Dominika Svrckova

Key Contributions:

• Gainsight Implementation: Successfully launched Gainsight CS and PX, enhancing customer engagement and retention.
• Digital Customer Success Program: Spearheading a Digital Customer Success Program, expanding the team and achieving quick results [launch in 3 months]
• Onboarding Strategy Transformation: Restructured the onboarding strategy, growing the team to nine members and accelerating customer time-to-value.

Responsibilities:

• Develop and lead a global team of onboarding specialists, driving growth and effective delivery. Utilize Gainsight to optimize customer success processes and maximize ROI.
• Shape Emplifi's Digital Customer Success strategy for scalable, personalized experiences.
• Analyze data and feedback to identify program improvement opportunities and revenue generation.
• Advocate for a customer-centric approach across the organization, driving business success through satisfaction.

• Managed and coached a team of 7 CSMs targeted on retention and upsells
• Responsible for retaining and growing a client portfolio of key customers across UK, and Nordics, with $7,5 million Annual Recurring Revenue
• Regular Forecasting with Regional Lead on retention and growth, to ensure meeting company targets

Key contributions:

• Improved forecasting accuracy by 17%, uncovering risky renewals and putting in place recovery plans to mitigate churn.
• Navigated transition of rBoB portfolio, including restructuring of the current team, while maintaining a positive culture

• Project-managed multiple CX improvements resulting in increased Ret and Net Ret across Emplifi's global COM / ENT client base (improvement of 8 pp on Ret YoY, $9,5mil Renewal Base)
• Own subject matter excellence and Sales approach for Customer Success Managers & Onboarding Managers globally. [Team of 55 CSMs dotted line & 10 OMs]
• Spearheading global Initiatives (capacity planning & portfolio redistributions, strike force behind top tier deals, collaboration with New Business, etc.) to generate up/cross-sells and improve Forecast accuracy, including timely assessment of churn risk.

Key Contributions:

• Developed client onboarding experience and redefined onboarding workflows including measurement of health framework and integrated VoC program with avg 4,6 training satisfaction score leading to increased product adoption by 18% and improved 1st year retention as a result.
• Defined implementation and onboarding phase and spearheaded systemic activities with Regional OMs [Regional Education Webinars, Content Creation for client LMS], directly correlating with improved adoption, TTV and NPS Results.
• Designed and launched Escalation process for field CS Team connecting Sales, Support, Product, providing input for product roadmap prioritization.

• Developed CSM Playbook and established respective Programs and Enablement:: CSM Role definition within CS Organization with regular forums, ensuring global alignment and consistency.
• Developed an account planning process for cross-role and cross-regional collaboration between New Business and CS.
• Focus on operational excellence in cooperation with Revenue Operations
• Worked closely with Regional Leaders to ensure standardization, identify potential gaps in AM performance in order to establish performance improvement plans.

Key Contributions:

• Unified RoB and Experience packages across 3 legacy companies, incl. engagement during client lifecycle alongside client-facing enablement and process to analyze impact on adoption / retention.
• PM for Client Migration from legacy onto new software [85 customers incl. BPOs, $3,4mil renewal base affected], facilitated cross-department collaboration with CS Team, Product, DevOps, Marketing Teams.

• Responsible for retention and net growth on key Account portfolio in Middle East and Turkey [ACCOR Hotels, Abu Dhabi Islamic Bank, Triumph Global, Saudi Gulf Airlines,..]
• Quota-bearing role accountable for Renewals, Upsell / Cross-sell, Product Adoption through onboarding and education workshops
• Work with Professional Services, Support, Product Development, R&D and Marketing to drive customer success

Key Contributions:

• Maintained and enhanced customer satisfaction by providing ongoing, proactive support throughout the customer life-cycle, resulting in a 95% Retention rate achieving over 170% of quota in Q4.
• Driving efforts to build a Loyalty Program and References and coordinating customer success stories with Marketing Department.

• Facilitated sales to meet assigned quotas in CEE & MEA, influenced new business including cooperation with brands such as SAB Miller Brands, PepsiCo, Danone Baby, MTV...

Key Contributions:

• Continuously exceeded monthly and quarterly targets while influencing 530K USD of new business in 2015
• Recognized for generating the biggest pipeline for Q3 in CEE and MEA
• Expanded footprint into existing accounts while boosting area sales by 8% through new product penetration and agency collaboration in CEE Market.

• Accountable for prospecting, account profiling, collaborative engagement with internal/external resources.

• Data quality assurance and daily operations of Data Management Center, reporting link for IP offices, business partners and educational providers. Visa advisory & Educational plans.