Daniel Rose Email & Phone Number

Redwood City, California, Us

Working to "WOW" our customers daily through best-in-market customer support, revenue generation through our forward-deployed engineering team, technical escalation management, and self-serve excellence through our unified portal/community/university.- Customer Support & Escalation Management: We finished Q4 of 2023 with 99% CSAT, highlighting our customer-centric teams' focus on self-service and customer-centric experience.- Design, scale, and lead: Account Risk processes and methodology- Manage digital customer success teams across the community, self-service, and university. Case deflection and help center adoption rates grow quarter-over-quarter.Underneath our CX organization, we have scaled a forward-deployed engineering organization focused on building connectors, data quality, and automation products to generate revenue and increase business value in our customer base. Exceeding our revenue targets by an average of 20% quarterly.

Redwood City, California, Us

Executive leadership of global customer support and technical services at Alation. We have scaled the team from 20 to 95 employees in two-plus years while growing CSAT from 72% to 99% in parallel. We have built for scale, leaning heavily on independent teams focussed on certified KCS and case handling methodology, CX operations, technical escalation management, product architecture infrastructure, and forward-deployed engineering. We established a "WOW with every touch" mission statement with every touch based on an unflappable philosophy centered upon providing service, commitment, and empathy to our customers and Alation as a whole. Building out large-scale customer experience programs to increase the business value our customers receive in the Alation platform.As a part of our scale, we scaled into seven unique customer experience centers worldwide.

• Developed detailed GTM and Customer Success playbooks for various series A to series E start-ups.• Provided expert-level advice on transforming teams into worldwide organizations, including best practices in selecting offshoring locations, and companies.• Served 150 clients since 2014, achieving profitable results and maintaining customer satisfaction.

Hayward, Ca, Us

California State University, East Bay CX Program is designed by industry experts and experienced leaders, for professionals seeking advanced skills in this fast-growing discipline.

San Francisco, California, Us

Working with the Swiftlane teams to help them scale their support and customer success process.

Us

Created customer journey roadmap from ground zero for this venture-backed company that offers real-time pricing, promotions, and assortment data for retailers and CPG brands. Led a team of 13. Implemented tools and processes for the customer-facing program, focusing on building a strong customer methodology aligned with the early-stage business. Designed first pipeline report and trained team on using Salesforce CRM consistently to create a more customer-centered organization. Defined roles of the go-to-market team, as well as future growth, metrics, and action plan for success.

Burlingame, California, Us

Came on board as Head of Customer Success for this startup provider of a real-time analytics solution built around Apache Druid. Promoted to Vice President of Worldwide Customer Success based on outstanding customer growth and success management. Built value-focused relationships with engineers and executives to support the company through the rapid growth stage from $1M to $40M, managing retention and profitable growth for current and new accounts. Scaled team, delivering 12x revenue growth in a short period of under 3 years.  Created process-based methodology for each team’s Key Performance Indicator (KPI) report. Controlled and launched retention & profitable growth for current & new accounts, offering 8x growth for Annual Recurring Revenue (ARR) over 2 years. Developed 151% net revenue retention goals for the existing customer base. Streamlined customers’ days to production rapidly from 162 days the first year to 92 days the second year.  Elevated global customer success organization to solidify Gross Revenue Retention (GRR) of 95+. Obtained a 99% Customer Satisfaction Score (CSAT) Score.

Burlingame, California, Us

Building out customer support, technical success management, and professional services teams for the Imply platform and evangelize the open-source project Druid.Imply is a high-performance analytics solution to store, query, and visualize operational data. While traditional business intelligence workflows focus on creating static reports and dashboards, operational analytics focuses on rapid, dynamic access to data. Imply gives users the ability to instantly create ad-hoc views on data so they can quickly slice and dice and drill into data to explain any pattern or anomaly. Imply makes this workflow easy, and gives anyone in an organization the ability to explain trends and anomalies in data.

Santa Clara, Ca, Us

Founding member of Customer Success for this cloud-native Big Data Activation Platform using AWS, Azure, & GCP cloud services. Acted as the face of all customer programs for supporting a diverse roster of Fortune 500 enterprises to small to mid-sized business accounts, functioned as Customer Lifecycle Architect to design and execute customer journey. Implemented the company’s flagship service presentations. Ultimately, managed a global team of 15 to provide success across all client divisions. Supervised customer success program operations by clearly illustrating customer journey, touchpoints, and KPIs. Implemented Gainsight a customer success platform to track health & customer building relationships. Instituted customer loyalty & retention by creating opinion leaders to ignite positive discussions and brand advocacy for key influencers & stakeholders.  Attained and sustained 95% customer retention rate. Led team to exceed 2017 goal, delivering average revenue growth of 400% in the first 6 months of the customer journey.

Santa Clara, Ca, Us

Ensures the overall quality of the customer experience for key Fortune 500 enterprise accounts, with responsibility for 20 clients; reports on account health and status at quarterly board meetings.Designs the customer life cycle, customer journey, and oversees the deployment of the flagship service offering; tracks customer relationships using the Gainsight customer success platform.Continually strengthens customer loyalty and retention; develops opinion leaders to motivate brand advocacy.Serves as the primary point of contact during the post-sale phase of all client agreements.Increased MRR by 250% within the first six months, achieving distinction as the 2015 Customer Service Manager of the Year.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT QUBOLEQubole delivers a Self-Service Platform for Big Data Analytics built on Amazon Web Services, Microsoft and Google Clouds. With Qubole, a data scientist can now spin up hundreds of clusters on their public cloud of choice and begin creating ad hoc and/or batch queries in under five minutes and have the system autoscale to the optimal compute levels as needed.

Munich, Bavaria, De

Assumed an interim role overseeing customer success lifecycles, journeys, and implementation associated with an online communications portal.Adopted the Totango customer success platform to track the health of client relationships; managed a portfolio of enterprise and strategic accounts.Directed the sales engineering and sales demonstration workflows.Oversaw support and training for all new clients and prospects.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT UNIFYUnify is a premier communications software and services firms. Our solutions unify multiple networks, devices and applications into one easy-to-use platform that allows teams to engage in rich and meaningful conversations.

Westminster, Colorado, Us

Directed customer success managers dedicated to maximizing acquisition and retention among enterprise accounts, with 12 professionals operating out of three offices.Partnered with clients to identify and resolve pain points associated with the company’s ProContractor software application.Strengthened account relationships through product enhancements, end user training, and formal customer lifecycle processes.Improved annual revenue from $1.75MM to $35MM, while increasing the customer base from 50 accounts to over 1000 companies throughout North America and Mexico.Nominated for the Employee Star Award, an organization-wide accolade reserved for individuals who consistently promote customer success.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT VIEWPOINT CONSTRUCTION SOFTWAREHeadquartered in Portland, Oregon, Viewpoint Construction Software has built its reputation on 40 years in the construction business. We know the problems that contractors, subcontractors, project managers, foremen, estimators, and architects face in today’s construction world, and our solutions provide the right tool for the job to help them succeed.

King Of Prussia, Pa, Us

Established infrastructure, policies, and procedures to launch the Customer Success Team and establish CS at the company.Built the Customer Success Squad (CSS), with a mission to optimize client satisfaction by fostering improved collaboration between product implementation teams and the support organization.Formed and supervised a team of seven professionals.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT VIEWPOINT CONSTRUCTION SOFTWAREHeadquartered in Portland, Oregon, Viewpoint Construction Software has built its reputation on 40 years in the construction business. We know the problems that contractors, subcontractors, project managers, foremen, estimators, and architects face in today’s construction world, and our solutions provide the right tool for the job to help them succeed.

King Of Prussia, Pa, Us

Maintained responsibility for the hiring and onboarding of 45 support technicians.Developed technical support processes and process documentation to ensure consistency and quality.Engaged in requirements gathering to develop estimating software, training materials, job aids, and articles for the benefit of customers and employees.Implemented Salesforce.com as a CRM and migrated 15,000 knowledgebase articles to the new platform.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT VIEWPOINT CONSTRUCTION SOFTWAREHeadquartered in Portland, Oregon, Viewpoint Construction Software has built its reputation on 40 years in the construction business. We know the problems that contractors, subcontractors, project managers, foremen, estimators, and architects face in today’s construction world, and our solutions provide the right tool for the job to help them succeed.

King Of Prussia, Pa, Us

• Provided tier two support for 6 Accounting and Estimating Software. Only company employee to learn and provide support for entire suite of software.• Created curriculum for customer service (which is still being utilized.• Escalation point for hot accounts and cases.• On team that evaluated all potential hire, and participated in candidate interviews.• Helped initiate KCS methodology and process to the support organization

Santa Cruz, Ca, Us

• Managed the job-costing for special events for an international marketing company• Established and maintained relationships across industries to improve marketability• Conducted research concerning vendors and tradeshow markets• Purchaser and logistics coordinator for this technology-driven corporation

• Independently organized sales and marketing for growing company• Managed accounting and administrative details.

Denver, Co, Us

• Created and managed grass-roots political and fundraising campaigns that raised hundreds of thousands of dollars• Trained hundreds of activists in the fundamentals to creating physical and personal connections with potential donors

Bachelor Of Arts (Ba), Political Science

Education record