SUMMARY

Technology focused professional with 10 + years of experience in account management, business development, project management including construction & IT. Award winning Walt Disney customer service and extensive customer success within technology environment for perpetual and SAAS software, customer facing web portals, computer hardware, data centers infrastructure and IT professional services.

TECHNICAL SKILLS

Solution selling to a customer set ranging from SMB to F100, including VAR partners. Green and organic account expansion through cold and warm prospecting. Customer workflow process and project analysis, leading to long term project management/sales cycle. Quarterly account reviews, contract negotiations, renewal and upselling. Provided full sales cycle support, built cross functional customer support teams for escalations and project basis, internal account P&L analysis, account mapping and opportunity analysis

PROFESSIONAL EXPERIENCE

Confidential, Everett, WA

Project Manager - Retail & Government Ethernet Circuits

• Manage approximately 120 fiber optic data and voice circuits projects builds - from post contract scope review & modification to customer testing and acceptance. Projects include kickoff, preinstall site evaluation, network buildout, customer premise installation and testing. Project timelines are usually between 45 to 150 days.
• Tracking the project includes using the waterfall methodology via custom software and working with internal/external business partners in sales, network buildout engineering, construction, field engineers, provisioning, legal and finance.
• Salesforce.com & Lean process improvement
• Initiated and working with project team developing the salesforece.com automation of the project managers introduction/completion emails, creating a labor reallocation of over 14,000 hours per year.
• Rework prevention project: Developing upstream Salesforce.com CRM data capture point and downstream review process to prevent rework and lower error rate Circuit handoff changes to RJ45/Fiber at customer location currently cost around $1,300,000 in rework and lost revenue.

Business Customer Analyst

• Customer advocate for $10 billion acquisition of Verizon customers, resolving complex technical and billing challenges for 550 medium sized accounts with $875,000 in monthly billing. These challenges arose from Executive escalations, customer request, unresolved technical issues and complex billing situations. Resolution was accomplished by building and working with various teams from accounting, technical support, sales, and engineering.
• Consulted customers for add on and upgrade services leading to top 7% ranking of 777 non-sales employees for new revenue generation in the West Region with an accumulative $22,000 in reoccurring monthly revenue at the end of 2017.
• Globsys software - online account portal
• Subject matter expert fielding technical and non-technical support questions, increasing internal employee awareness and adoption for West regional of Business Customer Analyst team.
• RFP selection committee member, reviewing new platforms and evaluating proposals.
• Salesforce.com
• SME lead for team of 35 software users providing CRM training, technical support and best practices.
• Provided sales operations and enablement support to regional sales team of 10 Account Executives, 1 Regional Sales Manager, covering 550 accounts generating $875,000 a month in reoccurring revenue.
• Developed regional ABM (Account Based Marketing) program with local Territory Manager and Account Executive team to build brand and product awareness to grow new and organic sales.

Confidential, Seattle, WA

Account Manager - Business Process & Customer Success

• Guided business owners, engineering managers and principals on the selection of AutoCAD Manufacturing and Architecture Software Suites (perpetual/SAAS) through the analysis of their organizations digital engineering & design process workflows, Product Data Management (PDM) and Product Lifecycle Management (PLM) systems.
• Held continuing conversations with software users to build an understanding of their product use, identifying technical product knowledge gaps, while gaining firsthand knowledge on end-user challenges creating and delivering work packages via the AutoCAD software.
• This led to additional sales of software and services including specific application training classes and application support plans.
• Achieved highest application support service plan attachment rate of 35% within the organization.
• Salesforce.com
• Sales liaison engaged with the CIO and management team to develop sales and management operating rhythms for monthly/quarterly reporting, product reporting for training and upgrades, contract renewal reports, best use practices for sales team and technical support, training 25 users.
• Created and implemented a 365-marketing plan to build account touches, promoting products, training services and company hosted events. Also refined the 120 days out contract renewal sales process flow.

Confidential, St. Louis, MO

Director of Sales & Operations - Startup

• Managed daily business operations for permanent placement staffing agency, including remote employees in sales and recruiting. Created tiered commission schedule with accelerators for 3 territory account managers.
• Evaluated sales team needs and provided sales training, CRM training and territory/account strategy planning.
• Led strategy planning for RFP/RFI proposal responses and contract negotiations.