Frank Lavin Email & Phone Number

Greater Boston Area

Creating happy, referenceable customers for RingCentral's highest-profile clients. Subject matter expert, and brand ambassador.

Greater Boston Area

Maintained strong collaborations with key enterprise customers to ensure retention and continuous expansion. Entrusted with a critical segment of Mitel’s UCaaS Cloud business with a monthly recurring revenue of 𝐔𝐒𝐃 482,000. 𝑲𝒆𝒚 𝑨𝒄𝒉𝒊𝒆𝒗𝒆𝒎𝒆𝒏𝒕𝒔:✅ Consistently hit targets and exceeded expectations in key performance metrics, earning 𝐍𝐢𝐧𝐞 (9) 𝐁𝐫𝐚𝐯𝐨 𝐀𝐰𝐚𝐫𝐝𝐬, 𝐓𝐰𝐨 (2) 𝐏𝐫𝐞𝐬𝐢𝐝𝐞𝐧𝐭’𝐬 𝐂𝐥𝐮𝐛 𝐀𝐰𝐚𝐫𝐝𝐬, 𝐚 𝐌𝐢𝐬𝐬𝐢𝐨𝐧 𝐏𝐨𝐬𝐬𝐢𝐛𝐥𝐞 𝐀𝐰𝐚𝐫𝐝 𝐚𝐧𝐝 𝐚𝐧 𝐒𝐕𝐏 𝐀𝐰𝐚𝐫𝐝: ▪ NPS Scores - 𝐫𝐚𝐧𝐤𝐞𝐝 #1 𝐚𝐦𝐨𝐧𝐠𝐬𝐭 𝐚𝐥𝐥 𝐭𝐡𝐞 70 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 𝐌𝐚𝐧𝐚𝐠𝐞𝐫𝐬 in the company with an average 𝐍𝐏𝐒 𝐬𝐜𝐨𝐫𝐞 𝐨𝐟 10. ▪ Retention Rate – 100.1% 𝐚𝐯𝐞𝐫𝐚𝐠𝐞 𝐫𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧 𝐫𝐚𝐭𝐞 in 2021. ▪ Portfolio Growth – grew National Financial Partners from 600 seats in 2012 to 7,000 seats in 2021, securing a 4-year term renewal worth 𝐔𝐒𝐃 5 𝐦𝐢𝐥𝐥𝐢𝐨𝐧; grew MediaNews Group from 800 seats in 2012 to 3,700 seats in 2020, securing a 3-year term renewal worth 𝐔𝐒𝐃 2.1 𝐦𝐢𝐥𝐥𝐢𝐨𝐧.✅ Successfully migrated customers from a legacy platform to a new platform, securing 𝐔𝐒𝐃 3 𝐦𝐢𝐥𝐥𝐢𝐨𝐧 in annual recurring revenue.✅ Spearheaded the use of Salesforce and led the 𝐜𝐫𝐞𝐚𝐭𝐢𝐨𝐧 𝐨𝐟 𝐭𝐞𝐚𝐦 𝐝𝐚𝐬𝐡𝐛𝐨𝐚𝐫𝐝𝐬 to create visibility into customer’s overall health and support issues. This resulted to a more standardized way of reporting customer metrics, regular business reviews, and a faster resolution of issues. ✅ Worked with the development team to identify 𝐞𝐧𝐝-𝐮𝐬𝐞𝐫 𝐚𝐝𝐨𝐩𝐭𝐢𝐨𝐧 of software client. Created and distributed reports to the other CSMs, along with customer talking points to drive user adoption.✅ Mentored new hires for onboarding; 𝐬𝐮𝐛𝐣𝐞𝐜𝐭 𝐦𝐚𝐭𝐭𝐞𝐫 𝐞𝐱𝐩𝐞𝐫𝐭 in the use of Salesforce, Gainsight, and Reporting.

Reported directly to the President and CEO as a trusted advisor for all internal technology operations and special projects. Led a team of four (4) employees. 𝑲𝒆𝒚 𝑪𝒐𝒏𝒕𝒓𝒊𝒃𝒖𝒕𝒊𝒐𝒏𝒔:✅ 𝐎𝐯𝐞𝐫𝐡𝐚𝐮𝐥𝐞𝐝 𝐭𝐡𝐞 𝐜𝐨𝐦𝐩𝐚𝐧𝐲’𝐬 𝐈𝐧𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 𝐒𝐲𝐬𝐭𝐞𝐦𝐬 𝐃𝐞𝐩𝐚𝐫𝐭𝐦𝐞𝐧𝐭: ▪ 𝐅𝐨𝐫𝐦𝐚𝐥𝐢𝐳𝐞𝐝 𝐣𝐨𝐛 𝐝𝐞𝐬𝐜𝐫𝐢𝐩𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐫𝐨𝐥𝐞𝐬 for all members of the department. ▪ Authored the department’s first-ever documented 𝐒𝐞𝐜𝐮𝐫𝐢𝐭𝐲 𝐏𝐨𝐥𝐢𝐜𝐢𝐞𝐬 & 𝐏𝐫𝐨𝐜𝐞𝐝𝐮𝐫𝐞𝐬. ▪ Developed, secured approval, and managed the department’s 2011 and 2012 Capital 𝐄𝐱𝐩𝐞𝐧𝐬𝐞 𝐚𝐧𝐝 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐁𝐮𝐝𝐠𝐞𝐭𝐬. ▪ Created the Employee Liability Release Waiver for Active Sync Devices. ▪ Spearheaded a thorough and comprehensive review of technology processes and systems to identify process improvement needs and technology risks. Efforts led to significant improvements in operations and had considerable impact on the bottom line.✅ Planned, designed, and implemented a new hosted M5 telephone system across two (2) locations, 150 end points including Cisco IP Telephone sets, Cisco Soft clients, voicemail to email transcription. The same system was connected to Salesforce and enabled the sales team to automatically log call activities and click to dial from Salesforce.✅ Implemented 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 for all projects using LiquidPlanner.

✅ Telecommunications lead for 21 sites in the US and Europe, covering 1,800 users.✅ Consolidated 30 physical servers into 10 virtual servers, saving thousands of dollars a year in hardware costs.✅ Moved data to Cloud and created a business continuity plan to maintain operations in the event of a disaster.