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.

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.

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.

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.

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.

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