LA DELL PETON
Brooklyn,NY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
Work History
Manager
Vendr
04.2023 - Current
- Part of the Vendr leadership team managing 7 CSMs in the US
- Owned a book of 100+ customers representing just under 25% of the customer base ($4.8M ARR)
- Key driver to creating and rolling out a revised client engagement model to shift the business from being services driven to product led
- Inherited a retention rate forecasting at below 35% with a company average of 40% and improved logo retention by 34.5% within my first 6 months
- Revamped processes for onboarding, customer engagement and QBRs
- Supported the executive team with creating customer segmentation to establish different SKUs and service levels
- Owned changes, improvements and enhancements for a number of features alongside product managers based on customer feedback
- Customer Success leadership stakeholder responsible for owning the internal relationship with sales & partnerships. The key focus was enablement, driving revenue and creating a more unified message on our product and service capabilities
- Maintained professional demeanor by staying calm when addressing a largely unhappy customer base
Global Head of Customer Success
TRIBE
07.2021 - 12.2022
- Expanded Customer Success team from 5 to 14 across US, Europe and APAC
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Revamped processes for onboarding, customer engagement and QBRs
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Involved with internal and external go to market surrounding product and strategic initiatives
- Helped improve global ACV by 2X in less than 1 year with the US reaching over 4.5X ACV compared to the historical average
- Established appropriate customer segmentation and support levels
- Responsible for over 1,000 customers globally across pay per use and subscription
- Monthly board level interactions for CS updates and other key initiatives
- Key stakeholder in reshaping our messaging framework and core value prop
- Assisted US Head of Sales with record deals including and not limited to Mars Petcare, Kraft Heinz, COTY, BWS
- Worked with our sales leaders to refine our strategy around selling our platform as a white-label
- Created a tangible enterprise offering: Helped go from a pipeline of 0 enterprise conversations to a pipeline of over 50 qualified opportunities globally in less than 6 months representing close to $20M (ARR + transaction revenue). Through this process TRIBE signed it's firs enterprise subscription ever
- Conducted training and mentored team members to promote productivity, accuracy and commitment to customer centricity
- Created customer support strategy to increase customer retention
Head of Customer Success
PowerInbox
06.2020 - 07.2021
- Managed a 15 person team with 4 direct reports across Operations, Client Success, Support and Business Intelligence
- Created processes for onboarding, customer engagement and QBRs
- Created a customer segmentation strategy to streamline the focus of the customer success and operations organizations
- Worked with with key stakeholders to migrate and onboard to Hubspot CRM
- Helped exceed company revenue targets in my first two full quarters by assisting sales win a number of advertisers I worked with previously. These deals represent roughly 350K in revenue per quarter with the most notable deal coming from Fox News
- Managed $62 million dollars in revenue across advertisers and publishers
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics
- Created and maintained comprehensive customer success documentation for internal and external use
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Defined clear targets and objectives and communicated to other team members
- Established performance goals for employees and provided feedback on methods for reaching those milestones
Sr. Customer Success Manager
Appsflyer
02.2020 - 07.2020
- Subject matter expert for financial services and Over-the-top (OTT) apps internally
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Utilized customer feedback to inform changes and improvements to customer success plans
- Collaborated with sales and product teams to address customer success objectives
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
Customer Success Manager
Appsflyer
04.2017 - 02.2020
- Responsible for onboarding, renewal, upsells and troubleshooting for Enterprise clients including and not limited to Kohl's, US Bank, Fox, Lionsgate, MGM, Atari & Dow Jones
- Helped create process for CSM touch points, EBRs and Agencies
- Served as a resource for sales to help close enterprise prospects
- Managed the most accounts in the US for 2 years and the highest ARR ($2.4M)
- My peak ARR was largely fueled by account growth and expansion not based on account assignment
- Q1 2019 drove 20% of US revenue based on 6 closed upsells (650K); the next closest CSM was 320K
Education
Bachelor of Arts Political - Science Political Science
Dickinson College
Carlisle, PA2009
Skills
- Brand Management
- Crisis Management
- Story Pitching
- Interdepartmental Collaboration
- Client Service Optimization
- Renewal Opportunities
- Customer Service
- Consultative Selling Techniques
- Customer Retention
- Corrective Action Planning
- Mentoring
- Customer Needs Assessment
Timeline
Manager
Vendr
04.2023 - Current
Global Head of Customer Success
TRIBE
07.2021 - 12.2022
Head of Customer Success
PowerInbox
06.2020 - 07.2021
Sr. Customer Success Manager
Appsflyer
02.2020 - 07.2020
Customer Success Manager
Appsflyer
04.2017 - 02.2020
Bachelor of Arts Political - Science Political Science
Dickinson College
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