Zach Breen

Experience

• 

  Qualcom

  Nov 2013 - Feb 2020

  Accounts Assistant/Sales Administration (Temp)
• 

  Eddie Rockets

  May 2014 - Oct 2016

  Waiter
• 

  Inditex

  Nov 2016 - Aug 2018

  Sales Associate
• 

  The Chawke Pub Group

  Aug 2019 - Nov 2019

  Waiter

  Waiter at the Tapas and Wine Bar

• 

  Movember

  Sept 2019 - Sept 2020

  Charity Ambassador

  The Movember Foundation Student Ambassador for University College Dublin, raising awareness of the charity within the university as well as continuing fundraising duties.

• 

  Qualtrics

  May 2020 - Sept 2023

  Led a team of 5 frontline Customer Success Managers covering all industries across Europe, the Middle East and Africa. I had weekly one-on-ones with each member of the team to ensure things were operating smoothly and to keep on top of monthly and quarterly targets. I led out trainings for the Customer Success Scale Teams in Europe, North America and APJ regions to ensure all teams were well equipped for success within their role. I would join calls with or on behalf of the front line reps for any high-risk, highly technical or high value customers to ensure the highest level of Customer Experience. As well as Team Lead responsibilities I also managed a book of 50 of our highest value Academic Customers to ensure the highest possible satisfaction all the way from onboarding to renewals and beyond. Show less I managed a book of approximately 1,500 customers, this book of business included all Qualtrics Academic customers in EMEA as well as Charities and NGOs.Upon starting this role I was tasked with developing a strategy on how best to manage this exceptionally large book of business. After using some forecasting and running the numbers I was able to create a new strategy that allowed me to assign each customer into a tiered system which allowed me to distribute my time most effectively through digital campaigns, webinars and direct one-on-one customer interactions.During this time I met with customers every single day, be it via Zoom, in person at our Dublin office or visiting them onsite. This also led to me hosting our first Academic Experience event in 2022 in Brussels, Belgium.My main goal was to ensure the customer was realising the most value from our products, doing so through onboarding campaigns, best practice sessions, technical demos as well as upgrading their licenses to best fit their requirements. Show less As a Senior Renewals Specialist I was tasked with training in an entire new team of Renewals Specialists, in my time here I successfully onboard three new renewals specialists all while achieving the highest KPIs out of all of our global Renewals Teams. After onboarding the EMEA Renewals Team became the overall best performing team globally, consistently hitting our KPIs throughout this time.During this time I developed a new way of tracking upcoming renewals on NetSuite, allowing for better visibility on urgency on upcoming renewals based on time left before date to invoice, expiry and ARR. This is a system that I was then tasked with setting up for all Qualtrics' Renewal Teams around the world and is still being used as the main means of viewing renewals. Show less

  • Customer Success Team Lead - Scale EMEA

    Mar 2023 - Sept 2023

  • Customer Success Manager - Scale Team

    Nov 2021 - Mar 2023

  • Senior Renewals Specialist

    May 2021 - Nov 2021

  • Renewals Specialist

    May 2020 - May 2021
• 

  Boomi

  Jan 2024 - now

  Account Manager, Renewals