Paul Cofini

• Successfully managed a $6M portfolio of tier 1 banks and achieved a 100% renewal rate by driving customer satisfaction and retention through strategic relationship management and proactive support.
• Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
• Collaborated with cross-functional teams to develop innovative, client-centric strategies and drive business growth.
• Coordinated training sessions for clients on new product features, enhancing user adoption rates and overall satisfaction levels.
• Resolved escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process.
• Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.

18 years of combined experience in Customer Success and Product Management excelling in both individual contributor and leadership role

Customer Success - Vice President

• Led a global team of 8 Customer Success Managers and oversaw $30M in annual revenue for tier 1 banks and life sciences companies. Focus was on client engagement and risk mitigation to ensure business growth and success.
• Achieved a 90% client satisfaction rate by designing and implementing a client engagement framework.
• Launched client scorecard to identify renewal risk, prioritize product feedback and quantify improvement opportunities.

Product Management - Life Sciences

• Led the product design and roadmap for a $10M business segment, driving innovation and aligning product development with market needs.
• Guided short and long-term product objectives that impacted revenues and business growth.
• Products enabled companies to reduce average start-up cycle time by up to 50%, reduced costs by $36K by eliminating need for overnight mail and reduced manual site labor by 80%.
• Product and solution used by top 15/20 pharmaceutical companies, top 6/10 biotech companies, top 3/5 Clinical Research Organizations, 17 institutional review boards, and 60K investigative sites.
• Products used for Clinical Trial document distribution and collection use cases including Site Feasibility, Site Startup, Ongoing Study Communications, Site Safety Letter Distribution, eTMF, and more.
• Worked collaboratively with developers, senior-level stakeholders and partners to collect data on deficiencies and provide solutions to long-standing issues.