Danielle Rojas Passionate Customer Advocate

Table of Contents

Implement

Onboard

Support

Develop

Protect

Implementation

As Customer Success Manager at a B2B SaaS startup, I was given the unique opportunity to build an enterprise-level software implementation project from the ground-up. After iterative rounds of review and postmortem fine-tuning, my team and I have developed, and successfully executed dozens of customized software implementations.

Enterprise-Level Implementation: 100% Customer Retention and Renewals

Approach:

  1. Accountability- Establish Organizational Alignment with Key Project Stakeholders and Set Transparent Time-Bound Milestones.
  2. Communication- Set Meeting Schedules Up Front and Summarize Project Status in End of Week Emails.
  3. Collaboration- Built-in Feedback and Approval Loops to Accommodate Organic Project Evolution.

Requirements:

  • Proactively Captured and Prioritized Customer Requirements.
  • Set Expectations with Customers and Internal Teams. Met or Exceeded those Expectations to Ensure Customer Delight.
  • Reflected on Procedural Efficacy and Dynamically Refined Procedures and Processes As Needed.
  • Built Trust and Relationships with Customers for Lasting Business Partnerships.
  • Operated with Transparency and Integrity.
  • Strengthened comfort and familiarity operating with large and sensitive data sets.

Accomplishments:

  • Maintained 100% Customer Contract Renewal.
  • Designed Scalable Projects and Project Resources.
  • Developed a Delightful and Unique Implementation Approach Often Described by Customers as a "Key Differentiator."

Onboard

Training is not a one-time event, but an ongoing process that parallels events such as Go-Live dates, version releases, expanded business operations, new hires, and product module launches. Within the first 3 months as Customer Success Manager, I became a product expert and an invaluable resource to my colleagues, and our customers. I provide end users and internal employees with insight regarding best practices with the Enterprise Asset and Service Management solution as relevant to the Life Sciences industry. I leveraged my expertise to design scalable, persona-based curriculum, while also highlighting historic customer anecdotes, and use cases, to proactively encourage use of additional functionality, aimed to increase product stickiness for new users.

Customer Onboarding: Reduced Timeline by over 50% by Formalizing Process.

Approach:

  1. Curriculum- Designed customized curriculum, including User Guides for long-term reference, that highlight only relevant workflows for each end user.
  2. Repetition- Used a High-Touch model to define workflows, and provided Low-Touch and Tech-Touch solutions for continued education and self-service problem resolution.
  3. Accessibility- Customer Success Team remains available for 1:1 or small group training post Go-Live. All trainings are recorded for internal distribution with the customer.

Requirements:

  • Develop technical, concise and effective user guides for internal and customer use.
  • Write, record and edit training videos using Camtasia.
  • Present on technical subjects to all tiers within customer organizations, including C-Level professionals.

Accomplishments:

  • Slashed customer onboarding time in half by introducing more structured processes.
  • Self-taught video editing and recording.

Training Example:

Support

As a ground-level hire at a SaaS technology startup, I lead a support team that maintains the product knowledge base content, and the ticketing Helpdesk. I track all tickets through to resolution and ensure my team adheres to formal problem management protocols and customer support service level agreements. Throughout this process, the Customer Success Department ensures the company maintains a low Customer Effort Score from survey respondents and provides customers with an overall positive experience with our software and our brand.

Established Customer Happiness Survey and Tracked Metrics

Approach:

  1. Simplicity- End users visit a support page to find pragmatic, direct and digestible answers to their questions.
  2. Approachability- User friendly, personal and detail-oriented approach to problem resolution. Expanded support hours and methods to meet customer preferences for communication.
  3. Communication- The customer support team, under my guidance, fostered a culture of Customer Obsession. Proactively communicate with customers, following all bugs through to resolution, and ensured they were satisfied with the solution provided and all customer needs are addressed.

Accomplishments:

  • Successfully transitioned company from personal emails to communal HelpDesk use for support.
  • Established a feedback-oriented approach to ticket resolution, and leveraged that feedback to improve approach.
  • Executed customer effort and customer satisfaction survey program.

Develop

Owning Customer Support, Implementation and Onboarding, helped me act as a strong Voice of the Customer in all aspects of product development. My broad knowledge and understanding of customer requests and user cases created actionable development opportunities for our engineers. My top priority is to always improve our user experience. As Customer Success Manager overseeing many individual customer accounts, I am an advocate for minor functionality requests as well as large epics. I have helped my team restructure and re-prioritize a product road-map that better aligns with our users' needs.

Voice of the Customer in Product Roadmap Review and Change Control Meetings

Approach:

  1. Transparency- All requests from customers are captured in our product backlog and discussed in a weekly change control meeting. Feature and Change of Behavior Request reports are generated monthly. Customers are proactively contacted with updates on the status of their requests.
  2. Structure- Follow formal policies and procedures to develop robust project requirements. Create Formal guidelines on a per project basis to help prioritize customer asks and ensure the highest quality deliverables.

Accomplishments:

  • Became the Active Voice of the Customer and the primary customer advocate.
  • Strengthened knowledge of, and experience with, Agile software development
  • Gained experience with Microsoft SQL Server

Protect

Brand integrity and commitment to providing a high quality product is an important aspect of serving the end user. In a SaaS business model, customer retention is critical for business operations; I actively protected customer accounts by staying involved in all customer relations. In addition, I play an integral role in the GMP software validation process, and in Quality System design to ensure customers expectations are being met. These combined experiences allowed me to provide guidance to customers in maintaining a GxP validated state under Agile Guidelines for product development of cloud-based software.

First line of defense of all reoccurring revenue for SaaS startup

Responsibilities:

  • Internal Training- Responsible for performing group training presentations, ensuring internal employees are aware of, and trained on, company policies and procedures.
  • Quality Assurance- Assist in performing Quality Assurance functions, specifically in the development, review and approval process of internal QA documents.
  • Software Validation- Familiar with validation process, risk assessment and management procedures.

Thank you for your time! I hope to hear from you soon:

Email: Danielle.S.Rojas@gmail.com

Cell: 619.916.8606

Willing to relocate

References Available Upon Request

LinkedIn: Danielle Rojas

Resume: Danielle Rojas

Created By
Danielle Rojas
Appreciate

Credits:

Created with images by Unsplash - "ocean sky blue" • apasciuto - "Ocean"

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