Dan Wheeler Email & Phone Number

Roanoke, Va, Us

Lead customer success, training services and operations teams delivering exceptional service to SaaS clients establishing and exceeding KPIs for customer success, retention and revenue growth.> Consult and lead strategy with corporate, NFP and government clients on customized technical solutions and new products increasing ARR per client 25%.> Own client relationships, customer service and engagement programs and contract negotiation increasing annual retention rate by over 11% to an average of 95%.> Spearhead new SaaS client implementation, onboarding, customer education and system integration decreasing the new client onboarding cycle by 50%.> Manage the product road map leading cross-functional initiatives to deliver new features and product solutions to increase client adoption and satisfaction.

> Led all operations for a portfolio of websites with P&L responsibility for all digital products.> Doubled department size and successfully managed cross-functional teams of up to 40 members including marketing, engineering, and customer service departments to create and launch new products on time and within budget.> Collaborated with customers, technical teams, and vendor partners to deliver new digital products, achieving 15% annual revenue growth for five consecutive years.> Led web development projects, content production, and marketing for a portfolio of websites, growing an audience to over 2M monthly page views.> Developed and executed product strategies for digital advertising platforms and services growing annual new revenue by over 30%. > Redesigned product user interface and experience (UI/UX) including front and backend development through an iterative feedback and testing process with key clients. > Measured the success of products using data analytics and customer feedback acquired through customer engagement program implementation, identifying areas for improvement and initiating changes to improve customer experience and increase product adoption rates.

Roanoke, Va, Us

> Managed customer success department with 10 CSMs and customer support team responsible for $12M in annual revenue.> Orchestrated turnaround of the client service and support department achieving cost, revenue, and KPI goals within 12 months.> Led the implementation of database marketing tools for direct marketing and email campaigns, increasing new customer acquisition rates by over 20%.> Increased upsell revenue by 20% by creating new training and service packages, significantly boosting customer engagement and satisfaction.

Greenwich, Ct, Us

Various human resource management and learning and development positions in a variety of industries.

Mba, Management And Marketing

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