Colton Sheehan Email & Phone Number

New York, NY

• Manage enterprise businesses (100+ location) from implementation through live lifecycle & ongoing account management
• Facilitate recurring meetings with each account to review campaign results, performance, product feedback, & software updates
• Primary point of contact for HQ team, prioritizing internal and external requests from the US market
• Support sales team during discovery phase by consulting on customer needs, and join advanced stage meetings to speak to… Show more
• Support sales team during discovery phase by consulting on customer needs, and join advanced stage meetings to speak to product-centric capabilities
• Host meetings covering all new features, software updates, and product changes for support and sales team Show less

New York, NY

• Manage entire client lifecycle from on-boarding to sales meetings through to ongoing account management
• Work directly with Point of Sale companies to secure a partnership, establish integration, test functionality, and implement into brick + mortar locations
• Support day to day needs & operations of partners covering account creation, loyalty club best practices, technical issues, and marketing materials
• Host on-site trainings for businesses in preparation for launch… Show more
• Host on-site trainings for businesses in preparation for launch to engage client's employees and guide them through promotion Show less

New York, NY

• Evaluate all US leads for potential direct clients & partners to schedule Como Sense product demos
• Perform sales meeting covering company background to product methodology and demo
• Work with direct clients to create app aligned with businesses’ branding, define loyalty club model, facilitate remote employee trainings, and provide customized guides & marketing materials
• Onboard partners with 12 hour training course involving app creation, loyalty strategy, automation… Show more
• Onboard partners with 12 hour training course involving app creation, loyalty strategy, automation engine, and backend data management
• Manage ongoing support requests for direct clients & partners spanning technical issues, functionality inquries, and product enhancements

New York, NY

• Manage inbound support request queue by email in Salesforce with average volume of 30 cases a day
• Schedule and facilitate phone support calls for informative and troubleshooting sessions
• Refine procedures and generate response templates for frequently occurring issues and inquiries
• Identify and replicate bugs and reported issues in preparation for escalation and resolution

New York, NY

• Supported Enterprise/Multi-Location accounts ensuring immediate assistance and accelerated resolution for technical issues
• Personally responsible for continuing support of all SaaS operations for over 50 merchant locations
• Developed and tested internal processes for implementation of the Enterprise Department
• Handled a running queue of over 20 general support cases a day via email

New York, NY

• Engaged in over 30 calls from merchants daily to resolve system issues and address merchant concerns
• Investigated and assigned malfunctions in the software to the proper department for resolution
• Documented, tracked, and archived completed cases for future reference using Salesforce
• Assisted in creation of soft skills guideline for training the department on working and communicating with merchants

New York, NY

• Partnered with management to review product sales, ensure stock reflects customer sales trends, and offer replenishment suggestions
• Managed all aspects of stock such as inventory control, product management, shipping and receiving, loss protection, and shrink prevention
• Worked with technicians to address and resolve problems with customer products, including computers, tablets, phones, and mp3 players
• Remained up to date on product research and development through… Show more
• Remained up to date on product research and development through online technology media outlets
• Assisted customers in sales and suggestions for third party products when working on the sales floor Show less

Bachelor Of Arts (Ba), Communication And Media Studies

Associate Of Arts (Aa), Journalism