Joseph Day Email & Phone Number

Mountain View, California, United States

United States

Managed a book of 35 customers ranging from enterprise to SMB -Achieved ~90% customer logo retention goal for 8 quarters, exceeding department averages through identifying usage opportunities and triaging technical blockers-Met team quarterly quota for net revenue retention-Planned and executed annual strategic customer business reviews for my Tier 1 customers, discussing executive alignment, business outcomes, and adoption goals-Led quarterly 60-minute training sessions for new and existing users for high potential accounts. One customer increased weekly active usage by 80% post-training Collaborated with internal cross functional teams to provide qualified opportunities and better customer experiences-Identified opportunities for my sales team within my book of business and handed off an average of 5 hot leads per month-Partnered with success engineering and support to de-escalate complex technical issues. Managed ~10 complex escalations per quarter at a 90% resolution rate-Selected to work with Product Managers to more efficiently communicate beta releases internally and externally. Efforts resulted in doubling the beta participation-Engaged in tiger teams to create, implement and iterate customer playbooks Mentor new & current team members-Coached two mentees with bi-weekly meetings covering customer relationship best practices, internal operating rhythms, and product knowledge.-Set up strategy sessions with our team to stay connected with remote employees

Project manage the customer lifecycle for my book of 50 customers -Implementation: onboard 3 clients per month; set up and track their consulting services, gather feedback, provide best practices and deliver progress reports -Demo: deliver technical product demos together with consulting services team -Renewal: identify growth opportunities and partner with account team to close renewalsConsult with Revenue Operations teams at customer accounts to automate their workflow rules and track their performance within Salesforce-Customers have observed up to 95% improvement of speed-to-lead outreach and 75% more marketing spend attributed to Salesforce campaigns through product adoption and guidance-Measure success: Execute 3 executive business reviews per quarter and monthly touchpoints-Concurrently manage 50 Commercial Enterprise customers; over 100% net retention and 90% logo retention

Sunnyvale, California

Selected to be part of the tiger team responsible for launch and adoption of Gainsight within the Customer Success Organization -Build business cases based on observed and reported needs for Gainsight improvements, implementing changes such as adding calls to action, tracking mechanisms and metrics dashboards-Lead one on one and large group trainings for Customer Success team

Mill Valley, Ca

Managed a book of 200 SMB and Mid-market clients each with yearly spend up to 100k -Built trusting relationships with customers through executive business reviews Ran 10 quarterly product trials for customers with high ARR conversion opportunity-Strategized with Account Management pre and post-sale to ensure the best product fit Relayed customer feedback to Product Managers to inform them of usage trends in our Jobs Marketplace-Trained team members on process enhancements, talk tracks, and best practices created from those insights

Mill Valley, Ca

Owned the Customer Success relationship for up to 400 clients with yearly spend up to 25k-Utilized Gainsight and Salesforce to identify technical issues and performance opportunities-Defined feedback categories and ran quality control tests of a new NPS process

Responsible for a portfolio of accounts in the west region specializing in the medical industry and later selected for the Save Desk team -Gathered information on product functionality and competitive advantage takeaways-Piloted “suspending account” option which eased onboarding of previously lost customers and resulted in 50% win-back rate-Utilized Salesforce to identify trends in accounts that were planning to cancel to preemptively reach out

Awarded “MVP” in August 2015 after achieving the highest Net Promoter Score of 91% (a measure of customer satisfaction) and closing over 900 cases in the fourth quarter of 2015

San Francisco Bay Area

Awarded “Rookie of the Quarter” in May 2015 after achieving a 85% positive Net Promotor Score in the third quarter of 2015

Recreation CounselorDesigned and implemented over 10 enrichment programs for youth members• Researched internet and media sources to develop exciting activities for groups of ten to forty kids.• Documented detailed step by step plan of each program so other staff could carry them out• Balanced the need to facilitate learning while keeping children attentive and involved • Programs include: Club Rock, Passport to Manhood, Eco-Team and Jr. Staff Served as a spokesperson for the organization at fundraisers and community gatherings• Promoted many Boys and Girls Club fundraisers, and program opportunities through making fliers and talking face to face with possible donors and parents • Presented in front of large groups, up to 200 members of the community Created a music-themed fundraiser for the club attended by more than 50 people • Proposed idea to the COO and upon approval coordinated event with minimal supervision • Raised over 500 dollars which paid for the Club’s community Thanksgiving dinnerFront Desk Operator Managed the computer needs of the site, providing basic technical support and data input • Maintained the site’s waitlist, consisting sometimes of over 100 parents using, Microsoft Excel. Communicated updates to parents by phone • Ran monthly reports using our attendance manger and other programs that are monitored for grant requirements• Maintained a target enrollment of 90% by monitoring daily attendance, and onboarding new students when space is available Planned and facilitated trainings to help new staff and others • Consistently relayed information between many supervisors concerning data management and specific reports • Created and implemented a training for twenty staff on Boys and Girls Club Sense and Supervision