Nick Tarpey
Director, Key Accounts at Workato- Claim this Profile
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Bio
Experience
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Workato
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United States
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Software Development
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700 & Above Employee
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Director, Key Accounts
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Feb 2022 - 1 year 11 months
Chicago, Illinois, United States
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Jellyvision
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United States
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Software Development
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200 - 300 Employee
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Director of Account Management
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Apr 2019 - Feb 2022
Chicago, Illinois Manage team of Enterprise Account Managers responsible for all customer success activities including: relationship management, business reviews, product adoption and contract renewals Responsible for revenue retention through renewals and up-sells of ALEX SaaS product Drive strategic discussions with HR leaders to leverage ALEX as a cost-savings platform for their organization Partner closely with cross-functional teams to drive go-to-market strategy for new feature rollout for our… Show more Manage team of Enterprise Account Managers responsible for all customer success activities including: relationship management, business reviews, product adoption and contract renewals Responsible for revenue retention through renewals and up-sells of ALEX SaaS product Drive strategic discussions with HR leaders to leverage ALEX as a cost-savings platform for their organization Partner closely with cross-functional teams to drive go-to-market strategy for new feature rollout for our customers Show less
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Salesforce
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United States
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Software Development
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700 & Above Employee
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Principal Success Manager
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Apr 2018 - Mar 2019
Chicago, Illinois Oversaw end-to-end customer lifecycle for B2B Commerce product (formerly CloudCraze) across 15+ accounts, representing multiple Fortune 500 clients Lead account management tasks including onboarding, driving product adoption, and upsell with a strategic focus on positioning B2B Commerce as a growth engine within customer organizations Owned the client relationship for Salesforce B2B Commerce, providing ongoing support including product updates, quarterly business reviews, commerce… Show more Oversaw end-to-end customer lifecycle for B2B Commerce product (formerly CloudCraze) across 15+ accounts, representing multiple Fortune 500 clients Lead account management tasks including onboarding, driving product adoption, and upsell with a strategic focus on positioning B2B Commerce as a growth engine within customer organizations Owned the client relationship for Salesforce B2B Commerce, providing ongoing support including product updates, quarterly business reviews, commerce best practices and mutual success plans tailored to unique customer needs Show less
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Senior Manager, Customer Success
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Oct 2017 - Mar 2018
Chicago, Illinois Responsible for day to day management of 15+ strategic customer accounts with accountability for: customer retention, revenue growth, software enablement and adoption Acted as Program Manager for complex eCommerce IT transformation for strategic accounts; matrix led resources across Professional Services, Product Management, Product Support, and Development for ensured project success Successfully retained all customers with CloudCraze renewals; while driving over $100k+ in… Show more Responsible for day to day management of 15+ strategic customer accounts with accountability for: customer retention, revenue growth, software enablement and adoption Acted as Program Manager for complex eCommerce IT transformation for strategic accounts; matrix led resources across Professional Services, Product Management, Product Support, and Development for ensured project success Successfully retained all customers with CloudCraze renewals; while driving over $100k+ in quarterly upsell Show less
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Infer, Inc.
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United States
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Software Development
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1 - 100 Employee
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Director, Customer Success & Account Management
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Mar 2017 - Oct 2017
Lead the post-sale organization for Infer including Customer Success and Account Management with responsibility for 5 direct reports who own revenue, relationships, and technical support across 130+ customers Own customer experience from end to end including software implementation, quarterly business reviews, strategic initiatives/partnerships, and application of Infer’s product suite within marketing tech stack Responsible for revenue retention across customer base including all… Show more Lead the post-sale organization for Infer including Customer Success and Account Management with responsibility for 5 direct reports who own revenue, relationships, and technical support across 130+ customers Own customer experience from end to end including software implementation, quarterly business reviews, strategic initiatives/partnerships, and application of Infer’s product suite within marketing tech stack Responsible for revenue retention across customer base including all renewals and upsells; negotiate with C-Level executives regarding pricing, products, and overall contract terms Evangelize the many uses of predictive analytics through machine-learning technology in pre-sales support, customer relationships, and industry events
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Team Lead, Customer Success & Account Management
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Jun 2016 - Feb 2017
Mountain View, CA Managed team of Customer Success Managers (CSMs) handling 60+ accounts Owned commercial negotiation for renewals and upsells company-wide with average revenue retention rate of over 80% Directed cross-functional strategic initiative to combat churn and drive long-term customer loyalty; created sales playbook, designed training, and partnered with management to implement best practices across the organization
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Account Manager
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Jun 2015 - Jun 2016
Mountain View, CA Founding member of Customer Success Team where I helped develop processes and playbooks to grow the team to support 130+ clients; including sales discovery questions, QBR deck template, competitive intelligence, and product roadmap Managed customer relationships ($1M+ book of business) and full cycle post-sale support including on-boarding, implementation, QBRs, data/predictive model analysis, as well as Salesforce reporting Utilized proprietary machine-learning engineering tools… Show more Founding member of Customer Success Team where I helped develop processes and playbooks to grow the team to support 130+ clients; including sales discovery questions, QBR deck template, competitive intelligence, and product roadmap Managed customer relationships ($1M+ book of business) and full cycle post-sale support including on-boarding, implementation, QBRs, data/predictive model analysis, as well as Salesforce reporting Utilized proprietary machine-learning engineering tools to monitor, analyze, and build predictive models for customers; ran SQL queries to visualize model performance and filter data to meet customer requirements
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CCC Intelligent Solutions
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United States
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Software Development
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700 & Above Employee
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Customer Success Manager
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Apr 2013 - May 2015
Chicago, IL Managed relationship and daily business operations for large national insurance account; key point of contact both externally and internally for IT issues, data analysis, and software implementation Lead quarterly business review sessions, making actionable recommendations based on thorough data analysis on how to improve auto claims within P&C business Designed and implemented company-wide software training plan rolled out in Q4 of 2014; managed internal field staff of 36… Show more Managed relationship and daily business operations for large national insurance account; key point of contact both externally and internally for IT issues, data analysis, and software implementation Lead quarterly business review sessions, making actionable recommendations based on thorough data analysis on how to improve auto claims within P&C business Designed and implemented company-wide software training plan rolled out in Q4 of 2014; managed internal field staff of 36 individuals in order to reach 2,000+ clients Oversaw the production of 6 Team Leads that support 30 internal field staff and over 2,000 auto-appraisers Acted as liaison to CCC Product Managers and Group Vice Presidents responsible for outlining sales roadmap, covering both opportunities to expand CCC-product footprint and optimize products already in use today
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Implementation Specialist
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Dec 2009 - Mar 2013
Greater Chicago Area Senior Business Analyst for CCC Information Services. CCC offers software as a service (SaaS) for Auto Insurance Carriers and Auto Repair Facilities within the Auto Physical Damage (APD) Industry. Project Manager for software implementations including: system integration, process change management, and platform conversion Utilized customer relationship management (CRM) database to optimize company and user configurations Analyzed customer data to streamline single sign-on… Show more Senior Business Analyst for CCC Information Services. CCC offers software as a service (SaaS) for Auto Insurance Carriers and Auto Repair Facilities within the Auto Physical Damage (APD) Industry. Project Manager for software implementations including: system integration, process change management, and platform conversion Utilized customer relationship management (CRM) database to optimize company and user configurations Analyzed customer data to streamline single sign-on web access, validate software use, and track procurement of add-on products Lead project meetings with up to 30 participants, demonstrating new product releases to the client Worked cross-functionally with 3-5 different internal and external teams on a given project to ensure successful completion and coordination of all key resources Responsible for the successful implementation of CCC product suite to Insurance Carriers for projects involving knowledge of: back/front end systems, end-user and product configuration, as well as the coordination of internal/client resources
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Analyst
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Aug 2009 - Nov 2009
Indianapolis, Indiana Area Analyst for Practical Insights, a market research firm that conducts research studies for pharmaceutical and life science firms. Worked directly with President of Practical Insights to provide analysis and research for studies. Wrote request for proposals for market research projects up to $30K in value Moderated interviews to gather quantitative and qualitative data for market research studies Analyzed qualitative and quantitative data to create client facing PowerPoint… Show more Analyst for Practical Insights, a market research firm that conducts research studies for pharmaceutical and life science firms. Worked directly with President of Practical Insights to provide analysis and research for studies. Wrote request for proposals for market research projects up to $30K in value Moderated interviews to gather quantitative and qualitative data for market research studies Analyzed qualitative and quantitative data to create client facing PowerPoint presentations on ROI Show less
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Oracle Textura
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Customer Implementation Consultant
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Aug 2008 - Jan 2009
•Consulted and directed clients on proprietary software questions and problems through customer support line •Implemented software for new subcontractors who were often unfamiliar with the complexities of the technology •Conducted customer survey reports to improve client relations •Instructed new employees on customer and software support Finance ACH Specialist November 2008 - January 2009 •Processed ACH… Show more •Consulted and directed clients on proprietary software questions and problems through customer support line •Implemented software for new subcontractors who were often unfamiliar with the complexities of the technology •Conducted customer survey reports to improve client relations •Instructed new employees on customer and software support Finance ACH Specialist November 2008 - January 2009 •Processed ACH files through proprietary software to the appropriate financial institution •Determined ACH file fee schedule for clients using different banks located across the country •Verified project and transaction fees through weekly and monthly audit reports Show less
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Walgreens
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United States
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Retail
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700 & Above Employee
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Business Management Intern
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May 2007 - Aug 2007
Assisted in managing second highest grossing store in district and experienced all phases of operations Evaluated job applications for entry level positions Communicated daily with customers to resolve questions or problems
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Client Management Intern
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Jul 2006 - Jan 2007
Analyzed client web surveys for numerical mistakes and overall understanding Compiled quantitative data from SPSS outputs to be inserted into PowerPoint Merged data from Microsoft Excel into PowerPoint presentations for clients
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Education
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Indiana University - Kelley School of Business
Bachelor of Science, Management and Entrepreneurship; Psychology (Minor) -
Brebeuf Jesuit Preparatory School