Mark Dimatteo Email & Phone Number

California, United States

• Define and optimize the customer journey to ensure a seamless and positive experience.• Identify opportunities and close additional revenue from assigned clients through upselling, cross-selling, renewals, and retention efforts.• Oversee customer lifecycle processes and touchpoints, including mission-critical interactions and business reviews.• Provide both management and technical leadership to drive customer success initiatives.• Track metrics related to customer health, engagement, and overall adoption of our technology.• Create and maintain Success Plans for customers across various segments and standardize materials for lifecycle strategies.• Collaborate with other Customer Success leaders to analyze and address causes of poor customer adoption or churn, and detect early signals of at-risk renewals.• Build Playbooks and Triggers in partnership with other CS leaders to mitigate risks and enhance customer retention.• Work closely with internal Business Systems teams to ensure integrated tracking of customer engagement and adoption data.• Develop business cases for new technologies and solutions as needed.• Select, develop, and evaluate personnel to ensure efficient operation of the function.• Contribute to the strategic development of the Customer Success function at an organizational level.

San Diego, California, United States

• Leverage expertise as a trusted advisor to cultivate strong relationships with customer executive sponsors, ensuring all activities align with their business strategies and objectives, thereby maximizing the potential of the company's solutions.• Monitor, track, and benchmark all milestones related to implementation and post-implementation adoption activities to closely observe the success of the customer's initiatives, providing clear visibility to executive sponsors.• Actively promote current products while identifying opportunities to introduce additional solutions that meet customer needs.• Showcase advanced product features to help customers achieve specific business outcomes and derive maximum value from the company's offerings.• Develop metrics and measures to quantify ROI on the company's products.• Proactively evaluate customer requirements, product adoption levels, and renewal risks.• Identify and pursue opportunities for additional revenue through upselling and cross-selling, while driving renewal and retention efforts.• Ensure customers adopt best practices for product usage.• Manage escalations and coordinate with various departments including Marketing, Sales, Professional Services, R&D, Finance, Enablement, and Technical/Product Support.- Prepare and share customer success reports with sponsors and technical teams to reinforce the business case for ongoing engagement.• Conduct discovery sessions to understand customer's environment, business needs, and culture.• Document customer interactions and activities in CRM/Marketing software, maintaining accurate records of contact information, opportunity value, product details, sales stages, and other relevant data.• Mentor peers and contributed to refining best practices based on direct experience with various customer scenarios.

San Francisco, California, United States

In my current role, I serve in a hybrid capacity of business operations and technology engineering with a focus on sales operations, account/project management, and data analytics in multi-cloud environments. A selection of my contributions includes:• Main point of contact for strategic accounts to develop and drive technology adoption, scale, and vision setting roadmaps.• Build custom Salesforce dashboards and reports to illustrate key analytics designed to enhance sales strategy and planning.• Execute functional and business requirements gathering to identify impact, feasibility, and scale.• Manage end-to-end aspects of high impact technical projects including deliverables to c-level leadership, project timelines, risk mitigation, businesses analysis, and outcomes which resulted in new sales revenue.

Greater San Diego Area

In my most recent position, I defined, directed, and guided enterprise architecture that supported strategic account management, territory strategy, account planning, and demand generation initiatives totaling over $25M in revenue.A selection of my contributions includes:• Developed technical and business solutions and ensured architectural strategy aligned with business goals.• Led technical sales and cross-functional teams in addition to mentoring other architects.• Authored and presented thorough ROI analysis reports to senior leadership teams.

Greater San Diego Area

As Director of Presales, I directed all activities of the West Presales team with a focus on driving sales performance and resource allocation within the account territory.A selection of my contributions includes:• Motivated, supported, and directed the activities of 12 Solution Consultants.• Ensured a consistent customer and partner experience across the territory.• Consistently achieved all sales target outcomes.

Greater San Diego Area

As Principal Solution Consultant, I strengthened stakeholder relationships and contributed to sales performance.A selection of my contributions includes:• Collaborated with the sales organization through the full sales cycle to confirm full understanding and resolution of all client technical needs.• Drove the technical validation portion of the sales process to ensure products and solutions met the client’s target outcomes.• Capitalized upon all sales opportunities to contribute to business objectives.

Greater San Diego Area