Daniela Carrasco Email & Phone Number

Santa Monica, California, Us

Manage and mentor 8 SMB & Enterprise Account Managers with Total BOB of 400+ national accounts Increased NRR through systematizing best practices through customer lifecycle playbooks including onboarding, adoption, expansion, risk and renewalBoosted product adoptions by 5% through analysis of customer usage data to determine success metrics for high performing customers and created systems and processes to encourage engagement among at risk client within the first 60 days Created customer health score to identify churn risk and expansion opportunity by tracking usage, adoption, NPS and customer feedback surveysDesigned CSM strategy, including coverage modeling, revenue processes, playbook design, customer health data management, and reporting utilizing tools such as Salesforce, Outreach, Gong, and Gainsight to achieve 15% churn reduction and 40% increase in team productivity Developed ARR retention and expansion strategies utilizing data and metrics around customer engagement and growthCreated dashboards, customer reporting, pipeline, and annual forecastingAligned org-wide stakeholder groups including Sales, Customer Support, Operations, Marketing, Product and executive teams to build consensus and drive results to increase 10% in services revenue QOQ

Tel Aviv, Il

Revamped customer lifecycle strategy implementing best practices resulting in 10% product adoption increase, 15% upsells, and 95% renewalsManaged a team of 12 SMB & Enterprise revenue ownership CSMs to manage the overall health and care of accounts totaling $60M in ARRSpearheaded CSM department expansion to APAC, including Interviews and hiring for both management and CSM positionsServed as the primary lead for developing further retention and expansion strategies with key stakeholders that provided existing customers more value from product listingsBuilt scalable and repeatable processes to manage the Customer Success lifecycle through playbooks, best practices, and industry benchmarks to achieve 100%+ QOQ team target attainmentPartnered cross-functionally with other departments such as Support, Marketing, and Product to ensure that customer needs and the voice of the customer were heard, understood, and prioritized

Seattle, Washington, Us

Employee number 13 and key member of the team responsible for building the company from $5M in 2017 to $20+M in 2021Built and scaled Customer Success Department from the ground up to a team of Managed 5 SMB & Enterprise CSMs: creating playbooks strategies and processes that delivered consistent customer satisfaction from onboarding through all phases of the customer lifecycle Helped enable company acquisition through driving high retention rates of at least 98% while increasing ACV of 92% of customers. Drove high customer engagement in key operational areas, including contract renewals, product and service adoption, and revenue expansion Defined and developed playbooks for; On-boarding, implementation, training, Q & A's, 30 / 60 day reviews and QBRsCollaborated with Sales, Marketing, and Product teams to provide insights and feedback on customer usage trends and feature requestsDefined yearly CSM forecast, account plans, targets, and objectives for client management and growth

Seattle, Washington, Us

Salt Lake City, Utah, Us

Created and executed the overall vision and strategic plan for the customer success organization; focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvementsCreated, hired, mentored, and scaled Customer Success team from 1 to 10 CSMs90% ACV increase from 2015 to 2017 that lead to $1M in ARR Developed strategies with Leadership, Engineering, Sales, and Finance to achieve a +30% increase of monthly subscriptionsDefined and developed the customer journey by creating playbooks for; On-boarding, implementation, training, Q & A's, 30 / 60 day reviews and QBRs

Salt Lake City, Utah, Us

Memphis, Tn, Us

Oversaw the creation and implementation of fundraising marketing plans for events such as: galas, 5k walks, golf tournaments, collegiate events and radiothons *+75% funds increaseRecruited, trained, and managed sub-committees, participants, and corporate sponsor for all midwest events *30% participation increaseBuilt partnerships with iHeartMedia, Univision Radio and Cumulus Media to join the more than 300 radio stations across the country to help raise more than $600 M for St. Jude

Memphis, Tn, Us

Assisted low - income families in the Las Vegas area by providing them with free individual tutoring and resources to support the student’s scholastic successSupport goal setting, address individual student strengths and weaknesses, build academic self-confidence and encourage motivationAssisted students to reach their full potential

Burbank, California, Us

Editor: - Edit and encode segments on Edius- Edit out show commercials and tags on Final Cut Pro- Review final videos prior to airingWriter: - Write scripts for segments featured on the show through iNews- Review press kits and write weekly web segments for VegasMorningBlend.com through ClickabilityAssist Producer: - Assist with the production of the rundown, camera cues, and graphics on iNewsPublic Relations: - Ambassador between guests and executive producer - Promote guest’s segment to my best ability on the show’s website - Interact with all guests and inform them of all logistics of the show

Burlington, Ma, Us

Reporter/Producer:- Cast interviews with NAB attendees - Host celebrity interviews with filmmaker Kevin Smith and True Blood Editors - Produce stories for AVID Technology of the 2011 NAB Show

Adult ESL TutorProvided basic literacy education classes for students with learning challenges through classes such as: ESL, GED Preparation and Career Pathways to prep students to join the workforce