Anthony Assetta
Timnath,CO
Summary
Reliable, motivated and innovative United States Navy veteran with extensive experience in the SaaS ecosystem. A strong customer success leader with over 8 years of customer service experience including over 7 years of experience in customer onboarding, customer relationships, account management, process improvement and project management.
Overview
14
14
years of professional experience
Work History
Senior Implementation Manager
Cove, Inc.
11.2023 - Current
- Designed and executed detailed implementation plans for 15-20 enterprise clients simultaneously, ensuring continuous engagement and clear communication with all stakeholders throughout each project. This involved coordinating cross-functional teams, managing timelines, and addressing any issues that arose to deliver successful outcomes.
- Collaborated closely with product and engineering teams to develop and refine a wish list of functionalities. This involved gathering input from various stakeholders, aligning on key features, and working together to prioritize and implement these functionalities effectively.
- Partnered with leadership to design and implement project management processes and contribute to scalable success strategies. This collaboration involved analyzing current workflows, identifying areas for improvement, and developing strategies that enhanced efficiency and supported sustainable growth.
- Mentored two junior team members, guiding them through challenging issues and providing support to help them navigate complex situations. This role involved offering strategic advice, sharing industry knowledge, and fostering their professional growth.
Director of Onboarding and Retention
Signpost (Business Was Acquired)
05.2023 - 10.2023
- Engaged in critical thinking and continuous process improvement to facilitate a high-quality customer onboarding experience
- Reduced average onboarding time from 12 weeks to 6 weeks in just 3 months by creating a new implementation process with the help of my team.
- Implemented Gainsight software for the customer success team including setting up KPI tracking, creating custom reports and creating implementation workflows.
- Reduced FTL (failure to launch) from 45% to 12% by collaborating with sales, engineering and product teams to cut out inefficiencies in processes.
- Increased engagement rate from 61% to 74% by revamping the implementation process to focus on PBR (primary buying reason).
- Created performance metrics for onboarding and retention teams including TTV, Retention %, Mortality Rate, FTL Rate, MRR % Saved, Average Time to Onboard, and engagement rate.
- Developed pulse surveys to convey customer feedback.
- Collaborate with our Training Manager to develop and implement training programs for new hires and experienced employees.
- Recommend updates to existing products and services based on customer feedback that helped increase customer satisfaction and retention.
- Conducted weekly 1:1 meetings with my direct reports for coaching and skill development.
- Served as an escalation point for customer concerns and worked with my team and cross functional partners to find creative solutions when possible.
- Collaborated with product and engineering teams to create a ticket escalation process to improve turn around on customer tickets and product bugs.
- Created a culture of accountability, pride and employee growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
Global Lead of Customer Onboarding
Cin7
01.2023 - 04.2023
- Created a continued onboarding service for post-live clients that generated up to $50,000 NRR (Net Revenue Retention) per month
- Collaborated with engineering, product and onboarding leadership to create software enhancements to improve go-live speed and decrease churn
- Created a pre go-live SOP that decreased post-live support tickets and reduced man hours by up to 200 a month
- Collaborated with onboarding managers in 3 regions (US, APAC, EMEA) to improve onboarding efficiencies
North American Onboarding Manager
Cin7
05.2022 - 01.2023
- Hired and developed top talent to maximize profitability
- Managed and coached up to 10 onboarding specialists to empower them to provide an exceptional customer onboarding experience
- Implemented GuideCX which allowed my team to hit their KPIs more regularly, stay organized and on task, have clear communication with the client and increase our overall revenue as a department.
- Acted as an escalation point , possessing the ability to handle difficult customer conversations deftly
- Conducted weekly 1:1 sessions to ensure KPIs were on target
- Collaborated with customer success, sales and executive leadership to improve go-live efficiencies
- Worked closely with our partners to increase growth
Senior Onboarding Manager
Cin7
11.2020 - 05.2022
- Created scoping documents and plans to ensure a timely project delivery
- Onboarded between 15-20 concurrent Cin7 implementations for a wide range of industries
- Assisted junior implementation specialists with difficult onboardings and work-arounds
- Delivered effective training to Cin7 clients via Zoom trainings, webinars, and documentation
- Assisted with data transfer and integration implementation
- Consistently met all KPIs set by the leadership team
Implementation Manager
Par Excellence Systems
05.2019 - 08.2020
- Created project plans to include scoping, planning, execution and closure.
- Installed and configured proprietary software and hardware in healthcare organizations across the US.
- Collaborated with clinicians and supply chain teams on all aspects of implementation including but not limited to room design and installation, software training and technical support
- Provided data analysis to supply chain staff to increase inventory efficiencies
- Lead a team of 3-5 Implementation specialists to ensure timeline and scope were being met.
Logistics Specialist 3rd Class
United States Navy, USN
02.2011 - 01.2015
- Implemented NTCSS software to 9 different forward-deployed squadrons
- Tracked supply, equipment and product inventory quantities to maintain necessary levels.
- Oversaw every phase of supply chain, from purchase order to delivery to invoicing, targeting 100% end-user satisfaction.
- Squad Leader for 8 junior sailors
- Honorably Discharged
Education
Bachelor of Science - Biology
University of Colorado Denver
Denver, CO12.2018
Skills
- Change Management
- Project Management
- Onboarding Management
- Integration Support
- Leadership
- E-Commerce
- Proptech
Hobbies
- Fly fishing
- Cooking
- Camping/Hiking
- Travel
Timeline
Senior Implementation Manager
Cove, Inc.
11.2023 - Current
Director of Onboarding and Retention
Signpost (Business Was Acquired)
05.2023 - 10.2023
Global Lead of Customer Onboarding
Cin7
01.2023 - 04.2023
North American Onboarding Manager
Cin7
05.2022 - 01.2023
Senior Onboarding Manager
Cin7
11.2020 - 05.2022
Implementation Manager
Par Excellence Systems
05.2019 - 08.2020
Logistics Specialist 3rd Class
United States Navy, USN
02.2011 - 01.2015
Bachelor of Science - Biology
University of Colorado Denver
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