Resume
PHYLLIS A. GRICCO
EXPERT IN SAAS CLOUD-BASED CUSTOMER SUCCESS SOLUTIONS
1089 Lorraine Drive, Franklin Square, NY 11010 ? Cell:------------ ?------------
SUMMARY
Goal and detailed-oriented dynamic business executive with experience in Customer Success, Business Operations, and Information Technology solutions. Proven track record of success in portfolio and account management, sales development, and successful conflict resolution. Hands-on experience in project management; human resources oversight; sales account control; lifecycle management; strategic/consultative selling; client communications; and cross-functional teamwork to manage customers at all levels.
KEY ACHIEVEMENTS
? Exceeded target growth by over 30% in first year at Interact Intranet
? Produced over $1.9m in ARR and Professional Services in first year at Interact Intranet, reducing churn to less than 7% of all eligible customers.
? Oversaw business growth from just $15K monthly in credit card transactions to $1B transactions per month at KWI Merchant Services Division.
? Managed growth of 20%+ year-to-year as KWI Customer Success Management.
? Signed over $1.2M in business within 2 years of KWIMS existence.
? Recognized for outstanding ability to service customers in a swift and efficient manner at both KWI and AVI-SPL.
PROFESSIONAL EXPERIENCE
CB INSIGHTS, New York, NY 2019 – Present
The CB Insights tech market intelligence platform analyzes millions of data points on venture capital, startups, patents, partnerships and news mentions to help our clients see tomorrow's opportunities, today.
Customer Success Manager
? Responsible for maintaining a portfolio of accounts that include some of the world’s leading corporate Strategy and Innovation groups
? Drive customer software engagement & development of power users across customer organizations.
? Implement Customer Success Plans for assigned accounts.
? Collaborate with the business development team to expand customer relationships.
? Run the renewal process for the assigned portfolio of accounts.
? Maintain communication & governance protocols across customer and internal teams.
? Effectively solve ad-hoc customer issues as needed.
? Bring to bear predictive renewal analytics to identify customer expansion opportunities and churn risks.
? Stay current and educate customers on CB Insights’ products, competitive landscape & innovation trends.
INTERACT INTRANET, New York, NY 2017 – 2019
Interact is a global enterprise software company that serves intranet software to over one million users across more than 800 organizations.
Customer Success Manager
? Trusted advisor helping customers drive adoption, mature and succeed.
? Expert in elevating customer experience by sharing best-practices and key success factors, as well as understanding the client’s business objectives and strategies.
? Proactively establish action plans that allows clients to maximize their performance with their internal communications solution, from contract signature phase onward
? Develop trusted relationships with senior stakeholders and executive support
? Build efficient and strategic performance reports for clients
? Drive engagement, interaction, presentations, demos and site visits
? Identify and grow opportunities among customers
? Identify and assess renewal risks for customers
? Assists with issues and support escalations
AVI-SPL, New York, NY 2016 – 2017
The world’s largest and most trusted systems integrator providing cloud-based collaboration solutions that improve the way individuals, organizations, and businesses work together.
Sales and Account Management
? Recruited to spearhead overall direction of digital signage product line including strategy, design, and solutions management in the Retail Sector.
? Using consultative sales approach to determine customer visual collaborative needs.
? Designing and implementing focused prospecting tools like webinars, seminars, and email campaigns to increase sales and expand customer base.
4th Bin, New York, NY 2014 – 2016
Full Cycle e-management of computer equipment, asset value recovery, secure date destruction and responsible electronic recycling.
IT Portfolio Manager/Director: Sales and Account Management
? Provided sustainable technology management solutions via unique IT lifecycle consulting service. Operated a customized software application for tracking and forecasting all client future asset values.
? Optimized key client’s net spend, opportunity cost, and Total Cost of Ownership (TCO).
? Managed complex process/projects and cross-functional team efforts throughout the entire sales cycle.
KWI, New York, NY 1996 – 2014
The first SaaS-based, managed services solution to run specialty retail operations.
Promoted through a series of increasingly responsible management positions:
Director, Concierge Services: Sales and Executive Account Management 2012 – 2014
Director of Operations: Sales, Merchant Services Division 2007 – 2012
? Maximized revenue growth within client bases by implementing strategic and consultative selling methods for business applications software/solutions to successfully close $1.4M in up sales during the first year with the company.
? Forecasted and analyzed client needs to suggest features, benefits, impact, and value/ROI of products and services. Concentrated on customer success to reduce churn.
? Met and exceeded annual sales and revenue objectives by 27% year after year.
? Aggressively administered S------------ database to maintain current information and status of prospects, current customer records, and potential business based on data-driven decision analysis.
Human Resource Management Positions 1996 – 2007
Performed recruiting, managed employee relations and all HR operations at Robert Half International, Laffey Associates, R2K, Inc., and Ohrenstein & Brown, LLP.
EDUCATION
University of Phoenix, MBA, Human Resources and Management
Pennsylvania State University, Political Science/Sociology, Minor in Criminal Justice
UNIQUE SKILLS
Sales Account Management ? CRM ? Efficient Multi-Tasking ? Project Management
Creative, Energetic Self-Starter ? Human Resources Management ? Proficient Negotiator
Talent Mentoring & Coaching ? Operational Leadership ? Analytical
IT Portfolio Oversight Expertise ?Excellent Written & Oral Communication Skills
References
Gary Brill, VP of Business Development, KWI
------------
Michael Deutsch, Partner, The Deutsch Group
------------
PHYLLIS A. GRICCO
EXPERT IN SAAS CLOUD-BASED CUSTOMER SUCCESS SOLUTIONS
1089 Lorraine Drive, Franklin Square, NY 11010 ? Cell:------------ ?------------
SUMMARY
Goal and detailed-oriented dynamic business executive with experience in Customer Success, Business Operations, and Information Technology solutions. Proven track record of success in portfolio and account management, sales development, and successful conflict resolution. Hands-on experience in project management; human resources oversight; sales account control; lifecycle management; strategic/consultative selling; client communications; and cross-functional teamwork to manage customers at all levels.
KEY ACHIEVEMENTS
? Exceeded target growth by over 30% in first year at Interact Intranet
? Produced over $1.9m in ARR and Professional Services in first year at Interact Intranet, reducing churn to less than 7% of all eligible customers.
? Oversaw business growth from just $15K monthly in credit card transactions to $1B transactions per month at KWI Merchant Services Division.
? Managed growth of 20%+ year-to-year as KWI Customer Success Management.
? Signed over $1.2M in business within 2 years of KWIMS existence.
? Recognized for outstanding ability to service customers in a swift and efficient manner at both KWI and AVI-SPL.
PROFESSIONAL EXPERIENCE
CB INSIGHTS, New York, NY 2019 – Present
The CB Insights tech market intelligence platform analyzes millions of data points on venture capital, startups, patents, partnerships and news mentions to help our clients see tomorrow's opportunities, today.
Customer Success Manager
? Responsible for maintaining a portfolio of accounts that include some of the world’s leading corporate Strategy and Innovation groups
? Drive customer software engagement & development of power users across customer organizations.
? Implement Customer Success Plans for assigned accounts.
? Collaborate with the business development team to expand customer relationships.
? Run the renewal process for the assigned portfolio of accounts.
? Maintain communication & governance protocols across customer and internal teams.
? Effectively solve ad-hoc customer issues as needed.
? Bring to bear predictive renewal analytics to identify customer expansion opportunities and churn risks.
? Stay current and educate customers on CB Insights’ products, competitive landscape & innovation trends.
INTERACT INTRANET, New York, NY 2017 – 2019
Interact is a global enterprise software company that serves intranet software to over one million users across more than 800 organizations.
Customer Success Manager
? Trusted advisor helping customers drive adoption, mature and succeed.
? Expert in elevating customer experience by sharing best-practices and key success factors, as well as understanding the client’s business objectives and strategies.
? Proactively establish action plans that allows clients to maximize their performance with their internal communications solution, from contract signature phase onward
? Develop trusted relationships with senior stakeholders and executive support
? Build efficient and strategic performance reports for clients
? Drive engagement, interaction, presentations, demos and site visits
? Identify and grow opportunities among customers
? Identify and assess renewal risks for customers
? Assists with issues and support escalations
AVI-SPL, New York, NY 2016 – 2017
The world’s largest and most trusted systems integrator providing cloud-based collaboration solutions that improve the way individuals, organizations, and businesses work together.
Sales and Account Management
? Recruited to spearhead overall direction of digital signage product line including strategy, design, and solutions management in the Retail Sector.
? Using consultative sales approach to determine customer visual collaborative needs.
? Designing and implementing focused prospecting tools like webinars, seminars, and email campaigns to increase sales and expand customer base.
4th Bin, New York, NY 2014 – 2016
Full Cycle e-management of computer equipment, asset value recovery, secure date destruction and responsible electronic recycling.
IT Portfolio Manager/Director: Sales and Account Management
? Provided sustainable technology management solutions via unique IT lifecycle consulting service. Operated a customized software application for tracking and forecasting all client future asset values.
? Optimized key client’s net spend, opportunity cost, and Total Cost of Ownership (TCO).
? Managed complex process/projects and cross-functional team efforts throughout the entire sales cycle.
KWI, New York, NY 1996 – 2014
The first SaaS-based, managed services solution to run specialty retail operations.
Promoted through a series of increasingly responsible management positions:
Director, Concierge Services: Sales and Executive Account Management 2012 – 2014
Director of Operations: Sales, Merchant Services Division 2007 – 2012
? Maximized revenue growth within client bases by implementing strategic and consultative selling methods for business applications software/solutions to successfully close $1.4M in up sales during the first year with the company.
? Forecasted and analyzed client needs to suggest features, benefits, impact, and value/ROI of products and services. Concentrated on customer success to reduce churn.
? Met and exceeded annual sales and revenue objectives by 27% year after year.
? Aggressively administered S------------ database to maintain current information and status of prospects, current customer records, and potential business based on data-driven decision analysis.
Human Resource Management Positions 1996 – 2007
Performed recruiting, managed employee relations and all HR operations at Robert Half International, Laffey Associates, R2K, Inc., and Ohrenstein & Brown, LLP.
EDUCATION
University of Phoenix, MBA, Human Resources and Management
Pennsylvania State University, Political Science/Sociology, Minor in Criminal Justice
UNIQUE SKILLS
Sales Account Management ? CRM ? Efficient Multi-Tasking ? Project Management
Creative, Energetic Self-Starter ? Human Resources Management ? Proficient Negotiator
Talent Mentoring & Coaching ? Operational Leadership ? Analytical
IT Portfolio Oversight Expertise ?Excellent Written & Oral Communication Skills
References
Gary Brill, VP of Business Development, KWI
------------
Michael Deutsch, Partner, The Deutsch Group
------------