Christian Fitzgerald Email & Phone Number

Chicago, Il, Us

Sunnyvale, Ca, Us

The Enterprise Customer Success team added me to manage an expanding portfolio of logos I’ve worked to grow from $7.5M to $16.8M in ARR. The product is a SaaS-based tool that integrates with Salesforce to provide revenue leaders, like CFOs, AI-based predictions for quarterly sales and team forecast rollups and reporting. My book is 20 accounts whose contracts included the CSM providing additional services. The primary CSM duties included monthly cadence meetings with each client to provide strategic consulting, enablement, product updates and feedback, adoption management, address account risk, and mitigate churn. These accounts also required configuration services, so I assisted with requirement gathering, defining specs, and project management. This role gave me a deeper knowledge of my client's needs and allowed me to provide richer and more effective services and recommendations. With this deeper connection, I’ve been able to help my team secure multi-year commitments for 3 of my accounts, increase adoption, and expand to new teams. One of my largest customers, initially representing $800K in ARR and 1-year contracts, lengthened their contract to 5 years. Based on my recommendations, they increased their spending to $3.4M annually by expanding to larger teams and adding product SKUs. This is the largest deal in company history to date.I also assisted the internal teams by working closely with one of the product teams and acted as team SME. The SME role engages with the product team to get a deeper understanding of the product functions, configuration, and technical details. The SME would provide support assistance to other CS team members ad hoc, maintain documentation, and provide feedback. I also achieved all quarterly GMTs for five quarters and maintained a zero churn rate for my primary book.

San Francisco, California, Us

I managed a book of approximately 100 clients in the mid-market tier. Due to the size of the client list, I developed programs for highly automated, low-touch but high-engagement messages to deliver targeted content based on a user's interactions with the product. I collaborated with Account Executives and Solutions Engineers to target customers who needed more direct engagement and created customized pathways for product adoption, expansion, and churn risk mitigation. As a cloud-based subscription service, it was important to identify customers who would benefit from moving away from month-to-month and individual plans and was able to move several customers to annualized plans for larger teams of developers. I had a high rate of success in achieving this conversion to help boost recurring revenue.

San Jose, California, Us

I was responsible for a portfolio of approximately 50 clients totaling $4.5 million in ARR, 10 of which had white-glove service levels. Most of the company's products were on-prem solutions, so this involved very personalized, high-touch service including weekly or monthly meeting cadences to manage expansion, product updates and upgrades, adoption of new products, and scaling initiatives. Critical to this role was a high degree of collaboration with the internal account teams. I often worked with the Account Executives to create client management plans to introduce our products to new teams, to promote professional services engagements, and provide cross-selling support. During the 2 years in the role, I had zero churn with the white-glove customers and 7 consecutive quarters with zero churn overall and the lowest total down-sell of the CS team. Not including logos that were added to my portfolio, I increased revenue from existing clients from $2.5M to almost $4M, including expanding a major client in the financial services industry from $260k in ARR to $1.2M. As a result, I was promoted to the Senior-level position and my portfolio shifted to include more white-glove customers.

San Jose, California, Us

Austin, Tx, Us

LiveText was acquired by Watermark in September of 2017. I was then responsible for the conversion of the newly acquired product into Watermark's existing technology stack. I oversaw 8 Scrum ceremonies a week and tracked development milestones to ensure projects are completed on time. I was responsible for communicating recent accomplishments, goals, and progress with management in a biweekly presentation and demo.

Under the direction of the CEO and Co-founder, I spearheaded the development of the company’s new multi-million dollar platform, released in 2016. I provided final acceptance for all features and enhancements for 3 years and improved team performance consistency to accomplish 19 consecutive on-time biweekly release cycles. I led the 14-person China-based agile development teams' daily activities, in quarterly client elicitation and requirement definition sessions and managed the conversion of requirements to user stories. I also directed client-participation from 12 sites in beta tests of 2 products, including the application’s data analytics suite and the e-portfolio, assessment, and course management features of the new platform. During the early roll-out of the new product, I served as primary training and sales support contact for 6 internal teams, such as technical support, client support, and sales to roll out new features and training materials coinciding with new releases.

I was hired as the second member of the implementation team to support the company’s growth and manage clients after-sales including onboarding and installation. I facilitated on-site training and ongoing support to ensure customer satisfaction and platform acceptance. I provided exceptional customer service while delivering technical client support and specifically addressing faculty and IT needs. This included hosting webinars, info sessions, email outreach, and on-site instructional and product audits.

Hilliard, Oh, Us

Commission-based sales and supervisory position. I consulted with clients on complete system hardware purchases as well as "Build-your-own" configurations. I also supervised the roll out of the new "HDTV" department including the construction of displays and training of associates. I directly supervised 8 associates including scheduling, incentive tracking, goal setting, and training. I collaborated with HR on the hiring and candidate interview activities.