Daniel Mina Email & Phone Number

Goodyear, Az, Us

San Diego, Ca, Us

As a Manager of Enterprise Client Success, I lead and support a team of Client Success Managers, ensuring strong performance in account health, CSAT, and NRR. I manage key client relationships, oversee talent development, and regularly analyze the performance of each individual team member to identify opportunities for professional growth.

San Diego, Ca, Us

• Responsible for actively managing and supporting a portfolio of enterprise clients representing over $4.5M in ARR• Established and nurtured key relationships, regularly consulting on topics including program strategy and risk management• Lead cross-functional projects relating to key initiatives and projects for assigned accounts• Partnered closely with sales team to support expansion and retention efforts• Served as the primary point of contact for recurring program support needs, data requests, and escalations• Identified client needs and created solutions to solve for product gaps• Generated and presented Quarterly Business Reviews, delivering data-based insights to highlight successes, areas of opportunity, and align on desired outcomes• Provided guidance, training and support to broader enterprise CSM team• Collaborated with other Senior CSMs on projects to help improve operational efficiency, promote continuous learning, and drive professional growth across enterprise CS teams

Santa Monica, California, Us

• Managed portfolio representing over $1M of ARR• Enabled over $130k in ascension bookings in 2Q2022• Planned and lead the launch of a new product line, creating support resources delivered viaThinkific, and managing the onboarding and success of early adopters• Worked closely with 40 client sites to drive adoption and improve ROI, increasing stickiness to minimize churn• Successfully managed and renewed over 70% of inherited accounts, many of which were mid-term and at-risk• Lead the implementation of a standardized, data-based approach to client engagement and product adoption

San Diego, Ca, Us

• Developed and executed a customized Program Management Plan to meet Clients’ safety program objectives• Served as the main point of contact for the Client from deployment through to renewal• Built strong relationships resulting in high levels of client engagement with assigned accounts• Responsible for designing and configuring the platform to meet the unique needs of the client and ensure value realization• Acted as a subject matter expert and consultant on topics including change management, communication strategy, risk management, coaching techniques and more• Partnered cross-functionally to ensure smooth execution of installations, training and customer support• Created and delivered web-based training and best practice presentations both virtually and on-site• Presented data analytics highlighting program performance and financial metrics to executive level clients• Partnered with Account Team on expansion opportunities and renewal efforts

Carlsbad, California, Us

• Identified and secured expansion opportunities, achieving 208% of expansion quota in Q1, and 188% in Q2• Managed a pool of 250+ customer accounts, leveraging a consultative approach to drive product adoption and secure expansion opportunities• Provided initial training for new end-users to accelerate time to first value, as well as new feature training to generate expansion opportunities• Assisted with the on-boarding of internal new hires, providing 1:1 training and peer support• Contributed to internal knowledge base, creating training and reference materials for new CSMs

San Diego, Ca, Us

• Successfully managed portfolio of 40+ enterprise accounts, securing >2M in ARR and hundreds of thousands of dollars in account expansion• Partnered with executives of member companies to help them achieve desired business outcomes and maximize ROI• Generated leads for sales and advisory services• Built and maintained relationship with executive, primary and secondary contacts• Responsible for onboarding new users and increasing awareness of available resources• Created, delivered and monitored progress against Member Success Plans• Generated awareness of and interest in member-only opportunities through targeted marketing campaigns• Regularly assessed customer health and lead intervention plays when needed• Documented all member interactions within SalesForce to help drive cross-functional collaboration• Scheduled and lead training calls with members to expand breadth and depth of adoptionMember companies served includes: Red Hat, Ellucian, McAfee, Brink's, Oracle, Thermo Fisher Scientific, PerkinElmer Health Sciences and Stryker

San Diego, Ca, Us

Member companies served includes: SMART Technologies, Ceridian LLC, NIIT (USA), Telerent Leasing Corporation, Blackboard, Okta and Kinaxis

San Diego, California, Us

• Played a key role in the recruitment, support, and retention of independent financial advisors• Leveraged relationships with internal departments and external partners to request project updates, resolve pending issues, and prevent future process delays • Actively managed more than 250 individual projects at a time with minimal direction and supervision • Collected, recorded, tracked, and verified information from multiple sources in order to manage the progress of each case assignment from initial data entry through completion • Regularly updated CRM with information gathered from clients, insurance providers, and service providers • Assisted with the training and development of new hires, and provided on-going support• Acted as a liaison between external insurance product/service vendors and independent agents• Strictly adhered to the applicable policies, procedures, and regulations of the department, meeting internal and external expectations• Reviewed hard copy documents and created an electronic record of confidential document data • Coordinated the services of multiple vendors necessary for completion of projects• Analyzed weekly reports to identify possible service issues and seek opportunities for improvement. • Identified, designed, and incorporated process improvements to enhance the quality of service delivered by the case management team• Responsible for keeping up to date with all vendor and insurance carrier guidelines and requirements• Adhered to the standard operating procedures of insurance company partners and vendors to prevent unnecessary delays and expedite the processing of new business applications • Contributed to the development and implementation of a defined training process for department new hires • Maintained, developed, and processed a variety of sensitive and confidential information, oftenrequiring communication with management, agents, clients, and third party personnel

• Sourced, negotiated, and secured wholesale pricing on mobile phones, parts and accessories• Regularly monitored and replenished inventory as required based on customer demands• Analyzed market trends to adjust product offering and pricing• Awarded the eBay "Powerseller" status as a result of consistently delivering quality products and customer service• Managed the daily operations of an e-commerce business including but not limited to: customer service, refunds, packaging and shipping

Bellevue, Wa, Us

• Consistently met and exceeded monthly operational and sales goals which included new customer activations, contract upgrades, value-added features, and accessory sales• Regularly engaged existing client base to conduct follow-up, address service issues, request referrals, and seek opportunities for cross selling• Proactively researched and studied the competitive landscape and used that information to tailor sales and marketing strategies