to streamline administrative workflows, reducing administrative overhead by 25% and improving response times for internal requests
  • Assisted with budgeting and financial tracking for administrative functions, successfully managing costs to stay within budget while maintaining operational effectiveness
  • Coordinated with different departments to support organizational initiatives, ensuring smooth communication and efficient project execution

Education

Master of Business Administration (MBA) - Business Administration, Management and Operations

H. Wayne Huizenga School of Business & Entrepreneurship
01.2013

Bachelor of Science - BS - Business Administration, Management and Operations

Nova Southeastern University
01.2011

Skills

  • Revenue Growth Strategies
  • Cross-Functional Leadership
  • Operational efficiency
  • Strategic planning
  • Data-Driven Decision Making
  • Sales & CS Enablement

Timeline

Director of Sales and Revenue Operations

Cloud Coach
01.2024 - Current

Head of CS Operational Excellence

ModMed
01.2022 - 06.2023

Senior Manager Program Management Office

02.2019 - 01.2022

Sr. Data Services Operations Manager

10.2018 - 12.2019

Manager of Onboarding Services

08.2017 - 10.2018

Operations Manager

Special Care Providers
02.2015 - 07.2017

Administrative Manager

01.2013 - 02.2015

Bachelor of Science - BS - Business Administration, Management and Operations

Nova Southeastern University

Master of Business Administration (MBA) - Business Administration, Management and Operations

H. Wayne Huizenga School of Business & Entrepreneurship

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Erik Rozynes