Danny Steban Duran

Managed end-to-end contract renewal lifecycle for customer portfolio, focusing on Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

• Executed proactive strategies for at-risk accounts based on health scores and engagement trends.
• Maintained accurate renewal forecasting and pipeline visibility to enhance revenue predictability.
• Collaborated with Customer Success, Sales, and Finance teams to align commercial strategy with renewal outcomes.
• Drove timely execution of renewals while enhancing customer experience and long-term value.
• Analyzed renewal performance metrics to refine retention strategies and improve processes.

• Client Relationship Development
• Strategic Campaign Oversight and Execution
• Marketing Platform Access and Integration
• Customer Onboarding and Training Programs
• Data Analysis, Performance Reporting, and ROI Optimization
• Internal Revenue Growth through Operational Efficiency
• KPI Design and Management for Enhanced Departmental Success
• Continuous Process and Operational Improvement
• Results-oriented Customer Success Manager with extensive experience in B2B, B2C, Lead Generation, and E-commerce environments. Skilled in building strong client relationships, enhancing customer satisfaction, and supporting internal revenue growth through effective process optimization. Proven track record of working with cross-functional teams to ensure seamless integration of marketing platforms, while driving performance improvements and delivering measurable business results.

• Client Relationship Management
• Strategic Planning
• Team Leadership
• Customer Onboarding and Training
• Data Analysis and Reporting
• KPIs Implementation and Management
• Continuous Improvement
• Dedicated and results-driven Customer Success Manager with extensive experience in subscription-based and transactional-based B2B services. Proven track record of cultivating robust client relationships, elevating customer satisfaction, and ensuring the seamless implementation of products or services.

• Planning, implementation, and adoption of projects.
• Met with project stakeholders regularly to assess progress and make adjustments.
• Created and presented data using MS Excel spreadsheets and other MS Office tools.
• Interacted with customers and clients to identify business needs and requirements.
• Account management for Cisco clients, project delivery, management of Cisco security networking technologies, optimizing the service and customer experience to give greater value to their contract, with views and the objective of renewing it in the future, and aligning resources for technology planning and implementation.

• Motivated and trained employees to maximize team productivity.
• Conducted root cause analysis in deficient areas to identify and resolve central issues.
• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Direct customer contact, product updates, support for operation metrics, reports, escalations to clients and standardization of processes, leading teams of up to 18 people, Compliance with metrics, and improvement of KPIs.

• Conducted orientation sessions to assess skill levels and areas of strength and weakness.
• Provided constant training to staff on newly developed training programs used in classrooms, new language labs, and computer systems.
• Compiled training handbook and related course materials.
• Evaluated the success of training programs and recommended improvements to upper management to enhance effectiveness.