Grace Bush Email and Phone Number

•Retain current customers as well as expand usage at current accounts•Assist faculty with implementation of Knewton Alta and other Wiley digital solutions•Consult with instructors on implementation and curriculum design to make recommendations for best practices•Collaborate with Digital Learning Executives and Account Managers to review opportunities, existing business, and identify expansion opportunities•Partner with DLEs and AMs to create effective retention strategies to reduce digital churn and ensure a world-class experience for existing customers•Deliver virtual sales presentations via one-on-one or group decision maker meetings to effectively demonstrate product functionality•Proactively follow up with customers to ensure a positive experience using Wiley products and promote new features and functionality specific to their user experience•Conduct re-training with key customers to ensure all customers are becoming "power users"•Provide deep integration expertise on various LMS (Canvas, Blackboard, Moodle, Brightspace D2L, etc) and LTI integrations •Provide regular reporting internally by keeping account and adoption intelligence up to date in Salesforce•Provide customer-facing reporting by utilizing Power BI to assemble key metrics and student outcomes•Provide support with advocacy/success programs including faculty training and Alta Studio•Create content for the instructor advocacy/success program within the Knewton Alta Knerd Studio.

• Act as the primary client contact and communicate with clients to ensure project commitments are being met on time and with high quality. • Coordinate with Operations and other departments to ensure smooth completion of projects and requests. • Create project plans to monitor and report on project status and performance metrics • Assist Sales in targeting client needs and closing deals for existing clients. • Act as SME for list of assigned clients and provide input on client specific processes. • Design clinical trial kits and lab manuals to ensure efficient sample collections and distribution. • Work with labs and collection sites to resolve data issues and ensure data integrity.

• Managed a team of 10-13 technicians and assigned out work to ensure that clients’ needs are met in a timely manner while maintaining sample integrity.• Acted as operational contact for clients, reaching out when necessary to resolve shipment queries or answer client questions.• Provided mentorship and monthly evaluation of technicians to ensure development goals were met. Provided disciplinary action when necessary.• Trained technicians on skills and processes to meet client needs, such as handling samples, packaging samples for shipment, and investigating query resolutions.• Participated in continuous improvement initiatives to drive productivity by implementing new strategies and workflows. • Coordinated across multiple departments to ensure project completion.• Upheld regulatory requirements such as Good Documentation Practices, Good Manufacturing Practices, and FDA compliant transplant tissue handling.

• Developed customer service and problem solving skills serving and interacting with a diverse population of customers • Achieved and recognized for meeting sales goals • Ensured the store met or exceeded its revenue goals by providing excellent sales and customer service. • Acted as a keyholder during May-August 2015 and had various managerial duties.• Trained employees on store operations and expectations.

Recognized as top sales person for the month of June while working in the electronics department.

Schedule leads for sales personnel, answer phone calls and emails, answer customer questions, provide over-the-phone customer support.