Heran N. David
Pasadena,CA
Summary
Customer Success professional skilled in managing client relationships, analyzing and presenting data to internal/external stakeholders, and embracing change to achieve operational excellence.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
Movate
03.2022 - 10.2024
- Analyze reports on engagement, performance of automation and customer feedback to identify areas for product improvement and translate customer pain points into action items
- Lead the customer onboarding process post-sale and maintain a trusted advisor relationship with 5 Fortune 500 accounts that make up over $15M of ARR
- Coordinate weekly, monthly and quarterly business reviews with clients and share reports highlighting KPI's such as CSAT and NPS
- Collaborate cross-functionally (with Solution Architects, Engineers, QA Analysts, etc) to make improvements to the product. This lead to acquisition of 2 new accounts ($3M ARR)
Portfolio Manager
WeWork
07.2017 - 03.2022
- Manage operational needs of 3 WeWork sites ($3-4M ARR) by collaborating with internal and external stakeholders who support administration of day-to-day functions.
- Directly manage 8 Customer Success Managers who focused on up-selling and retention of 3,800+ members. Delegated tasks and responsibilities aimed toward continued professional development and personal growth.
- Develop a go-to-market strategy for the new submarket, including development of a sales experience center, internal upgrade campaigns, and partnership with local vendors.
- Developed rebalancing strategies to minimize risk exposures.
Associate Community Manager
WeWork
04.2016 - 07.2017
- Overhaul WeWork's ethos of member experience through involvement in driving NPS initiatives resulting in >90% retention of members MoM for 3 consecutive quarters
- Plan and execute promotional activities to drive community engagement and increase occupancy numbers.
- Maintain knowledge on lease and renewal rates to advocate for appropriate changes.
- Reduce operating expenses WeWork 177 E Colorado by targeting high-spend categories which increased EBITDA by 20% QoQ.
Marketing Associate
TRI-AD Actuaries, Inc
01.2014 - 03.2016
- Develop client-specific custom collateral in support of TRI-AD's Benefits Services
- Plan and execute events and marketing initiatives to drive customer acquisition and retention
- Devise data visualization dashboards to make complex data more accessible to stakeholders.Analyze data to uncover insights and identify key opportunities to inform strategic decisions.
Education
Bachelor of Science - Business Administration
Cal Poly Pomona
Pomona, CA06.2013
Skills
- Account Management
- Data Analysis
- Project Management
- Relationship Building
- Strategic communications
- Process Optimization
Systems
- Medallia
- Looker
- Zendesk
- Salesforce
- Sharepoint
- Google Drive
- Microsoft Office
Timeline
Customer Success Manager
Movate
03.2022 - 10.2024
Portfolio Manager
WeWork
07.2017 - 03.2022
Associate Community Manager
WeWork
04.2016 - 07.2017
Marketing Associate
TRI-AD Actuaries, Inc
01.2014 - 03.2016
Bachelor of Science - Business Administration
Cal Poly Pomona
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