Danielle Good Email & Phone Number

Irvine, Ca, Us

Irvine, Ca, Us

San Mateo, California, Us

Meudon, Fr

Minneapolis, Minnesota, Us

[Promoted to the Director of Customer Success and responsible for the Project Management Office and Customer Experience]- Directed 2 customer success managers and 16 engagement managers across all of North America and four time zones - Oversaw 400 active delivery projects with active and consistent visibility and directed actions based on priority - Collaborated with executives to manage all escalations and fostered a team resolution approach with executives- Rolled out a global delivery methodology in Q1 2021 to standardize the delivery approach, clearly defined roles and responsibilities, RACI, delivery phase approach (initiate, plan, design, deliver, execute, close, monitor and control) - Spearheaded a customer success initiative for 2020 that led to the highest company CSAT in history 4.75/5 - Restructured customer success organizational structure to manage rapid customer growth - Hired and trained eight engagement managers - Built strong relationships with direct reports focusing on career goals, roadmap training, and instituting a collaborative culture- Achieved a 70% sale rate from existing customers and increased the sale rate to 80% in Q4 - Increased engagement and decreased the number of projects in yellow/red status from 5.6% to 2.4% from Q2 to Q3 - Presented to the entire Crossfuze organization (700 participants) and to professional services (100 participants) for global methodology training and customer success training to improve performance

Minneapolis, Minnesota, Us

[Focused on consulting and engagement management for ServiceNow IT, Microsoft Solutions and Enterprise Service Management]- Organized and managed a week-long customer onsite workshop to gather requirements from key stakeholders spanning multiple departments including IT, Finance, Sales, and PMO - Interviewed stakeholders to map current state and desired future state and created process user stories and technical user stories- Collaborated with architect and advisory consultant to design a solution proposal, engagement summary, and project architecture- Implemented ServiceNow ITBM replacing Open Air and created bi-directional integration with Salesforce in three months on time and on budget- Became the trusted advisor and engagement manager to Radiology Partners and Bayshore Healthcare- Managed the implementation of three phases, ITSM, ITBM, and Revenue Cycle Management over six-month period- Directed a Crossfuze team consultants and interacted with over 10 radiology partner stakeholders - Managed several Microsoft deployments including Office 365 deployment, Microsoft Teams deployment, and public mailbox migration for various industry verticals including IT and manufacturing companies.- Collaborated with IBM project manager on two projects; ServiceNow Password Reset and Software Asset Management

New York, New York, Us

[Managed 1K client accounts, business operations, P&L tracking, cash flow, and client retention for a $15 million corporate law firm]- Led the engineering team to design and customize software to run business operations (CRM, billing, AR/AP, time-tracking) for firm, increasing revenue by 21% and collection rate by 200%. This enabled the firm to operate bicoastally and expand globally- Managed 20+ key partnerships with complementary law firms, private equity companies, VC funds, and accounting and tax firms- Saved company $50K through negotiation with multiple health plan brokers- Contributed to sales process by screening prospective clients to identify legal fit, onboarding all new clients and ensuring positive customer experience; increased client retention by 32%- Oversaw the director of marketing and brand relations manager in coordinating with partners to increase sales through promotional events, consumer product podcasts, and tradeshows nationwide- Managed a project to open a 2nd office in California to serve West Coast clients; managed $500K expansion of NYC office- Facilitated a positive workplace culture for 18 direct reports to improve performance and retention metrics

New York, New York, Us

[Oversaw a 16-member team in all administrative and HR functions: hiring, training, contracts, salary, and performance reviews]- Solely managed the firm’s $15 million malpractice insurance policy and medical benefits- Negotiated with brokers, hand-picked policies, and found best solutions for the partners, profitability, employees, and company culture- Collaborated to develop and roll out standard employee policy handbook, improving compliance- Managed project for firm’s relocation into larger space, handling construction company, architects, interior designer, and tech counsel in creating modern and efficient workspace

[Managed operations and logistics for three office locations, multiple case management responsibilities and arbitration cycles]- Collaborated with current clients, prospective clients, and case managers in both offices regarding trial and discovery- Managed operating, escrow, and tax accounts, providing daily cashflow and escrow reports- Managed court deadlines throughout the arbitration process

New York, Ny, Us

Earned fellowship and composed musical produced in 400-seat theatre with orchestra at Davis Recital Hall; musical was finalist at the New Jersey Playwright Competition

Bachelor Of Music, Vocal Performance

Master Of Music, Voice And Opera