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Skills

  • Customer satisfaction surveys
  • Rapport and relationship building
  • CRM Jira usage
  • Stakeholder management
  • Data-driven decision making
  • Customer Onboarding Optimization
  • Key account development
  • Promotional sales events
  • Complex project negotiations
  • Client engagement and retention tactics

Work Experiences

  • Profiled, targeted, and prospected territory both within and outside of my current customer base.
  • Worked closely with Technical Relationship Managers to close deals with system clients, relying on persuasive communication skills and customer relations expertise.
  • Increased revenue and profit margins by providing excellent customer service, implementing protocols, and quickly resolving sales reports.
  • Was in charge of maintaining and managing a client book of 15 accounts as well as weekly sales records.
  • Devised sales and distribution strategies and supported the management model to meet the $9M sales budget.
  • Updated client relations procedures in order to boost productivity and method sales.
  • Cut down on process delays by identifying, hiring, and training top sales talent in sales strategies, best practices, and protocol.
  • Met 10% of my quota in my first year as Sales Manager.
  • Taught cross-selling and relationship-building techniques to associates.
  • Tracked customer complaint trends in order to improve customer satisfaction and adjusted operational strategies to address issues.

Summaries

  • Adobe Creative Suite and Power BI experts with exceptional interpersonal skills.
  • Metric and procedure have a proven track record.
  • Looking forward to taking on a new challenge with a successful team.
  • Performance reporting Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Results-oriented Miscellaneous professional with strategic planning, process improvement, and team leadership strengths.
  • Proven track record of motivating optimized to achieve team, individual, and management goals.
  • Technical Relationship Manager with 3 years of experience in category product solutions is available.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Dedicated to streamlining procedures and well-organized.
  • Proficient in promoting metric by leveraging performance reporting and team leadership knowledge.

Accomplishments

  • Designed and led a post-sales onboarding program that reduced implementation time by 17% and increased customer satisfaction by 83%, as measured in the Lean CSAT survey.
  • Spearheaded efforts to ensure data integrity and accuracy across CRM platforms, resulting in a 45% improvement in forecasting accuracy for the sales department.
  • Liaised with C-level executives and key stakeholders in top enterprise accounts, achieving a 31% increase in multi-year contract renewals during 2023.
  • Revamped internal documentation and created best practices guides for technical teams, reducing knowledge gaps and improving troubleshooting time by 7 minutes per request.
  • Built and maintained API relationship protocols for clients to ensure smooth third-party integrations, improving performance KPIs by 80%.
  • Worked closely with customer IT departments to ensure secure integration of software, leading to a 76% reduction in security-related questions.
  • Collaborated with cross-functional teams to standardize processes and tools, driving a 84% productivity improvement in technical support operations.
  • Created tailored action plans to address major customer challenges, reducing escalations by 53% over 2015.
  • Regularly reviewed support ticket trends and proactively developed solutions to common issues, reducing ticket volume by 49% annually.
  • Led post-incident analysis sessions with customers and internal teams, fostering a 23% improvement in response times for future incidents.

Affiliations

  • Active Member, Association of Strategic Alliance Professionals (ASAP), 2021
  • Member, Cloud Security Alliance (CSA), 2022
  • Certified Member, Technology Business Management Council (TBM), 2017
  • Registered Member, Executive Leadership Council in IT Business Strategies, 2024-Present
  • Board Member, Association of Support Professionals (ASP), 2015 - Present
  • Certified Practitioner, ITIL Foundation Certification, 2024, Salesforce
  • Trainer, HubSpot User Group Leader (HUG), 2016-2021
  • Member, IT Service Management Forum (itSMF), 2021
  • Contributing Author, Professional Associations for Customer Success, 2021 - Boston
  • Member, Digital Customer Experience Council (DCX), 2023

Certifications

  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • Certified Digital Transformation Officer (CDTO) - 2016
  • Association for Project Management (APM)
  • Agile Certified Practitioner (PMI-ACP) - 2015
  • Microsoft Office Specialist (MOS)
  • Amazon Web Services Certified Developer – Associate - 2024
  • ITIL 4 Managing Professional (MP) - 2016
  • Salesforce Administrator Certification – 2021
  • Certified Information Systems Security Professional (CISSP®) – 2015

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