Devin Lane Email & Phone Number

Philadelphia, Pennsylvania, United States

AllVoices helps People Teams collect, investigate, and analyze workplace feedback in one secure platform. Plus, an AI Co-Pilot to surface trends and assist with manual tasks.- Strategic, proactive prioritization and management of book of business comprised of Enterprise and Mid-Market customers- Regularly meet with customers to validate goals, review data & metrics, and ensure Allvoices is meeting their needs. - Proactively uncover account risks and create strategic mediation plans. - Own customer expansion and renewals by negotiating pricing and terms.

Ann Arbor, Michigan, United States

- Managed ~40 SMB, Mid-Market, and Enterprise accounts focused on digitally transforming their sales, marketing, and UX strategies by understanding their business needs and value propositions. - Responsible for onboarding, training, business reviews, and renewals requiring strong project management skills. - Designed and executed continuous process improvements to optimize workflow and daily business operations. - Enhanced customer success platforms by introducing dashboards, tech-touch strategies, and playbooks.- Collaborated with cross-functional teams to address complex customer concerns and ensure timely resolution.

- Partnered with customers to build, manage, and promote their storefronts on the Knowde marketplace, ensuring a seamless onboarding and post-onboarding experience.- Conducted enablement sessions and created help center articles to improve the customer experience. - As an early CSM hire, I pioneered customer success strategies that optimized customer engagement.- Realized business growth by managing a robust portfolio of +80 SMB and Mid-Market accounts across industries.- Increased product adoption by +20% using high-tech, low-touch strategies that drive engagement and productivity.

Ann Arbor, Michigan, United States

- Leveraged customer success expertise to manage a book of business across various industries from SMB to Enterprise, Non-Profit to Fortune 500- Collaborated cross-functionally with Sales, Product, and Marketing to map their needs and tailor data collection solutions.- Provided exceptional customer service (CSAT), exceeding internal KPIs for product adoption and use case expansion.- Increased Q1 2021 revenue by $40k and boosted customer engagement by implementing innovative consultative selling.- ​​Consistently maintained CSAT scores of 96% and NRR >105%.

Ann Arbor, Michigan

- Managed ~20 public sector accounts with an ARR of $2M.- Partnered with clients to improve their customer experience strategy using advanced CX methodologies and tools.- Delivered products and services on time through seamless collaboration with sales, engineering, and data analysts.- Expedited transactions by utilizing product knowledge to answer customer queries and improve turnaround times- Achieved 100% client retention in Q3 and Q4 2019 by delivering exceptional service and proactive support.- Successfully grew client base and revenue by $60k in Q4 2019 through strategic up-sell and expansion initiatives.

- First CSM hire. Managed a large book of business, ~500 high-value professionals.- Initiated upselling and cross-selling efforts by promoting additional products and services to increase revenue.- Partnered cross-functionally with other departments to deliver exceptional customer and drive results.- Consistently achieved 93% LTC with a department average of 86%- Earned Brass Tack's award by significantly impacting and supporting Thumbtacks' business growth (H1 2018).- Drove business success by increasing book of business revenue by $173,300 in Q2'2019 vs. Q1'2019.

- Nurtured a high-performing 10-person customer success team, exceeding revenue and retention goals for the company.- Empowered team members by coaching, recognizing achievements, and setting clear goals through 1:1 meetings.- Implemented continuous process improvements by spearheading strategic initiatives to deliver impactful outcomes.

- Personalized client support and guidance to empower professionals with account tools and market awareness.- Spearheaded outreach through multi-channel platforms to drive product adoption and mine business opportunities.- Enhanced customer satisfaction by emphatically addressing inquiries and providing guidance.- Increased account activations by 40% in Q2 2017 by effectively promoting value-driven selling and a consultative approach.

Greater Salt Lake City Area

Greater Salt Lake City Area

Greater Salt Lake City Area

University of Utah Men's Tennis Team