Steve Heaton Email & Phone Number

Consult with homeowners, realtors, property managers and general contractors. Interview to understand their desired outcomes. Execute detailed and thorough inspections to provide an accurate diagnosis of the issues to achieve the desired outcome during the initial site visit. • Presenting solutions, educating prospects on our value proposition, pricing options, and project timeline expectations during the initial appt. Aligning with prospects goals as well as offering complimentary out of scope recommendations discovered during the inspections for upsell opportunities. • Goal of closing the sale at the appointment on the same day. If not, follow-up to close the sale within 5 days of original appt. • All prospects are sent a digital proposal outlining and detailing solutions within 48hrs. • Post sale project management: production, engineering, permitting, scheduling, installations, change orders and billing. Main point of contact for the customer from contract signing to completion of installation.

Bay Area, Ca

A (SaaS) start-up established customer success / customer relationship management processes to integrate texting software into auto dealership environments. Weekly on-site customer visits to identify pinch points, interview champion users and inactive users to understand the why & why not behind the adoption. Advocated for customers, created plans to optimize usage, back-end analysis, and collaboration with engineering to improve the customer experience. • Onboard customers after sale, met with managers in diverse departments to understand their specific needs to focus on features that align with customer goals. On-site user set-up, individual and group (how to) training sessions. Created an incentive program (thank you spiff) to promote user engagement. Identified all key decision makers to establish and foster relationships. • Monitored customer health through back-end data analytics. Tracked performance, trends, best practices, pinch points and proactively resolved problems before they became a problem. • Manager meetings virtual and on-site, review performance metrics, listen to gain valuable feedback in order understand how the product is being perceived from the customers perspective (day in the life of the customer), highlight champion users, show how the product is adding value and discuss action plans to improve product adoption within all department users.

Capitola, Ca

In office with 4 agents, managed 2,000 accounts, rapidly learned all aspects of the business. Upheld customers success from first contact to close of sale: Reviewed policies and advised customers, processed, monitored claims, and provided accurate documentation.• Account Management, renewed, updated policies to provide customers with maximum value. Gained trust through 1-on-1 educational consultations, evaluated, addressed needs and risks.• Guided customers to suitable products, navigated complex regulated policy guidelines.• Expanded accounts, upsold and cross-sold products to balance customer needs with company interests.• Accurate documentation is critical, paid close attention to detail to catch and address errors within set timeframes. Reviewed agency’s accuracy rates and strategized to improve.

San Francisco Bay Area

Consult and coach up to 30 athletes/business professionals to set and meet goals. Retain long-term (Multiple years) clients, developed plans to optimize customer experience and success. Evaluate, motivate, and manage progress daily, weekly, and annually.• Position clients to perform at their best at highest levels of competition, evaluated and made frequent recommendations to maintain progress. • Monitor and guide, used data analytics software to discover and address training inefficiencies. Coach clients to focus on and overcome weaknesses. Track and evaluate progress. • Engage clients through unique “Train the mind; the body will follow” brand mantra, teaching life balance skills to build confidence and reach goals.

San Francisco Bay Area, Ca

Developed close relationships with clients, promoted #1 industry brand products through mutually beneficial consultations. Elevated retail customer’s instore presentation of premier brand to match marketing strategies and advertising. Managed promotional programs to gain customer trust and collaboration. • Exceeded revenue targets, synergizing for customer success through trust-based relationships that created openness to company’s marketing concepts and strategies. Streamlined process through incentive programs.• Increased average unit price and margin dollars in multimillion dollar territory, educating on brand value and leveraging programs. Encouraged synced merchandise displays and proved brand’s profit potential. • Increased sell-through rates consulted and advised clients on sales forecasts, insights, and marketing strategies. Ran promotional events to support raising brand awareness. • Secured brand’s prime position within retail environments, educating clients on product portfolios and customer-experience marketing model.• Gained customer buy-ins on marketing model, leveraging positive relationships to guide purchase of cross-sell categories that supported consumers’ desired experience.