Erin Travers Ferraiuolo
CUSTOMER SUCCESS | SaaS | RENEWALS | OPERATIONS & PROCESS MANAGEMENT
Beaufort,SC
Summary
RENEWALS| SaaS| REVENUE OPERATIONS|PROCESS IMPROVEMENT Renewals Director with a solid track record of delivering double-digit growth with a global SaaS Market Research, Services, and Consulting Firm. Successfully established, staffed, and trained a team of Renewal managers responsible for servicing, retaining, and upselling clients with thousands of high-value Annual Recurring Revenue (ARR) contracts. Average contract retention exceeded 95% annually for ten consecutive years. Strong negotiator, trusted communicator, and an engaged business partner committed to developing transformative solutions. Invested in building long term relationships with colleagues and clients alike. Experienced process management consultant and strategist with a strong history of coaching teams, building departments, and committed to continuous process improvement.
Overview
21
21
years of professional experience
Work History
Director, Customer Success
CONSTRUCTION JOURNAL
Stuart, FL
01.2021 - Current
- Lead the Customer Success team with a focus on driving Annual Recurring Revenue for their leading SaaS platform Lead Manager
- Responsible for developing and executing strategy, process improvements while leading and developing the Customer Success Team
- Accountable for delivering measurable customer success metrics
- Meet and exceed Customer Success objectives, expectations, and company retention goals.
IRI, INFORMATION RESOURCES INC
Chicago, IL
01.2010 - 01.2019
- The leading global market research provider of enterprise market information solutions and services with a unique combination of real-time market content, advanced analytics, enterprise performance management software, and proprietary Liquid Data sold via subscription to the Consumer-Packaged Goods (CPG) industry
- Director, Renewals/Customer Success
- Reporting to Vice President, Global Retail Solutions, and hired to establish the Renewals function at IRI
- Responsible for developing the first company strategy to manage complex contract renewals to ensure a 96% retention rate for over 1000 global and domestic consumer products and OTC manufacturers
- Negotiated and delivered over $5 million in incremental revenue in the first 18 months on the job via rigorous assessment, negotiation, and client outreach
- Created an audit-proof process to ensure 100% accuracy of cost-share reporting with Global Retail partners
- Hired and trained a staff of four FTEs – including bilingual support - to manage the Global Retail Gateway Renewals Program generating over $200 million in annual revenue
- The primary Program grew 163% from $19 million in 2010 to over $50 million in 2019.
Vice President
BAILIWICK AGENCY
Morristown, NJ
01.2008 - 01.2010
- Reporting to the President/Owner and responsible for business development and account management as the Healthcare lead of this boutique full-service agency
- Accomplishments include:
- GS1 US (a global standards organization for both CPG and Healthcare Industries and Global UPC code provider) needed to create and communicate a more compelling brand proposition
- Launched new branding and positioning across the GS1 US organization
- Including product and service architecture, nomenclature, tagline development, and positioning to all audiences of this global standards membership organization.
Director of Communications
STRYKER ORTHOPAEDICS
Mahwah, NJ
01.2006 - 01.2007
- A division of Stryker Corporation, Stryker Orthopaedics products consist primarily of implants used in hip and knee joint replacements in addition to trauma and extremities surgeries
- Responsible for strategic development and implementation of global internal and external communications, branding, crisis management, public relations, intranet communications, and company-wide event management for the Orthopaedics division of Stryker Corporation
- Initiated crisis planning and lead crisis management communications across the company, averaging one high-profile crisis per month
- Directed and produced all primary company events, including National Sales meetings for 1,500 employees, Association meetings involving 15,000 Orthopaedic Surgeons, Tradeshows, and Global Quarterly Town Hall meetings.
Corporate & Marketing Communications Director|
Merck Medco
Franklin Lakes, NJ
01.1999 - 01.2006
- Reported to the VP of, charged with Improving the quality and efficiency of external client and member communications strategies
- Identified and delivered on the corporate goal of $3-5 million in savings opportunities across the company
- Advanced member communications strategies to optimize client mail order pharmacy campaign execution, retention, and penetration
- Designed and developed language and layout for all mail order and retail pharmacy communications, including CRM, ecommerce and direct marketing campaigns (conversion and retention)
- Developed and designed the first branded corporate brochure in the company's history
- Projects included a $1.3 million environmental branding campaign in a new automated pharmacy and a comprehensive award-winning name change plan
- SALES MANAGEMENT, Various locations
- Progressive Sales Management positions with premier CPG companies throughout the U.S
- Additional information will happily be provided upon request.
Education
Bachelor of Arts - Communication/Business
Michigan State University
East. Lansing, MI 05.2001 -
Skills
SKILLS & PROFICIENCIESundefined
Timeline
Director, Customer Success
CONSTRUCTION JOURNAL
01.2021 - Current
IRI, INFORMATION RESOURCES INC
01.2010 - 01.2019
Vice President
BAILIWICK AGENCY
01.2008 - 01.2010
Director of Communications
STRYKER ORTHOPAEDICS
01.2006 - 01.2007
Bachelor of Arts - Communication/Business
Michigan State University
05.2001 -
Corporate & Marketing Communications Director|
Merck Medco
01.1999 - 01.2006
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