Erin Dempsey Email & Phone Number

Plymouth, Michigan, United States

Drove the strategy and execution of customer contracts to improve the buying success and experience of Managed Services Customers. Deliver profitable, on-time renewals and expansions, resulting in increased renewal rates, customer retention, and accelerated growth for Cisco and Partners.* Improved Gross Margin on Managed Services renewals by 55%.* Achieved 91% Renewal Rate with Annual Total Committed Contract Value.* Fostered collaborative relationships to align on strategy and support customer success. * Prepared and conducted virtual and in-person competitive benefit/service optimization presentations.* Renewed large, global multi-million-dollar customer agreements across a variety of cloud and managed services technologies: Contact Center, Security, Business Video, Network, and Data Center.

Senior level Services Manager directed a global, cross-functional team to manage the growth and success of the Verizon Agreement, representing $60M revenue (85+ customers supported).* Renewed Verizon's Work at Risk Agreement for a 3-Year Term with a $49M Total Committed Contract Value.* Exceeded Total Committed Contract Value by 24%, booking $60+ Million Revenue.* Improved Gross Margin from 33% to 45%.* Council Lead for Customer Experience Team, driving the team's strategic programs, initiatives, and training to improve processes and facilitate business success.* Achieved “Rock Star Award” on the Managed Services Customer Experience Team (2018).

Optimized customer utilization and expanded renewal contracts to increase recurring revenues. *Led communications and contract fulfillment for 20+ partner agreements. *Facilitated the Renewals motion with Customers in partnership with Sales and Business Development, improving Gross Margins up to 35% *Managed a team of Client Business Managers to improve customer satisfaction. *Recognized: Pinnacle Award (Q1/Q2 FY 18); Bridge Builder Award (2015); Rock Star and All-Star Awards (2013).

Led cross-functional teams and individual contributors supporting large, global Managed Services Customers (AT&T,, GM, Verizon,, and HP). Directed Partner and Vendor relationships and all contract financial responsibilities including P&L, revenue and expense forecasting, and asset inventory utilization. Prepared and delivered Client Executive Operational Reviews to highlight contractual performance, demonstrate value, and establish initiatives to achieve high levels of Customer satisfaction.