Zumreta Dudic
Los Angeles,CA
Summary
Results-driven Product Manager with a strong foundation in data analytics and a proven track record in successfully leading cross-functional teams to drive revenue growth, customer engagement, and data-driven decision-making. Skilled in stakeholder engagement, project management, data analysis and leveraging technical proficiency to create tailored solutions that deliver value and impact.
Overview
13
13
years of professional experience
Work History
Strategic Client Success Manager
Aidin
Los Angeles, CA
06.2023 - Current
- Consulted with product development teams to enhance products based on customer interest data.
- Managed product demonstrations and testimonials for performance evaluation.
- Liaised with sales and marketing team to collect customer feedback, incorporating into subsequent production runs and development lifecycles.
- Processed incoming bug report analyses to design software update roadmaps.
- Monitored market trends and competitor performance and analyzed gaps to update promotional strategies and maximize sales.
Senior Success Manager
Salesforce
04.2020 - 03.2023
- Successfully managed success activities across 12 strategic accounts in the Healthcare territory, covering $11+ million in annual subscription renewals in 2021-2022.
- Led scaled customer engagements across the Technology and Higher Ed territory, covering $89 million in annual subscription renewals in 2023.
- Collaborated with clients to understand their business objectives and developed tailored success plans to drive impact and deliver value.
- Identified and pursued expansion opportunities, resulting in $2.8 million potential revenue across licensing, services, support, and training.
- Spearheaded a scaled customer engagement pilot project by creating a roadmap, coordinating multiple teams, and executing strategy with clients, leading to ~$500K closed opportunities and 100% retention across commercial clients in 2020.
- Developed resources and conducted customer research to create a client facing data maturity tool, enabling customers to achieve actionable, data-led results for digital transformation.
- Developed and conducted user training sessions to support customer understanding and product feature utilization.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
- Graduated from Salesforce Accelerate Aspiring Leaders Journey, a year-long leadership development program.
Customer Success Manager
Tableau Software
02.2019 - 03.2020
- Responsible for customer adoption, retention and satisfaction across 60 accounts in assigned geographic territory totaling ~$6 million in annual subscription renewals.
- Developed and implemented processes for measuring adoption of the Tableau platform and implemented specialized success plans aligned with the Blueprint methodology increasing utilization.
- Fostered data communities within customers by creating 30+ Tableau User Groups, Centers of Excellence, and encouraged collaboration and use case sharing.
- Collaborated with sales and product teams to address customer success objectives, identify expansion opportunities, and drive customer value.
- Identified and mitigated risk across assigned territory resulting in zero churn.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Data Analyst
Bon Secours Mercy Health
08.2014 - 02.2019
- Lead analyst for five departments across seven facilities
- Implemented standardized performance dashboards throughout VA market using Tableau for concise explanations of resource recommendations
- Automated routine manual Excel reports saving ~20 hours monthly and reduced risk of human error
- Utilized forecasting tools to glean insights into trends for volume and revenue increase
- Predicted and analyzed the financial impact of health plan initiatives and supported program expansions throughout organization with actionable insights
- Collaborated with stakeholders to identify business needs and data sources and presented strategy insight to senior leadership
- Tableau champion - Led trainings and acted as a continued resource in department
Customer Service Representative
Bon Secours St. Mary's Hospital
01.2011 - 08.2014
- Collected and analyzed department specific patient experience surveys to implement strategies to improve Satisfaction Survey scores by an average of 10%
- Slashed $30,000 in cost to a department by tracking inventory distribution and analyzing insights.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Member of Diversity Committee - led events educating employees and customers on the diverse cultures of the local community
Education
Master of Science - Data Analytics
Western Governors University
Salt Lake City, UT12.2024
Bachelor of Science - Psychology
Virginia Commonwealth University
Richmond, VA12.2013
Skills
- Project Management
- Stakeholder Engagement
- Data Analysis
- Team Leadership
- Risk Management
- Communication and Presentation
- Technical Proficiency in Tableau, Salesforce
Timeline
Strategic Client Success Manager
Aidin
06.2023 - Current
Senior Success Manager
Salesforce
04.2020 - 03.2023
Customer Success Manager
Tableau Software
02.2019 - 03.2020
Data Analyst
Bon Secours Mercy Health
08.2014 - 02.2019
Customer Service Representative
Bon Secours St. Mary's Hospital
01.2011 - 08.2014
Master of Science - Data Analytics
Western Governors University
Bachelor of Science - Psychology
Virginia Commonwealth University
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