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TARA LACARNA
CLIENT SERVICES & TECHNICAL SOLUTIONS SPECIALIST
18+ years of experience in Customer Success and Client Services. Specializing in leadership, team building, onboarding, training, adoption, retention, and enablement in enterprise class Software as a Service (SaaS) cloud-based solutions. Account management of portfolios of up to $14M each and management of teams supporting portfolios of up to $45M.
SKILLS
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Leadership & Team Management
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Enterprise Account Management
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Customer Relationship Management
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Customer Retention
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Client-Facing Presentations
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Project Management
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Analytics & Reporting
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Solutions Consultancy
EDUCATION
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BA - Music, Radio, Television – Magna Cum Laude, University of Houston
PROFESSIONAL AFFILIATIONS
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Executive Member of the Customer Success Association
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Member Society of Motion Picture & Television Engineers (SMPTE)
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Member National Academy of Recording Arts & Sciences (NARAS)
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Member Audio Engineering Society (AES)
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Member Los Angeles Final Cut Pro Users Group (LAFCPUG)
TECHNOLOGIES
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Customer Success Management Software: Gainsight, Amity, ClientSuccess
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Microsoft Suite: Word, Excel, Office, PowerPoint
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CRM/Support/Daily: Salesforce, Wootric, Zendesk, Google Docs, JIRA, Confluence
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Streaming Media: OTT, IPTV, OVP, Video and Audio Codecs, Containers, & Formats, Adaptive Bitrate Video Streaming, OTT Video Player Platforms, Content Management & Delivery Systems
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Video Transcoding Software: Rhozet, Digital Rapids, Ateme, Elemental, Vantage, Final Cut Pro, Subtitling, Closed Captioning, XML, HTML
INDUSTRIES
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SaaS Software
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Digital/Streaming/OTT Video
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Content Delivery Optimization
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Streaming Media Analytics
WORK EXPERIENCE
Senior Director of Customer Success | Owl | 2019-Present
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Developed the Customer Success program and team in this SaaS B2B mental and behavioral health assessment and analytics software company from inception to a 5-member team. Provided leadership, performance management, and professional development to the Customer Success team in the behavioral healthcare industry.
Director of Customer Success and Customer Support | Convoso | 2018
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Provided leadership, performance management, and professional development to the 10-member Customer Success and Technical Support teams in the United States and abroad managing 110 customer accounts.
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Implemented Customer Success software containing playbooks, customer health ratings, and a customer-at-risk early warning system resulting in 50% easier customer management.
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Deployed Net Promoter Scoring (NPS) to monitor customer loyalty; increased NPS 50% in four months.
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Integrated Customer Onboarding and Customer Support satisfaction surveys (CSAT). Increased Support CSAT 15% in 4 months to an average score of 95%.
Director of Customer Success | Actiance | 2017-2018
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Executed customer satisfaction and project management during product implementation for the flagship account with $14 million dollars in annual revenue partnering with IBM and working across several stakeholders, both internal and external.
Customer Success Consultant | Cedexis | 2017-2017
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Created and implemented the Customer Success plan which supported 80 customers with $3.6 million dollars in annual revenue.
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Developed customer lifecycles and segmentation, health scores, quarterly business reviews, touchpoint cadences, and playbooks.
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Drove renewal and churn forecasting for a 10-member Executive team.
Director of Customer Success | Conviva | 2012-2016
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Recruited, trained, and led a 13-member global team responsible for $33 million in annual recurring revenue (ARR).
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Increased the annual revenue of 40% of the customer base and grew retention from 74% to 96.4% in the first 6 months.
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Implemented structure and processes (new sale transition, onboarding, communication cadences, usage campaigns, quarterly business reviews, and renewals) to drive and track company goals of customer satisfaction, revenue growth, and retention.
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Recipient of the first Leadership Award, November, 2014.
Senior Customer Success Manager | Conviva | 2012-2014
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Managed an Enterprise client portfolio worth $10.5 million in annual revenue including HBO, NBC, CBS, NFL, Fox, Yahoo, DirecTV, Disney, LinkedIn, and Microsoft. Consistently exceeded target objectives for customer satisfaction and revenue expansion, and maintained a 100% retention rate.
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Wrote and published 30+ best practice and use case documents used by customers and prospects, and wrote 50+ training documents used internally.
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Created and conducted the Sales Technical Training to the 9-member U.S. sales team, contributed to the New Hire Company Training Plan, and deployed the formal CSM training program to 3 other technical departments.
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Drove the overhaul of Salesforce to enable CSMs to easily identify revenue expansion opportunities and Product to plan releases and future development.
Manager, Content Engineering Lab | Technicolor | 2010-2012
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Oversaw a 3-person team of digital video engineers focused on research, design, and implementation of end-to-end advanced digital media workflow design including the integration of business, media management, and delivery systems for Enterprise clients such as Paramount, Sony, Disney, Warner Bros., Fox, Apple, and AT&T.
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Engineered workflows via video compression formats including multichannel and multi-language audio, subtitles, closed-captioning, and 3D video. Evaluated hardware and software. Published technical and distribution spec workflows.
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Initiated the automated solution to allow 3D subtitles into the 2D digital content space facilitating successful 3D subtitling on all global films.
Head of Onboarding & Digital Media Engineer | Ascent Media | 2007-2010
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Provided file-based video and audio workflow design and engineering expertise to over 207 customers of Sony Pictures and Paramount Studios.
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Owned the customer onboarding process and improved and scaled it which significantly shortened its duration from 2 weeks to 1-2 days.
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Discovered a method to monitor 302M master audio format previously unavailable to the company.
ADDITIONAL EDUCATION & CERTIFICATIONS
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Los Angeles Valley College | French
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Moviola Digital Education Center | Final Cut Pro Certification
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Santa Monica Academy of Entertainment & Technology | Final Cut Pro
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Southeast Pro Tools Training Center | Pro Tools Operator Certification
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Solid State Logic | SSL Console Certification
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San Jacinto College | Audio Engineering & Acoustics