Summary
Work History
Education
Skills
Timeline
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Rachael Dorin

Rachael Dorin

Summary

Results-driven customer success leader with a proven track record of managing teams to achieve productivity and efficiency in task completion. Skilled in strategic planning, customer relationship management, and process optimization to enhance customer success outcomes. Excel at communication, leadership, and problem-solving, ensuring seamless operations and high customer satisfaction levels. Committed to leveraging these skills to drive growth and foster strong client relationships.

Work History

Director of Customer Success

Branch.io
10.2021 - 01.2023
  • Delivered 91% NRR and GRR of 105% consistently over the last 4 quarters with our most recent NPS score coming in at a 41.77, which was a 61% increase over Q2
  • Led a team of 5, aligned up to 200 accounts (12M ACV), while advising them through contract negotiations, upsells, and cross selling opportunities
  • Designed and implemented the customer care program for the essential tier (accounts under 60K in ACV), which allowed the essentials team to manage accounts at scale (1 associate per 50 accounts) for the first time
  • Rolled out the CSA program to the entire Branch GTM team and the North American market in March 2022
  • Oversaw the execution of quarterly business reviews, executive business reviews, and product roadmap discussions via Gainsight for the commercial and essential tiers
  • Vetted all new business deals up to 90K within Salesforce to ensure that deals were set up for success
  • Co-led an effort with sales to streamline the motions around upselling between AEs and CS
  • Managed all contract negotiation escalations for the commercial and essential tiers
  • Created and oversaw the essential tier dashboard, outlining various indicators of account health as well as the overall assessment of additional revenue that could be closed within the next 4 quarters
  • Managed the sales pipeline for all active Commercial and Essential North American accounts

Director of Podcast Strategy and Development

Dax
02.2021 - 10.2021
  • Vetted new potential podcast and ad tech partners with the intention of these partnerships facilitating 100% growth this year in order to hit $2.4 M in podcast sales in the North American market for FY 2021
  • Developed the sales strategy, marketing collateral, and business development efforts for the DAX Podcast Network
  • Partnered with podcast networks as well as independent podcasters such on strategy, collateral creation, and agency RFP responses
  • Collaborated with DAX's sellers to brainstorm on RFPs from over 100 agency partners and over 400 brands
  • Created revenue models for new potential podcasts from various producers, creators, and networks
  • Created launch packages for new podcast releases for sellers to take to our agency partners
  • Managed the contract process (redlining, drafts) for all podcast supply side partnerships
  • Worked with the podcast operations team regarding on ongoing campaign strategy and management to ensure the successful execution of all host read podcast campaigns

Senior Strategic Customer Success Manager

Branch.io
03.2020 - 02.2021
  • Managed and upsold on the company's largest enterprise accounts including Apple, Twitch, Twitter, and Adobe accounting for $5.6 M in annual revenue.
  • This is double the revenue that was managed by the other Branch CSMs between 2020 - 2022
  • Demonstrated how marketing teams and mobile app developers could utilize Branch in a variety of ways through trainings, demos, and strategy sessions.
  • Served as customer advocate internally by effectively collaborating with cross-functional teams including product, business development, sales, marketing, and engineering
  • Hosted quarterly business reviews with key stakeholders on all my accounts discussing key wins or losses, milestones hit, industry best practices, the product roadmap, suggestions on improvement on the utilization of the Branch product suite
  • Managed a sales pipeline around renewals, upsell, and cross sell opportunities for my book of business within Salesforce

Director of Strategic Partnerships

Adswizz (a Sirius XM company)
01.2018 - 01.2020
  • Created and maintained sales partner pipelines for both PodWave and AdWave marketplaces within the Adswizz DSP
  • Led contract negotiations for new and existing sales partners; contracts relating to minimum sales guarantees and the utilization of the Adswizz product suite
  • Managed the renewal process with our existing sales partners, which accounted for $28 million in revenue for 2019
  • Relayed the needs of our partners and their customers and advocate on their behalf to our internal product teams
  • Conducted training for all North American sales partners as new features and products are released
  • Collaborated with the marketing team on all sales collateral promoting both AdWave and PodWave marketplaces

Director of Partner Success

Appnext
10.2016 - 12.2017
  • Provided pre and post-sale support for strategic advertisers focused on brand and agency spend in the mobile user acquisition space
  • Focused on hitting quarterly revenue targets for 30 high profile advertiser accounts including DoorDash, Hulu, and Stubhub utilizing various cross selling and upselling techniques
  • Responsible for solidifying Appnext's position in the NA market with mobile publishers such as Uber and Hulu
  • Hired, trained, and scaled the US-based account management team supporting both supply & demand side efforts
  • Appnext left the US market early in 2019 due to a lack of competitive viability

Director of Publisher Services

AOL/Verizon
03.2016 - 08.2016
  • Hired, trained, and built out the first mobile publisher client services team for AOL on the West Coast focusing on the roll out of the new self-service One Mobile SSP platform
  • Integrated (via API, JavaScript, or SDK), deployed, and managed key publisher clients utilizing both the One Mobile platform (Exchange) and the legacy Millennial network.
  • Introduced new products and opportunities to publishers in order to drive revenue growth

Director of Account Management/Client Services

Amobee (formerly Kontera Technologies prior to 9/2014 acquisition)
11.2013 - 06.2015
  • Led the East coast AMs, which included 7 ICs overseeing on average 5 million dollars of revenue each month
  • Onboarded all new and high growth potential clients in the East region during this time frame
  • Onboarding included providing demos and training sessions on the Kontera/Amobee Marketing Platform
  • Managed the national CS team pre-merger, which included pre-sales and account management teams
  • Supervised the campaign launch process including client kick off calls and strategy recommendation
  • Rolled-out all new processes and products to account management and presales teams nationally
  • Oversaw quality of campaign set-up and ongoing performance against client objectives
  • Hired, trained, reviewed the performance of account managers and pre-sales ICs focusing on sales and upselling
  • Developed the Kontera response strategy with sales as well as the RFP response template

Client Services Manager

Madison Logic
05.2012 - 11.2013
  • Led the account management team, which included 5 direct reports
  • Served as the business owner for the Madison Logic platform with our dev team engaging in the agile process
  • Trained the account management team on platform demos for new client kick off calls
  • Scheduled and attended client calls when necessary to discuss any concerns, which included a variety of topics starting including campaign fulfillment or issues regarding lead delivery to CRM and marketing automation systems including Marketo, Eloqua, Salesforce
  • Developed and implemented a new Salesforce workflow for the entire sales organization including the use of reporting and dashboards to better understand workload and client support
  • Implemented a formalized pre-launch QA process around campaign launches focusing on UX
  • Developed a post-launch QA process, which included onsite verification of campaign launches
  • Created all documentation & training curriculum relating to the account management team
  • Created an account management 'Welcome Package' for clients including documentation on creative best practices, standardized creative requests, as well as a creative specs
  • Developed KPIs for the account management team including turn around time for account and campaign set ups, accuracy of set ups upon submission for QA, as well as overall refund requests due to implementation errors
  • Within 3 months after this system was put into place, the team saw a 70% reduction in refunds
  • Scheduled and participated in User Acceptance Testing for development initiatives for platform upgrades

Education

MBA - e-Business

Pace University, Lubin Graduate School of Business
New York, New York

B.S - Marketing

Fordham University
Bronx, New York

Skills

  • Contract negotiation
  • Team leadership
  • Upselling strategies
  • Cross-functional collaboration
  • Strategic planning
  • Project management
  • Process improvement
  • Training and development
  • Profit and loss management
  • Customer relationship management

Timeline

Director of Customer Success

Branch.io
10.2021 - 01.2023

Director of Podcast Strategy and Development

Dax
02.2021 - 10.2021

Senior Strategic Customer Success Manager

Branch.io
03.2020 - 02.2021

Director of Strategic Partnerships

Adswizz (a Sirius XM company)
01.2018 - 01.2020

Director of Partner Success

Appnext
10.2016 - 12.2017

Director of Publisher Services

AOL/Verizon
03.2016 - 08.2016

Director of Account Management/Client Services

Amobee (formerly Kontera Technologies prior to 9/2014 acquisition)
11.2013 - 06.2015

Client Services Manager

Madison Logic
05.2012 - 11.2013

MBA - e-Business

Pace University, Lubin Graduate School of Business

B.S - Marketing

Fordham University

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Rachael Dorin