Deann Backus Email & Phone Number

Santa Ana, California, United States

In my most recent role, I have created training manuals and quick startguides for internal team reference. I oversaw development and execution ofcustomer retention initiative. I have conducted testing and qualityassurance, as well as trained agents and championed vendor integrationsolutions. I have provided advice to sales representatives regarding the useof software and integration features with outside vendors.The achievements from this role have included the following:- Increased monthly adoption and usage among end users of product by 3%-5%.- Enhanced quarterly market share by 15%-18% through execution of customerretention initiative (created by project management team).

Salt Lake City, Utah, United States

South Jordan, Utah, United States

During my tenure as Senior Operations Manager/ Customer Success Manager,Software Trainer, I have developed and fostered connections with customersby interacting with sales managers and clients as the subject matter expert.I have cultivated and maintained relations with clients through monthly andquarterly business strategies and reviews. I have improved billing processesvia coordination with accounting department.The values I have driven during this role include the following:- Assisted in maintaining year over year revenue growth rates by 20% to 40%.- Enabled company to keep all existing workforce after acquisition.

Irvine, California, United States

During this role, I have developed and implemented end user trainingcurriculums as well as developed an online library of tutorial style tips andtricks for administrator and end user. I have conducted testing and qualityassurance on new enhancements and features. I have participated in industryconvention and trade shows. I have created and revised marketing pieces formonthly customer distribution by collaborating with marketing team. Managedvarious accounts and worked diligently to meet and exceed performance goals.I have accomplished operational objectives by developing and headingimplementation and onboarding team. I have assisted development and QA teamfor product development, testing, and release.The values I have driven during this role include the following:- Played an integral role in growing Startup Company to acquisition.- Cultivated and maintained strong relations with C-Suite clients andmanagers to enhance workflow efficiencies.- Obtained beta testers feedback and reporting; method resulted infrequent software releases, with an average of 83% on-time deliverysuccess rate.- Conducted monthly and quarterly business reviews, which led toincreased client retention and revenue growth of 20-40% annually.- Developed and established customer success department, resulted insatisfied customers, great revenue growth, which further led toacquisition of the company by Fortune 500 Company.