Darin Stowe Email & Phone Number

Indianapolis, Indiana, United States

Indianapolis, Indiana, United States

Direct the operations of Customer Success focused on providing customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services and that will drive sales and increased revenue. Customer Relationship Management (CRM):• Develop strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle and that promote retention.• Establish and nurture strong, long-term relationships with senior-level customer contacts. Account Strategy:• Develop and execute strategic account plans for key customers, outlining goals, milestones, and success metrics.• Identify opportunities for upselling, cross-selling, and expansion within the account.Product Knowledge:• Deep product knowledge to help customer success team increase customer trust, satisfaction, loyalty, and retention, to drive business growth and revenue.Customer Onboarding:• Collaborate with cross-functional teams to address technical and operational requirements.• Set expectations and measurable milestones.• Design and deliver onboarding activities to help customer learn and use our product and service effectively.Customer Health Monitoring:• Continuously track and analyze the changes in customer health scores over time and address potential opportunities.• Net Promoter Score / CSATIssue Resolution:• Resolve complex customer issues and escalations timely and effectively.• Cross-functional collaboration to find solutions and opportunities.Data Analytics:• Utilize data collection and feedback mechanisms to identify/understand customer needs and challenges and design action plans.• Create and present regular reports on customer success metrics and outcomes using CRM (Microsoft Dynamics).Team Mentorship• Servant leadership• Cultivate and develop exceptional talent through personalized coaching and strategic leadership.

Indianapolis, Indiana Area

•Orchestrated 38% increase in license activity, achieving an 11/1 Return on Investment (ROI) in Annual Contract Value (ACV) uplift. Strategically focusing on empowering customers to maximize the value of their investment, increasing renewal rates and generating substantial opportunities for new business.•Surpassed targeted metrics focused on implementation, product adoption, return on investment, and renewals while leading the North American Product Architects. •Exceeded or attained monthly, quarterly, and yearly business targets across multiple critical metrics encompassing areas such as engagement time, product adoption, CSAT scores, utilization, capacity, demand, backlog, renewals, margin proximity, and the creation of new opportunities.•Fostered strong partnerships in order to ensure that the vocie of the customer (VoC) was heard and taken into account by all departments. This resulted in the development of customer-centric strategies and solutions, as evidenced by the success of the Success Program customer engagements, high CSAT Scores, successful business outcomes, and closed loop customer retention•Cultivated a team of more efficient and effective success resources for every customer engagement by partnering closely with the Success Programs team while enhancing the current structure. Resulting in a more streamlined and impactful customer engagement process, ultimately enhancing the ability to deliver exceptional value to the customer.•Led a cross-functional team of 50 customer success managers/consultants responsible for implementing a comprehensive customer engagement strategy that resulted in a 20% increase in client satisfaction.*Drew customer satisfaction insights by monitoring customer data, tracking customer survey results, front-line employee feedback, customer retention reports, identifying root cause and provide cross-functional recommendations across Salesforce focused on continuous improvement.

Indianapolis, Indiana

• Initiated and developed Customer Satisfaction Program Office.• Lead Global Customer Program Team and received the Best Sales Support Award.• Set direction and defined priorities for Global Program Managers insuring all regions globally were equally supported which lead to increased global revenue and customer loyalty.• Utilized Agile methodologies for standardizing PMO project management tools, collaboration, prioritization, team accountability and visibility resulting in projects delivered on time and within budget.• Lead PMO in execution of multiple simultaneous projects (both product and process) by utilizing critical path methodology, which in-turn helped limit risk of project delay.• Responsible for interfacing with customers to define requirements and coordinate design efforts and future release schedules with Engineering Team leading to increased customer return on investment.• Responsible for limiting scope creep by keeping cross-functional team focused on agreed upon deliverables while still meeting commitments and quality standards.• Facilitated project reviews with purpose of providing Executive Staff with project status, budget, risks and customer impacts.• Contributed key customer insights to develop business strategies to anticipate market changes.• Ensured PMO applied principles of Six Sigma to improve process controls and implement measureable solutions that ensured customer satisfaction by delivering projects on time and within budget.• Team served as single point of contact for escalations pertaining to customer satisfaction.• Executed annual Customer Relationship Survey (Net Promoter) and drive improvements accordingly.

Indianapolis, Indiana Area

• Responsible for leading cross-functional teams in the development and enhancement of cable network test products.• Project Manager for major corporate initiatives• Manufacturing Outsourcing (Led Four Outsourcing Initiatives)• Call Center Consolidations (Led Two Consolidation Initiatives)• Acquisition Integrations (Led Three Integrations)• Ensured project teams were properly staffed to meet objectives and goals. Worked with Competency Management and Staff to gain proper team resources.• Developed Master Project Schedule and ensured cross-functional team mey the defined objectives.• Developed project budget and tracked expenditures throughout the life of the project.• Chaired project meetings, defined agendas, assigned action items and ensured accountability.• Raised visibility of issues as necessary and removed roadblocks that affected the team’s ability to execute to schedule.• Encouraged teamwork through frequent meetings, open communications and team building• Developed contracts and managed subcontractor efforts of various types including requirements definition, contract administration, negotiation, and budget management.• Developed, optimized, and provided process definition across multiple cross-functional disciplines.• Partnered with Operations Department to schedule and execute Pilot and Prototype Production Builds.• Documented user feedback and provided inputs to the design engineers.

Indiana / New Jersey

• Managed product development projects from concept through production for the United States Navy in the area of Weapons Test Equipment. Defined initial requirements, obtained management approvals, ensured tasks and milestones were met in a timely manner, regularly reported status, and raised the visibility of issues to upper management as necessary to ensure timely completion.• Presented cost-benefit analysis for DOD projects to Pentagon officials • Responsible for defining customer requirements and matching them to the capabilities of the industry regarding weapons test equipment. Developed contracting, marketing, and technical documentation to support the pursuit of new and modified equipment per U.S. Navy requirements.• Secret Clearance

• Responsible for the assembly, maintenance, and repair of nuclear-capable ballistic missiles carried on submarines and their associated advanced electronics and electromechanical navigation and targeting systems. • Navy Enlisted Submarine Dolphin Badge – Submarine Specialist• Top Secret Clearance

Master Of Science (M.S.), Business Management

Bachelor Of Business Administration (Bba), Management, Logistics, Operations