David Truong

About David Truong

Super-powered leader building teams of super-powered individuals!Powers include- Talent radar: able to sense the power of others when they can\'t sense it themselves- Customer journey expert: empathetic navigator, ensuring customer success- Change Manager: blowing up and rebuilding broken processes- Process scaler: leaping small processes in a short brainstorm- Trend checker: analytically minded, financially accountable- Story teller: skilled in the art of persuasion by numbers.Background in business operations, project management and technology consulting in the fintech, restaurant, retail, and manufacturing industries.

Experience

1. Senior Director of Customer Success

   Toast

   Oct 2023 — Present · Los Angeles, CA, US

   Primarily responsible for the SMB Customer Success program which deploys a multi-tiered service model to engage the 100k+ customers and manage over $1B ARR in the SMB space which spans multiple industries, geographies and product verticals. • Designed and deployed a Scaled CS service model, moving from a 1:1 to team-based approach, expanding reach from 1.2k to 7k+ customers annually without increasing headcount.• Expansion of Scaled CS coverage and offerings to include a redesigned 1:1 service model running parallel to the scaled model, enabling service for up to an additional 20k customers; rapidly hired, onboarded, and enabled 2 Directors, 4 Managers and 48 CSMs in six months.• Established a dedicated Strategy & Operations team to efficiently centralize and manage workflows, data, technology, QA, and cross-department operations.• Established an Enablement team to efficiently drive new-hire onboarding, ongoing CSM enablement, and manage cross-functional process improvements.• Established and integrated Customer Success programs to support new product verticals and industries - retail, payroll & HR management.

Education

• DeVry University

  Bachelor of Science (BS), Computer Systems Networking and Telecommunications

  2000 — 2005

• Mt. San Antonio College

  Associate of Science (A.S.), General Studies

Skills

• Cost Control
• Hiring
• Financial Analysis
• Contract Negotiation
• Time Management
• Real Estate Transactions
• Team Leadership
• Restaurant Management
• Networking
• Strategic Planning
• Sales
• First Time Home Buyers
• Team Building
• Project Planning
• New Store Development
• Real Estate Marketing
• Inventory Management
• Customer Service
• Project Management
• Fha Financing
• Training
• Forecasting
• Operations Management