Charles Allen Email & Phone Number

Tempe, Arizona, United States

Improvement Initiatives: Identify and advise on improving business metrics that drive growth and enhance customer experience. Develop and test solutions to address growth obstacles.Data Analysis: Analyze data and trends to maximize the potential of assigned Sellers.Strategic Partner: Act as a strategic partner for Sellers, seeking new opportunities and creating tailored solutions. Present compelling value propositions with a consultative approach.Strategy Development: Lead business strategy development, design long-term account plans, and collaborate with cross-functional teams to find joint opportunities for driving customer success.Complex Goal Management: Manage complex account goals, balancing short-term needs and long-term strategic investments.Metric Implementation: Track and implement metrics to measure the success and quality of Sellers’ portfolios, guiding work and uncovering opportunities.Effective Relationships: Build strong working relationships with Sellers, acting as a trusted advisor and business advocate.Operational Support: Provide timely, accurate, and professional support to Sellers within a specified SLA.Program Satisfaction: Drive optimal program and Customer Success Manager satisfaction.Cross-functional Coordination: Resolve Seller issues quickly and effectively by coordinating with partner teams.Consultant Role: Oversee key strategic activities, following up, escalating, and clearing blockers as needed. Advocate for customers using data and anecdotes to drive prioritization and deliver broader value.Efficiency Optimization: Improve team efficiency and optimize processes, managing initiatives, delivering critical solutions, and working independently across teams.Tool and Process Design: Assist in defining and designing tools, standard operating procedures, and processes for Seller Services.

Phoenix, Arizona, United States

Managed a $2.4MM+ book of business (largest at the company) of SaaS customers mixing Enterprise and Mid-Market account sizes from contract signature through full ROI obtainment and renewal. Achieving 92% Net Revenue Retention year after year. Upsold/Cross-Sold Clients into new products, integrations, and growth opportunities, including the largest organic upsell in company history (Bennett Family $35k into a $450k account). Leveraged ChurnZero and SalesForce to build an automated customer journey for myself and the team. Key contributor to cross-functional teams including Go-To-Market Strategy and Onboarding Process Optimization.Reason for Leaving: LayoffsVisit idelic.com to start reducing losses with the Idelic Program today.

Scottsdale, Arizona, United States

Managed a team of three Customer Success Managers for a total of $15MM in ARR. Personally managed $5.5MM+ of the book composed of Enterprise SaaS clients. Team performance included 90%+ ARR Gross Retention Rates and personal performance 95%+ ARR Gross Retention Rate. Leveraged relationships at multiple customer levels to orchestrate the expansion from the Coca-Cola Company account into the Bottlers group, a roughly 4X expansion of the base account. Recognized throughout the company as the account fixer, who could walk into a new account and put together a 30-60-90 day plan, execute against it, and prevent churn. Renowned for my ability to sell into our professional services product, my clients made up 90% of our consulting service revenues. Using data analytics, my cost savings recommendations were adopted by clients Bank of America and Allergan for a total of $5MM+ in annual savings.

Scottsdale, Arizona

Personally managed $5.5MM+ of the book composed of Enterprise SaaS clients. Personal performance 95%+ ARR Gross Retention Rate. Leveraged relationships at multiple customer levels to orchestrate the expansion from the Coca-Cola Company account into the Bottlers group, a roughly 4X expansion of the base account. Recognized throughout the company as the account fixer, who could walk into a new account and put together a 30-60-90 day plan, execute against it, and prevent churn. Renowned for my ability to sell into our professional services product, my clients made up 90% of our consulting service revenues. Using data analytics, my cost savings recommendations were adopted by clients Bank of America and Allergan for a total of $5MM+ in annual savings.

Scottsdale, Az

I administered Trax’s external SOCII audit and designed a new product (Non-Parcel Claims) based on a customer request that we provide the service. Redesigned and implemented a new customer onboarding process and workflow that included a revamped customer communication strategy. Leader on Go-To-Market strategy teams for new products.

Phoenix, Arizona Area

Managed a team of 60+that were the managed service product for clients. Improved to 95%+ employee retention after first 30 days.

Phoenix, Arizona Area

Responsible for the Arizona and Sonoran Mexico operational regions. Managed 30+ employees in the Warehouse, Transportation, Trucking, Air Cargo, Distribution, Air/Ocean International, and Customs Brokerage products in the branch. Built a best-in-class reverse logistics program that was recognized by Amazon. Supported sales in client on-site visits and used existing relationships to grow the Export product over 400% in the first year.Reason for Leaving: Wanted to move into the software industry.

Phoenix, Arizona Area

Responsible for the Arizona and New Mexico operational regions. Managed 6 employees in the Warehouse and Air/Ocean Export products for the branch. Turned the team from a bottom 5 to a top 5 performer across 85 branches nationally on our operational performance scorecard. Supported sales in client on-site visits, responsible for all export pricing quotes and RFQs.Reason for Leaving: Better opportunity.

Phoenix, Arizona Area

Master Of Business Administration (M.B.A.), Logistics, Materials, And Supply Chain Management

Bachelor Of Science, Political Science

Activities and Societies: Dean's List

High School Diploma