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 customer account. Cross-functional collaboration with customer stakeholders with aligned directives from CxO-level decision makers to platform advocates and champions to direct strategic adoption and platform usage. Lead joint customer success and enablement strategy plans to to promote digital transformation journey goals, aligned with required KPIs, maturity model roadmaps within a customer account and alignment with the partner ecosystem.• 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 alignment.• Upsell of motor manufacturing company - $1m FY24 and Insurance company - $450k FY24

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 platform adoption and early-stage value recognition by empowering customers through enablement plans, discovery workshops to develop business use cases, and facilitate the development of a steering committee with governance structures (COEs) to effectively deliver on business outcomes. Maintained cross-functional collaboration with Executive-level and other value stakeholders to direct strategic adoption and platform use cases that would realize ROI and scale development to address additional digital transformation goals. Lead joint customer success plans to drive adoption and expansion roadmaps within my accounts and facilitate alignment with the GSI/Partner ecosystem.My responsibilities while performing as Enterprise Customer Success Manager:• 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, transportation, and finance/banking.• 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 for prospect and customer reference calls to evangelize Workato's platform adoption successes and use cases.• 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 after the initial acquisition, I was successful in leading the team that was required to migrate the K2 Software University user base, associated transcripts and learning content over to Nintex's University platform.The successful migration was completed with an accompanied communication strategy to streamline the K2 University user experience onto Nintex University.In the remaining time in this position, I:- led the team in developing two brand new re-designed Nintex courses for their flagship product- retained an NPS score of over 80 and 94% CSAT score with the Nintex Learning user base- integrated the Partner Channel and Customer subscription user base into a single learning domain to synchronize user experience and learning content

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, improved customer experience, account expansion and increased recurring revenue; improving key CS tactics and customized content for new corporate E-Learning division, self-service, and user community; leading community and LMS system to host new multi-language user community and training programs; assuring cross-functional collaboration across sales, marketing, professional services and product management teams on packaging, positioning, and launching new services to global consumer audience; planning operational metrics and systems structure for reporting and measuring CS and Ops-related revenue data to executive stakeholders.My key successes during this role included:• 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.• Spearheaded CS alignment with key marketing, product and sales trends to drive company-wide customer feedback loop.• Launched a new subscription Corporate E-learning platform in four months, increased course and certification completions by 84% while generating $500K ARR in first year and producing $3M ARR over next three years - K2 University

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 implementing design of new automation solutions and cloud architecture planning for high-profile accounts; assisted in strategic discussions with CxO and other value stakeholders in closing high value deals, acting as top technical contact to clients during pre-sales engagements; advocating point of contact for post-sale strategic escalations and GSI partner alignment; designing platform demos and PoC solutions to demonstrate platform readiness for key projects and K2 system adaptation; managing training workshops / webinars to foster company's product suite and ensure platform adoption success for partner ecosystem organizations and client technical teams.My major contributions included:• 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 conflicts.• Recognized contribution to sales revenue increase by 32% YOY FY'15 to FY'16 by supporting high-value prospect engagements.• Honored with K2 Special Recognition Award FY 2016 for demonstrating exceptional performance, consistent success in leading customer turn-around efforts, and managing "account rescues" to prevent revenue attrition.

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 engagements for assigned accounts, designed appropriate product and learning curriculum, and training methods for both technical and business audiences; managing challenging customer demands by effectively addressing customer advocacy feedback to K2's development teams, resolving system limitations, and recommending advanced feature enhancements; heading project management and high-risk customer sites deployment, troubleshooting key issues to assure systems efficacy.My key highlights in this role included:• 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 Disney, AIG, American Airlines and Northrup Grumman etc• 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 workshop engagements as well as conference and tradeshow events.I was able to attain an overall 98% billing ratio as a consultant along with multiple recognition awards for performance and customer satisfaction.

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 include:- Establishing Partner Ecosystem organizations and providing enablement on K2 Software's BPM platform- Driving customer enablement and discovery workshops to help discover and address business outcomes and develop strategic delivery plans to address prioritized set of customer goals and metrics- Managed K2's Australia (Sydney) Support desk and coached new support staff- Assisted K2's Australia (Sydney) pre-sales engagement efforts as Technical Specialist to CEO and Sales Executives- Developed and Implemented solutions, and led enablement efforts for K2's Australia customers (Brisbane, Perth, Melbourne, Sydney, Adelaide)

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