Mia Doran
Rocklin,CA
Summary
Dynamic and results-driven professional with a proven track record in nurturing client relationships, exceeding sales quotas, and spearheading cross-functional initiatives. Proficient in customer feedback collection, analysis, and leveraging success metrics/KPIs to drive business outcomes. Skilled in training delivery, product expertise, and fostering cross-functional collaboration.
Overview
5
5
years of professional experience
Work History
Senior Customer Success Manager - GES West
Cisco AppDynamics
10.2022 - Current
- Manage a $12.5M Book of Business across 10 enterprise customers, serving as the primary point-of-contact.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Developed data-driven action plans to improve customer outcomes and experiences.
- Led comprehensive training sessions, educating peers on product knowledge and success metrics, fostering a collaborative environment for cross-functional success.
- Drove internal development of standardized customer-facing content and an internal wiki for knowledge-sharing.
Customer Success Manager - GES West
Cisco AppDynamics
02.2022 - 10.2022
- Managing 10 Enterprise customers in AppDynamics across multiple industries, carrying $7.8M quota.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Utilized Key Performance indicators to drive adoption and success for customers.
- Actively engaging in cross-functional collaboration to optimize client success.
- Maintained 100% quota attainment based off of renewal ARR and KPIs.
Customer Success Specialist
Cisco AppDynamics
07.2021 - 02.2022
- Manage 15 commercial accounts across multiple industries. Attained 100% of quota during ramping and subsequent quarters. Quota consists of a health score and ARR renewal.
- Implemented methodologies for customer feedback collection, analysis, and subsequent action plans, leveraging product expertise to drive adoption across various industries.
- Boosted customer retention rates through proactive communication and building strong relationships.
Partner Development
SolarReviews
03.2021 - 06.2021
- Managed 11 existing customers during the ramping period while continuing to prospect new clients. Pacing to hit quota targets for Q2 prior to departing.
- Initiated cross-functional collaboration efforts, incorporating customer feedback into the partner development process to enhance relationships.
Partner Development Representative
SolarReviews (previously Wave Solar)
08.2020 - 03.2021
- Identified potential partners by researching industry trends and evaluating their alignment with company goals.
- Cold outreach to customer prospects in the United States.
- Facilitated successful onboarding of new partners, providing essential training and resources for seamless integration.
- 100% NCM from demos booked.
Recruiter/Recruiting Coordinator
Betts Recruiting
07.2019 - 02.2020
- Agency recruiting for SaaS Companies in the Bay Area for Account Executives.
Education
Bachelor of Science - Liberal Studies
California Polytechnic State University-San Luis Obispo
San Luis Obispo, CA06.2019
Skills
- Process improvement
- Salesforce proficiency
- Customer advocacy
- Conflict resolution
- Customer journey mapping
- Strategic planning
- Data-driven decision making
- Customer retention
- Training and development
- Performance metrics
- Stakeholder engagement
- Account growth
Foster for Hearts for Paws
Dog foster for euthanasia-listed dogs in Northern California.
Timeline
Senior Customer Success Manager - GES West
Cisco AppDynamics
10.2022 - Current
Customer Success Manager - GES West
Cisco AppDynamics
02.2022 - 10.2022
Customer Success Specialist
Cisco AppDynamics
07.2021 - 02.2022
Partner Development
SolarReviews
03.2021 - 06.2021
Partner Development Representative
SolarReviews (previously Wave Solar)
08.2020 - 03.2021
Recruiter/Recruiting Coordinator
Betts Recruiting
07.2019 - 02.2020
Bachelor of Science - Liberal Studies
California Polytechnic State University-San Luis Obispo
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