David Payton Email and Phone Number

As a Customer Success Manager, I develop strategies in tandem with construction management teams to ensure their long-term success with our technology and as a business. My efforts focus on company-wide solutions including software best practices, increasing time to value efficiency and engaging key stakeholders / collaborators.I am passionate about the role technology plays in the Construction industry and serve as the primary point of contact for Enterprise clients. The most rewarding part of my role is to see what our clients can accomplish with the time savings and quality improvements that Procore provides for their projects.I proactively engage in both positive and challenging conversations with clients daily to improve their experience and encourage adoption. I act as a partner and consultant to my book of business and coordinate across teams to deliver technical solutions, case studies, product roadmaps, and coaching to our clients and to propel business growth objectives. My contributions in 2022 led to 99% Gross and 130% Net Retention across a proactively managed book of business of $7M. In 2023 I took on a wider range of accounts & responsibilities whilst delivering similar results with 97% Gross and 114% Net Retention.

In this role I worked directly with the delivery of Procore solutions to company executives and their project teams to ensure successful execution of their goals as a business. Regular activities included quarterly business planning, virtual & in-person trainings, value analysis, alongside continued support and technical guidance. I regularly managed $7M in recurring revenue across the western United States, strengthening our client relationships and taking a first hand approach to driving forward field technology adoption. My contributions in 2021 led to a 98% Gross and 121% Net Retention, and a 97% customer satisfaction rating across my book of business.

- Pioneered our product and brand in a new market and helped establish the framework for customer success as part of a small team overseeing client relations, support and customer success in Latin America.- Traveled to throughout Latin America to conduct corporate level training, foster relationships and serve as a product consultant to our clients in the region. - Managed $4M in recurring revenue across the United States and Latin America by conducting over 50 in person on-sites, value consultations and continued support for our customers.

- Served as a dedicated technical support contact to enterprise clients by building a relationship with key stakeholders and both resolving / managing priority casework.- Streamlined communication between Product Managers and Engineering to ensure our product road map best serves our clients and reduces time to resolution of support cases.- Evaluated and presented customer support analytics internally to identify patterns & take proactive action as well as sharing customer-specific analytics with clientele to assist coaching efforts within their company.

- Delivered customer delight through first-hand assistance with technical issues, best practices and how-to knowledge of Procore via phone, live chat, and Email.- Coached & mentored colleagues on troubleshooting techniques such as leveraging testing environments, efficient use of knowledge-base platforms and execution of order of operations / tools.- Built a strong foundation of experience with clients, consistently exceeding 95% Customer Satisfaction and quick time to resolution by solving client issues alongside clients that would lead to future roles at Procore.

Conducted outreach to local businesses and organizations with information regarding the leasing of commercial space in San Diego County. Managed client appointment scheduling for site tours and meetings to aid businesses in relocating, purchasing, expanding or leasing space. Provided additional direct support to executives through the:• Preparation of Real Estate Data, Reports & Broker Price Opinions (BPO's)• Publication and Maintenance of Online Marketing Materials• Prioritization of Property Improvements & Requirements Prior to Listing• Support of Multiple Sites & Office (Locks, Mail, Visits, Email, Phone, etc.)

Led a group of nominated high school students through a summer exchange program in Chile. Guided interactive learning by engaging students in academic coursework at a local university, volunteer work at community shelters and field activities highlighting ecologic restoration projects in Chile. I was responsible for student engagement, travel logistics, coordinating activities with Chilean nationals and student welfare while abroad.

Guided clients through the gathering of information, finance and delivery of purchasing a vehicle. Represented the Ford vehicle lineup promoting and aiding in the understanding of vehicle performance and characteristics. Managed personal CRM and followed up with future and past clients on a regular basis.

Served as a Community Advocate for the 2013-2014 academic year in the international living residence halls. Coordinated community events with residents that promoted environmental sustainability, community health and academic success. Mentored individuals through challenges at school or at home and worked with safety officials.

Gave university tours to prospective students and their families lasting an average of two hours each. Catered to student specific interests and needs about the university while providing a wealth of information regarding the campus. Ambassador representing the university across California and volunteer during seasonal events.

Mentored incoming students during the Educational Opportunity Program's summer bridge and first year experience. Co-facilitated a university course to aid and support first-generation college students in transition to university. Developed lesson plans and academic success seminars as supplemental elements to the existing curriculum as well as following student success plans.