Jesse Roche Email & Phone Number

Seattle, Wa, Us

O'Fallon, Il, Us

O'Fallon, Il, Us

Overland Park, Ks, Us

ISG Technology is a full spectrum Data Center and IT Infrastructure partner uniquely positioned to provide complete solutions from client premises all the way to "The Cloud", at a pace that makes sense to our clients. As a Cloud Sales Specialist I help companies that need help with the following: Managed IT, Cloud, Co-Location, Data Center, HelpDesk, Disaster Recovery, Managed Network and Security, and IT Consulting Services.

Responsible for leading the teams dedicated to new client acquisition, retention and business development while establishing relationships with outside partners to drive lead generation.Member of the executive leadership team establishing the vision and direction of the company. Direct the sales team to Architect environments from 1-30+ server farms for clients intranets, extranets and public facing sites in SharePoint, Exchange, Sitecore and Windows server farms.Created a new commission structure for all teams designed to drive a consistency, incent desired performance & increase annuity revenue.Responsible for compliance and accuracy for Microsoft licensing to achieve successful software audits.Work with pharmaceutical and healthcare clients to achieve environments compliant with the FDIC and HIPAA.Represent company at industry events and conventions to increase lead generation and brand recognition.Negotiated contracts and pricing with software partners and consultants to expand offerings to current customers and prospects.

Led a team of Sales Architects and Relationship Managers to achieve monthly sales goals while establishing partnerships with consultants in the SharePoint industry to drive lead generation, client retention and new client acquisition.Created webinars to help increase leads and content for website.Responsible for pricing approval & contract negotiation throughout the sales cycle.Personally responsible for the acquisition of 7 of the top 10 revenue clients in company history.Increase opportunity pipeline 10x in within 90 days by defining new processes for converting leads.Developed SalesForce metrics & dashboards for Leadership resulting in more accurate forecasting.Trained new sales members and increased technical knowledge transfer by implementing a knowledge base within SharePoint and holding training sessions with sales and customer care teams, decreasing the need for outside technical sales assistance.Worked with marketing and web development teams to increase leads from website with increased use of SalesForce (CRM) and LivePerson (online chat programs).Represent company at industry events to increase lead generation and brand recognition.

Created retention department and was primary contact responsible for building and maintaining relationships with top clientele, driving business opportunities and tracking metrics to identify trends. Served as client advocate for MVPs, ensuring priority issues were managed and escalated.Created reporting standards for analytics allowing the prioritization of the clients based on length of contract, value and influence using SalesForce (CRM).Focused on priority client short term contracts to increase revenue potential, resulting in a 10% reduction of short term contracts within 90 days. Served as the client representative for all projects relating to an increase in client revenue. Responsible for Risk Retention of priority clients to resolve contract and account receivable issues.Worked with marketing team to develop materials for current customer base to drive renewals.Developed referrals and case studies in an effort to support new sales and enhance RFPs.

Recruited to improve and stabilize service levels, enforce support team guidelines, resolve inefficiencies with established processes and increase company communicationManaged 24x7x365 Support center supporting 1800+ clients and over 1.5 mm end usersDecreased abandon rate by 85% within 60 days by designing and implementing processes for handling incoming callsIncreased customer satisfaction rates by 42% within 90 days after training current staff on customer service guidelinesCreated training program for new employees resulting in a decreased on-boarding time

Chicago, Il, Us

Responsible for the planning, organization, and control of the staff and projects representing the client and internal staff software experience on the technology platform.Managed Tier 1 & 2 Technical Support staff to support 1800+ clients representing $25mm+ of contracted revenue and over 350,000 end usersMaintained efforts to recruit, hire and train staff to support clients requests and needs of the internal sales organizationRepresented the organization as the Sales Engineer in prospective client system demonstrations, RFP/RFI and group discussionsPerformed responsibilities as a member of the Tier 3 support team to research, document and resolve or communicate resolution of client issues directly to clients and internal staffManaged all desktop support needs including hardware, software and equipment upgradesRepresented business in technology conversion project by defining and documenting business requirements, managed the user acceptance testing & data reconciliation efforts resulting in ultimately owning the overall business, Project Manager for the success of the platform conversionWorked with IT staff as business liaison to develop technical requirements for enhancements and bug fixes for the platformHeld quarterly objective sessions and yearly performance appraisals with direct reportsInstalled a tracking system to provide the business with metrics on call volume and issues, which led to creating a process for prioritizing enhancement requests and bug fixes

Chicago, Il, Us

Responsible for the maintenance, support, configuration and development of the Learning Management System platform sold as a SaaS offering in the financial industryCommunicated with client base to gather enhancement requests from customer base and storyboard functionality for developmentResponsible for the review, recommendation and acceptance of the code delivered for unit and user acceptance testing Documented business requirements and perform configuration changes requested for platform enhancements Handled database manipulations on MSSQL server databases

Chicago, Il, Us

Managed Learning Management System with over 350,000 users by making online training decisions, creating a user-friendly system, and ensuring development processes are implemented, tested and rolled out to clients in a timely fashion.Oversee all technical support and application development for internal and external clients. Maintain high service levels while documenting support activity.Key decision maker in issues related to new software, conversion of customer data, and functions needed at each phase of an enhancement project.Lead a team of application developers, technical support representatives, IT experts and contractors. Provide them with the knowledge, skills, training, tools, and leadership to inspire peak performance. Conducted interviews and hire staff and contractors as necessary. Conduct quarterly action plan reviews and yearly performance appraisals.Provided Tier 3 technical support to internal and external customer base.Trained internal sales staff and support personnel on new product lines.

Chicago, Il, Us

Managed and resolved technical support issues for all external customers while maintaining high service standards. (500+ issues per month handled via phone & email). First line of support for all incoming issues.Managed relationships with outside vendors relating to technical support issues. Scheduled conference calls, conducted Webex communication events and simulation exercises to get issues resolved among all applicable parties.Assisted with the MIS budget to ensure that internal hardware and software needs were met, while staying within budgetary limits.Actively participated in presales conference calls with sales reps. and the customer’s information technology personnel, to secure new contracts and ensure the customer can utilize our products.Maintained after hours phone and provided technical support for extended client contract commitmentsAwarded the Presidential Service Award presented to the top Support Staff member

Us

Responsible for the customer experience, product expertise and support of Sales staff to meet/exceed the daily floor sales volume projectionsCreate and adjust weekly staffing schedules to maintain support coverageTrack, report and recognize individual sales achievements on a daily, weekly and monthly basisTrain staff on new product releases and competitor intelligenceResponsible for managing $8 million in inventoryAchieved Presidents Club yearly for meeting sales goals

Computer Networking

Associate’S Degree, General Studies