Armella Kabel

Experience

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  Physician's Plan One to One Weight Loss & Wellness

  Jan 2005 - May 2014

  Co-owner, Director of Operations

  • Led the transformation from a startup to a proven performer by driving all business development, marketing, and operation initiatives to capture clients and expand the business from 2 to 6 locations and $750K to 3M+ in 7 years. • Served as Regional Director over 6 local directors; developed each director to successfully lead their own teams of physicians, PAs, estheticians, and administrative staff for successful and profitable operations.

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  Siemens Healthineers / NGAGE

  Aug 2015 - Jul 2017

  Account Executive
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  IMPLAN

  Jul 2017 - Apr 2020

  • Established a SaaS Customer Success department by transforming an on-prem customer support department into a recurring revenue model; built a team of 4 Customer Success Managers. • Implemented key metrics such as health scores, churn rate, CSAT, NPS and upsell percentage to a new CS Team; increased adoption by 75% by introducing customer success plans for larger accounts.• Functioned as the SME and partnered with the CS team to provide a tailored, and repeatable onboarding experience that reduced time to value and a successful outcome. • Managed 200+ high and low-touch accounts, and incorporated organizational models at scale to provide valuable outreach cadence at the most effective time of the customer journey. Show less

  • Deputy Director of Customer Success

    May 2018 - Apr 2020

  • Business Development Specialist

    Jul 2017 - May 2018
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  Talend

  Apr 2020 - Mar 2024

  • Report to the VP of Global Customer Success• Manage a team of 10 CSMs ranging from Senior to Principal titles. • Charged with the ownership of managing $67M ACV; accomplished and maintained a 125.2% net expansion rate.• Earned the President’s Club Award Winner in 2021 & 2022, and titled the CSM Leader of the Year in 2022. • Created, implemented, and trained on capturing verified outcomes within Gainsight to enable sharing both internally and externally; improved the value of business reviews and increased retention by 12% in the first year.• Developed a risk mitigation process and playbooks comprising a bi-weekly red account review call with cross-functional leaders to raise awareness, enlist collaboration and hold internal teams accountable for churn as a company resulting in a saved risk rate of 65%.• Sponsored a data governance training protocol and playbook, resulting in upsell and cross-sell increase of 24% with CSM-qualified leads.• Collaborated on distribution model for Customer Success at Scale for an increase in coverage model of 18%. Show less • Served as the customer advocate, aligned business goals, mitigated risks, and measured the quality of business value by employing a strategic approach. • Exceeded goals by delivering value for 35 accounts and accomplishing a $7.1M Enterprise ARR with a personal renewal rate of 96%.• Promoted cross-functional collaborations by coordinating support, partners, professional services, and enablement for a holistic view of how products and services impact business. • Enhanced Adoption and Renewal by offering expertise in onboarding, adoption, defining business objectives, and tracking metrics with targeted success plans and reviews. • Built value-based relationships to open opportunities for product upsell and cross-sell. • Earned the Customer Success Impact Award for Innovation. Show less

  • Regional Director of Customer Success

    Jun 2021 - Mar 2024

  • Senior Customer Success Manager

    Apr 2020 - Jun 2021
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  Qlik

  Apr 2020 - now

  Head of NORAM Customer Success - Acquired from Talend

  Talend was acquired by Qlik in May 2023.Responsible for the strategic vision, implementation, and outcomes for the NORAM Customer Success Teams representing $650M ARR. • Charged with the leadership and development of 5 Senior Managers and 50 CSMs in US and India. • Oversee Global CSM at scale team with AI and automation processes. • Oversee NORAM Strategic and Enterprise teams with a high touch model. • Provide executive sponsorship to drive deep relationships with our most valued customers. • Create and monitor KPIs that enable predictable forecasting.• Coordinate cross-functional collaboration to ensure positive customer experience, increased adoption, mitigation of risk, and promotion of retention and expansion. • Developed an in-house CSM-to-CSM enablement program for continuous learning and upskill.• Provide direction to CS Ops to optimize processes for greater efficiencies within the CS team. • Instrumental in the post-acquisition integration of CS teams from Qlik and Talend. Show less