Data-Inspired, Action-oriented Sales and Customer Success Leader

Sales Leader for Business Development, Account Management and Customer Success

Sennco Solutions, Inc.

Sales Leader

Skills: Teamwork · Team Building · Customer Service · Software as a Service (SaaS) · Customer Success · Negotiation · Microsoft Office · Time Management · Sales Processes · Leading Meetings · Sales Management · Coaching · Analytical Skills · Sales Performance · Data as a Service · Interviewing · Presentation Skills · Cross-functional Collaborations · Quota Achievement · Customer Interaction

CareerBuilder

Sr Mgr Customer Success, Commercial Services

Skills: Teamwork · Team Building · Customer Service · Customer Success · Negotiation · Microsoft Office · Time Management · Sales Processes · Leading Meetings · Sales Management · Coaching · Analytical Skills · Sales Performance · Data as a Service · Interviewing · Presentation Skills · Cross-functional Collaborations · Quota Achievement · Customer Interaction

Dun & Bradstreet

AVP, Customer Success

Guided and inspired a team of remote and office-based Customer Success Managers to 
drive positive business outcomes for our Customers, focusing on driving solution adoption and 
sustainable proven value over the Customer Lifecycle.  Improved retention rates and growth rates for a portfolio of ~$45 million, consisting of 80-100 large spend Customers.

 Recruited, developed and coached a team of 5-9 CSM’s that delivered 112% and 
106% net retention rates in 2017 and 2018, respectively.

 Collaborated with leaders and peers to build strategy and team members implement and 
execute a Customer Lifecycle structure to guide proactive engagements.

 Interfaced with sales team leaders to identify, align and co-execute on mitigation 
plans for at-risk Customers.

 Improved understanding of Industry/Customer trends via active participation in 
non-D&B sponsored Customer forums.  Shared learnings with product teams to 
guide future product development.

Leader, Customer Success Central Region

Customer lead for directing post-implementation activities across all product segments 
for a portfolio of Strategic customers valued at $15 million.

 Through building and maintaining relationships with key Customer stakeholders  
delivered retention rates of 91% and 95% on covered accounts for years 2014 
and 2015, respectively.

 Reduced implementation delays through development of an effective process to 
document, communicate and escalate technical challenges as well as data quality 
issues.​

 Collaborated with SME’s to build and deliver a customized analytic deliverables, resulting in improved Customer data quality as well as providing a template for team members to utilize.

 Created and updated risk identification, documentation, mitigation and 
communication plans to drive exceptional retention results for Customers at-risk.

 Mentored new Customer Success team members to accelerate their onboarding process and ability to contribute.

Customer Success Director

Founding member in creation of the Insurance Vertical team, a ~$15.0 million portfolio 
which consisted of our largest P&C and Health carriers in the Central US region.

 Recruited, interviewed and selected  team members to retain and 
grow a $15.0 million Customer portfolio in Central Region

 Collaborated with SME’s, product, technology and marketing teams to build and 
deliver a customized set of presentations designed to demonstrate product value 
proposition.
  
 In the absence of a formal Customer Care playbook, took initiative to implement 
a quarterly review process with all Customers to drive retention to the high 90’s.
 
 Developed and drove negotiation/renegotiation strategies of multi-year sales 
inventory renewals and projects resulting in average growth rates of 5%.

Insurance Industry Specialist

Account management of a $10.0 M portfolio of Global Customers.  Developed tools and 
implemented strategies to improve revenue retention and to increase growth through effective cross-sell and upsell activities.

 Increased project revenue retention to 97.5% in 2009 and 2010, through 
implementation of Customer Care Framework, ensuring consistent periodic 
customer touchpoints during project lifecycles.

 Successfully addressed gaps in solution deliverable against Customer 
expectations and engaged appropriate level of resources to resolve in timely 
manner.

 Through Solution/Process Reviews, tracked and communicated Customer 
Satisfaction levels and tangible ROI performance to sales team and sales 
leadership.

Senior Solutions Consultant

Drive consistent double-digit revenue growth by enhancing existing client relationships 
and identifying new business opportunities in a $4.0 M + portfolio of Fortune 1000 
Customers.

 Increased Revenue on average by 12% over 3 ½ year period.  Exceeded prior 
year results in 15/18 quarters.

 Recognized as Associate Global Customer Manager of the Year – 
Midwest Region in 2002 and 2003.

 Provide clients with customized business solutions and data that impact 
performance with key functional areas: risk management, finance, marketing, 
supplier management.

 Led and motivated a team of resources to ensure effective teamwork, portfolio 
penetration and customer satisfaction.

David Mlsna