Zuora’s vision is simple: “The World Subscribed.” It’s the idea that one day every company will be a part of the Subscription Economy. And Zuora’s mission is to enable all companies to be successful in the Subscription Economy.

Intentional career break to travel through Europe, Asia, and the Middle East. Favorite countries visited include Spain, Japan, and Oman.

Managed book of business with 40 enterprise accounts worth $7M in annual recurring revenue (ARR) and drove 98% average total retention as trusted advisor who consulted customers on product best practices and optimized usageSuccessfully managed $1M/quarter in closed renewals and expansion opportunities by partnering with Account Executive to pitch account growth strategies and new features based on how client realizes business value with platformConducted 20+ executive business reviews onsite each year, resulting in executive buy-in with average CSAT of 4.9/5.0 Identified and recommended expansion opportunities by analyzing KPI data within Looker and creating 15+ data-driven reports (20 slides each) that focused on optimizing product usage/adoption for use caseResolved ~30 new inquiries/strategy related requests per month and escalated software issues to Technical Support Lead as needed. Analyzed trends within ticket volume to proactively identify areas of improvement with product adoption and usageFostered strong relationships with 20+ executive stakeholders (VP and C-level) to ensure open lines of communication for feedback and potential expansion of servicesMonitored and tracked portfolio’s account health in Gainsight to identify churn risk; proactively reduced and eliminated risk by focusing on converting red accounts to green and detractors to promotersPresented and created 40 customized success plan/roadmaps that included defined action plans for implementation and overall product recommendations, iterating as needed with partner stakeholders
to ensure business objectives were metLead quarterly internal trainings on account management and new product offeringsDeveloped and maintained strong knowledge of company’s omnichannel customer experience platform with 100+ features by attending quarterly sessions with Product/Engineering team and watching 5 online video trainings a quarter

Achieved high net retention numbers: 112% for Q1/Q2 ‘17, 122% for Q3/Q4 ‘17, 127% for Q1/Q2 ‘18 for a book of business that included 40 accounts and $2M in ARROwned end-to-end renewal process, including account planning, pricing negotiations, identifying opportunities to grow customer accounts, and ultimately closing the renewalSelected to represent CS team on Product Steering Committee and advocated for new product features to improve customer experience based on direct customer feedback and recurring pain points with platform