Jennifer Gann Email & Phone Number

Dynamic and results-oriented Client Success Manager with proven ability to manage high-profile enterprise clients, streamline operations, and drive exceptional customer outcomes. Adept at leading technical teams, solving complex client issues, and implementing strategies to reduce support case volume by 38%. Recognized for making immediate positive impacts and fostering strong customer relationships, leading to expanded services and increased client satisfaction. Expertise in transforming client engagement, technical support, and project management with innovative solutions that align with both company and client goals. CORE COMPETENCIESEnterprise Client Success ManagementCrisis Management and Escalation ResolutionCross-functional Team LeadershipProject and Process OptimizationClient Analytics and Data-Driven InsightsSalesforce, Jira, ConfluenceRemote Team Management (100% virtual)UCaaS, Webex, Microsoft Teams, CiscoAI Collaboration Conversational Intelligence and AWS Polly, Regularly utilize AI tools Technology Adoption and ImplementationCustom Process Development for Case ReductionKPI Management and Client Satisfaction (CSAT)RECENT CERTIFICATIONSCisco Black Belt Fire Jumper Sales - Umbrella Stage 2, Issued: 09/18/2024Cisco Black Belt Fire Jumper Zero Trust Specialization - PreSales Stage 1, Issued: 09/18/2024Cisco Black Belt Fire Jumper Sales - Duo Stage 2, Issued: 2024Cisco Introduction to Cybersecurity, Issued: 08/30/2024Cisco Networking Basics, Issued: 09/14/2024Zerto Certified Professional (ZCP): Sales, Issued: 09/20/2024Zerto Certified Associate, Issued: 09/20/2024Zero Trust Fundamentals for IT Professionals, Udemy, Issued: 08/27/2024The Foundations of SIP, Udemy, Issued: 05/04/2024

Spearheads the retention and revenue growth account management for a $6.1M+ ARR enterprise level portfolio that holds Fortune 1000 and medium sized clients.☑ Proactively manages over 15+ complex relationships representing the largest portfolio of the company’s business. Serves as a technical solution architect, customer advocate and team leader. ☑ Retained 100% of the portfolio despite Covid-19 and fierce competition. ☑ Collaborated with the Architecture team to develop customized IT/Telecom solutions.☑ Engineers root-cause analysis, and reviews client’s business analytics to provide customers with value added resources.

Huntsville, Alabama Area

☑ Establish and maintain relations with customers. Provide best client service and resolve all problems. ☑ Develop and implement business plans to stimulate product revenue, deployment and support strategies to effectively lead team of virtual internal resources.☑ Worked closely with the executive team and compliance, on everything retention strategies, regional expansion and developing support tools for sales associates.☑ Conceptualized a systematic customer follow-up process utilizing cutting edge CRM software.

Alabama

Handpicked to open the Huntsville Office with remote support for both Sales and Customer Service Collaborated with the Architecture team to develop customized IT/Telecom solutions.Facilitate cross-functional team meetings and develop RFP's for clients and stakeholders. Sold DFARS NIST Compliance including all software and migration including Skype for Business and encryption softwareOpen the Huntsville Market with only remote support. Responsible for both sales and support. Met maintenance quota by selling large Nortel customers at predominantly Avaya Support Structure by acquiring excellent Subcontractors in the area

Handpicked to deliver pre and post-sales leadership for over $3M+of enterprise level I.T projects and technical integrations, cloud services, telecom implementations, and IT outsourcing. Developed national sales initiatives and implemented the requirements to satisfy customer needs and enhance overall marketing strategy. Served as a strategic liaison between 8+ vendors, suppliers, and organization. Co-authored documentation and built systems that safeguarded the certification process for devices. Worked closely with VA, Federal, State and City governments, Universities, Finical, Utilities, Contact Centers, Hospitals and healthcare. Assisted different Vendors in writing grants for E-Rate , Rural Healthcare, upgrades for Police and Fire Departments under Homeland Security and e911 Cloud upgrades grants Set aside by States and the FCCRepresented Carousel at HIMSS

North Alabama

Co-authored documentation and built systems that safeguarded the on-boarding and go-live process for the client. Oversaw multiple aspects of establishing organization structure, including locating office headquarters, hiring technicians, and, managing the P&L for the entire region.Defined criteria for evaluations, managed the allocation of spare parts, and crash kits on large maintenance sites.Served as strategic communications liaison and lead dispatch for site construction. Actively managed labor, parts and delivered on-site and over the phone sales support to expedite project completion Managed and determined the price and profit margins for proposals and RFP. Opened Huntsville Market developed workflow to improve customer service efficiency for all offices.Surpassed ambitious growth objectives by expanding the business beyond the existing operational footprint in both Sales and Operations. Most profitable branch within a year of opening UCI in HuntsvilleRegional Director Leadership Directed operation management impact initiatives. Managed the staffing of technicians, equipment inventory, company vehicles, and was accountable for P&L targets.Managed the P&L and financial planning analysis of inventory and payroll.Process Improvement/Consulting ExperienceProvided strategic direction by analyzing operations to identify opportunities for improvement and lead the implementation of new procedures that increased business performance.Created and authored multiple training processes that were adopted and implemented region-wide.Established measurement tools and objectives, new SLA metrics, updated Performance Agreements, Scorecards, and cross-training of employeeRan Service , Collected Database, Programmed and trained Customers both users and admins as required

Alabama

Recruited by the founders of telecom to supercharge sales growth in the North Alabama market . Open UCI in Huntsville MarketResponsible for all facets of NewOffice. Huntsville Branch was most profitable branch with in a year Represented UCI at DAC, ATMA and INNUA conferences. Co-authored documentation and built systems that safeguarded the on-boarding and go-live process for the client. Opened New Markets and developed call center workflow in order to improve customer service efficiency for all offices. Surpassed ambitious growth objectives by expanding the business beyond the existing operational footprint. Broke sales records and was Multi-Year President’s Club members. Developed the highest grossing UCI office in the entire company and held the record for two years consecutively. Won Million dollar RFPs year after yearConsistently met or exceeded our sales expectationsUsed Strategic Capital ROI and grants to deliver a complete voice and data system to a campus with over 8000 students. I walked building to building, floor by floor, into each and every office (9 months pregnant in August) worked with our US Postal team out of West Virginia to design a complete new wiring scheme to handle both voice and data with Fiber Remotes in a Star system connected bt Fibre

North Alabama

Served as an Account Manager where I acquired and maintained accounts with Fortune 1000 companies and government agencies. Interfaced regularly with company executives and members of the board of directors. Net New Customers. Developed RFPs, Proposals, and Presentations. Multiple President’s Club Member Developed and sold Multiple Nortel Open IVRs, focus on contact centers.Utilized Technical Experience to develop solutions and pricing consistently win large RFPs. System Design Specialist-Lead on large Customer site. Met with Departments designed Call flows, Training, and Programming on Nortel Contact CenterInstalled large Nortel Systems all over the US with focus on design, training and maintaining Contact CenterWorked with Federal, State and Local governmentsAssisted with e-rate technology plans