-Led a team in ensuring successful client onboarding and adoption of transportation technology solutions.-Proactively addressed client inquiries, concerns, and issues.-Collaborated with cross-functional teams to identify opportunities for product improvement and enhancements based on client feedback.-Conducted regular check-ins and reviews with clients to assess their needs and provide tailored solutions, resulting in increased customer retention.-Played a key role in driving revenue growth through upselling and renewals by showcasing the value and ROI of our technology.

-Managed a portfolio of ~30 key client accounts, serving as the primary point of contact for their needs and inquiries.-Collaborated with clients to understand their business objectives and tailor transportation technology solutions to meet their unique requirements.-Proactively identified opportunities to upsell and cross-sell additional products and services, resulting in >40% growth in revenue.-Conducted regular business reviews and check-ins to ensure client satisfaction, address concerns, and explore avenues for enhancing value.-Coordinated with internal teams, including sales, customer support, and product development, to deliver timely and effective solutions to client challenges.-Maintained accurate and up-to-date records of client interactions and activities using CRM software.

-Traveled to client locations to deliver hands-on support, troubleshoot technical issues, and provide training on Rand McNally's ELD, navigation and transportation solutions.-Built and maintained strong relationships with clients, becoming a trusted point of contact for their inquiries, concerns, and feedback.-Conducted product demonstrations and training sessions, empowering clients to effectively utilize Rand McNally's technology for optimal operational results.-Collaborated with internal teams to relay customer insights, contributing to the continuous improvement of products and services.

-Collaborated with clients to understand their operational workflows and requirements, ensuring seamless integration of McLeod's software solutions.-Conducted thorough needs assessments and gap analyses to identify areas for process improvement and optimization.-Designed and executed tailored implementation plans, overseeing project timelines, milestones, and deliverables to ensure on-time and successful deployments.-Provided hands-on training to client teams on how to effectively use McLeod's software, enabling them to maximize its capabilities and achieve operational efficiency.-Worked closely with cross-functional teams, including developers and technical support, to address technical challenges and customize solutions to meet client needs.-Contributed to the development of implementation best practices and documentation, supporting the growth and knowledge sharing within the implementation team.

Mobile communication solution provider — including the design and manufacture of hardware and software — Specializing in applications for the Transportation, Military and First Responder industries. Annual revenue $24 million.Director of Customer Support and Service Center Network Developed plan for building nationwide field service center network. Tasked with leading the strategic initiative to build a service center network that would allow customers installation repair and replacement of mobile communication devices in the field; this included planning and designing the accounting and computer systems to support third-party partner locations.• Result: Identified 13 strategic locations based on customer requirements, located potential suppliers, developed relationships, negotiated contracts, and successfully trained and implemented eight of the locations; directed the development of the process, procedures, and systems to successfully support the customer. Improved Customer Experience. Led challenge to improve the overall customer experience when customers contacted the help desk. Improved the metrics used to monitor support people, developed consistent terminology across the company, worked with manufacturing, repair center and engineering to identify and resolve lead failure points, developed knowledge base system, problem resolution trees and processes to deliver more tangible results to the customer.• Result: Calls were handled quicker with fewer missed calls and consistency and customer satisfaction improved to the point that we could reduce head count by 50%.