Zach Zumpano

Owned end-to-end customer experience for a 45+ account book, driving 83% retention and managing renewal risk. Rebuilt onboarding to cut time-to-value by up to 80%, coached a CS team, and translated customer friction into prioritized product/engineering requirements.

Built a digital product business from zero to profitability in under 6 months, owning product, onboarding, go-to-market, and performance iteration end-to-end. Co-designed a two-sided marketplace, managing vendor onboarding and validating the full customer journey from acquisition through activation.

Advised founders through long-cycle acquisitions, managing 40+ client calls per week across a pipeline averaging ~$500K per transaction. Generated $2.3M+ in commission and achieved Top Earner status for two consecutive quarters by prioritizing highest-value, highest-likelihood clients and evaluating digital business model revenue quality and operational performance.

Led a 122-person, multi-country CRM transformation across EMEA, owning stakeholder alignment, training design, change management, and adoption measurement. Built enablement playbooks and process standards and secured executive approval for three new initiatives, contributing to a 14% year-over-year improvement in employee engagement scores.

Managed a public infrastructure project across multiple stakeholders, combining project coordination, client engagement, and structured communication to deliver on time. Coordinated delivery needs to ensure consistent progress across the stakeholder group.

Provided multi-stakeholder project coordination and COO/CEO-level operational support. Identified process efficiency opportunities and delivered a $30K+ savings through improvements to operational workflows.

Earned a B.A. in Urban Planning & Design at Fordham University in New York, NY.