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 organization forward.• 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 partner in their digital transformation journey.• 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 challenges.• 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 times to client inquiries.

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 leadership to move the organization forward.• 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 opportunities.

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 offering adoption in my client portfolio by 30% in Q4 of 2015.• 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 communication and escalation path as well as a cross-functional team to bridge the gap between the Sales and Customer Success teams. • 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• Managed assigned accounts on all FinancialForce.com solutions including Accounting, Professional Service Automation, Supply Chain Management and Human Capital Management. • Served as a trusted advisor to my client base, assisting in achieving their goals with FFDC solutions and maximize their return on investment. Actively engaged with decision makers to define client issues/concerns, strengthen product adoption, identify opportunities to expand solution footprint and ensure customer retention.

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• Coordinated with Marketing on events in the territory, and worked with partners to drive prospect attendance as well as revenue for Concur• Direct line of communication between partners and Concur, to keep partners updated on events, product updates, and contests

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• Spent 5 weeks in Manila interviewing, hiring, and training new staff for the SMB Digital AM team• Responsible for the on-going success and partnership of named customers within assigned client base • Identified and executed business strategies that contributed to key metrics: revenue, retention and satisfaction, increased utilization/adoption, contractual compliance and opportunities for expansion.• Managed 350+ accounts on multiple Concur platforms with varying levels of need and sales focus

*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 solutions i.e. proposals, letters, and marketing information to drive new business*Account management from cold call to close; Building and keeping existing relationships and responding to customer needs while prospecting for new business and keeping abreast of the current IT assurance market

*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 goals to conform to the mission of non-profit