Yardayn Watkins
Senior Customer Success Manager @ Onshape | Churn Management Expert | Upsell and Expansion Deadeye
- Role
- Senior Customer Success Manager at Onshape By Ptc
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Yardayn Watkins
As a Senior Customer Success Manager at Onshape, a PTC Technology, I advance the…
Experience
Senior Customer Success Manager
Dec 2022 — Present · Boston, MA, US
Responsible for advancing PTC’s relationship with Strategic/Enterprise and Mid Market customers while owning the complete customer lifecycle from onboarding to renewal and expansion. Leads an agile taskforce consisting of Technical Support, Product and Marketing to ensure customer efficiency and drive product enhancements. Leverages knowledge of the customer’s use case and business objectives in order to drive implementation and identify opportunities for expansion. Uses customer engagement models to guide customers as they migrate data from on premise servers into the cloud. Collaborates internally and across organizations to develop and execute customer success plans. Responsible for holding quarterly business reviews, kick-off calls, implementation calls and orchestrating technical support calls.· Identified 7 significant expansion opportunities that resulted closed won opportunities and an overall increase in ARR.· Learned Onshape’s portfolio of solutions and Increased NES from 40% to 95% within first 60 days of employment.· Prevented churn amongst top accounts by resolving customer conflicts due to product shortcomings and limited customer training. I Partnered with product to report customer blockers and collaborate on a roadmap while guiding the customer through the appropriate training materials.· Currently Maintaining 99% satisfaction rate on customer experience surveys and increased average NPS from 5/10 to 8.5/10.· Currently Maintaining 100% Net Retention across Enterprise accounts.
Education
Alabama State University
Business Administration and Management, General
2014
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