Brian Smith Email & Phone Number

Greater Philadelphia Area

Greater Philadelphia Area

Philadelphia, Pa

Led global team responsible for managing client accounts exceeding $15 million in revenues. Maintained 98% client retention rate.Managed client account support through initial RFP, contract management, post-sale/implementation phases; administered client relations throughout entire post-sale life cycle. Acted as the client's primary point of contact, providing exceptional service and support, exceeding customer expectations, leading to account renewal and expansion.Headed up cross-functional team responsible for implementing multi-million dollar integration project with major hotel chain and a leading hospitality industry technology partner. After merger, successfully integrated 2 additional product lines into portfolio of products supported while maintaining 95% CSAT levels.Identified process improvement areas after building time-tracking system which zeroed in what tasks were being done and for which accounts; added transparency to accounts, activities, and projects where staff were spending time.

Philadelphia, Pa

Designed game-winning sales team demo site for company’s Lead Visibility product which lead to a 25% increase in sales.Improved report production turnaround time and accuracy 40% by establishing business intelligence team.Spearheaded project to update client content management tool improving processing time by 50% and all but eliminating customer calls for assistance.

Philadelphia, Pa

Built entire Client Services team from scratch; assessed support expectations/needs by conducting interviews with sales, operations, engineering, finance, and customer service teams, developed training program, created policies and procedures, hired team, and rolled program out internally and externally.Partnered with Customer Service team to increase customer satisfaction 30% by providing them with training and documentation specific to each account’s contract and SLA’s. Led to 95% account retention, and increased add-on sales.Following acquisition of competitor, led database merger project combining 150,000 account records from both databases eliminating duplicate accounts and providing standardized data fields creating precise, complete profiles on customers.

Philadelphia, Pa

Automated on-boarding process for new and renewal contracts reducing costs 40% and increasing customer satisfaction 15%.Reduced overall contract processing time 50% by implementing new processing and approval procedures.Designed and executed implementation program to migrate 100% of supplier clients to new Group Meetings RFP Response platform.

Philadelphia, Pa

Successfully launched a low cost, easy to implement, Group Meetings RFP product with over 50 sales to individual hotels, small chains, and management companies within the first two years. Maintained a 95% renewal rate.Executed the development and implementation of customized Group Meetings RFP projects for five large hotel chain clients. Wrote specs, coordinated design meetings, managed budgets and timelines.

Philadelphia, Pa

As an early member of a start-up company, developed strategy for the data and content product for a web-based marketplace where meeting planners and their suppliers transact business.Directed a content team that built a robust database of over 80,000 hotels and group travel related suppliers from all over the world.Staffed, trained, and led Customer Service Team supporting all online products and established Online Knowledgebase where customers access answers to a myriad of support questions.