Daniele Burke Email & Phone Number

Boston, Ma, Us

Austin, Texas, Us

Headed Global Customer Success Organization for Upland’s Audience Engagement Business Unit consisting of 40+ individuals – 4 Directors, 7 Managers, 20+ Customer Success Managers supporting 6 SaaS products in the Email, Mobile, and Audience Development space, and 2 Renewal Management teams. - Held direct responsibility for forecasting and in meeting Retention, Expansion, and Uplift targets across the 6 product lines. - Served as Member of the Business Unit Leadership Team working closely with the General Manager and other department heads to set direction, overcome business challenges, and position the Business Unit for growth. - Transformed the Customer Success function within the Audience Engagement Business Unit into a commercial engine capable of managing all aspects of renewal and expansion business with a focus on maximizing ARR via term length, uplift, and cross-sell. - Developed and implemented customer engagement, risk assessment, and forecasting programs resulting in more consistent and meaningful customer engagements, early intervention in at risk accounts, and a more predictable, accurate retention forecast. - Designed and launched Executive Sponsor Program to strengthen relationships with key stakeholders and decision makers within the top 10% of our customers, which contributed more than 50% of the Business Unit’s ARR. - Led several cross-functional projects including mapping, documenting, and actioning the Customer Journey and defining and rolling out NPS processes for pre-launch, customer follow up, and the creation of response remediation plans.

Austin, Texas, Us

Led Customer Success in North America for Upland’s Enterprise Sales & Marketing Business Unit comprised of 3 teams of Customer Success Managers supporting 4 products (Altify, Kapost, Qvidian & RO Innovation). - Oversaw hiring and onboarding new CSMs, coaching and developing team members, conducting cadence meetings, and preparing forecasts, as well as maintaining relationships with Customer Executives. - Created learning and development program for CSMs to share best practices, up-level their CS and commercial skills, and enhance their industry and product-specific knowledge. - Developed and launched Customer Engagement models for Enterprise, Mid-tier, and low ARR customers resulting in 100% expanded participation in our customer advocacy program and a 50% increase in multi-year agreements year over year. - Designed CSM Professional Development Program including a custom performance assessment focused on identifying areas for improvement as well as advancement paths. - Led through change when the Enterprise Sales & Marketing Business Unit was formed by assimilating 4 separate companies acquired by Upland in under 3 years.

Austin, Texas, Us

Managed team of 6-8 CSMs supporting the Qvidian product line. - Established a Digital CS program employing one-to-many interactions – automated communications, office hours, webinars, etc. – scaling the team to support hundreds of low ARR customers with minimal resources and enabling the team to focus their time on the larger ARR customers. - Built onboarding program for CSMs. Implemented using Trello to create custom product-specific learning paths.

Austin, Texas, Us

Austin, Texas, Us

Austin, Texas, Us

Austin, Texas, Us

Austin, Texas, Us

Managed end-to-end client implementations; Responsibilities included project scoping, stakeholder management, project management, platform setup and configuration, change management, administrator and end user training, database creation, template and form design, and delivery of post-implementation training, consulting and optimization services.