About this Candidate
DAVRON CV: Candidate 3823192
CUSTOMER SUCCESS & OPERATIONS LEADER | ENTERPRISE ACCOUNTS | HARDWARE & SAAS
Core Expertise
- Enterprise account management for portfolios with multimillion-dollar ARR, focused on retention and renewals.
- Cross-functional coordination across Engineering, Operations, Procurement, Manufacturing, and Supply Chain to ensure delivery.
- Order, production, RMA, and warranty management using ERP and CRM systems to reduce turnaround times.
- Recruiting, training, coaching, and performance management of customer service teams to drive continuous improvement.
- SLA, KPI, and NPS optimization with data-driven monitoring to improve customer satisfaction and renewal rates.
Project Background
- Managed enterprise hardware and AI infrastructure accounts, coordinating orders, production, and global delivery commitments.
- Led large-scale customer migration from legacy desktop to online platform, achieving a 95% successful adoption rate.
- Built account management functions, playbooks, and operational checklists to scale support and preserve recurring revenue.
- Implemented service standards and monitored KPIs to drive a 30% retention improvement and 25% renewal growth.
- Partnered with finance, sales, and product teams to validate contracts, resolve escalations, and enable upsells.
Key Skills
- Salesforce | Gainsight | HubSpot | Zendesk
- Infor ERP | Epicor (exposure) | Order & RMA workflows
- Jira | Confluence | WordPress | HTML/CSS
- Excel | Microsoft Office | Teams | Zoom
- Customer lifecycle management | SLA/KPI tracking | NPS improvement
Education
- Diploma, Information Systems — Golden Gate University
- Associate Degree, Data Communication & Networking — De Anza College
- B.E., Civil Engineering — Andhra University
Why Interview this Candidate?
Experienced customer success and operations leader with 20+ years of customer-facing experience and 8+ years leading teams. Demonstrated results include a 30% improvement in retention, 25% growth in renewal revenue, a 20-point NPS increase, and leading a platform migration with 95% adoption. Brings hands-on hardware delivery and warranty experience plus strong ERP/CRM fluency and cross-functional collaboration to protect and grow enterprise accounts.
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