Daniel Rose

Daniel Rose Email and Phone Number

Customer Success Executive | Builder | GTM & Revenue Obsessed | CX Operations & Strategy @ Alation
Daniel Rose's Location
Salt Lake City Metropolitan Area, United States, United States
Daniel Rose's Contact Details
About Daniel Rose

Data-driven and revenue-oriented CX executive with 20+ years in executive-level customer-facing roles. These include building customer experience/success organizations from the ground up, focusing on business value, and developing lasting relationships. Passionate about the development and growth of operations. Demonstrated track record of proactively driving customer-centric goals for high-profile information technology companies. Directs talented teams across multiple geographic locations to enhance enterprise customer account acquisition and retention. Communicates a clear strategic vision for the customer experience and leads through influence and consensus building, drawing on unique backgrounds and forging personal connections in the nonprofit world. Key Customer Experience & Success Leadership: Architect and scale customer success programs ($0 - $150M) driving achievement of value-based outcomes, and championing an environment for ongoing strategic customer success. Post-Sales Architect: Design, hire, scale, and overachieve in customer success management, professional services, customer support, CX operations, escalation management, knowledge management/self-service and account management. Customer Success Team Development: Attracts, retains, and motivates high-performance teams, establishing key metrics to track customer satisfaction and driving the delivery of measurable impact to enhance customer satisfaction scores. Executive Relationships: Works closely with the executive team and board of directors to develop customer satisfaction and growth strategies for current and potential customers, ensuring sustainable scalability. Technical Savvy: History of success in highly technical and challenging roles, requiring a good working knowledge of engineering, big data, real-time analytics, machine learning, data governance, and data analysis tools (SQL, Tableau, and PowerBI).

Daniel Rose's Current Company Details
Alation

Alation

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Customer Success Executive | Builder | GTM & Revenue Obsessed | CX Operations & Strategy
Daniel Rose Work Experience Details
  • Alation
    Vp Of Global Customer Experience
    Alation Feb 2024 - Present
    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.
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  • Alation
    Vp Of Global Technical Services
    Alation Sep 2021 - Feb 2024
    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.
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  • Rose Management Consultants
    Chief Customer Officer & Principal
    Rose Management Consultants Jan 2014 - Present
    • 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.
  • California State University - East Bay
    Advisory Council, Cx Program
    California State University - East Bay Aug 2021 - Feb 2024
    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.
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  • Swiftlane
    Customer Success Advisor
    Swiftlane Aug 2021 - Jan 2022
    San Francisco, California, Us
    Working with the Swiftlane teams to help them scale their support and customer success process.
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  • Datasembly
    Vice President Of Customer Success
    Datasembly Mar 2021 - Aug 2021
    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.
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  • Imply
    Vp Ww Customer Success
    Imply Jan 2020 - Mar 2021
    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.
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  • Imply
    Head Of Customer Success
    Imply Jun 2018 - Jan 2020
    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.
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  • Qubole
    Director Of Global Customer Success
    Qubole May 2017 - Jun 2018
    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.
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  • Qubole
    Customer Success Senior Account Manager
    Qubole May 2015 - Apr 2017
    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.
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  • Unify
    Senior Manager Of Customer Success
    Unify Oct 2014 - May 2015
    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.
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  • Viewpoint Construction Software
    Senior Manager, Customer Success Team (Acquired By Bain Capital)
    Viewpoint Construction Software 2012 - Sep 2014
    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.
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  • Maxwell Systems
    Manager, Customer Success
    Maxwell Systems Feb 2012 - Apr 2013
    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.
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  • Maxwell Systems
    Support Manager
    Maxwell Systems Oct 2009 - Jan 2012
    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.
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  • Maxwell Systems
    Senior Support Technician
    Maxwell Systems Feb 2006 - Dec 2009
    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
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  • Envision Media
    Traffic Manager
    Envision Media Jun 2004 - Jun 2005
    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
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  • Bridgewater Design
    Operations Manager
    Bridgewater Design Sep 2001 - Jan 2004
    • Independently organized sales and marketing for growing company• Managed accounting and administrative details.
  • U.S. Pirg
    Director & Field Manager
    U.S. Pirg Jan 1996 - Sep 1999
    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
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Daniel Rose Skills

Salesforce.com Enterprise Software Saas Cloud Computing Training Crm Customer Satisfaction Project Management Software As A Service Customer Service Leadership Customer Relationship Management Troubleshooting Team Building Customer Advocacy Management Account Management Customer Success Coaching Big Data Strategy Software Implementation Program Management Software Project Management Customer Escalation Management Solution Selling Call Centers Microsoft Excel Teamwork Strategic Account Development Amazon Web Services Employee Training Hands On Training Staff Management Problem Solving Customer Reference Sales Hadoop Microsoft Word Training And Development Mentoring Hiring Knowledge Management Public Speaking Team Leadership

Daniel Rose Education Details

  • Lewis & Clark College
    Lewis & Clark College
    Political Science
  • Cabrillo College
    Cabrillo College

Frequently Asked Questions about Daniel Rose

What company does Daniel Rose work for?

Daniel Rose works for Alation

What is Daniel Rose's role at the current company?

Daniel Rose's current role is Customer Success Executive | Builder | GTM & Revenue Obsessed | CX Operations & Strategy.

What is Daniel Rose's email address?

Daniel Rose's email address is da****@****ion.com

What is Daniel Rose's direct phone number?

Daniel Rose's direct phone number is +183142*****

What schools did Daniel Rose attend?

Daniel Rose attended Lewis & Clark College, Cabrillo College.

What are some of Daniel Rose's interests?

Daniel Rose has interest in Children, Social Justice Campaigns, Civil Rights And Social Action, Environment, Education, Animal Welfare, Health.

What skills is Daniel Rose known for?

Daniel Rose has skills like Salesforce.com, Enterprise Software, Saas, Cloud Computing, Training, Crm, Customer Satisfaction, Project Management, Software As A Service, Customer Service, Leadership, Customer Relationship Management.

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