Brady James Email and Phone Number

-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

-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

-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

-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

-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

-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