Brady James Email & Phone Number

Ottawa, Ontario, Ca

Reston, Va, Us

-Obtained 175% to goal in 2023 while converting team into a shared service, supporting a business unit model-Streamlined customer-facing teams by leveraging low cost, global regions, resulting in over $2m in EBITDA savings -Delivered customer success, customer support, and professional services for business generating $100M in revenue-Increased Net retention from 70% to 104% and Gross retention from 58% to 88%-Successfully lead a team of 5 Directors across Support, Success and Professional Services-Achieved desired goals by establishing forecasts for retention, expansion, and professional services opportunities-Boosted overall performance by leading global teams in Australia and South Africa-Enhanced operational efficiency by devising customer journey strategies for two distinct product lines-Achieved over 10% revenue growth in professional services sales within the first six months by optimizing customer-facing teams' performance-Instituted culture of coaching and development resulting in an improvement in CSAT scores from an average of 82% to 95% month over month

Reston, Va, Us

-Managed 15-member customer success management team, including three CS Managers.-Attained forecast predictability within 7% month-over-month range by developing a health score that captured all company revenue-Implemented customer escalation process which yielded a 30% win-back rate of at risk customers-Drove healthscore adoption across all business units, was utilized by product, marketing and sales to achieve business unit goals-Streamlined client onboarding process, reducing time to value from 90+ days to less than 30 days-Built scaled customer success model, ranging from a low touch, digital model for long tail customers and a high touch, “white glove” model for large spend customers-Expanded team from initial 5 CSM's to global team of 15-Directed merger of acquired company by integrating four new CSM's without attrition

Stamford, Ct, Us

-Lead a team of seven service delivery associates to find creative ways to engage our over 1000 member organizations to help ensure higher client retention-Managed over $30 million in contract value-Exceeded yearly retention goals by 4% and client engagement goals by 3%-Promoted three associates into Sr. Client Partner roles-Involved with the continuous improvement and evolution of our combine organization post M&A-Provided guidance and support on relationships with business unit stakeholders, senior leadership and peers thereby delivering exceptional business impact defined in terms of client engagement, retention and service team productivity

Washington, Dc, Us

-Built the Inbound Lead Qualification team from the ground up-Responsible for all reporting and metrics for the team-Interviewed and hired all members of the team -Created over $2 million in pipeline

Mclean, Va, Us

-Trained and managed new consultants-Coordinated training sessions, utilizing proven sales strategies to enhance knowledge-Created innovative training materials tailored to the needs of new consultants-Provided mentorship, while motivating trainees to achieve goals and objectives-Lead refresher training for veteran consultants on a monthly basis-Developed effective methods for performance improvement using demonstrations and workshops-Ensure the compliance of all training documentation with company standards-Consulted with management to discuss training progress, results and new methods to implement-Assessed trainees and accordingly recommend for positions

Mclean, Va, Us

-Interfaced with clients, educating them on home and business security systems-Assessed clients’ needs and recommended appropriate systems-Maintained a comprehensive knowledge of cutting edge security and home automation technology- -Utilized world-class analytics and a customized CRM to facilitate the sales process-Successfully mentored other consultants in product knowledge and client retention-Oversaw the full-cycle of the sales process, while applying a consultative sales approach-Set appointments and followed up with prospects -Interfaced with consistent warm leads provided by the company