Derek Ford

Derek Ford Email and Phone Number

Customer Success Leader | Focused on team building, value delivery, and process excellence. @ Maven AGI
Derek Ford's Location
Austin, Texas, United States, United States
Derek Ford's Contact Details

Derek Ford personal email

n/a

Derek Ford phone numbers

About Derek Ford

Experienced leader with passion for building, growing, and leading teams in high-growth environments. Growth-minded and focused on the personal development of those I serve. Skilled in developing and implementing strategies that drive retention and growth. Significant experience driving execution and rigor of customer-first engagement programs. Proven ability to unlock and demonstrate value to some of the world’s largest and most recognizable brands.Excellent communicator with ability to inspire and motivate teams, organizations, and customers.

Derek Ford's Current Company Details
Maven AGI

Maven Agi

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Customer Success Leader | Focused on team building, value delivery, and process excellence.
Derek Ford Work Experience Details
  • Maven Agi
    Customer Experience
    Maven Agi May 2024 - Present
    Boston, Ma, Us
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  • Sprinklr
    Regional Vp, Customer Success
    Sprinklr Jan 2020 - Oct 2023
    New York, Ny, Us
    Regional VP, West -- February 2023 to October 2023Regional VP, Southeast + LATAM -- January 2020 to January 2023Led Large Enterprise division with 25 team members across three districts, 140 customers, and $80M+ ARR, consistently meeting retention goalsGrew LATAM team headcount 2.5x (Sao Paulo / Mexico City) and improved local ARR retention from 77.7% in FY20 to 91.5% in FY23, culminating in creation of new LATAM division and promotion of local RVP for FY24Drove execution and rigor of Success engagement processes utilizing VSEM methodology to identify, plan, deliver, and quantify value and ROI against customer goals and outcomesPartnered with executive and senior leadership to develop and implement strategic initiatives including forecasting methodology, Success engagement process, customer segmentation, headcount planning, customer health scoring, hiring methodology, and team training programsFacilitated team and individual OKRs and career development plans to foster personal and career growth
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  • Sprinklr
    Associate Director, Success
    Sprinklr Apr 2016 - Jan 2020
    New York, Ny, Us
    Awarded Americas Regional Director of the Year for 2017 with 96.7% annual team retentionManaged team of eight Success Managers, responsible for delivering team retention targets, ensuring adherence to operational cadence, interviewing and hiring for open roles, and forecasting to senior leadership team.Delivered frequent coaching and developmental guidance to team, promoting seven individuals into Senior Success Manager roles and one to a Regional Director role.
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  • Sprinklr
    Senior Success Manager
    Sprinklr May 2015 - Apr 2016
    New York, Ny, Us
    Managed Large Enterprise customer portfolio, achieving 96% annual retention.
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  • Meltwater Group
    Senior Key Account Manager | Customer Success
    Meltwater Group Oct 2012 - Apr 2015
    San Francisco, California, Us
    Managed portfolio of 75+ enterprise and high-value clients, including Meltwater's largest North American client. Consistently achieved monthly retention and net dollar expansion targets as well as various activity, quality, and NPS metrics.Developed strategic account plans and consulted clients on how to most effectively optimize Meltwater solutions, drive user adoption, and achieve business goals.Managed all customer support inquiries and worked with technical support, engineering, and various analyst teams.Led team of Customer Success Reps with combined portfolios of 300-450+ clients while maintaining management of personal key account portfolio; responsible for team gross churn and net churn targets and professional development of team members.Assisted in office recruitment efforts, conducting phone interviews and participating in group interviews as member of Meltwater interview panel.Selected as founding member of Meltwater Austin’s inaugural Customer Success team. Tasked with Zendesk rollout in Austin and responsible for driving local agent adoption, training team members on Zendesk platform, creating macros based on local needs, and providing feedback to management
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  • Meltwater Group
    Customer Success Manager / Senior Account Manager
    Meltwater Group Apr 2011 - Oct 2012
    San Francisco, California, Us
    Managed team of two to four account managers, with combined portfolios of 600+ clients while simultaneously managing personal portfolio of 150+ client accounts. Participated in new employee recruitment and oversaw professional development of team members, including training of new hires and advancing team’s knowledge in sales and renewal methodology, business acumen, and product and industry familiarity Contributed to promotion of four direct reports to Senior Account Manager positions Collaborated with internal business partners to drive portfolio growth and sales of additional Meltwater products to client base Consistently met personal and team renewal, churn, and bookings quotas
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  • Meltwater Group
    Customer Success Representative
    Meltwater Group Aug 2010 - Mar 2011
    San Francisco, California, Us
    Managed portfolio of 150+ Meltwater News clients across various industries, including technology, manufacturing, energy, agriculture, education and marketing and public relations firms.Consistently exceeded renewal, churn, and bookings quotas, finishing on or above target five out of seven monthsWorked with clients to create strategies, develop and implement custom solutions, and offer direct support across Meltwater’s news and social media monitoring solutions.
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  • Meltwater Group
    Sales Consultant
    Meltwater Group May 2009 - Aug 2010
    San Francisco, California, Us
    Managed entire client acquisition sales cycle, including prospecting, appointment setting, product demos, contract negotiations and cash collectionsDeveloped custom Meltwater News product solutions, targeting public relations, corporate communications and marketing executives and departmentsSpecialized in media analytics and reporting solutions to drive campaign strategy and provide competitive and industry intelligence
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  • Adp
    Regional Accountant Specialist
    Adp Jul 2007 - Mar 2009
    Roseland, New Jersey, Us
    Managed territory of over 300 Certified Public Accountants to generate referrals for new clients, acted as direct point-of-contact for service issues, and educated partners on new products and initiativesEstablished and grew strong, sustainable partner relationships via consistent activity, effective relationship management and maximizing resources through creative and valuable channel marketingActively profiled and maintained partner database for execution of corporate and regional sales initiativesQualified and distributed leads to cross-divisional business partners to generate additional revenueAcquired new accounts via daily calling, foot canvassing and effective channel management
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  • Station Wireless
    Sales & Marketing Specialist
    Station Wireless Jun 2004 - Jun 2007
    Consistently met or exceeded monthly unit and accessory quotasDesigned process and metrics to qualify and manage individual, small-business and corporate sales leadsCoordinated multi-channel advertising program, utilizing print, radio, television, direct mail and InternetGenerated leads as primary representative at community events and trade showsCreated and executed sales and marketing plans, consistently exceeding goals within budgetSpecialized in B2B services, contracts and high-end equipment to target small-business and corporate clients

Derek Ford Skills

Sales Management Account Management Sales Process Saas Social Media Direct Sales Sales Management Contract Negotiation Customer Service Solution Selling Sales Presentations Consultative Selling Key Client Relationships People Development

Derek Ford Education Details

  • California State University, Monterey Bay
    California State University, Monterey Bay
    General

Frequently Asked Questions about Derek Ford

What company does Derek Ford work for?

Derek Ford works for Maven Agi

What is Derek Ford's role at the current company?

Derek Ford's current role is Customer Success Leader | Focused on team building, value delivery, and process excellence..

What is Derek Ford's email address?

Derek Ford's email address is de****@****klr.com

What is Derek Ford's direct phone number?

Derek Ford's direct phone number is +191793*****

What schools did Derek Ford attend?

Derek Ford attended California State University, Monterey Bay.

What skills is Derek Ford known for?

Derek Ford has skills like Sales, Management, Account Management, Sales Process, Saas, Social Media, Direct Sales, Sales Management, Contract Negotiation, Customer Service, Solution Selling, Sales Presentations.

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