Danielle Somen
Canton,CT
Summary
Senior Director professional recognized for exceptional communication and delivery skills with a reputation for building strong relationships, achieving improved customer satisfaction and driving profitable results. Rapid career growth and top-revenue account assignments achieved as a result of internal and external customer feedback.
Overview
12
12
years of professional experience
Work History
Senior Director - Customer Success
Workhuman
01.2023 - Current
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
Director - Customer Success
Workhuman
01.2022 - 01.2023
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Assisted with sales and marketing strategies to foster achievement of revenue goals.
Senior Customer Success Manager
Workhuman
12.2014 - 01.2022
- Consistently deliver an outstanding customer experience for large Enterprise accounts across multiple industries, resulting in high NPS scores and sustained growth year over year
- Drive feature adoption across all customers to ensure they are maximizing their recognition programs to its fullest potential
- Proven ability to upsell
- Secured first beta client for Life Events product and launched Service Timelines at the same time, resulting in a 40% increase to the customer’s budget
- Addition of a Wellness Program to a Corporate customer, increasing their budget by 50%
- Sold Service Timelines & Retirement Awards to a long-standing Enterprise customer, increasing their budget by 20%
- Lead strategic conversations with customers around the ROI of social recognition, and the importance of properly funding their recognition programs
- Sales Club award recipient in 2018.
Delivery Services Manager
OnProcess Technology Inc.
06.2012 - 12.2014
- Responsible for understanding, analyzing and improving global service supply chain operations for multiple, Fortune 500 clients
- Direct accountability for client relationships, end to end program management, forecasting, analytics, reporting and client profitability
- Supervise, recruit, interview, onboard and train new hires
- Utilize Microsoft Access, Excel and PowerPoint to extract data, perform trend analysis and develop detailed presentations
Education
Bachelor of Science (B.S.) - Marketing
Bryant University
Smithfield, RI05.2012
Skills
- Executive Presence
- Selling & Influencing
- Relationship Building
- Analytics
- Communication
- Collaboration
- Project Management
- Problem Solving
- Coaching & Mentoring
Career Accomplishments
- Client Retention – Improved operating quality, established credibility and trust with multiple clients securing retention and renewed growth for strategic accounts.
- Increased Profitability - Led a strategic initiative to re-engineer the business processes and application platform for a flagship client, decreasing costs (15%), increasing volume demand (50%) and increasing profitability (200%).
- Leadership Recognition – Consistently recognized for excellence through feedback from clients, managers and senior executives resulting in accelerated role promotion, account assignments and client visibility/accountability.
Timeline
Senior Director - Customer Success
Workhuman
01.2023 - Current
Director - Customer Success
Workhuman
01.2022 - 01.2023
Senior Customer Success Manager
Workhuman
12.2014 - 01.2022
Delivery Services Manager
OnProcess Technology Inc.
06.2012 - 12.2014
Bachelor of Science (B.S.) - Marketing
Bryant University