Sylvia Pacheco

Senior Enterprise Customer Success Manager @The Depository Trust & Clearing Corporation (DTCC)

San Francisco, CA, US

Senior Customer Success/Account Manager, Enterprise AccountsThe Depository Trust & Clearing Corporation (DTCC)| Jul 2014 - Present | San Francisco, CA (Remote)Manage portfolio of 55+ enterprise accounts ($25M+ ARR) across global banks, asset managers, hedge funds, and broker-dealers. Primary point of contact driving retention, adoption, and revenue expansion for mission-critical financial infrastructure.Contributed to DTCC Digital Assets initiatives following Securrency acquisition (2023), supporting integration of tokenization and blockchain based settlement technology into institutional post-trade infrastructure. Key Results:• 100% net revenue retention sustained over 10 consecutive years• 55% YoY revenue growth through upsell/cross-sell in partnership with Sales teams• 40% adoption increase and 30% faster time-to-value through tailored onboarding• +41 NPS improvement through proactive engagement and issue resolution• President’s Club Award for exceptional client outcomes and revenue impactWhat I Do:• Manage complex renewals and contract negotiations with C-suite stakeholders (CFOs, CTOs, COOs) at Fortune 500 companies• Collaborate with Account Executives to scope expansion deals and identify white space opportunities• Conduct quarterly business reviews presenting ROI analysis and strategic recommendations• Partner with Product, Engineering, Legal, and Compliance to resolve issues and ensure regulatory requirements (SEC, FINRA) are met• Build executive relationships across North America, Europe, and Asia-Pacific• Translate customer feedback into product insights and coordinate complex technical integrations• Serve as escalation point for critical issues requiring rapid cross-functional resolution

St. Mary of the Plains College

BSW