Derek Key Email & Phone Number

Portsmouth, New Hampshire, United States

- Guide the organization through client-impacting technology updates and complete product retractions (sunsets) that align with P&L objectives and the organization's Lean Portfolio Management approach to software development.- Align international teams with skill sets encompassing legal/CISO, business analysis, customer service delivery, and software development. - Engage cross-functional units in a systematic and enforceable process that leverages innovation, empowers user communities, and accelerates product transitions.- Create a focus on customer satisfaction, retention, & revenue.

Portsmouth, Nh

- Responsible for defining, coordinating and executing efforts to move existing clients from legacy applications to current cloud-based applications.

Portsmouth, New Hampshire, United States

- A client advocate dedicated to actively retaining dissatisfied clients by uncovering root causes of discontent and subsequently delivering solutions from across the organization.- EFM (Enterprise Feedback Management) system administrator responsible for the creation and deployment of all customer satisfaction surveys (7 ttl. across sales/mktg, services, & support).- VOC (Voice of the Customer) program has achieved ACE Award (Achievement in Customer Excellence) distinction every year it has been under my direction (5 years running)- Incorporated NPS (Net Promoter Score) as a new customer loyalty metric to aid company’s product growth into hosted platforms. - Provide analytical insight into client sentiment for Executives and Management.- Handle all aspects of vendor relations for the EFM (Enterprise Feedback Management) system

- Successfully increased synergy between sales and operational teams as the assigned liaison between these two groups- Increased collaborative efforts between sales and operations to create abbreviated service offerings and implementation methodology for on-premise and SaaS solutions.- Created process improvements for specific service offerings to alleviate stumbling blocks in sales cycle.- Guest speaker at Sales' QBR to foster partnership in selling adequate service levels for all new installs and post-implementation projects.- Responsible for all resources and professional service deliveries needed to implement proprietary and SaaS software solutions.- Maintained ownership of both the client’s expectations and the company’s forecasted revenues on all assigned client implementations.- Implemented project contingencies to overcome unforeseen technical issues, limited resource availability and/or missing client responsibilities, so as to maintain established timelines and client expectations.

- Independently solicited and contracted revenue equivalent to 10 times annual salary during first year of tenure.- Overcame challenges presented by extensive property renovations to develop new and maintain existing client relationships.- Developed and conducted training seminars to standardize sales activity within Delphi (office's automated sales & catering software).- Refined aptitude to engage in Needs-Benefit Selling by completing Hospitality Selling Skills training.- Implemented various reports (i.e. budget/actual rev., group resume, etc.) to create more efficient sales strategies and to maximize investment in automated software solution.

- Established the hotel within the meeting and group markets during the opening year of operation by consistently achieving daily activity goals of 20+ (average) calls per day. Calls consisted of both inside and outside sales efforts.- Generated $213,333 in room revenue for the hotel’s opening year, and contracted $836,252 in room revenue for the following year. Representing an increase in personal productivity of over 391% year over year.- Professionally certified for employee management and coaching by completing Train The Trainer program.- Contributed directly to property’s 2003 & 2004 business plan by creating & researching an in depth competitive analysis.- Aided hotel in achieving its 4-Diamond certification from AAA

- Identified and developed business in new metropolitan markets.- Designed and authored user interface for hotel website.- Initiated marketing campaigns to gather and solicit the property's transient market.

- Aggressively contributed to exceeding team revenue goals by 15% for 6 out of 8 months.- Key representative for all trade and consumer shows (Approx. 20/year) in major metropolitan markets throughout New England, the Mid-Atlantics, as well as Eastern and Central Canada.- Assigned to organize and implement cooperative newspaper advertising between sister resorts and associated lodging partners.

- Consistently met and exceeded goals for lodging roomnights, ADRs, and catering revenues- Achieved Gold Key recognition for high marks in handling secret shopper calls.- Regularly and independently fulfilled weekly Manager-On-Duty responsibilities

- Supervised and coordinated pneumatic drilling operations.- Assisted in the handling, loading, wiring, & detonating of all explosive discharges up to and exceeding 4000 lbs.- Pyro-technician for the City of Keene, NH’s 4th of July celebration in 1996.

Bsba, Hotel Restaurant & Tourism Management

Activities and Societies: Graduated with honorary distinction from Eta Sigma Delta (National HRTM Honors Society)

High School Diploma

Activities and Societies: Soccer, Hockey, Rugby, Senior Speaker at 1993 commencement