Danny Mcphaul Email & Phone Number

Raleigh, NC, US

• Building foundational structure of organization’s inaugural Customer Success Manager (CSM) teamwhile prioritizing client relationships, retention, and growth, as well as cross-departmental productivity.
• Oversee organization’s Customer Success Team, composed of 10 Customer SuccessManagers (CSMs) and 1 Senior CSM. Provide daily coaching leadership and problem-solvingmentorship to ensure optimal team performance..
• Redesigned team’s hiring and onboarding processes by identifying and correcting gaps andinefficiencies, resulting in: the successful hire of 7 additional CSMs, greater efficacies inemployee onboarding and team.
• Collaborate closely with departmental leadership – including global heads of CustomerExperience, Sales, Strategy, and Telematics – to co-create strategic workflow SOPs designedto streamline departmental relationships.
• Created annual performance review process for the CSM team, which subsequently servedas the model for other organizational departments in the development and rollout of theirteam performance review system.
• Planned, organized, and executed 2 CSM team workshops, collaborating with Product,Sales, and Support teams to gain consensus on workshop goals and actionable outcomes.

• Mentored 3 CSMs, directly contributing to the career advancement and promotion of oneCSM to a Senior CSM role.
• Designated CSM team’s representative point of contact in advocating for team needs andcustomer feedback amongst organizational leadership.
• Served as primary voice of customer for 45 Ford Pro electric charging commercial clients,with responsibilities including: client onboarding, logistical readiness and productimplementation, training and education.

Durham, North Carolina, United States

• Driving client loyalty, retention, and growth efforts through collaboration with key stakeholders to strengthen product adoption realize greater efficiencies, and improve operational outcomes.
• Oversee the organization’s Client Success Team composed of 7 Client Success Managers (CSMs) and 2 Senior CSMs. Closely manage and motivate team on a daily basis, working to improve their ability to communicate.
• Develop departmental talent via interviewing, coaching, mentoring, and advocating for advancement opportunities, leading to the promotion of two direct reports and one lateral career transition within the company
• Coached Client Success Team through company’s recent acquisition by Modaxo, maintaining morale, answering questions, and keeping team informed of all relevant changes impacting their roles and clients
• Collectively support the satisfaction and successful retention of over 800 clients valued at $12MM in annual recurring revenue
• Lead the development of SOPs establishing firm guidelines around the Client Services Team’s roles, responsibilities, and accountabilities in relation to cross-departmental interactions. Achieved agreement and shared.

Durham, North Carolina, United States

• Onboarded, trained, and actively mentored 5 CSMs, directly contributing to career advancement and the promotion of one CSM to a Senior CSM. Supported senior management in key hiring initiatives, interviews, and.
• Worked closely with executive leadership on key organizational imperatives, including revamping of the Client Advisory Board. Advocated for client perspective at pivotal product meetings, such as Demand Response, Fixed.
• Led cross-departmental collaboration and problem-solving efforts with internal partners including heads of Sales, Product, Hardware, and Implementation. Spearheaded the design and implementation of a new company.
• Advised marketing and communications department to align the voice of the client with content and promotional strategies
• Routinely sourced by industry influencers to provide perspective on the organization’s commitment and approach to client success

Raleigh-Durham, North Carolina Area

• Served as primary client champion within the company’s inaugural Client Success Team, supporting critical functions of client service, retention, and product integration for 44 university transportation clients..
• Sustained 90% retention of client base, including 80% retention of the company’s highest churn-risk clients – representing $1.6MM annual recurring revenue – through proactive engagement to more effectively understand.
• Increased one prior churn-risk account’s ARR by 300% in less than 2 years, representing the company’s largest On-Demand client in its 16-year history
• Collaborated routinely with Sales on client renewal and relevant upsell opportunities to advance clients’ business goals through all phases of the client lifecycle
• Identified and recommended key clients for beta product testing

Cary, NC

• Acted as a trusted advisor with new and existing accounts to ensure their success and build value in products such as Data Exchange, E-Business, and Print Solutions.
• Pioneered customer support team’s expansion into US territories; architected key operational systems, tools, and processes critical to growing the company's US market share to 20 clients within one year.
• Provided support services on K8 Data Exchange and represented the customer in the development of design, setting specifications, and implementation of business solutions.
• Oversaw start-up activities including configuration, set-up, and training, as well as post-implementation support and quality assurance of application software.
• Worked closely with engineering and with members of the support team to track the progress of feature requests and the elimination of bugs.

Cary, North Carolina

• Managed the post-sale relationships with key clients including CSX Corporation, Chrysler Automobiles, and Advance Auto Parts.
• Responsible for $30 million/annual revenue for financial obligations related to Service Level Agreements (SLA).
• Coached, developed, and mentored a team of 23 reports, ensured smooth communication within the account team and other cross-functional teams
• Organized all internal & external resources to deliver cost-effective service and maintained compliance with customer contractual commitments.
• Ensured accurate reporting and financial management to ensure compliance with contractual obligations and SLA’s, including billing account strategy, setup, and optimization.
• Developed strong Network Optimization and security, including customer diversity requirements, network diversity planning and network hardening on installed services.

Morrisville, NC

• Ensured effectiveness of global Cisco network support, by providing remote and on-call assistance and analyzing client listings for logistical errors. Guaranteed customer satisfaction by delivering action plans to.
• Achieved a customer satisfaction rating of 96% by troubleshooting client issues efficiently.
• Received a performance-based promotion to Pre-Call Team Lead and directed a team of 5 reports; aligned individual tasks with team member strengths and provided individual performance feedback.
• Met and exceeded project goals and deadlines by driving team performance, tutoring and mentoring individual team members.
• Improved Weekly Performance Report accuracy by 40% through the implementation of an employee tracking practice and coaching of best practices to team members.

Burlington, NC

• Delivered a superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems at the point of contact.
• Managed an average of 60 calls per day, coordinated orders, fielded inquiries, solved problems, and provided product support through phone, mail, email, fax, and online chat.
• Built value-based relationships with customers through active listening and interpersonal skills, situational empathy, and a dedication to delivering exceptional customer service.
• Cross-trained and provided back-up for other customer service representatives as needed. Mentored and trained new staff around best practices.

Greensboro/Winston-Salem, North Carolina Area

Mcleansville, NC

Greensboro/Winston-Salem, North Carolina Area

Bachelor’S Degree, Communication And Media Studies

High School, Various Courses