Stabilize Round 1

The organization had accomplished a great deal in customer acquisitions prior to my joining. They had amassed annual recurring revenues greater than $220+ million, but the Chief Client Success Officer had a problem. They could not nail down accurate reporting for:

• What was at risk in year, up for renewal

• What product(s) customers have, white space identification

• What increases we could forecast

• What our Net Revenue Retention metric was

As a result I was able to work directly with them to compile the organizations first source of truth on active agreements. Collating 350+ complex agreements into a structured data set, married with standard operating procedures for customer success personnel to maintain in order for the executive leadership team to see:

• Revenue at risk, un-renewed expiring agreements

• Customer sentiment, “flagging” leading indicators for churn

• Secured Revenue, renewed agreements

We were able to reflect this in a board ready dashboard that was easily presentable and digestible. With the successful completion of the tool, I was asked to roll out processes globally for our EMEA, Australia, and UK teams.