Gabriele Darko

Customer Success Manager with over 10 years of experience in building and optimizing client relationships, driving retention, and expanding account value. Proven ability to guide small-market, mid-market and enterprise clients through onboarding and adoption, reducing churn by 15% and increasing upsells/renewals by 25%. Expert in CRM/CSM platforms, leveraging data and strategic communication to align product usage with business goals.

Customer Success Manager - Vivian Health

(2023-05 - 2026-05)

Directed customer onboarding for smooth product implementation, ensuring clients maximized value through targeted training and support. Managed a portfolio of 40+ enterprise-level and mid-market clients, as well as a portfolio of 200+ small market clients, ensuring their successful onboarding, adoption, and ongoing satisfaction with the company's software products.

• Designed and executed a streamlined process for small-market accounts, optimizing team operations and reclaiming 12+ hours of weekly bandwidth for the CSM team
• Collaborated with the sales team to identify expansion opportunities, resulting in a 25% increase in upsells and renewals
• Reduced customer churn rate by 15% through proactive engagement and issue resolution
• Continuously monitored customer health and performance metrics to identify potential issues or areas for improvement
• Partnered cross-functionally with Product, Implementation, Sales and Data teams to streamline client onboarding workflows, identifying growth opportunities and reducing time-to-value
• Led contract renewals and identified opportunities for upselling or cross-selling additional products or services that aligned with customer needs
• Developed and executed personalized success plans for each client, aligning product usage with their business goals and KPIs
• Assisted the product team in developing new upgrades to the platform

Senior Executive Healthcare Recruiter/Account Manager - Focus Staff

(2020-04 - 2022-12)

Led selection and placement of healthcare professionals for client facilities, matching profiles to contracted assignments. Consistently met established goals both individually and departmentally by maintaining a monthly status of being named one of the top 5 of recruiters' companywide for high profit and revenue: averaged over $400,000 in revenue consecutively.

• Managed a sales pipeline, including prospecting, qualification, and closing of new business opportunities
• Guided travelers through tailored success plans as soon as they sign on with our company ensuring a clear understanding of what success means to them from the start
• Collaborated with the Account Management teams and travelers regarding traveler availability, open positions, assignment changes, to ensure customer satisfaction and retention
• Conducted regular client check-ins and reviews to assess client satisfaction and identify opportunities for improvement
• Created and executed contractual documentation after negotiation of pay, time off, and selection of shifts/schedules with the healthcare professional
• Served as the intermediary between customers and client directly influencing operational success
• Designed, maintained, and continually evaluated strategies to maximize communications with nursing and HR staff, and to proactively address potential problems

Healthcare Recruiter - Focus Staff

(2020-04 - 2021-11)

• Assisted with the compliance process including employment verifications, reference checks, and national background checks
• Handled any HR task pertaining to the traveling nurses on assignment and researched and compiled data for reports to senior leadership

Member Services Specialist - Dallas Athletic Lifetime

(2015-09 - 2020-03)

• Ensured members received a friendly greeting/check-in and prompt attention to their needs by offering tours, discussing amenities, and answering membership questions
• Assisted the sales team by utilizing company approved presentations when presenting membership options to non-members and guests
• Collected leads at the point of enrollment and from the current member base through relationship building and referrals
• Tracked conversations and appointments through system dynamics to ensure member engagement
• Initiated, developed, and maintained positive relationships with all members and guests to increase member retention

Spa Coordinator - Dallas Athletic Lifetime

(2015-09 - 2018-07)

• Booked members and non-member appointments through productive phone activities and provided information on new products, services, and promotions
• Safeguarded sensitive patient health information by overseeing secure digital and physical record-keeping practices, mitigating compliance risk while supporting efficient daily clinical operations

BAAS - Healthcare Administration - University of North Texas (2019-12)