Responsible for providing leadership, guidance and direction for the Service Organization, including Software Implementations, Project Management, Global Support, and the Field Service Technician Team. Engage with Customers and Partner Network to ensure the successful outcome of all interactions with Ban-Koe, including meeting deadlines, effective and timely communication, creative problem solving and managing escalations.Planned and implemented process improvements, allowing for increased employee productivity to meet the demands of company growthLead large-scale projects from the sales hand-off point to project completion to ongoing support.Grew annual recurring maintenance revenues by xx% annually year over year during a three year span.Led 12-person Field Service team, installing and maintaining customer systems for Fire Alarm, Access Control, Building Intercom, Intrusion, Video Surveillance and Classroom Reinforcement Systems.Employee Development and Ongoing TrainingCross-Departmental CollaborationEncourage feedback from all employees to contribute to the success of the business.

As a Sr. Customer Success Manager, I am responsible for helping my customers leverage the investment they have made in their ERP system to make them a more successful organization. I cultivate a positive and trusting relationship with my customers, and internal resources, so I am able to advocate on their behalf and achieve their desired results. Often times, I am viewed as an extension of the customer's team within Infor. Other duties include facilitating strategic discussions, coordinating appropriate resources to answer questions, case management, escalation point of contact and helping create additional visibility within Infor for a continued partnership between the customer and their ERP vendor. Doing this ensures 100% satisfaction and renewal of their annual maintenance and SaaS agreement.Responsible for supporting up to 15 strategic accounts and protecting their maintenance revenue of $6.3+ M, while maintaining 100% account retentionResponsible for the planning, execution and management of events for Infor’s top tier customers at annual conference. This includes, but is not limited, executing and coordinating exclusive customer sessions, onsite exclusive lounge (customer amenities), managing and scheduling staff, communication and offsite reception coordination. I work with multiple vendors remotely while planning and onsite at the venue during the event.

Responsibilities included: Manage day-to-day and overall activities of the Escalation team; provide positive and constructive support to team members regarding customer interaction and productivity. Interview, hire and provide career development assistance to team members. Act on behalf of Integra Telecom, Inc. to government and professional agencies. Resolve complaints received by company executives and board of directors in a timely fashion. Assure team goals and metrics are met and exceeded; regularly evaluate current policies and procedures that have the most impact on company and customers.

Responsibilities included: Facilitated numerous initiatives to improve quality of service; involved in approving and providing direct feedback for customer compensation requests and service cost negotiations. Analyzed data for company metrics (credits, churn and surveys); provided updates to management. Assisted in the identifying of more than 100 process gaps; worked closely with upper management to ensure processes were changed, updated and/or closed. Trained team members on internal and external customer service. Completed research and root-cause analysis for executive team regarding urgent customer service issues brought to their attention.

Responsibilities included: Achieving sales productivity goals. Identifying and maximizing business opportunities while ensuring customer service standards. Execution of floor set and visual merchandising changes. Trained, developed, and motivated associates to learn and continuously improve selling and customer service performance. Managed weekly conference calls for the District stores to provide feedback, drive results and develop new ideas for improved sales and productivity.

Responsibilities included: Opening, management and closing of retail art studio on a daily basis. Developed an extensive mailing list comprised of professional athletic organizations, collegiate teams and media personnel to market Terrence Fogarty’s artwork. Tripled the number of wholesale buyers by cold calling prospective galleries and introducing the company and artwork. Responsible for achieving sales goals for both the retail gallery and through wholesale buyers. Created quarterly newsletters for production with content relevant to the current events of the artist and gallery. Assisted in marketing decisions and implementation of advertising in nationally published art magazines. Facilitated the process of commissioning of artwork. Assisted Nationally recognized sports organizations with the management, distribution and marketing of artwork.