Douglas Murray
Director Customer Success Director Client Service Director Customer Retention Director Service @Deliverhealth
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WORK HISTORY
Director Customer Success Director Client Service Director Customer Retention Director Service @Deliverhealth
As Director Customer Success of the Eastern Region, along with 4 CS team members, was responsible for the business results and for supporting the overarching goals of the organization and our customers. I ensured crossfunctional collaboration with sales, professional services, product, finances and marketing. Through development of key relationships and partnerships allowed us to help drive product adoption usage and value from the DH platform and services. Responsible for the financial integrity of the CSM department, expense management, budget changes.
EDUCATION
University of North Texas
BBA Business Administration
SKILLS
ABOUT DOUGLAS MURRAY
I have demonstrated experience managing client retention programs through leadership of proactive teams developing strategic client relationships. Well-developed capabilities to implement Client Success strategic plans to ensure client satisfaction.Visionary leader with the ability to lead the implementation of specific initiatives and projects in alignment with the department’s strategy and company vision.Rational intuitive thinker skilled at developing efficient processes, solutions, and streamlining activities, enabling customer success and satisfaction.Proven aptitude to manage highly complex materials, discussions, and projects with complete professionalism and discretion. Effective influence, negotiation, and communication skills. • Provided leadership that resulted in 100% customer retention and increased revenue 10% the first two years that enabled the business to maintain a revenue run rate of $46 million.• Completed 85 implementations in one year and grew the company’s ARR $50 million• Created a standard account management plan whose metrics focused on the financial health of each customer that resulted in an 87% increase in customer referencesKey Competencies: Customer Relations & RetentionLeadership DevelopmentProblem SolverResults DrivenOperations Planning & AnalysisBusiness & Service ExpansionTeam BuilderQuality & Cost ConsciousContract & Agreement NegotiationsProject ManagementQuality & Productivity Improvements (KPI’s)Multi Projects & TasksBudget & Cost ControlsLean MethodologiesSix Sigma PrinciplesProcesses & ProceduresStrategic InitiativesManagement ReportingContinuous ImprovementDomestic & InternationalResource Planning & AllocationCommunicatorMotivatorAnalyticalAdaptableDedicatedInnovativeInterpersonalOrganizedContact Info: D••••••••@gmail.com
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