Dana Mcadoo Email & Phone Number

San Jose, CA, US

United States

• Defined the role and responsibilities for a new position at GitHub in collaboration with initial Field Partners and Director of Customer Success.
• Aligned strategically with the sales team to facilitate upsell through customer optimization workshops.
• Managed West Coast renewals, overseeing $36MM and $45MM in year one and year two, respectively, achieving renewal rates of 95% and 98%.
• Provided guidance to inside account managers on forecasting to enhance their strategic engagement in client accounts.
• Conducted comprehensive training and mentoring sessions for new Field Partners.

• Led a team of experienced Customer Success Managers responsible for Enterprise and Strategic Accounts. Focused on developing strategic and tactical direction to maximize customer retention, drive upsell and cross-sell.
• 95% renewal rate on $12MM book of business
• Developed account plans and evaluated process tools to help Zuora Customer Success Team gain more insight into their customer so that they could have more strategic engagements.

Redwood City

• Conducted optimization workshops to document business processes, identify opportunities for improvements and gaps in best practices, and create and present recommendations to customers who have deployed Zuora Commerce.
• Served as a Zuora business process expert in the Subscription Economy to help customers optimize and grow their business
• Anticipated customer's future needs and requirements by servicing as the customer’s voice to the entire Zuora organization, including product, marketing, professional services and sales
• Worked with sales to uncover/ identify upsell opportunity
• 98% renewal rate on $6MM book of business

San Mateo

• Managed Fortune 500 clients and was responsible for $4 million in renewals.
• Led strategic partnerships and initiatives with enterprise clients to ensure customer success and adoption of best practices.
• Partnered closely with clients to drive user adoption and identify product and service expansion opportunities.
• Acted as customer evangelist within RightNow cross-functional teams.
• Supported sales and operations through client research and analysis, and product demonstrations.

San Mateo

• Managed Fortune 500 clients and was responsible for $4 million in renewals.
• Led strategic partnerships and initiatives with enterprise clients to ensure customer success and adoption of best practices.
• Partnered closely with clients to drive user adoption and identify product and service expansion opportunities.
• Acted as a customer evangelist within RightNow cross-functional teams.
• Supported sales and operations through client research and analysis, and product demonstrations.

San Jose

• Effectively and continuously maintain 95% client retention rate.
• Responsible for up to 300 client accounts which represents 10% of overall SMB WebEx customers.
• Conduct customer training daily on company’s product features and technical use. Sell new products / solutions to meet business needs based on company size and usage.
• Provide management of individual account health throughout client’s business life cycle as well as financial oversight management for new client base during initial 90 days.
• Grow sales through efforts of customer service, technical knowledge and presentation skills.
• Train and assist new employees to ensure goals and strategies are effectively communicated.

Assist customers with account questions; respond to customer inquiries on related issues; troubleshoot basic technical problems; provide product and service literature upon request.

Responsible for managing and resolving on-line disputes for SquareTrade clients on a daily basis. Key accounts include eBay and California Association of Realtors.