Marissa Gates Email & Phone Number

Sacramento, CA, US

Sacramento, California, United States

• In this role, I function as a strategic member of the customer success leadership team, defining and executing customer-centric strategies, driving innovation, and providing guidance to move both our clients and our.
• Spearhead the management of 16-20 enterprise accounts, representing substantial annual recurring revenue (ARR) and driving the adoption of Zuora's subscription billing software across diverse industries.
• Engineered and delivered comprehensive customer workshops, resulting in direct ROI through cost and time savings for clients transitioning to modern cloud-native billing platforms, positioning Zuora as an indispensable.
• Led the transition of multiple enterprise clients to more efficient billing systems, leveraging Zuora's solutions to drive their digital transformation efforts and solidify long-term partnerships.

Greater Sacramento

• In this pivotal leadership role, I reported directly to the Vice President of Customer Success, driving customer success improvements across the enterprise and delivering scalable solutions to solve complex DevOps.
• Managed a portfolio of 20 strategic accounts with $6.4M in ARR, focusing on DevOps software adoption and value maximization, consistently exceeding retention and satisfaction targets.
• Spearheaded the rollout of the Net Promoter Score (NPS) survey, collaborating across teams to assess and improve customer satisfaction through data-driven insights, resulting in a 15% increase in overall NPS scores.
• Acted as a Gainsight Champion, advising team members on optimal platform use to track customer interactions and measure performance, enhancing overall team efficiency and contributing to a 20% improvement in response.

San Francisco Bay Area

• Here, I successfully performed as a key member of the client success team, overseeing a large portfolio of enterprise clients in event management and virtual meeting technology, driving innovation, and providing.
• Developed and implemented onboarding programs for new CSM team members, focusing on Gainsight adoption and ensuring successful integration into the team, reducing ramp-up time by 30%.
• Exceeded client retention and satisfaction targets, earning performance bonuses and twice recognized as "Client Success Team Player of the Year", contributing to a 95% client retention rate across my portfolio.
• Conducted regular executive and quarterly business reviews with senior-level stakeholders, including CFOs, CTOs, and Heads of IT, ensuring strategic alignment with clients' business goals and identifying new growth.

San Francisco Bay Area

• In this role, I drove success for a portfolio of enterprise clients, aligning Cvent's event management solutions with strategic business objectives and ensuring optimal product adoption.
• Managed high-value enterprise accounts with annual contract values up to $1.5M, maintaining a 95% retention rate.
• Spearheaded the implementation of Gainsight within the enterprise client success team, boosting account management efficiency by 25%.
• Developed and delivered tailored client training programs, increasing product adoption rates by 30% across the portfolio.
• Recognized with "Client Success Top Gun" and "Team Player of the Year" awards for outstanding performance and client support.

San Francisco Bay Area

• Promoted & managed Enterprise accounts within one month of start date. Managed clients with 25K- 150K annual contract value
• Consistently achieved client reference and retention targets quarter over quarter. 100% bonus achieved year 1
• Customer Success team representative involved in sales pilot to increase adoption of Premier Support offering. Directly involved with passing qualified leads to the sales team, which increased our Premier Support.
• Customer Success team representative involved in reviewing, recommending and implementing change management improvements within the Customers for Life Organization. This included developing our support team.
• Performed “Project Kick Off,” “Implementation Check In,” “Transition to Support” calls to manage the sales to service cycle
• Performed “Quarterly Business Reviews” to create a yearly agreed upon success plan with each client

San Francisco, CA

• Attained 132% Annual Recurring Partner Revenue FY13
• Worked directly with midmarket and small business sales leadership to execute strategy with key partners American Express & ADP
• Presented in person monthly at partner meetings all over the Pacific Northwest
• Completed the “demorama” process, and was certified to demonstrate Concur Travel & Expense to partners and or prospects
• Provided relevant data to partners on performance and provided training and coaching as necessary
• Worked with the training team at Concur headquarters in Bellevue to train new hires on partner strategy

Redmond, WA & San Francisco, CA

• Attained 120% of quota FY11
• Top performer Q4FY12 with 99.4% client retention rate
• Increased Net Promoter Survey score (Client Satisfaction) by 30% from FY10
• Attained corporate NPS goal every quarter
• Nurtured sales opportunities and passed opportunities to CDRSE team to achieve quota for FY12
• Top performer in ARR and leads passed to sales Q4 FY12

*Managed daily activities for Inside Sales team*Recruited and trained sales candidates*Consistenly performed in top 20% of sales force*Continued activites under Account Executive

*Generated,sustained and maximized both new and existing business opportunities *Communicated daily with C level executives about risk management, legal contracts, and disaster recovery solutions for their IT*Conducted specific and general awareness campaigns to promote Software Escrow within target markets *Provided detailed correspondence for custom.

*Exceeded all quotas for several Community Support Campaigns *Acted as staff support on a team that reached 120% of goal to fund YMCA programs *Mentored, trained, developed, and promoted a staff of my own. *Customer Service*Managed an annual budget of $180,000*Developed positive relationships between staff, parents and children*Implemented company wide.