Susan Byrd Raff

About Susan Byrd Raff

Passionate, diligent, and customer-centric, I aim to inspire customers and teams to meet the toughest challenges by providing detailed business analysis and customizing project approach. My energy and natural leadership skills ensure that I always find the most efficient ways to guide clients to successful solutions in implementation and throughout the life of the client. From exceptional time-management and organization to mobilizing cross-functional teams and implementing engaging training programs, I strive to add value and deliver measurable results to ensure clients achieve the desired outcome. I thrive in goal-orientated roles that allow me to successfully complete tasks that align people with technology. This gives me the best opportunity to combine my creative problem solving and project management skills to reduce and eliminate performance gaps and optimize the use of complex platform tools to benefit the organization.Naturally extroverted, I am energized when I am collaborating with others and my ability to go out of my may and bring people together to achieve a project’s intended outcome demonstrates the value I place on teamwork. Furthermore, my experience as a SaaS Implementation Specialist and Account Director has equipped me with outstanding communication skills that enable me to intuitively identify and meet the needs of internal and external customers. Employees and co-workers have expressed their gratitude for my level of hard work and I am constantly rewarded by the positive organizational and administrative changes that I am able to implement, including optimizing workflow, modernizing protocols, and resolving customer service challenges. Plus, I am budget conscious and time savvy, so I am always looking for ways to improve processes and accelerate project outcomes.Over the years, my friendly and outgoing personality has allowed me to make many exceptional business contacts and I look forward to expanding my professional network.

Experience

1. Senior Customer Success Manager

   Camunda

   Mar 2023 — Present

   Building, maintaining and expanding healthy customer relationships for a forward-thinking process orchestration organization. Driving customer outcomes and value through the lifecycle of the account with a core focus on retention, expansion and maintaining a high standard of customer experience- Manages 14 Enterprise level customers, 4 million ACV;(1) 1.2 million- 95% attainment of renewal quota; 140% NRR- Manage complete renewal process - Negotiations, Quote generation, PO attainment, Contract re-negotiations- Expanded book of business and maintained above 130% NRR- Execute discovery sessions with my customers to identify and document expected value return from implementing the solution- Document metrics that can be used to track process improvement impacts- Focus on identifying customer priorities at all levels of the organization, translating product outcomes to ROI for stakeholders- Engage clients in monthly meetings to review business strategy, introduce new tools, review product updates, and review product ROI to ensure the highest levels of satisfaction with the product- Design, tailor, align resources, and author materials for on-site engagements where we as an account team can showcase the customer wins and position product with executive leadership. These sessions have driven higher retention and open the door to expanded opportunities within the organization- Drive cross-functional stakeholder alignment with Product management, Customer and engineering in monthly sessions, providing consultative feedback and insights from Customer Success team to ensure cross-functional team alignment and effective team and product performance- Stepped up to moderate a national conference (350+ attendees), preparing speakers and ensuring a smooth, engaging experience. Recognized for natural stage presence and strong client rapport-building, leading to additional speaking opportunities.

Education

• North Carolina State University

  Bachelor of Arts - BA, Spanish and Graphic Communication

Skills

• Saas
• Crm
• Employee Training
• Bilingual-Spanish
• Hands-on Training
• Integration
• Teamwork
• Technical Support
• Lead Generation
• Management
• Marketing
• Customer Support
• Technical Training
• Salesforce.com
• Training
• Account Management
• Solution Implementation
• Enterprise Software
• Customer Service
• Learning Management Systems
• Technology Implementation
• Software Implementation