Gilbert Harrison Ii Email & Phone Number

Chicago, Il, Us

• Launched the Customer Success department supporting the strategic growth of proprietary Business to Business to Consumer (B2B2C) transportation and parking revenue management platform across a 24,000+ person international organization• Built and developed a management team overseeing 700+ Software as a Service (SaaS)/Hardware as a Service (HaaS) deployments, generating $100M+ in on-platform annual revenue• Defined, tracked, and visualized department KPIs (time to launch, product success, revenue compliance) aligned with organizational OKRs (satisfaction scores, site performance)• Designed and implemented customer success playbooks, training guides, user and customer flows, iterating on processes• Oversaw the creation and maintenance of Business to Business (B2B) and Business to Consumer (B2C) product and sales marketing collateral• Maintained deep technical product knowledge and collaborated with Engineering to drive product development, customer focused enhancements, and successful New Product Introductions (NPI)• Collaborated with cross-functional teams including Operations, Marketing, Finance, Sales, Support, and other business units to define clear handoffs and accomplish company goals• Partnered with executive and senior leadership to resolve client issues and improve satisfactions scores for Complex Enterprise Customers• Member of IT Security and Marketing Steering Committees

Zürich, Ch

• Manage regional operations, staffing, process improvement, and client communications for business service centers and reception at 28 Amazon facilities in 11 cities across the U.S. (Central Territory)• Lead national teams with 150+ operational staff including Client Service Managers and Supervisors• Oversee strategic growth programs with Operations, Solution Design, IT, Finance, HR, and Legal• Facilitate training, coaching, and leadership development to engage and retain employees• Manage multi-million-dollar labor, inventory, and supply budgets • Consistently meet client KPIs such as response rates, billing accuracy, and client satisfaction• Lead new site launches in collaboration with cross-functional project teams (Global Real Estate, Facilities, Operations, IT, Design & Consulting, Safety & Compliance, other vendor partners)

Santa Monica, Ca, Us

• Oversee entire life cycle of nationwide technology installations including project planning, client partnerships, vendor relations, and product launch training for 430+ sites • Manage resources within multi-million-dollar project budgets • Lead remote, cross-functional teams of 50+ with Senior Leaders in Operations, Project Coordinators, and Product Managers to complete transitions to new platforms and ensure on-time delivery• Collaborate with CEO and other C-Suite Executives to give on-site and virtual product demonstrations/presentations with a 100% successful sales conversion rate• Create and facilitate companywide training across 11 states with 100+ staff on technology platform, operations, customer management, and reporting systems

Santa Monica, Ca, Us

• Oversaw strategic planning, business development, client relations, and management of portfolio containing 100+ high value accounts • Developed budgets, pricing strategy, KPIs, and operational plans for sites to grow revenue by $2M+• Hired, trained, managed, and coached 5 Operations Managers• Facilitated proposal process, project development, contract negotiations, and client presentations• Turned around “at-risk” sites through increased sales, client satisfaction, and customer retention • Created marketing strategy for multiple sites to increase monthly visitors and generate additional revenue of up to $900K+ annually • Evaluated P&L and performance to advise clients on revenue analysis, expense control, and staffing

Santa Monica, Ca, Us

• Managed marketing strategy and operations for 5 key accounts generating revenue up to $5M+• Facilitated leadership development and training on IT platforms/hardware, client/customer communications, vendor relations, KPI development, and sales growth strategy • Led a team of 4 Account Executives and 15 facility/event operations staff

Nashville, Tennessee, Us

• Serve as an initial contact consultant for client intakes and annual updates• Organized and completed eligibility applications per operational guidelines• Established client protocols and procedures to ensure eligibility requirements for enrollment in programs

Plano, Texas, Us

• Processed sales transactions to meet financial control goals• Promoted sales and brand guidelines• Advanced positive patron relations by leveraging strong poise and professionalism in every client interaction• Contributed to increased sales and cost savings by rapidly identifying and resolving customer concerns to achieve high rates of satisfaction

Master Of Science - Ms, Business Administration And Management, General

Bachelor'S Degree, Business Administration And Management, General

Associate'S Degree, Liberal Arts And Sciences/Liberal Studies