Diana Killian Email & Phone Number

Raleigh, North Carolina, United States

• Develop trusted advisor relationships with assigned customers, advocating on their behalf with internal functional partners as needed • Drive product adoption and usage of insightsoftware products and solutions to retain and grow revenue • Craft effective strategies for customer retention and negotiate and secure renewal agreements and cross-sell contracts • Create and deliver customer business reviews and prepare reports on account status as needed • Forecast and track key account metrics (e.g. quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders • Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and creating value through insightsoftware’s solutions • Drive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions • Lead one or more special projects to enhance Customer Success goals and processes• Participate in cross-functional reviews of product lines• Train and mentor on-demand talent• Enthusiastic about making clients successful• Work Ethic – operate in a fast-paced environment with a focus on achieving results • Engaging Presence – quickly establish rapport and build relationships with partners and communicate successfully with clients • Teamwork – work cross-functionally to achieve team and individual goals • Communication – communicate effectively with customers and internal cross-functional partners, creating promoters at every touchpoint• Willingness to lead conversations internally and externally to drive toward outcomes

Cleveland, Ohio, United States

* Receive project assignments from Director of Energy Solutions and Integration.* Manage opportunity from pre-sale through customer approval using all available systems, including but not limited to the Services Applications, Survey Tools, Trackers and ROI Documentation. * Build audit scope of work and supporting documentation including webinars and crew training materials, manage returned data.* Build Proposal and/or ROI Documentation to support program.* Create and own cost margin worksheets that address all scopes of work and build in appropriate program costs, operational strategy, assumptions and qualifiers.* Consider both risk assessment and margin upside when building program costs.* Perform final proposal reviews on assigned accounts to ensure full integrity and accuracy of bid.* Identify gross margin upside and convey to Account Manager and Programs Operations during transition.* Manage opportunity work orders in all required customer databases or spreadsheet (i.e. Service Channel, FM Pilot, etc.).* Communicate program concerns through Director of Energy Solutions and Integration and/or Account Manager.* Partner with Field Partner Management Group (FPMG) to help vet, find, and assign field partners for all open opportunities.* Collaborate with Energy Solutions Specification Managers to identify appropriate product with competitive costing.* Obtain and log all work order related information including but not limited to surveys, drawings, customer approval, emails and other.* Communicate work order status to Account Manager or directly to customer, depending on customer requirements.* Attend customer conference calls or meetings as assigned by the Director of Energy Solutions and Integration.* Issue Purchase Orders.* Collaborate with internal departments on new opportunities and open RFP’s.* Assist with other projects or assignments at the discretion of supervisor or VP of Energy Services.

Greater St. Louis Area

Netsuite | Workmarket | Smartsheets |Training | Account Management | Project Management | Project Prioritization | Onboarding | MS Office | Client Service | Verbal & Written Communication Skills | Return Merchandise Authorizations | Accounts Receivable | CRM - Customer Relationship Management | Saas | Critical Thinking~ Provide a high level of customer service support to clients; garner and maintain a thorough understanding of customers’ needs and our service offerings to resolve client needs~ Monitor and maintain client engagement through client surveys ~ Receive and respond to clients' requests; function as a liaison between clients and internal teams to support the client; billing team (billing questions), sales team(quotes)Onboarding~ Proactively look for opportunities to secure future revenue from new/current customers – upgrading equipment, offering our support services ~ Assist with processing Break/Fix orders, process pre-payment orders~ Serves as point of escalation for departments including projects, service, dispatch, purchasing and accounts receivables~ Monitor SLA’s daily (open call status) and work with dispatch, support, purchasing and repair to be sure deadlines are met~ Communicate SLA Analysis internally and externally with our customers~ Monitor and review all dashboards in NetSuite as they relate to Account Management~ Identify any trends that may negatively impact the customer as it relates to support, staging, and repair; work with appropriate internal teams ~ Communication (Outages, account mgmt. changes)

Salesforce Expert User | Implementations Onboarding | Google AdWord Certified |Bing Certified | Email Marketing | Digital Marketing | MS Office | Client Service | New Systems Trainer | Campaign Management | Search Engine Marketing (SEM) | Search Engine Optimization (SEO) | CRM - Customer Relationship Management | Saas |Marketing Research and Analysis | Verbal & Written Communication Skills | Online Reputation Management | Project Management | Presentations | Onboarding | Product Implementation | Client Billing~ Negotiated advertising contract terms to satisfy settled claims liabilities and for customer retention.~ Audited, investigated, and assessed loss of revenue accountability to appropriate business units identified through review of documented internal policies and business processes.~ Experience and firm understanding of the development and implementation of business policies, standards and related operating procedures.~ Communicated with executive and sales management of the risk implications associated with excessive revenue losses.~ Acting single point of contact for client and sale handling all program performance issues, website/banner updates, billing concerns and contract disputes retaining ownership through resolution. ~ Subject matter expert on SaaS and SEO suite of products as well as YPSearch, Direct Mail, Online/Mobile Display and Analytic reporting for the same.~ Resourceful leader who can motivate, supervise, and effectively integrate change management processes. ~ Prepares and delivers communication on ad performance to customers. ~ Experienced in defining, developing and executing multi-channel digital marketing campaigns.~ Managed an account baseline of $1.5 million dollars and have increased traffic by 85% by optimizing their digital presence.~ Monitored and addressed as needed NPS Surveys (Net Promoter Surveys) for all clients within my region.

Chesterfield, Mo

GPS Vehicle Tracking | Fleet Management | Telematics | Fleet Tracking Software | Mobile Workforce Management | Technical Support | Trainer | Implementations | Onboarding~ Facilitate successful onboarding of new customers via web-hosted meetings.~ Developed, initiated and conducted training processes for new hires. ~ Analyzed the results of training sessions.~ Continuously aligned training with quality standards within the company.~ Ensure customers are leveraging our products and services regularly and successfully.~ Partner with Strategic Account Managers, Sales Teams, etc. to properly grow accounts and ensure continued premium support of the customers needs. ~ Expert in Agilis Products and Services~ Educated and train customer base of the benefits of a GPS tracking system through weekly webinars.~ Confirm customer understanding of the solution and provide additional customer education as needed to prevent call backs on the same issue~ Provide superior technical support on all branded products and build successful long-term relationships.

Greater St. Louis Area

Research | Investigation | Risk Assessment | Investigation | Customer Retention | Decision-Making | Critical Thinking | Analytical / Exceptional Written and Verbal skills~ Accurately disseminated challenging advertising product and account information creating positive customer experiences for internal and external customers. ~ Build and nurture positive working relationships with clients with the intention to exceed client expectations. ~ Negotiate and settle advertising claims liabilities. ~ Facilitated training of new employees and vendor clients on business applications and standard operating procedures. ~ Achieved multiple "World Class Service Awards" for professionalism and outstanding customer care.~ Experience and firm understanding of the development and implementation of business policies, standards and related operating procedures. ~ Assess loss of revenue accountability to appropriate business units identified through investigation interrogatories. ~ Acting single point of contact for client and sales handling all program performance issues, website/banner updates, billing concerns and contract disputes retaining ownership through resolution. ~ Assess loss of revenue accountability to appropriate business units identified through investigation interrogatories.~ Communicate with executive and sales management of the risk implications associated with excessive revenue losses.

Associate'S Degree, Network And System Administration/Administrator

Obtained training on computer hardware and software as well as peripherals. Emphasis on computer networks and infrastructure.

Business Administration And Management, General