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Skills

  • Field consulting
  • Process improvement
  • Business operations
  • Project organization
  • Customer service
  • Pre-sales support
  • Customer retention strategies
  • Client contract negotiation
  • Budgets
  • Organization

Work Experiences

  • Went to trade shows and seminars to promote my products and learn about new developments in the industry.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Analyzed customer data to forecast renewals and upgrades, achieving a 46% increase in expansion revenue over two years.
  • Accelerated customer implementation timelines.
  • Achieved a renewal rate of 61%.
  • Gained customer acceptance by demonstrating cost savings and operational improvements.
  • Accelerated customer implementation timelines for key accounts, reducing average onboarding time from 10 days to 17 days.
  • Analyzed customer data to forecast renewals.
  • Prepared cost estimates by studying customer documents and consulting with project managers.

Summaries

  • Contributed to multi-million-dollar annual revenue growth.
  • Achieved a 72% improvement in NPS.
  • Sales Engineer with 6 years of experience in the framework industry, specializing in pre-sale engineering and design.
  • Entrepreneurial Sales Engineer with excellent business acumen and proven history of driving technical sales and revenue growth. Friendly and outgoing with natural ability to build key relationships through communication, customer service, and negotiation skills. Successfully leads and motivates teams to execute business opportunities and close sales in fast-paced environments with tight deadlines.
  • Entrepreneurial Sales Engineer with strong business skills and a track record of increasing technical sales and revenue.
  • Contributed to multi-million-dollar ARR growth.
  • Contributed to operational efficiencies.
  • In fast-paced environments with tight deadlines, successfully leads and motivates teams to execute business opportunities and close sales.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Consistently earned 73% customer satisfaction ratings.

Accomplishments

  • Implemented a comprehensive customer onboarding process, achieving a 53% faster time-to-value and enhancing customer satisfaction.
  • Conducted regular check-ins with customers, improving overall satisfaction ratings by 63% and driving product adoption growth.
  • Designed and executed customer success lifecycle programs, contributing to a 58% improvement in overall customer health scores.
  • Collaborated with product development to gather customer feedback, resulting in 9 new feature releases within three years to meet enterprise client needs.
  • Trained and onboarded new CSM team members, improving time to productivity by 67%.
  • Mentored a team of 7 Customer Success Managers, resulting in 2 promotions to senior roles within the past year.
  • Managed relationships for SAP clients across process, securing a customer retention rate of 84% globally.
  • Spearheaded customer engagement initiatives, improving NPS by 46% and reducing churn by 38% within 6 months.
  • Attained a client portfolio growth of 77% by developing customized growth strategies and upselling initiatives for international clients.
  • Provided strategic guidance to C-level stakeholders across the Pacific Northwest, resulting in a 38% increase in contract renewals and upsell opportunities valued at $9.

Affiliations

  • National Association of Social Workers
  • Association for Supply Chain Management (APICS)
  • Client Success Practitioners Network
  • Customer Success Association
  • Gainsight Community
  • Customer Service and Support Managers Association
  • Project Management Institute (PMI)
  • Association of Retention Strategy Leaders
  • Jaycees
  • Customer Journey Orchestration Group

Certifications

  • ServSafe
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Revenue Management Professional (CRMP) by Meridian
  • CompTIA Security+
  • Cisco Certified Internetwork Expert (CCIE)
  • Project Management Professional (PMP)
  • Apple Certified Associate (ACA)
  • Certified Client Success and Support (CCSS) by SuccessCOACHING
  • Certified Kaizen Facilitator by Ironclad Systems
  • Business Analysis Certification (BAC) by International Institute of Business Analysis (IIBA)

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