Supported $300K Monthly Recuring Revenue base of Managed IT Service SMB clients who were consuming help desk support, workstation device management, server and network management, Microsoft 365 license, Disaster and Recovery, and Cybersecurity. • Worked with C level executives and stakeholders to create and execute Success Plans for each customer. • Monitored and managed key performance metrics like network uptime/down time, server and workstation health/performance scores, hardware warranties, security reports, CSAT scores, and net promotor • Lead business reviews presenting key metrics , strategic planning and technology road mapping • Identified risks to renewals with our clients on an ongoing basis and acted as voice of customer with internal teams to remediate client concerns through service improvement plans. • Used Gainsight application to identify and track customer success goals leading to client satisfaction with 90% renewal rate.

Functioned as primary operation point of contact assigned to National account and provided direct oversight of Ricoh employees through steady state account management. Responsible for business retention by assisting with the establishment of SLA adherence and ensuring overall customer satisfaction across client’s national and global enterprise.• Supported client with $1M in Monthly Recurring Revenue in addition to $8M to $12M in annual hardware and service sales.• Drove SLA compliance to ensure all commitments and customer expectations were met or exceeded leading to multiyear renewal.• Ensured printer fleet management, off site scanning/imaging, production print, printer break/fix services were delivered consistent across enterprise. • Documented operational procedures, manuals, training, billing, reporting and contract conformance for all sites and services provided to client.

- Support Sales Operations for assigned Global-National Accounts - Serve as a team member in support of issue resolution, hardware/software solutions, implementations, reporting and projects/programs - Ensure the timely and accurate processing of equipment orders - Participate in the core team and assist with operational management of assigned portfolio - Support compliance to customer & customer requirement (billing, order management, deployment, credit & lease management)

- Responsible for account management and customer satisfaction for national accounts with over a million dollars a year each in sales- Central point of contact for communication regarding customer activity- Receives order paperwork from customer/sales, validates documents and enters orders in to Standard Forms Package- Assists in tracking order through system- Assists National Operations Manager and internal teams with financial and misc. reporting- Facilitates any non-standard or customer specific process- Improve Ricoh process to drive efficiency and effectiveness by coordinating amongst various Ricoh departments and customers-Problem resolution including invoice corrections, order tracking, service escalations, and collections- Involved in pre- and post- sales of Ricoh National Account Program

- Execute purchase order process - Purchase office equipment and negotiate maintenance contracts and pricing with dealers across the nation and internationally- Work with sales representatives in processing orders- Coordinate with suppliers regarding schedule adherence, shipping and arrival dates - Set up new equipment and records in database. Maintain applicable records- Outlined business process for SOX- Worked with Indiana, Wisconsin, Michigan, and Minnesota marketplace orders - Process leases for office equipment - Bill orders for equipment and set maintenance contracts. Process vendor invoices- Six Sigma Yellow Belt- Assist the collections, accounts receivable, accounts payable, and finance departments with reports and projects

- Handled inbound calls and messages from customers- Mediated business relations between technicians, sales, trainers, and customers