Dava Watson Email & Phone Number

o Managed a portfolio of 80 mid-market clients for 2 business verticals totaling $600K in annual recurring revenueo Facilitated cross-functional conversations and consensus building with stakeholderso Became a Trusted Advisor to evolve from vendor relationship to a mutually successful and beneficial partnershipo Tracked and reported on prepaid extended service hours to clients and internal teamso Gathered requirements, communicated LOE/SOW to clients and scheduled resources for small projects o Documented change requests and provided contract reviewso Managed assigned support tickets and related JIRA tickets to enable bi-directional communication from creation to resolution stageo Planned and implemented success plans to improve overall health of customer accountso Responsible for overall customer satisfaction, retention, and revenue growth o Created client facing deliverables, including monthly reports, support ticket reviews, and business reviewso Possessed a comprehensive understanding of the software solution to serve as a consultant identifying new opportunities to optimize the use of our softwareo Identified product improvement opportunities and worked with the Product Management team to develop new features and functionality within the solution to support customer objectives.

o Maintained a portfolio of 165 law enforcement agencies, totaling $2M in annual recurring revenueo Ensured the successful adoption of software products for assigned clientso Customer Advisor and Advocate to customers regarding software and professional service needs, including creating and executing success plans for at risk agencieso Responsible for the development of strong, positive customer relationships across portfolioo Identified and cultivated referenceable agency contacts who were willing to host potential agencies for future sales opportunitieso Performed quarterly/monthly/weekly business reviews to assess open actions, gage customer satisfaction, and make recommendations to improve customer experienceo Collaborated cross-functionally with all business units to address areas of opportunity for the customer and for our companyo Efficiently maintained CRM database (Salesforce/Gainsight) by documenting all communication with customers accurately and timely

Greensboro/Winston-Salem, North Carolina Area

o Tracked projects and reported progress through each milestone o Oversaw the delivery of contracted technical services to ensure adherence to contractual termso Managed various internal processes required to service and deliver Xerox’s capabilities to the cliento Performed Human Resource Management – selection, training, career progression, performance management, and adherence to policy to an average of 20 Account Associates and Fleet Managers supporting 25 client accountso Responsible for formulating billing packages for our customers, averaging $700K monthly. o Managed profit and loss targets and operating budget o Responsible for account growth & cost controls through labor productivity, efficient operational practices, and new product and service offeringso Full operational responsibility including resource utilization, financial analysis, materials management, equipment, assets and inventory management and controlo Service level tracking and reporting (SLA compliance) o Met weekly with clients to report performance compliance and drove additional revenue through appropriate services offerings

Greensboro/Winston-Salem, North Carolina Area

o Managed effective communications, relationship building, and retention efforts for client baseo Resolved client problems/issues by leveraging internal/external resources o Provided leadership and support for new deals with implementation partnerso Identified opportunities to improve gross profit through cost management and post-sale revenue growtho Advised clients of opportunities to improve the success of their business operations by understanding client’s industry, and their critical business driverso Talent Management - Completed/lead all HR activities for teams including recruiting, retention, succession planning, training, performance management, development, compensation/pay planning, team building, and recognition initiatives