Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Julie Dorenkamp

Pittsburgh,PA

Summary

Skilled customer success professional and project manager with a demonstrated track record of delivering projects on time and within budget based on customized client needs. Adept in seeing a client’s vision and turning that vision into reality with ease. Energetic problem solver using refined analytical skills, consultative tactics, value proposition. Able to lead teams through strategic planning, solution recommendation, training, mentorship and streamlined processes. Experience with small to large organizations and diverse environments.

Overview

27
27
years of professional experience

Work History

Senior Customer Success Director – Strategic Accounts

SITETRACKER
03.2022 - Current
  • Responsible for growing and renewing existing customers. Driven by customer service as the highest priority, Created and executed account plans to ensure our customer base is maximizing the usage of our platform.
  • Partnered with customers to understand their short, mid, and long-range strategy goals of the business as well as collaborate with all Sitetracker teams involved in post-sales including Solutions Delivery, Enhancement Delivery & Support, Product, and Education to ensure a successful account planning
  • Key Accomplishments:
  • Responsible for 8 accounts with $4.75/ARR
  • Retention rate of 99% during management of accounts with 90% being multi-year contracts.
  • Averaged $60K/quarter in additional revenue within managed accounts.
  • Fostered customer relationships resulting in trusted advisor status.
  • Cross functional collaboration with internal teams for overall customer success.
  • Provided voice of the customer feedback to the product team.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.

Customer Success Director – Strategic Accounts

INTELLISHIFT
10.2020 - 01.2022
  • Responsible for management, retention, and growth of assigned strategic accounts. Trusted advisor who ensured training and education on IntelliShift products. Used critical thinking and analysis to discover growth opportunities and to resolve business obstacles.
  • Key Accomplishments:
  • Responsible for 10 accounts with $2.3/ARR.
  • Retention rate of 95% during management of accounts.
  • Engaged with customers for regular health reviews.
  • Managed customers through customer journey to achieve outlined milestones.
  • Monitored customer adoption post onboarding.
  • Provided voice of the customer feedback to product team.

Senior Director – Key Account Management

FIRST INSIGHT, INC.
07.2019 - 07.2020
  • Operated as primary point of contact for 15 Key Account Managers responsible for support of enterprise retail and wholesale accounts from post-sales through renewal. Responsible for maintaining customer-centric focus of team on value delivery and customer experience.
  • Key Accomplishments:
  • Developed effective retention strategies and content that proved value and ROI.
  • Fostered relationship with partners providing guidance on move to digital first marketing initiatives.
  • Managed team through transition to remote support model during Covid-19.
  • Developed and mentored team members which resulted in 3 internal promotions in 9 months.
  • Cultivated relationships with key stakeholders in Sales, Marketing, IT, and Analytics.

Director - Delivery Operations

REMOTE DATABASE EXPERTS (RDX)
01.2015 - 01.2018
  • Provided strategic leadership to a team of four managers and 30 associates and reported directly to the CEO. Oversaw and directed daily business operations, including creation and deployment of short and long-term strategies to drive growth and accomplish objectives. Facilitated and conducted training and compliance in collaboration with supervisors and operators. Successfully developed lean processes and innovative approaches to manage business and technology needs, enhance performance and achieve the same goals with less resources.
  • Key Accomplishments:
  • Built Customer Success team responsible for onboarding, training, and providing ongoing support post implementation.
  • Streamlined customer implementation and slashed on-boarding by 23 days.
  • Steered the implementation of ServiceNow within a expedited timeframe. Resulted in $100k savings in annual license costs.

AVP - IT OPERATIONS MANAGER

US BANK
01.1999 - 01.2014
  • Charged with leading a team of nine to oversee IT operations, manage projects and activities for 3rd party applications. Ensured target dates were met with no significant defects on all enhancement projects. Analyzed and identified chronic issues and made recommendations on long-term corrective actions. Spearheaded problem management task enforcement and chaired monthly meetings to review issues, operations and daily activities.
  • Key Accomplishments:
  • Achieved a 95% delivery success rate for multiple projects and met all pre-defined requirements.
  • Drove an increase in speed to market and streamlined business operations in partnership with peer organizations that simplified and improved the integration of IT business processes.

Production Support Manager

US BANK
01.2006 - 01.2010
  • Led a team of five in supporting third party applications and daily operations of client server applications. Oversaw and managed configurations, maintenance and resolved issues. Served as support to analysts for revenue and baseline projects that included issue logs, development of test scripts and results for data analysis and process improvements.
  • Key Accomplishments:
  • Authored strategic and comprehensive guides and documentation in support of operational procedures in accordance with project management requirements.

Education

Bachelor of Arts - Political Science

Marietta College
Marietta, OH

Skills

  • Problem Solver
  • Gainsight
  • Salesforce
  • Project Management
  • Training/Mentorship
  • Team Leadership
  • Account Management
  • Strategic Planning
  • Change management
  • Relationship building

Timeline

Senior Customer Success Director – Strategic Accounts

SITETRACKER
03.2022 - Current

Customer Success Director – Strategic Accounts

INTELLISHIFT
10.2020 - 01.2022

Senior Director – Key Account Management

FIRST INSIGHT, INC.
07.2019 - 07.2020

Director - Delivery Operations

REMOTE DATABASE EXPERTS (RDX)
01.2015 - 01.2018

Production Support Manager

US BANK
01.2006 - 01.2010

AVP - IT OPERATIONS MANAGER

US BANK
01.1999 - 01.2014

Bachelor of Arts - Political Science

Marietta College

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Julie Dorenkamp