Marina Daka Email & Phone Number

Chicago, Illinois, United States

• Lead a team of 7 client success managers ensuring client satisfaction and success through coaching in strategic outcomes planning, client & partner enablement and retention strategies.Software to streamline business.
• Develop and drive adoption of customer success processes and strategy accelerating an increase in gross retention, upsell/expansion and value realization. coaching through challenging situations
• Partner cross-functionally with Sales, Product, and Support teams to address customer needs, resolve issues, and drive product improvements.
• Implement team-wide strategic initiatives in cost optimization and operational efficiencies enhancing gross margin and overall profitability across all client accounts with emphasis on top CARR portfolios.
• Optimized customer health scoring system and CSM processes leveraging Gainsight CSM SaaS solution resulting in enhanced C-level visibility, positive customer satisfaction (NPS/CSAT scores) and early risk mitigation.

Chicago, Illinois, United States

• Designated as primary ambassador for the adoption, integration and education of external (3rd party) Customer Success CRMSoftware to streamline business processes
• Served as mentor for teammates by providing continuous resources/best practices further developing CSM skillset andcoaching through challenging situations
• Evaluated internal account structures and processes to optimize resource allocation, driving improvement in overall accountgross margin
• Endorsed and embodied core Company values by consistently acting as a client advocate, collaborating cross-functionally toembrace and refine business processes, and demonstrate strong stewardship
• Aligned Company value drivers with client business objectives; analyzed & took action on data derived from strategic initiatives tomeasure business impact
• Identified early indicators of potential risks and acted as a client advocate while developing and delivering mitigation paths to fosterpositive account health

Chicago, Illinois

• Evaluated efficacy of client engagement tactics against Key Performance Indicators, directly contributed to acquisition of over$100M in net new assets in calendar year 2020
• Partnered with Wealth Management teams (Morgan Stanley WM & UHNW) to understand each unique business model andalign those teams with prescriptive tools and processes resulting in retained clientele and expansion of.
• Led regional (2,500+ employees) and 1:1 software implementation training to drive adoption for targeted quarterlyinitiatives alongside ‘Train-the-Trainer’ sessions to upskill members of the Field Training team
• Served as primary contributor for all pre-recruit presentations; market key digital offerings while establishing arelationship and credibility with prospective Wealth Management teams
• Communicated functionality and technical concepts to non-technical users across organizational departments and skills levels

Chicago, Illinois

• Created personalized financial plans & presented results to prospective clients gauging retirement readiness
• Coordinated digital engagement efforts to build a new client onboarding framework that incorporated modern wealth toolsand maximized virtual engagement; became the team’s official “standard of care” manual
• Selected, onboarded and contributed to creation of professional development exercises for multiple intern cohorts

Greater Chicago Area

• Developed operational training content and led training demonstrations for proprietary software by highlighting application uses and best practices for clients and internal employees
• Provided training & support for existing clients throughout software Implementation process; communicated feedback and collaborated with product and engineering teams to adhere to product roadmap

Greater Milwaukee Area

Greater Chicago Area

Northbrook, Illinois, United States