David Hicks Email & Phone Number

Greater San Diego Area

At Mitchell, the Sales Team acquires & upgrades customers.Customer Success Managers keep them. Simple, right? Sort of, but not really, as that "after the sale" relationship takes many forms. Personally, I call us "Guardians of Revenue" -- costumes & capes are on order. While CSM's at Mitchell must keep one eye on immediate revenue, our primary focus is on the long-term customer relationship, and we seek win-win compromises that enhance the value of our products in the hands of our customers. We do this by: Proactively & reactively assisting new & existing B2B SaaS customers with potential & actual escalated issues including:- Onboarding of all new sales (cement Net Recurring Revenue during at-risk onboarding period)- Contract re-negotiations & escalated existing issues - Account health reviews to proactively identify & address at-risk subscriptions - Ad-hoc escalated / complex account support issues that require enhanced access & system understanding. We are responsible for contract renewals (measured via NRR / Net Renewal Rate % of $$'s), proactive / onboarding / product adoption of all new product sales, & as-needed handling of subscription health issues (measured via ARR / Annual Recurring Revenue total $$'s). We are gatekeepers for a wide variety of workflows, systems, & information directly impacting recurring cash flows & long-term customer retention. We frequently collaborate with employees up to Director-level in the following teams: - Inside & Outside Sales- Finance/Accounting- Product Management- Project Management- Project Implementation Team- Customer Service- Technical Support- Installation- Training- Order Processing- Editorial- ShippingWe are direct points-of-contacts for customers and our roles include some Account Management functions as well as additional proactive roles (onboarding & proactive work).

San Diego, Ca

Administering Fortune 500 benefit plans, including pension, health, and life insurance. Providing best-in-class "white glove" support for all inquiries, requests, and concerns. Reconciling complex billing issues and eligibility inquiries.De-escalating volatile situations with a focus on minimized liability and comprehensive final resolution.

Lexington, Kentucky

Division Business & Financial Analysis Manager responsible for ongoing performance monitoring, budget development, and financial reporting. Subject matter expert to senior management and primary liaison with corporate accounting, I.S., and national office for the system. Managed reconciliations and check runs for payments of $1.5M per cycle for 60,000 transactions to outside contractors across eight markets and five states. Led outsourcing technology integration project supporting $1.9M annual new business.Supervised, trained, and managed performance of multi-site staff across four states.Administered system supporting 800,000 new annual records, KPIs, financial audits & check runs.Supported financial analysis needs of executive-sponsored teams for critical initiatives.

Lexington, Ky

Provided financial and operational analysis using modern analytical methods including cash flow, time value of money (NPV, WACC, etc.), workflow, regression and SWOT analyses. Conducted business research and analysis to provide executive recommendations for strategic business solutions to enhance operational efficiency, increase revenues, and improve productivity.Cross-functional Team Leader for projects assessing and implementing strategic solutions

Lexington, Ky

Managed corporate technical and soft skills training, curriculum development, and onsite training. Performed ad hoc operational finance and workflow analysis projects, and budget analysis for deployment of new processes.

Lexington, Ky

Dual roles: CSR: Answered inbound requests for emergency assistance. Documented requests and forwarded to Dispatch. Dispatcher: Dispatched requests to available service providers. Documented status of requests in-process. Followed-up with service providers and customers to ensure superior service. Closed request ensuring accurate payment and full documentation. Handled up to 20 requests simultaneously / 100 daily.

Lexington, Ky

Provided Tier 1 technical support to end-users of company products.

Lexington, Ky

Commissioned retail sales of electronics.

Master Of Business Administration - Mba, Business Administration And Management, General, 3.7

Bachelor Of Business Administration - Bba, Finance, 3.2