Tim C. B. Email & Phone Number

Washington, Dc, Us

➝ Analyzed customer usage data to identify churn risks and implemented strategies to improve retention rates and satisfaction.➝ Fostered long-term client relationships, driving deeper engagement and identifying upsell opportunities to maximize customer value.➝ Led and developed the customer success team as a player-coach, driving team performance and client satisfaction goals.➝ Communicated actionable customer feedback to internal teams, driving product enhancements and improved workflows.➝ Developed strategies to increase product usage and retention, ensuring customers maximize their value from Dusty’s solutions.➝ Created account strategies that drove product usage and facilitated renewals, expanding service offerings and fostering long-term partnerships.➝ Collaborated across teams to resolve client challenges and improve operational efficiency without disrupting workflows.➝ Used data analytics to monitor account health, track engagement, and align with client objectives in regular business reviews.➝ Led renewal discussions and upselling initiatives, aligning clients on projected volume and pricing to drive revenue growth.➝ Advocated for feature enhancements and process adjustments, driving improvements based on client feedback.

Washington, Dc

In this role, I accomplished growth for a $5.3M original renewal book into $7.7M in 2021 with GRR at 96.03% and NRR at 145.34%. I manage a $7M+ book of business by collaborating with Enterprise and Strategic clients on business reviews, on-site visits, and industry events. Moreover, I collaborate with key customer decision-makers and executives to analyze their business objectives and prioritize their success.My other duties and accomplishments include: ➝ Effective in enabling customers to collaborate on their own business cases to optimize value and return on investment using the best methods and analytics.➝ Utilize multiple resources such as Salesforce, Looker, Tableau and industry trends to monitor adoption trends proactively. ➝ Work with internal teams to achieve customer success goals, uncover new sales opportunities, and predict risk to prevent attrition.➝ Act as the customer's voice to the product team by assisting in prioritizing needs and setting expectations.➝ Instrumental in mentoring new Customer Success Managers, achieving individual and team goals, bringing together cross-departmental teams, promoting change, and increasing business processes.➝ Develop a solid understanding of tactics for maintaining and expanding significant enterprise accounts while reducing risk.➝ Partner with senior executives, technical leadership, and the Sales team to implement development initiatives for ENR 100 accounts.➝ Track consumer needs, market changes, and competitive activity to identify product updates or new releases.➝ Maximize four years of enterprise account management experience, customer empathy, and a passion for revenue and growth while being imaginative, persuasive, creative, and curious about the client's business.➝ Armed with a history of servicing major enterprises, demonstrated ownership of all areas of owning a market sector, while being goal and results-oriented, positive, clever, value-added, proactive, and easily adaptable.

1401 K St Nw #701, Washington, Dc 20005

During my service, I served as PROCORE administrator for managers and project teams, providing support and recommendations for 25 departments. I employed strategic leadership in successfully implementing PROCORE (construction management web-based data system) as the project management system for WMATA's $1.08B yearly capital campaign. Furthermore, I developed guidelines for the "PROCORE Procedure Implementation Manual" to guarantee the software's efficient use.My other duties and accomplishments include: ➝ Deployed analytical skills in conducting verification audits to monitor accuracy and efficiency per WMATA procedures.➝ Prepared, monitored, and evaluated reports of over 2300 WMATA projects to aid project managers with PROCORE optimization.➝ Worked with senior management to streamline procedures and define actions needed to optimize PROCORE use to benefit WMATA.

600 Maryland Ave Sw Washington Dc, 20024

In this position, I achieved an execution rate of 100% for effectively and efficiently transferring items through to the management staff. I acted as a Contracting Officer Technical Representative on multimillion-dollar contracts, designing and executing change orders, contract changes, along with pre-construction notifications based on Smithsonian Institution guidelines and federal procurement requirements. More so, I managed the South Mall Resident Engineering Office from December 2012 to December 2013 to support the Office of Facilities Engineering and Operations, Construction Management Division, and Resident Engineering Offices.My other duties and accomplishments include: ➝ Implemented internal controls and reporting procedures to guarantee fiscal responsibility and the absence of cost overruns.➝ Improved the multi-project planning process to allow for enough flexibility to effectively execute contracts, contract changes, and purchase change orders as needed to satisfy the Office of Facilities Engineering and Operations requirements per completed task orders.➝ Delivered project timelines by identifying the critical points of delay and the current state of ongoing projects, helping the Resident Engineering team monitor and finish numerous punch-out items for refurbishment by reviewing contractor work.➝ Directed in providing documentation for change orders, notifications to proceed, requests for information, submittals, and contract modification packages while working closely with the office of the Resident Engineers.➝ Oversaw procurements, project materials delivery, material submittals and requests for information, and Project Engineer support.

600 Maryland Ave Sw Washington, Dc 20024

• Independently managed large scale archiving projects including historic drawings, contractor documentation, submittal samples such as glass or tile, and correspondence to and from contractors ensuring that they were imaged and/or stored correctly.• Managed archival functions for the construction projects of the Smithsonian by seeking information from multiple sources, such as, resident engineering offices, construction contracting officers, management assistants and the Office of Engineering Design and Construction headquarters to ensure complete records are compiled, scanned and filed.• Independently developed an archiving system for the Construction Management Division to effectively store contract and construction documents.