Customer Success Manager

GERARD GRAVALLESE

Seattle, WA 206-***-**** ****************@*****.*** linkedin.com/in/ggrav/

CERTIFIED CUSTOMER SUCCESS LEADER

Strategic and data-driven Customer Success Leader with extensive expertise in customer acquisition, growth, and retention. Accomplished in growing high-value accounts, fostering relationships, and improving customer satisfaction. Proven success in mentoring teams and driving cross-functional collaboration. Experienced in finance, healthcare, SaaS DX, and eCommerce.

KEY ACHIEVEMENTS

Customer Success: Managed a book of 18 strategic accounts from onboarding through renewal totaling $10M ARR and awarded CSM of the year 2023 at Sitecore Inc.

Customer Retention: Implemented data-driven success plans, resulting in a 98% customer retention rate and 15% reduction in churn.

Escalation Management: Led cross-team escalations for high-visibility accounts, reducing resolution time by 40% and saving $900K ARR in 2023.

Training & Development: Built internal programs for new hire orientations and customer enablement of SaaS software solutions.

AREAS OF EXPERTISE

Customer Success Customer Retention Account Management Data-Driven Leadership Team Building

Incident Escalation Customer Enablement Project Management Marketing Technology Analytics

Personalization SEO CRM Systems

Salesforce CRM Gainsight CRM Showpad GA4 Adobe Analytics Tableau ChatGPT Surfer AI

Bloomreach Discovery AI Wordpress Search Ahrefs Google Search Console Screamingfrog VWO CRO Userfeel

MS Office Suite Sitecore CMS Salesforce Marketing Cloud Miro Balsamiq Figma

PROFESSIONAL EXPERIENCE

Neighborhoods.com Kent, WA 12/2023 – 05/2024

DIRECTOR OF CUSTOMER ACQUISITION & GROWTH

●Managed hiring across both Agile Product Management and Content Strategy teams, diligently building a strong and effective workforce.

●Founded an A/B Test & Target Team to create data-driven user stories for UX/UI and return visit personalization, increasing conversion rates by 9.26% on highest yield pages in the first 60 days.

●Pioneered the practical application of AI tools for content creation at scale, streamlining processes and improving content quality.

●Improved page speed by up to 50% using insights from Google PageSpeed Insights and New Relic, leading to better user experience and SEO performance.

●Negotiated vendor contracts for SEO and UX design, ensuring cost-effective and high-quality service delivery.

Sitecore Inc. San Francisco, CA 03/2020 – 12/2023

SENIOR CUSTOMER SUCCESS MANAGER

●Managed a portfolio of 18 enterprise Fortune 500 accounts in Salesforce and Gainsight totaling $10M ARR.

●Customers include Microsoft, REI, Zillow, Coca-Cola, Liberty Mutual, HUB International, First Republic Bank

●Developed and implemented innovative new hire orientation programs, focusing on Cloud-based infrastructures.

●Boosted adoption rates by 35% by customizing workshops and training sessions on Sitecore core products.

●Conducted detailed reviews of Azure Cloud consumption with C-Suite stakeholders, against contracted prepaid limits.

●Led cross-team escalations for high-visibility accounts, reducing resolution time by 40% and saving an astounding $900K ARR in 2023.

●Awarded CSM of the Year 2023.

CUSTOMER SUCCESS MANAGER

●Fostered relationships with SaaS enterprise customers, contributing to a 20% upsell lift in annual contract value.

●Implemented data-driven success plans, resulting in a 98% customer retention rate and 15% reduction in churn.

●Executed follow-up strategies for NPS surveys, analyzed feedback, and made service improvement recommendations.

●Created enablement checkpoints to ensure customers are using the software features.

●Communicated Voice of Customer feedback to internal product teams, influencing high impact product changes.

●Partnered with Sales to move legacy prepaid customers to subscription based pricing models.

BECU Seattle, WA 01/2017 – 02/2020

SENIOR MARKETING TECHNOLOGIST

●Agile Product Manager for Marketing Technology and Analytics teams, driving the technical MarTech roadmap and continuous UI/UX improvements.

●Directed ADA compliance audits, company rebranding efforts, and CMS version upgrades.

●Implemented personalization strategies using marketing personas and behavioral analytics.

●Developed Sprint intake process to enhance communication between Marketing and IT teams.

SENIOR MANAGER - CONTENT STRATEGY

●Led a team of Front-End Developers, Content Strategists, and Social Media Managers.

●Conducted sitewide navigation improvements, bringing a $1.5M SEO vendor contract in-house with a comprehensive SEO audit.

●Defined customer personas and user journeys, increasing contact rates for key products and reducing call volume.

●Improved web experiences through cross-functional collaboration and conducted workshops to create journey-based content marketing roadmaps.

APlaceforMom.com Seattle, WA 04/2015 – 01/2017

CONTENT MARKETING MANAGER

●Increased SEO traffic by 67% using SearchMetrics and Google Search Console.

●Managed hiring for content creators and hand-picked freelancers from the US and Canada.

●Conducted continuous A/B testing for paid landing pages and email CTR.

●Collaborated cross-functionally with PR and Brand teams on major campaigns.

Nordstrom.com Seattle, WA 04/2013 – 04/2015

SEO PROJECT MANAGER

●Increased organic traffic by 188% YoY for Black Friday and achieved a 238% lift for Cyber Monday with SEO strategies.

●Adopted Bloomreach Discovery AI for search and content creation, identifying content gaps and setting SEO priorities using Google Analytics, Google Search Console, Bloomreach, and Brightedge.

●Educated cross-functional teams on SEO best practices and consulted with marketing teams using customized SEO analytics dashboards.

Strategic Edge Partners Seattle, WA 04/2012 – 04/2013

DIRECTOR OF INTERNET MARKETING

●Recruited to manage and mentor a team of Digital Marketing specialists for a start-up agency.

●Defined workflows for customer calls, analytics dashboards, and go-to-market sales strategies for new services.

Seattle Children's Hospital Seattle, WA 02/2008 – 04/2012

ONLINE MARKETING SPECIALIST

●Led SEO initiatives during website redesign, site migration, and rebranding for a 36K-page website.

●Customized Adobe Analytics for enhanced tracking and reporting.

●Optimized conversion funnel for online donations setting precedents in online donations.

●Managed a $1.2M annual PPC budget.

EDUCATION

BACHELOR OF ARTS, THEATER Alliant International University San Diego, CA

CERTIFICATIONS, AWARDS, & LICENSES

CERTIFIED SCRUM PRODUCT OWNER Scrum Alliance 2024

CERTIFIED CUSTOMER SUCCESS MANAGER, LEVEL 3 SuccessCOACHING 2023

AWARDED CSM OF THE YEAR Sitecore 2023

CERTIFIED DARE TO LEAD Brene Brown 2019

LICENSED REAL ESTATE AGENT

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