Dumiso Mpofu
Toronto,ON
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Enterprise Customer Success Manager
Coconut Software
03.2022 - Current
- Managing a $4 million portfolio, serving primarily Enterprise customers ranging from $30,000 to $1.4M in annual revenue within the financial services, telecommunications and retail sector
- Collaborated with multiple stakeholders to resolve critical technical issues, meet multiple customer product requirements and prove ROI to exec sponsors.
- Spearheaded on-site branch visits and multiple working sessions with C-suite executives to understand customer vital metrics, work through operational challenges, and align on priorities.
Account Manager
meshMD
02.2021 - 03.2022
- Managed a $2 million portfolio of pharmaceutical providers within the specialty healthcare market in Canada
- Achieved a 30% increase in healthcare practitioner user adoption of the platform through the creation and execution of warm email marketing and cold call outreach focused on education, awareness, and potential impact to patient populations
- Captured feedback and insights from 100+ healthcare professionals leveraging meshMD software.
Customer Success Coach
Breakthrough PT Marketing
09.2018 - 03.2020
- Managed a $2 million portfolio, serving private practice physical therapy clinics at an average of $50,000 annual revenue per customer.
Partner Success Manager
Vendasta Technologies
02.2017 - 09.2018
- Managed a $4 million portfolio working primarily with Enterprise customers within the digital marketing sector
- Prevented a top customer from cancelling their $1 million annual contract after identifying at risk behaviour due to a high volume of technical roadblocks and unsatisfactory SLA attainment as per client expectations
- Resolving the pain point led to the retention of the customer and $400,000 in expansion revenue throughout the following year
- Leveraged feedback from the same customer to influence the product design and development of an Enterprise digital marketing product to add to the company's Location Management product suite.
Education
Bachelor of Commerce, Operations Management -
University of Saskatchewan
Saskatoon, SK01.2017
Skills
- Executive Business Reviews
- Success Plans
- Project Management
- Revenue Forecasting
- CRM Management
- Goal Setting and Achievement
- Data-driven decision-making
- Customer training
- Salesforce proficiency
Leadership Experience
Led multiple virtual training sessions delivered to 100+ nurses, physicians, and administrative stakeholders on how to maximize the value of patient enrolment software to improve patient outcomes and enhance hospital operational efficiency while working at meshMD.
Hobbies and Interests
- Weightlifting
- Cycling
- Tennis
- Reading
- Making cocktails
- Podcasts
- Travel (Food, Language, Culture)
Languages
English
Native or Bilingual
Certification
Customer Success for Impact
Timeline
Enterprise Customer Success Manager
Coconut Software
03.2022 - Current
Account Manager
meshMD
02.2021 - 03.2022
Customer Success Coach
Breakthrough PT Marketing
09.2018 - 03.2020
Partner Success Manager
Vendasta Technologies
02.2017 - 09.2018
Bachelor of Commerce, Operations Management -
University of Saskatchewan
Customer Success for Impact
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