Tricia Flanagan
Summary
Dedicated SaaS CS leader with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
Work History
Head of Customer Success, Americas
Secure Code Warrior
06.2021 - 09.2023
- Secure Code Warrior's empowers developers by providing them the skills and tools to write secure code from the beginning.
- Built and led the North America Customer Success team starting with 5 members and growing to a team of 13 Customer Success Managers.
- Overachieved renewal and net retention targets for 2021 and 2022.
- Successfully led revenue growth from $5.4 million ARR in 2021 to $15 million in 2023.
- Created a value based on-boarding process to confirm and track success goals and key metrics.
- Created a digital touch process for SMB clients to ensure continual engagement.
- Attracted new talent to support the growing customer base, while supporting internal career changes with initial team members.
- Successfully built strong relationships with stakeholders; driving customer satisfaction and engagement.
- Analyzed customer data to outline trends in churn and identify ways to mitigate risk and increase growth.
- Collaborated with sales and product teams to address customer success objectives.
Team Lead Customer Success
Veracode
06.2018 - 06.2021
- Veracode provides automated static and dynamic application security testing software and remediation services.
- Hired, managed and coached 5 customer success team members to effectively on-board and provide value to customers ensuring adoption and usage.
- Directly managed a group of enterprise accounts.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Collaborating with team members to optimize processes as well as increase engagement and effectiveness of the team.
- Developed and rolled out best practices for team members to enhance the quality, effectiveness, and scalability of customer programs.
Business Strategy Manager
Arnold Worldwide
09.2017 - 03.2018
- Managed the CenturyLink Enterprise account and marketing team members supporting the day-to-day business.
- Strategically led creative teams on technology products to craft engaging campaigns based on client business objectives.
- Implemented account-based marketing program, developing the Enterprise brand voice through culturally relevant thought-leadership pieces.
- Created training curriculum to educate creative staff on technical and business knowledge.
- Delivered presentations to the executive team outlining the changing IT landscape and how to adapt into clients' accounts.
Strategic Account Director
Level 3 Communications, Global Crossing
06.2014 - 09.2017
- Sold and implemented a full suite of technology products to large enterprise customers.
- Finished 2016 sales quota at 155% of plan.
- Collaborated with internal stakeholders and partners to develop integrated IT solutions.
- Established long term relationships and trust with a growing global customer base.
- Developed comprehensive account plans and proposals to maximize customer spend.
- Initiated a mentorship program to support new sales executives on sales processes, systems, products and strategic selling methodology.
- Managed all key executive relationships within the enterprise base accurately forecasting customer behavior and revenue growth..
Account Director
CenturyLink – SAVVIS
01.2011 - 06.2014
- Discovered, developed and closed over $1 million dollars of new business.
- Focused on SaaS, Managed Hosting, Public, Private and Hybrid Cloud Services along with Network Infrastructure.
- Utilized a consultative sales approach to win new business with Fortune 500 companies.
Education
BA Degree - Business Administration/Accounting And Marketing
Ohio State University
Columbus, OHMA - Project Management
Boston University
Skills
- Team Leader and Coach
- Value Based Programmatic Approach
- Cross Functional Collaboration
- Customer Retention and Expansion
- Consultative Engagement
- Data Driven Management
Accomplishments
- Achieved 90% ARR and 110% NRR backing series C funding
- Collaborated with cross functional teams increasing product adoption and mitigating risk
- Recruited, coached and manged a team of 13 CS team members
- Achieved customer value utilizing success planning and data driven health evaluations
- Established executive stakeholder relationships in strategic accounts
Timeline
Head of Customer Success, Americas
Secure Code Warrior
06.2021 - 09.2023
Team Lead Customer Success
Veracode
06.2018 - 06.2021
Business Strategy Manager
Arnold Worldwide
09.2017 - 03.2018
Strategic Account Director
Level 3 Communications, Global Crossing
06.2014 - 09.2017
Account Director
CenturyLink – SAVVIS
01.2011 - 06.2014
BA Degree - Business Administration/Accounting And Marketing
Ohio State University
MA - Project Management
Boston University
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