Brad Hinton Email & Phone Number

Houston, Texas, Us

Worldwide Go To Market Program Management focused on HPE Compute Ops Management adoption and customer success.- Established and executed new customer segmentation and engagement strategies that resulted in a 300% increase in onboarding rates globally within the first six months- Coordinated global teams from North America, Central Europe, Northwest Europe, UKIMEA, APAC, Japan, and India around onboarding programs for HPE Compute Ops Management- Defined, established, and launched a segmented customer onboarding strategy with each region based on digital-led engagement, low-touch engagement, and high-touch premium engagements- Built and launched sales to onboarding handoff process at scale resulting in faster time to value for customers onboarding HPE Compute Ops Management

Beaverton, Oregon, Us

- Managed and led a team of 14 Customer Success Managers responsible for managing a total book of business of over 800 accounts and approximately $19 million ARR- Achieved company GRR goal of 90% in the mid-market segment in Q2 and Q3 2023

St Louis, Mo, Us

- Led a team of 15 remote Customer Success Managers and CS Leaders working out of Canada, the United States, and Mexico supporting clients throughout North America- Grew the Customer Success team from 4 CSMs to 13 CSMs and 2 CS Leaders over a 4-year period- Increased ARR under management by more than 450% over a 4-year period - Grew Success Plan revenues over 400% over a 4-year period- Established and executed annual strategic objectives for the Americas Customers Success team- Collaborated with regional CS leaders in APAC and EMEA to establish global CS standards and best practices- Established the first customer health scoring dashboard for Ungerboeck Customer Success- Established voice of the customer program to measure customer satisfaction and consistently achieved best-of-breed results- Established the Customer Success playbook for the CS team and iterated following CS best practices according to current research to drive efficiency and scalability - Completed 18 month time and motion study to understand CSM activities and remove inefficiencies resulting in an increase of CSM customer facing time from an average of 52% to 78% on a monthly basis- Managed employee life cycle including interviewing/hiring, performance management, and separations- Handled customer escalations

St Louis, Mo, Us

- Led a team of 4 Customer Success Managers with responsibility for new client onboarding, adoption, and expansion- Developed the first customer success team for Ungerboeck Software and introduced the Customer Success discipline to the organization- Developed the trusted advisor solution approach to client expansion to organically generate sales opportunities- Managed a team book of business in excess of $3.2 million- Exceeded expansion sales goals every quarter from Q4 2017 to Q4 2019- Decreased churn within the customer segment by 5.7% year over year while delivering expansion results

St Louis, Mo, Us

- Responsible for managing and growing a book of business of approximately $1M in ARR consisting of approximately 40 clients- As the single point of contact for all clients in my book of business, I handled all inquiries including support tickets via Zendesk, how-to and best practice inquiries, end-user training and onboarding, account management inquiries, and product feedback resulting in increased customer satisfaction and decreasing churn rates- Ensured new client onboardings were successfully completed on time in order to deliver the shortest time-to-value for client needs and the highest return on investment- Closed annual renewal and upsell opportunities generating a positive net impact on churn while delivering business results- Rated consistently above 4.5 out of 5 stars individually on customer satisfaction surveys

St Louis, Mo, Us

- Developed the new client onboarding program from scratch for clients in the Ungerboeck Flex Edition product segment to leverage a one-to-many onboarding methodology- Created all materials including documented best practices, video webinars, presentations, and job aides to the Ungerboeck Flex Edition product segment- Documented best practices and workflows for all features included in this product segment- Successfully onboarded over 75 new clients using the newly developed onboarding program

St Louis, Mo, Us

- Handled inbound support requests via phone and email and resolved them in a timely manner with a positive impact on customer confidence and satisfaction- As a senior client care associate, assisted with ticket escalations and worked on complex and high-profile issues to ensure a timely and satisfactory resolution for the client- Developed the base configuration of the newly launched Ungerboeck Flex Edition and began the live onboarding program for those clients- Presented on support and system administration topics at the annual Ungerboeck user conference

St Louis, Mo, Us

- Handled inbound support inquiries via email and phone resulting in a positive net effect on customer loyalty and retention- Responsible for software patch testing prior to public release of software fixes- Presented on support and system administration topics at the annual Ungerboeck user conference

Chicago, Illinois, Us

•Managed all steps of the associate life cycle in a retail sales environment, ensured accountability for performance including issuing corrective actions and separations resulting in the establishment and development of high performing teams.•Monitored store operations to ensure appropriate handling of all company assets and compliance with company policies and procedures resulting in a positive impact on cash flow.•Ensured all store sales goals were met or exceeded on a monthly basis through coaching and delegation with Sales Managers.•Increased Cottleville and O’Fallon locations store audit scores from Partially Meeting Expectations in 2009 under previous manager to Exceeding Expectations and Meeting Expectations ratings respectively, in July 2010.

Chicago, Illinois, Us

•Managed all steps of the associate life cycle in a retail sales environment including: recruiting, interviewing; training associates; and ensuring accountability for associate performance including issuing corrective action.•Wentzville location led St. Louis Market in vertical attachment rate for 3 consecutive months from February 2009 to April 2009.•Led market wide culture driving initiative in 2008•In March 2007, led Cottleville store to 3rd place finish in company-wide data sales contest.•Cottleville location led St. Louis Market in vertical attachment and accessory attachment rate for 6 consecutive months from February 2007 thru July 2007.

Chicago, Illinois, Us

•Top 1% in sales in St. Louis Market for Jul, Aug, Sep, Nov, and Dec 2005.•Transitioned eight Cellular One stores to U.S. Cellular corporate retail locations in Kansas market. As acting manager in Iola, Kansas location, trained team on U.S. Cellular applications, products and services, and corporate culture.•Prior to transition, entire Iola team successfully passed U.S. Cellular certification.

Toronto, On, Ca

•Positively impacted customer loyalty by demonstrating exceptional customer service skills through handling of inbound inquiries in a call center environment. •Provided client support of financial market applications including remote recovery of customer data, technical troubleshooting, and user interface configuration.

Dallas, Tx, Us

•Demonstrated outstanding customer service and sales skills to actively serve new and existing customers by providing wireless solutions to meet individual needs, resulting in a positive impact on net customer base.

Bachelor'S Of Science, Networking And Operating Systems

Bachelor'S Of Science, Business Administration

Associate'S Of Science, Business Administration