Iliana Gaffney

Enigma
DISC Type : dic

Principal Engagement Manager at DocuSign

Dublin, County Dublin, Ireland

Overview

Iliana is a customer success professional with over 19 years of experience, currently serving as a Principal Engagement Manager at DocuSign. With an MBA from Boston University, she focuses on the Higher Education sector. Colleagues describe her as talented, experienced, and customer-centric.

Iliana is passionate about her customers success and the positive impact of new technologies within higher education. She shows commitment to her personal network, using her platform to support friends in need, and follows developments from her alma mater and BBC News.

Unique fact: She has deep expertise in applying customer success management principles specifically to the challenges and opportunities within the Higher Education industry.

Personality Overview

Hard To Convince

Friendly Yet Blunt

Challenger

They are likely to ask many questions and look heavily for supporting proof as well as information.  They are generally strong communicators and are not easy to convince. They can sound friendly and charming but can quickly change gears to become inquisitive and probing

Topics They Care About

Higher Ed Tech
Expresses a passion for the Higher Education industry and the benefits customer success management can bring to the sector.
Customer Success
Her career of over 19 years is dedicated to customer-facing roles, focusing on the customer journey, software adoption, and retention.
Strategic CLM
As an Engagement Manager at DocuSign, she is responsible for strategic Contract Lifecycle Management (CLM) deals and ensuring successful project implementations.

Media Appearances

Iliana has no verified media appearances

Work History

2-2022
Principal Engagement Manager at DocuSign
2-2020 - 1-2022
Senior Engagement Manager at DocuSign
8-2018 - 2-2020
Engagement Manager at DocuSign
10-2015 - 5-2018
Director Customer Success EMEA at Ellucian
1-2014 - 9-2015
Director Professional Services at Ellucian

Education

2000 - 2002
Master of Business Administration - MBA from Questrom School of Business, Boston University
1994 - 1998
Bachelor of Arts - BA from Saint Michael College, Colchester, VT, USA

More Information

Social Presence :

Prographics :

Exp : 24 Location : Dublin, County Dublin, Ireland Job Level : Senior Designation : Principal Engagement Manager at DocuSign
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Insights For Selling To Iliana

During A Call Or A Meeting

DO's

  • Build rapport slwly without rushing, it will come handy to handle hard questions later
  • Help them realize that any personal risk in making this decision is far less compared to what the results could mean for them
  • Be prepared for a mix of questions and inquisitiveness, answer them in the tone in which they have been asked

DONT's

  • Don’t brush off any concerns, take all questions seriously. They are easily deterred
  • Don’t be too objective but make sure to pad your storytelling with data points
  • Don’t try to rush them into a decision, provide all necessary information first

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Iliana is

  • Proven value, strong objective evidence are important for them, rapport can impact decisions a little.
  • Will you ever get a clear answer from Iliana

  • They are practical and friendly, but can give a clear response with a little prodding

Insights For Deal Planning

    How fast (or slow) will Iliana move?

  • They like to be detailed, so unless they develop strong conviction, they can take their time to arrive at decisions
  • Can Iliana take some risk or not?

  • They evaluate their decisions systematically and do not take risks that often, unless you can get them to develop strong conviction

You And Iliana

Personality Compatibility


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