Dave Packhem Email & Phone Number

Boston, Ma, Us

Supporting the mission to eliminate every barrier to mental health

Managed supplier portfolio of >$225M annual revenue. Directly owned account relationships with 3-5 top accounts and provided oversight and escalation for ~40 suppliers managed by my team of four Supplier Relationship Managers. Created templates and playbooks for monthly supplier business review meetings that enabled larger portfolio sizes while prioritizing the highest opportunity suppliers.- Coached two top Lighting suppliers to improve sales performance on Wayfair from -15% to +10% YoY growth. Conducted in-person business reviews and persuaded suppliers’ senior leadership to invest in lower costs, promotional discounts, advertising, and merchandising improvements. Held suppliers accountable for commitments and refined recommendations over time to maximize performance.- Conducted monthly business reviews for the Lighting category including ~8 cross-functional teams. Managed the meetings to celebrate successes, learn from failures, and align on next steps to ensure bi-annual KPI goals were met or exceeded: reduced wholesale cost by 5%, increased supplier advertising spend by 10%, reduced incident/returns cost by 10%.

Built a 12+ month roadmap to improve cross-sell merchandising and executed initiatives across product management, engineering, design, analytics, and data science teams that increased annual revenue >$50M. Hired, developed, and managed a team of four Managers and Sr. Associates.-Built a data flow model and reviewed historical data to identify the root cause of inaccuracies in the most profitable cross-sell feature on the website. Updated the data collection process to accurately capture the data going forward. Utilized a text matching model and offshore resources to increase data coverage +10% in the four most impactful product categories.

Managed customer success team of 25+ Solution Delivery Directors, Managers, and Consultants servicing 20 customers and $15M annual revenue. Prioritized resources across competing, concurrent customer engagements, and internal initiatives to drive business growth and efficiency gains.- Improved ongoing software and professional services profit margin from 65% to >70% by reorganizing the team into more efficient pods grouped by customers and resources. This initiative drove an increase in upsell work accomplished by the same team. Recognized as a major contributor to the successful acquisition of SHYFT Analytics by Medidata Solutions.- Designed performance tracking and directed quarterly business reviews including revenue, upsell, profit margin, quality, and customer satisfaction. This improved executive visibility of opportunity areas, created alignment on improvement plans, and we exceeded subscription profitability goals by 6%.- Developed a new customer hand off process from implementation to ongoing customer success team that resulted in higher customer satisfaction scores and helped increase subscription profit margin by 5%.- Took point to address a common customer frustration of CRM system integrations taking too long. Collaborated closely with leaders of implementation, sales, solution architecture, and product teams to identify a specific part of the process that was more complex than expected. Created a playbook for setting proper customer expectations and gave product feedback to help simplify future integrations.

Directed strategic relationships and ongoing software and professional services engagements for 5-7 customers and $6-8M annual revenue. Hired, developed, and managed 10+ Managers and Consultants.- Increased annual revenue by 100% ($1M to $2M) with a marquee customer by expanding partnership to another therapeutic area. Conducted solution design, pricing and effort estimate modeling, and presented proposals to the customer. Lead implementation and solution rollout to 500+ end-users.- Salvaged relationship with largest customer by performing monthly engagement performance reviews with key sponsors. Provided visibility to impactful issues on the customer side and implemented cross-functional preventative measures to significantly improve solution quality (reduced quarterly critical issues from 3+ to 0-1).

Oversaw day-to-day customer relationship, ongoing solution delivery, project planning / management processes, and prioritization for 1-3 customers and $2-3M revenue. Led software platform implementations and ongoing change management delivery with teams of consultants (direct reports) and developers / engineers (matrixed).

Progressively expanding scope and responsibility delivering data management and analytics solutions to life sciences customers. Primary responsibilities included:- Understanding customer needs.- Recommending best practices.- Requirements gathering and documentation.- Partnering with Technical team on solution development and configuration.- Software platform implementation.- Ongoing change management to meet business needs.- Managing tactical customer relationship.