Demir Bracic

ad3e70@r.postjobfree.com 949-***-**** Mission Viejo, CA www.LinkedIn.com/in/bracic

SUMMARY

Seasoned professional with 22-year track record in customer success roles, currently serving as Vice President, Customer Success at True. Demonstrated expertise in managing customer success teams, developing customer success strategies, and implementing performance metrics. Proven ability in fostering customer-first approach, optimizing customer lifecycles, and contributing to revenue expansion. Seeking a challenging role to leverage extensive experience in customer success.

WORK EXPERIENCE

True

Vice President, Customer Success 2023 - Present

• Manages team of customer success representatives, ensuring performance aligns with organizational objectives and fostering a productive work environment.

• Develops and implements comprehensive customer success strategy, utilizing OKRs, KPIs, and measurable metrics to track performance, drive revenue expansion and enhance product adoption.

• Leads in cross-functional team management, compensation planning, and decision-making regarding team structures, emphasizing a customer-centric approach throughout the organization. Phoenix Team

Managing Practitioner 2021 - 2022

• Acted as an Executive Strategist to enhance insurance partnerships and improve customer servicing retention.

• Collaborated with various teams to identify and address underlying issues, creating data tables to highlight single points of failure.

• Utilized data-driven insights to generate a transformative strategy, inducing significant organizational change in operational procedures.

• Introduced technology tools to facilitate cross-selling opportunities, driving business growth and efficiency. Cloudvirga

VP, Customer Implementation 2015 - 2021

• Oversaw daily operations and led a team, ensuring optimal performance and meeting client operational needs.

• Analyzed data to compile detailed reports, set KPIs, and gathered customer feedback, identifying opportunities for product adoption.

• Guaranteed the effectiveness of customer service software and managed vendors to maintain seamless client operations.

• Organized training for client business teams and established strong client relationships, consistently meeting and exceeding expectations.

Skyline Home Loans

IMP Software Manager 2011 - 2015

• Collaborated with a software team as a Loan Officer, offering workflow advice and mentorship to enhance team efficiency.

• Oversaw loan officer production through software management, aligning operations with organizational goals.

• Conducted weekly meetings with Quality Assurance to address software bugs and set new objectives, contributing to continuous improvement and growth.

WNC Partners, LLC

Regional Manager West 2010 - 2011

• Managed both commercial and residential loan processes, focusing on the smooth functioning of underwriting and documentation, while maintaining a high standard of customer experience.

• Skillfully analyzed and restructured loan processes and new business due diligence teams, using Excel and database programs for accurate property value determination and effective loan portfolio tracking. Millennia Mortgage

Sales Manager 2001 - 2009

• Oversaw and directed all sales activities at Millennia Mortgage, including the development and implementation of strategic sales plans, the management of key customer relationships, and the training and development of sales staff, resulting in significant growth in revenue and market share. EDUCATION

Cal State University, Fullerton

Bachelors, Economics

None

CERTIFICATIONS

Project Management, Google Campus None

Scrum Master Certified (SMC), Scrum Alliance None

SKILLS

Vendor Management • Change Management • Collaborative Communications • Project Management • Implementation Expert • Customer Success Driven • Problem Resolution • Cost Analysis • Business Process Improvement • Risk Management • SAAS and Enterprise • Requirements Analysis

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