Phyllis Gricco Email & Phone Number

Franklin Square, Ny, Us

New York, New York, United States

As a Senior Customer Success Manager, I'm dedicated to driving customer success, adoption, and growth within a portfolio of enterprise accounts utilizing Upland's RightAnswers knowledge management solution. My expertise lies in building strong relationships with key stakeholders, identifying opportunities to maximize value, and consistently exceeding customer expectations. Role responsibilities:- Managing a portfolio of key enterprise accounts-Developing and executing success plans to drive adoption and growth-Building strong relationships with stakeholders and executive sponsors-Identifying expansion opportunities and mitigating risks-Passionate about helping customers achieve their business goals through effective knowledge management solutions.Upland RightAnswers gives you the flexibility to connect all available knowledge sources and deliver relevant information to your customers, contact center agents, and across the enterprise.

New York, New York, United States

Managed the complete lifecycle of 25 key enterprise relationships, generating $2.5M in ARR with prominent higher education institutions, including Princeton, MIT, West Point, Stanford, Brown, the US Naval Academy, and the University of Chicago.Ensured clients maximized value from Hivebrite’s Community SaaS platform to drive account expansion and client retention.Oversaw customer management post-sale, including integration, best practices advisory, product adoption, issue resolution, and renewal processes, helping clients achieve their business goals.Successfully upsold Hivebrite’s second-largest account, increasing revenue by $64K and ARR by $175K.Served as the primary point of contact for customers, forging strong partnerships and advocating for their needs with internal product development teams.Monitored key performance metrics, such as activation rates, usage, content generation, live feed activity, and event performance, proactively identifying and mitigating renewal risks.Leveraged an advanced understanding of data infrastructure and problem-solving skills for swift complex issue resolution, enhancing long-term customer loyalty and retention.Played a critical role in PI Planning and Product Roadmap development, implementing effective strategies to enhance product usability, resulting in increased customer satisfaction and retention.Recommended and implemented the restructuring of Hivebrite's internal and customer-facing knowledge base featuring AI and machine learning, leading cross-team collaboration with Product, Engineering, and Design teams.Managed and exceeded client requirements through successful execution of strategic plans focused on customer retention and satisfaction.Demonstrated a rapid onboarding capability, quickly mastering new tools and processes to ensure a seamless experience for customers.

New York City Metropolitan Area

Increased Active ARR to $480,140, showcasing strong revenue growth.Closed deals worth $488,170, contributing to the company’s financial success.Achieved a 100% renewal rate for all accounts, demonstrating exceptional client satisfaction.Managed a high-value portfolio exceeding $15M, anticipating customer needs and driving initiatives to enhance practices in Business Reviews, Renewals, and CS/Sales collaboration.Developed, trained, coached, and led a team of five Customer Success Associates, driving customer satisfaction while overseeing performance, quality, and engagement within the Commercial/Mid-Market segment of VC/PE verticals.Implemented a cross-functional team to improve processes through a novel customer segmentation strategy, resulting in a 55% boost in sales revenue and a 30% enhancement in customer retention rates.Exceeded quarterly goals by achieving 165% of the target.

New York City Metropolitan Area

Monitored and tracked KPIs, adjusting strategic direction as needed, including implementing new initiatives and pricing strategies.Collaborated with IT and operations teams to automate manual processes, resulting in a 20-hour-per-week time savings and a 90% reduction in errors.Led the implementation of workforce development strategies focused on fostering a customer-centric culture, managing a team of 25 Customer Success Managers.Achieved a 25% reduction in customer churn and a 10-point increase in NPS.Worked closely with the RevOps team to develop automated workflow systems, leading to a 50% reduction in order processing time and saving 15 hours per week.Surpassed target revenue by achieving 156% of goal.

New York City Metropolitan Area

Cultivated robust external partnerships with influential decision-makers, including C-level Executives and expanded customer contacts.Facilitated cross-functional communication between sales and support teams, establishing an innovative customer feedback system, resulting in a 35% reduction in customer complaints.

Greater New York City Area

Managed a diverse portfolio of 100+ accounts with ARR ranging from $40,000 to $120,000, consistently exceeding renewal targets with over 100% renewal rates from 2018 to 2019, demonstrating strong relationship-building skills and customer satisfaction.Tailored and delivered training for new and existing customers, driving a 50% increase in Interact platform adoption and usage.Conducted in-depth customer feedback analysis to identify success factors, leading to a 20% reduction in customer support issues through streamlined processes.Architected innovative processes and provided extensive training on customer success methodologies, resulting in a 40% year-over-year surge in customer retention.Developed and shared best practices to enhance the customer experience, achieving a 35% increase in client satisfaction and a 25% reduction in churn rate.Introduced a customer-centric approach focused on client engagement, aligning technology solutions with business objectives, which fueled $1M in revenue growth and a 50% boost in customer lifetime value.

Greater New York City Area

Spearheaded strategic direction for the Retail Sector’s digital signage product line, resulting in a $900k increase in revenue through effective strategy, design, and solutions management.Conducted extensive market research to identify customer needs and preferences, leveraging findings to develop tailored visual collaboration solutions that elevated customer satisfaction rates by 45%.Executed highly effective email marketing campaigns targeting cold leads, achieving a 40% open rate and a 25% conversion rate, contributing to a 20% increase in sales revenue.

708 3Rd Avenue, New York, Ny 10017

Delivered sustainable technology management solutions through distinctive IT lifecycle consulting services, including a tailored software application for tracking and forecasting clients’ future asset values.Developed and executed effective strategies to reduce costs, resulting in increased profitability for the company.Implemented strategic sales activities to enhance customer satisfaction levels, optimizing key clients' net spending, opportunity costs, and Total Cost of Ownership.

Greenvale, Ny

Recognized with the Top Customer Service Award in 2008 for exceptional dedication to customer service and support.Closed over $1 million in upsell and expansion revenue, demonstrating a rapid contribution to revenue growth in 2012.Implemented strategic and consultative selling approaches, resulting in a $1.4M expansion in the inaugural year.Surpassed yearly sales and revenue targets by 27% through precise market trend analysis and customer behavior forecasting.Utilized Salesforce.com to maintain current records of prospects, clients, and business opportunities, leveraging data-driven decision analysis to enhance sales and customer engagement.

Greenvale, Ny

Launched and scaled a new value-added service in merchant services, growing ARR from zero to $3.6M.Managed high-profile retail accounts, including Tom Ford, Pandora Jewelry, and Marc Jacobs, ensuring exceptional customer success and account management.Designed and implemented strategic sales plans and account management processes tailored to luxury and specialty retail clients, driving long-term customer retention and revenue growth.Collaborated with product, engineering, design, and finance teams to facilitate client onboarding, integration, and satisfaction.Leveraged data-driven insights and KPIs to proactively identify customer growth opportunities, mitigate churn, and ensure alignment with client goals.

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