Melissa Mcgowan Mba, Ccsm (X3) Email & Phone Number

San Francisco, California, Us

Addison, Texas, Us

- Implemented a new Gainsight deployment - Implemented a detailed risk analysis and Health scoring program to identify at-risk accounts- Developed and implemented innovative Global Customer Success Programs encompassing Onboarding, Adoption, Risk Management, Renewals, and additional key components to drive customer satisfaction and retention- Executive/Board reporting- Designed and executed brand-new Customer Success Programs including Onboarding, Adoption, Risk Management, Renewals, and many more- Manage and redesigned the Customer Success Platform (Totango)- Developed a Customer Success Knowledgebase

Cupertino, Ca, Us

- Provided strategic guidance to Executive teams on developing Customer Success Strategy, leading to enhanced alignment and vision.- Guided the development of comprehensive Customer Journey Maps, Success Indicators, Team KPIs, and more, enhancingcustomer success strategies.- Defined and implemented complex process playbooks in adherence to industry best practices to enhance process optimization and enable scalability.- Designed and managed multiple Customer Success Knowledgebase- Developed and implemented detailed change management plans to drive internal adoption of customer success strategies, fostering internal alignment with customer success initiatives.- Managed several large-scale global projects, ensuring seamless coordination among cross-functional teams and adherence to project timelines and deliverables.

Dublin, Ie

● EdTech API based product (SaaS) SMB, Enterprise, Strategic● Built CSM team from ground up● Redesigned and administered Salesforce.com to accommodate new CSM procedures and processes ● Established customer success plans, engagement procedures, and policies (playbooks)● Established health scoring/ NPS processes● Reduced past due accounts by 90%● Reduced expected churn by 20% (customers that already said they were going to churn)● Re-negotiated contracts to increase ARR 25%● Established new project management procedures for customer onboarding/ deployment resulting in a decreased time to integration by 20%● Set team Strategy and focus

Medical Leave for Cancer treatment. Now I'm Cancer free.

New York, Ny, Us

● Compliance and Risk Management products (SaaS) SMB, Enterprise, Strategic● Assisted with review and update of CSM processes and procedures● Achieved 100% on-time customer onboarding & deployment of complex projects (60+ days)● Designed and executed five simultaneous account/project deployment plans● Developed executive-level relationships (Strategic & Enterprise)● Assisted with the redesign of playbooks

Redwood City, California, Us

● CyberSecurity Hardware and Software (SaaS) SMB, Enterprise, Strategic, Federal, SLED● Built CSM team from ground up● Assisted with the development of team strategy and focus.● Managed / Coached CSM’s across North and South America (Player-coach model)● Created new processes, procedures, playbooks, and tools for the overall CSM team of 36 people, increasing renewal rates by 30% ● Trained over 500 people (CSM’s, Sales, Partners, & Customers)● Exceeded team and individual quota by 10-20% via Upsell / Cross-Selling● Supported over 300 customers personally through onboarding, deployment (SW based), best practices, renewal, and upsell/ cross-selling● Improved product adoption, customer satisfaction, and overall health scores by 20%● Engaged with Sales Leadership and cross-functional stakeholders to develop effective communications and processes for engagement with the CS team. ● Improved reporting, tools, use of Salesforce (Admin), and Clari integration while managing operations for the CS team.● Developed, integrated, and published training materials for the CS team with continual updates and performance tracking on the effectiveness. ● Awarded CSM of the Year 2x● Strengthened executive-level relationships (Strategic, Enterprise, SMB)

Somerset, Nj, Us

● International Reseller – All verticals, SMB, Enterprise, Strategic, Federal, SLED● Supported 12 Manufacturer’s (SaaS and Traditional) as a subject matter expert and relationship manager ● Provided best practices and selling techniques to 500+ sales representatives● Increased sales and renewals by 35% through upsell/ cross-sell● Exceeded annual sales of $150m● Facilitated Customer Success for the Manufacturer’s● Awarded Partner of the Year● Led customer onboarding and deployments as a project manager● Engaged with executive-level contacts (Strategic, Enterprise, SMB)

Somerset, Nj, Us

● Supported Small and Medium business customers in 2 states● Account/Relationship management● Expanded SHI presence within the customer● Exceeded monthly targets by 25%+● Developed executive-level relationships

Somerset, Nj, Us

● Supported Government and Education customers in 2 states● Increased average margin by 10%● Developed executive-level relationships

Us

Master Of Business Administration (M.B.A.), Mba

Bachelor Of Science - Bs, Computer Science