Duane Van Heerden Email & Phone Number

San Mateo, CA, US

Boston, Massachusetts, US

• Delivery of strategic customer maturity frameworks and continuous alignment with Account Executives, customer success engineers, and architects to ensure continued customer success. Expand on platform usage within the.
• Managed Lakeside Prestige customers book of business of $10M ARR covering Forbes 500 companies and industry verticals including Government entities, healthcare, manufacturing, transportation, and finance/banking.
• Delivering newly developed value-driven framework to provide continuous ROI and ROV metrics to the stakeholders.
• Drive a maturity model from adoption through renewal phase to drive core customer-aligned outcomes that focus on cost deference, productivity and operational efficiencies and employee sentiment goals.
• Manage account renewals and expansion opportunities with Account Executives and customer stakeholders with 180-day awareness and execution plan.
• Develop and present EBRs/QBRs to Executive-level/C-suite level sponsors providing Value-outcome based messaging and metrics highlighting achieved successes with measurable outcomes and validation of long-term goal.

Palo Alto, California, US

• Developed and implemented strategic account plans, cooperated closely with Account Executives, solution architects, and consultants to ensure continued customer success metrics and expansion opportunities. Streamlined.
• Managed 16 Enterprise customers with revenue over $2B annually and $8M ARR book of business with Forbes 500 customers covering industry verticals including retail, software/SaaS, healthcare, manufacturing.
• Managed and leveraged Workato's largest customer of $1.6M ARR and developed adoption, growth, and executive alignment within this global and fast-paced company, partnered with value stakeholder and Workato advocates.
• Steered early-stage adoption with 6-8 week Go-live strategy for new logo customers, while positioning technical resources as well as directing value and ROI for customers within fast-paced environment.
• Developed core customer success strategy plans to outline and plan customer expansion usage goals and adoption initiatives through scheduled discovery workshops that would emphasize further business outcome goals.
• Upsell SaaS customer - $1m FY22

Bellevue, Washington, US

Following K2 Software's 2020 acquisition by Nintex, I was retained in a top customer-facing role, focusing on delivering the post-sales support needed to maximize customer software adoption by leading the development of new subscription-based learning product offerings to open up new revenue growth opportunities.During the integration period of 3 months.

Bellevue, Washington, US

• My major responsibilities included:Developing policies and practices to establish business efficacy across customer support, customer success, pre- and post-sales organizations; maintaining quick GTM alignment.
• Established rapid onboarding process - expanded CS team by recruiting functional role leaders and individual contributors in CS management and E-Learning roles.
• Led top-performing teams of over 20 professionals to perform overall customer success roles, such as product training, customer success, documentation, and post-sales technical support.
• Optimized customer retention goals, brainstormed revenue growth opportunities, and providing post-sales customer success strategy.
• Launched programs to define customer business outcomes through solution assessments and discovery workshops with supported financial models corresponding maturity models to establish and track KPIs/ROIs.
• Initiated development of customer user group.

Bellevue, Washington, US

• While acting as Director of Enterprise Architecture, my key duties included:Overseeing strategic pre- and post-sales engagements with top prospects, customers and partner ecosystem organizations; directing and.
• Reporting directory to CEO and CRO – responsible for development of Partner ecosystem and customer account strategy, upgradation of key partner channel opportunities, and pipeline development with GSI-aligned partners.
• Lead an Enterprise Architect team responsible for Solution Assessments, Financial models, Maturity evaluation and risk assessments
• Liaised with Sales RVPs, Account Executives on strategic planning and product alignment for closing high-value license contracts.
• Ensured customer success experience and helped increase recurring revenue by 18% YoY FY'16 through FY'18 by supporting high-risk customer renewal efforts, addressing escalations, and promptly resolving customer.
• Recognized contribution to sales revenue increase by 32% YOY FY'15 to FY'16 by supporting high-value prospect engagements.

Bellevue, Washington, US

• My key responsibilities included:Administering account performance and client relations and leveraged technical SME support to more than 1600 customers; leading over 200 on-site customer and Partner Ecosystem training.
• Led best-in-class support team and increased long-term annual recurring revenue contracts by serving as primary company liaison to numerous Fortune 500 accounts, including UnitedHealth Group, McKesson, MetLife, Walt.
• Achieved trusted advisor status with C-level and other value stakeholders and business owners by delivering critical business investment decisions and ensuring smooth "go-live" production-release efforts.
• Deepened brand awareness of K2 Software and its platform to targeted prospects, customers and audiences, driving strategic and unique value propositions and presenting at top industry events, workshops and tradeshows.
• Evangelized brand awareness of the platform for targeted audiences and provided unique value proposition by presenting the company's technology at top industry events / tradeshows.
• Honored with Special Recognition Award for managing K2 Software's first Cloud Platform deployment FY 2013 and the Clydesdale Award for directly impacting up to 93% NRR with an increase of 18% over prior levels (FY 2014)

Bellevue, Washington, US

As a Sr Technical Consultant, I was responsible for Architectural designs, development and implementation of business solutions and delivering training around the K2 Platform to K2 Software's prospects, customers and partner ecosystem organizations.During this time I visited and delivered over 200 on-site customer and partner training and discovery.

Johannesburg, ZA

During this time as a business consultant - I was responsible for designing and implementing various Microsoft and K2 Software business solutions for companies spanning various vertical industries and working in multiple countries - including the Middle East (UAE, Saudi Arabia, Oman), Europe, Americas and Australasia (Australia).Some of my accomplishments.

ZA

I was appointed as the lead Trainer at this company in their Cape Town office and was responsible for training all Microsoft premium certification courses (MCSE/MCSD/MCDBA/MCSA).

My role in this position was to develop and maintain VB5, VB6 and VB.NET applications for MGX customers in the insurance industry.

Develop UI/UX framework for various customer projects.

Bachelors Degree In Technology, Business & Information Technology

High School Diploma, Economics, Accounting, Maths, English