Daniel Harry Email & Phone Number

Portland, Or, Us

- Built the Scaled Customer Success Org from the ground up, creating processes and best practices for managing 400 clients representing $20M in Annual Recurring Revenue.- Inherited Book of Business with GRR at 76.9% and within 3 quarters pushed GRR to 85%. Additionally built out automation to guarantee 100% renewal outreach at 120 days; the inherited percentage was 37%.- Established key team performance indicators and regularly monitored and reported on performance metrics, while taking corrective action to achieve targets.- Managed workflows and set direction for the Scaled Customer Success Team to ensure optimal performance against set plans and standard processes, including providing mentorship and coaching to help team reach its full potential.- Collaborated on Go-to-market (GTM) and customer adoption campaigns, including collaboration with Marketing, Product, Data Teams, and Revenue Operations.- Leveraged data and analytics to develop, lead, and measure results for GTM sales and adoption-related initiatives, programs, and campaigns.

Austin, Tx, Us

As the Nonprofits Partnerships Manager, I am responsible for managing existing nonprofit relationships, driving client retention, and actively acquiring new nonprofits to expand our platform.- Maintained 100% client retention while growing client revenue 18% YoY as sole Partnerships Manager. - Grew company book of business by 13% after creating & implementing the first outbound campaign in company history. - Aggregated company data across 75+ Google Docs/Sheets to create a single source of truth (Hubspot), giving executive visibility into sales pipelines, client relations, and Customer Service tickets. - Worked cross-departmentally with Marketing, Customer Service, and Product teams to ensure perfect execution of all client campaigns. - Built the company's first customer & prospect newsletter via an automated outreach campaign, helping drive greater efficiencies across all phases of sales and customer account management.

New York, New York, Us

- Designed, built, and managed processes, workflows, and automations that drove internal efficiencies, up-leveled the effectiveness of the Scaled Customer Success team, and drove great value to the clients.- Worked closely with Scaled Customer Success leadership and individuals to proactively and regularly identify challenges that required operations solutions.- Leveraged data to streamline service levels and developed effective prioritization criteria for the Scaled Customer Success team.- Matured the operations to meet the highest security standards while also optimizing for efficiency and automation.- Partnered with Customer Marketing on the Scaled customer journey and operationalized a positive customer experience.

Los Angeles, California, Us

- Lead CSM in charge of the Scaled portfolio - a total of $2.5M and 80% of our logos.- Build and establish processes to execute One-to-Many strategies that support Scaled customers. These include but are not limited to Email Drip Campaigns, Training and New Product Feature Webinars, and targeted In-App messaging. - 61.36% jump in Expansion ARR from Q2 to Q3 so far in addition to reducing Gross Revenue Churn % from an inherited 4.79% to 2.11% and delivered a Q2 Net Revenue Churn % of -0.35%.- Hands-on Customer Advocacy - Actively works with clients for product prioritization and completing the customer feedback loop (Engineering, Product Management, Marketing) to ensure client advocacy and company alignment.

Los Angeles, Ca, Us

-Created and led the Customer Success team, assisting in everything from Onboarding to 24/7 support in an effort to grow the company from 1 client to over 150.-Proactively managed my team of Account Managers, responsible for prioritizing and driving highly impactful partner strategies, promotions, and programs aimed at growing our stature in the industry.-Relayed customer roadblocks to, and worked closely with Head of Product to ensure cross-departmental alignment and client advocacy.-Built out an aggressive trade show schedule, helping grow the brand recognition nationally. As the companies first employee, I helped guide the company from concept to a $3.1 seed round at a $10M valuation in just 8 months.

San Francisco, California, Us

-Drove client and market solutions by wearing several hats, including client services, project management, logistics, and accounting. -Managed active restaurant partners as the main point of contact, providing adaptive solutions to Uber’s growing EATS platform including the launch of the Southern California’s exclusive McDonald’s partnership. -Created and maintained client services to solve and prevent problems between Uber and its restaurant clients.

Los Angeles, Us

- Direct supervision of 200+ drivers and 30+ vendors in 4 major cities to ensure flawless coordination of pickup, drop-off and vendor allocation of all orders. - On the fly route creation juggling between constantly shifting delivery zones and vendors based on time of day and availability of items. - First point-of-contact for all customer support through text and email communication, handling everything from basic requests to complaints and claims issues.- Constant quality control of incoming and outbound orders through digital monitoring to uphold customer expectations of exemplary accuracy, timeliness and presentation.

San Francisco, Ca, Us

-Management of day-to-day operations.-Works directly with senior management to efficiently create service routes for upwards of 200 separate orders in a 2 hour service window. -Develops and implements procedures to improve current systems in place for quality control and route creation.

-Managed the daily operations at Wood Ranch, a private golf club with 500+ full golf members. -Worked as part of a golf shop team that increased hard good sales by 40% YOY by using product knowledge and expertise to educate customers and offer personalized recommendations. -Owned vendor relationships as club Point of Contact and assisted Head Professional with sales forecasting and inventory planning.-Trained, scheduled, and supervised inside and outside staff of 15.-Coordinated and managed more than 50 annual corporate and member tournaments (including Men’s and Women’s Division 1 and AJGA events).

Northridge, Ca, Us

-Assisted the Head Coach in the organization, recruiting, administration and promotion of all aspects of the Women’s Golf program at CSUN.-Provided instruction and academic supervision of student-athletes as well as led recruiting efforts for perspective student-athletes.-Monitored, verified and reconciled all expenditures of budgeted funds.

Bristol, Ct, Us

- Worked in collaboration with Stats & Information department to data mine statistical information that was both entertaining and informative across all major global sports. - Produced highlights, bumps, teases, montages, conversations and several other elements for NBA Countdown and SportsCenter.- Screened and logged games and created shot sheets for assigned highlights. Pitched ideas at production meetings and helped develop show and highlight story lines.- Operated prompter in studio in addition to assisting with preparing scripts on the fly, often under stringent time deadlines.- Pitched ideas at production meetings and helped develop show and highlight story lines.

Bristol, Ct, Us

- Produced highlights, bumps, teases, montages and several other elements for SportsCenter. - Operated prompter in studio in addition to assisting with preparing scripts on the fly, often under stringent time deadlines.- Highly familiar with Quantel Editing software, ENPS, and other ESPN production applications. - Provided general quality assurance for all show elements, specifically detailed knowledge on foreign pronunciations and spellings.

Los Angeles, Ca, Us

- Prepared daily practices and workouts for the varsity team as well as assisted in team drills during practices. - Managed pre game setup of home and visiting team locker rooms in addition to floor and bench setup for all USC home games. - Traveled with team and assisted in arranging team travel for away games.

Journalism

Education record