Dawn Craft Email & Phone Number

San Francisco, California, Us

San Francisco, California, Us

As a dedicated Customer Success Manager at Okta, I take pride in cultivating strong, long-lasting partnerships with enterprise clients. My mission is to ensure seamless strategic alignment between their business objectives and Okta's innovative capabilities. By leveraging my in-depth understanding of both the clients' unique needs and Okta's cutting-edge solutions, I orchestrate tailored strategies that drive exceptional value and tangible outcomes.With a customer-centric approach, I proactively engage with clients to identify opportunities for growth, optimize their usage of Okta's platform, and address any challenges they may encounter. Through fostering open communication and building trust, I facilitate a collaborative environment that paves the way for mutual success.Passionate about empowering businesses to thrive in the digital landscape, I continually stay abreast of industry trends and best practices, ensuring my clients remain at the forefront of innovation. With a keen eye for detail and a focus on results, I am committed to delivering an unparalleled customer experience and helping organizations harness the full potential of Okta's solutions.As a Customer Success Manager, I am driven by the shared success of my clients and Okta, and I look forward to forging new partnerships and nurturing existing ones to achieve even greater heights.

In this role, I manage a $100mm annual pipeline of residential loan transactions for a top producer/VP. This includes conducting an in-depth analysis of consumer data and loan packages to determine credit risk and acquire approval for optimal programs. I lead and coach a five-member team to process 30 to 75 monthly loan applications and facilitate up to 40 monthly closings, ensuring regulatory compliance and customer satisfaction. I communicate with clients and internal and external stakeholders throughout the process to attain strict deadlines. I track monthly and quarterly conversion metrics, analyze referral data, and generate reports to propel data-driven decision making. I also facilitate training on loan analysis, program guidelines, and analytical tools to maximize performance and achieve customer satisfaction. I streamline processes to increase efficiency. My achievements include:• Analyzed income, financial, and credit risks, providing valuable customer feedback to drive the loan process.• Developed an upfront workflow that slashed new customer origination time by 50% and eliminated errors.• Launched a system that detailed 30+ touch points throughout the loan process, enhancing customer service and minimizing completion time.• Controlled over 40 active files monthly, ensuring contract dates and other milestones met by final contract date.• Assisted more than 1K families achieve homeownership.• Employed excellent organizational skills to manage 100+ daily calls and emails.• Served as an escalation point for difficult clients, investigating issues to determine root cause and drive resolution.• Championed a shared phone line for six team members, increasing deals closed and customer satisfaction.

Boise, Id, Us

In this position, I devised analytical and technical tools to stimulate customer success for this B2B software as a service (SaaS) company. I created accounts and facilitated onboarding and follow up sessions for new clients to ensure satisfaction and long term success on the platform. I hired and supervised two employees and monitored their performance to boost retention. I also trained sales representatives on new product releases and features to provide them with subject matter expertise (SME) to increase sales. I collaborated with the engineering and sales teams to address and resolve customer service and software issues. I oversaw fixes and communicated the status to clients. My achievements include:• Hired on with the company as a start-up and played an integral role in its transformational growth, resulting in the acquisition by publicly-traded Bankrate.• Spearheaded a new client onboarding process that decreased set up time by 25% and increased the six-month retention rate by 15%.• Maintained excellent account documentation and recordkeeping, providing sales reps with valuable data.• Functioned as the main point of contact for customers and as liaison for engineering stakeholders for complaints, increasing client satisfaction.• Developed the organization’s first user guide, new website, and virtual walk-through of the platform, slashing demonstration time for the sales team and advancing sales.

Boise, Id, Us

As a Data Acquisition Specialist I retrieved, translated and uploaded time sensitive data provided by financial institutions. This included processing guideline information and maintaining a pricing database, correcting mistakes and identifying new loan programs or errors. As a Pricing Specialist I also piloted the use of macros for a more streamlined approach in converting Excel files.