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. Identify and support employee growthand career advancement opportunities.● 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 integration, and a strategic roadmap for future hires.● Collaborate closely with departmental leadership – including global heads of CustomerExperience, Sales, Strategy, and Telematics – to co-create strategic workflow SOPs designedto streamline departmental relationships and enable an enhanced customer experience.● 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, technical support, strategic planning, productreleases and more.

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 effectively with clients and cross-functional stakeholders. ● 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 alignment on SOPs amongst affected departments.● Collaborated with departmental leadership on the development of client churn-risk/client health sections within SalesForce, which are currently being utilized as the blueprint for company direction decisions made by the Executive team● Continue to collaborate closely with functional heads of Sales, Product, Hardware, and Implementation teams to ensure product roadmap and utilization strategies consistently ladder-up to long-term client success and results-driven efforts

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 evaluations. ● 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 Route, and Mobile.● 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 process to increase client retention.● 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. Developed a specific focus on recovering, retaining, and growing high-revenue, high-volume, and high-churn-risk (low NPS) accounts.● 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 clients’ departmental goals, better integrate application solutions into their technology ecosystem, establish growth benchmarks, and optimize utilization adoption. This retention was achieved throughout periods of operational transitions and a dual company merger on Transloc’s part.● 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.• Delivered required reporting, including customer network reporting, monthly and quarterly performance reports. Generated SLA compliance reports as required and ad-hoc reports to evaluate network needs.• Provided strong scrutiny of individual technical incidents and problems impacting customers’ service, availability, and escalation of incidents to appropriate levels in the proper organization.• Created detailed root cause analyses or Reason for Outage reports in response to critical customer outages or catastrophic network issues for nominated customers.• Served as a bridge between internal departments and end user, by continuing, frank discussions to understand and manage performance/service expectations.• Coordinated and enhanced communication between the cross-functional teams assigned to customer support activities.

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 field engineers and monitoring projects to completion.• 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