Frank Lucier Email & Phone Number

Denver, CO, US

Denver, CO, US

Bellevue, WA, US

• Led and evolved iSpot’s Customer Success organization comprised of 60 CS professionals and a diverse customer base of over 350 customers generating $70M+ in ARR
• Designed and implemented iSpot's first comprehensive Customer Lifecycle Program to optimize customer value, improve retention and deliver expansion revenue in a consistent and scalable manner
• Increased year-over-year customer expansion growth by 200%+ in FY22

Bellevue, WA, US

• The market leader in Travel & Expense software solutions. Led teams for 7+ years and drove change in the organization to move from a classic Account Management group to a leading Customer Success organization.
• Managed a team of six leaders across the Enterprise business unit with 60+ individuals in 2 customer segments in Asia, US, and Europe and an operational support team in Manilla.
• Business segments spanned the volume business to the largest Top 200 Enterprise customers in the North American and European markets generating $100M in ARR.
• Led a team to build out a lower-dollar, high volume customer segment (1,300) and customer treatment model in 2019 that combined people, data, communications, and technology.
• Drove results across the Public Sector and Digital customer segments in 2019.
• Developed cross-functional partnerships with Sales, Marketing, Services and Operations to build and evolve engagements and processes which support customers’ lifecycle journeys; led to customers achieving incremental.

Bellevue, WA, US

• Managed teams of up to seven Client Executives and an average annual portfolio of 50+ of SAP Concur’s largest Enterprise multi-national customers.
• Led team that achieved an average of 127% of revenue goals over 3 years and 116% of customer contract renewal goals.
• Co-developed a customer feedback process to facilitate product feature requests which directly resulted in multiple product enhancements and approved customer communications.
• Named Enterprise US Director of the Year in 2017 and Change Agent of the Year for the Global Customer Segment for 2017.

Bellevue, WA, US

• Managed a team of 5 Client Executives and a portfolio of 120+ Strategic Clients.
• Led team through strategic operational changes throughout FY15, while focused on improving the value of Concur within existing clients, to facilitate contract compliance.o Increased cross-sell revenue across portfolio.
• Developed and implemented a consistent approach to territory management within the Strategic West territory; allowed Client Executives to streamline priorities and focus in congruence with Concur’s Client Development.
• Participated in various projects in FY15 focused on improving operational efficiency and targeted sales campaigns.

• Started with ~100 as a small private company and when exited there were 3,500 people, went public, through IPO and expanded globally. Started as an individual contributor and left as a leader working with a global.
• Managed a global customer portfolio with responsibilities for revenue growth, strategic planning, and relationship management, representing $20M in annual SREV revenue and $500M in annual customer recurring revenue.
• Drove portfolio growth of 5% in customer revenue and achieved 122% of operating plan revenue with tier 1 customers including BlueCoat, Jive, Intralinks, Bazaarvoice, and HDS in 2013.
• Developed and implemented Customer Success Management solutions for SaaS customers; resulted in an 8 point customer retention increase during the first year of execution
• Led rollout and subsequent adoption of Renew OnDemand software platform for strategic customers during the first year of general availability

• Full responsibility and management of a portfolio with $8M+ in annual SREV revenue, and $420M in annual customer recurring revenue that included customers such as Dell, Motorola and Hitachi Data Systems with full.
• Led a combined account management and sales operations team of 75 individuals with resources in Denver, Liverpool, Singapore and Kuala Lumpur.
• Achieved an average of 107% of operating plan revenue targets over three fiscal years.
• Drove customers to embrace and adopt SREV Cloud applications including a robust partner channel portal, analytics application, and Cloud-based CRM.

• Developed and delivered account retention and growth strategies for global technology companies including Motorola and Aruba Networks.
• Created and successfully drove strategies and processes to meet aggressive revenue goals, while nurturing high-value relationships.
• Led customer expansion with Motorola that resulted in 10X growth from $20M in annual customer recurring revenue under management to $200M+.

• Managed 16 sales reps to achieve quarterly sales targets by leading weekly territory reviews, building strategic sales plans, setting quotas, and actively monitoring daily sales output
• Acted as the lead interface between SREV and customers including Autodesk, Tandberg, and Extreme Networks for all day-to-day needs including forecasting, weekly reporting, and sales pipeline knowledge.
• Led two customer sales teams to high levels of performance that resulted in global expansions.

Directly managed a team of five Sales Reps with responsibility for daily call coaching, deal-by-deal forecast reviews, strategic sales plans, CRM management and the training and development of sales representatives.

Managed a sales territory comprised of up to 200 quarterly service contracts; successfully sold incremental services, extending terms of contracts and co-terminating contracts for customers. Promoted to Senior Sales Rep after six months based on the sales results and leadership demonstrated in the role.

Oakland, California, US