James Graser Email & Phone Number

Atlanta, Ga, Us

Houston, Texas, Us

 Lead the strategy and train-the-trainer model for sales & product training for Empyrean to include revamping roles and responsibilities for all sales roles including channel partners.  Completely revamped the sales tech stack and systems training to make it less direct facilitation (lecture). All training sessions (virtual, eLearning or face-to-face) now include an assessment.  Created and facilitated a COE new hire on-boarding program, 2SOP Two-week Sales Onboarding Plan and an overarching Empyrean Benefit Solutions, which is now a slated two-week face-to-face program, where we bring the new hires into Houston. More impressive is that all employees are now required to attend, no matter their role or their title.

Tampa, Florida, Us

- Brought aboard to build & scale a true professional sales organization to take Spirion from a $12M company to $100M+.We built SDR, AE, CSM, CAM (Channel Partner Liaisons), CSMs, and SE/TE teams internally & trained/coached them to success, while building a robust Channel Partner Network.- Our efforts have impressed the Board of Directors as results came faster than they planned or thought possible = Huge Win! As an Enablement Leader, I tracked "behavior metrics" as they are less-lagging, this helps to ensure that training is impactful and worthwhile these metrics have vastly improved, and more importantly they are now sustained changes.- I partnered with the Chief Revenue Officer (CRO), CMO and VP of Channel Sales as we morphed the entire sales channel and existing sales processes including overarching sales process & methodology, GTM, sales training, channel/distribution, product training, systems training (e.g., SFDC, SalesLoft, Gong etc. Spirion now leads with their Distribution Partners using their targeted expertise and existing relationships. We also revamped the entire ‘Tech Stack’ for Sales, which is helping them to continually exceed expectations.- Responsibilities included Professionally Coaching the Spirion executive team (ELT), then trained them on “How to Correctly Coach,” using the Culture of Coaching and the GROW method. My coaching audience included SDRs, AEs, SEs, CSMs, CAMs (Channel Liaisons), Leadership, Operations, and other support personnel.

Atlanta, Georgia, Us

- Collaborated with variety of SMEs to analyze, design, develop, deliver, assess, and manage complex training and development projects related to Xplor’ Field Services; sales practices & sales enablement, product education, on-boarding, technology platforms and related systems. - Built strong relationships with business leaders across the globe to create strategic learning and development roadmap. Drove evolution of high-impact learning within each department, leveraging performance support tools, facilitated career pathing, development and growth while leveraging the virtual and digital experience.- Ensured all learning, training and development activities, materials and assessments were created using measurable learning objectives (MLOs) this ensures all learning and employee development initiatives have leadership support, clear attainable outcomes with success metrics aligned to business objectives and goals. - Designed, developed and launched new enterprise-wide learning initiatives, global programs, and systemic solutions for global work teams that include all levels of the organization.

Atlanta, Ga, Us

- Created, prepared and curated Global Security Training and Education materials to include eLearning online training modules, videos, workbooks. quiz assessments, quick reference guides, info-graphics, posters, Facilitated onsite in-classroom and virtual trainings workshops 3-5 times per month on avg.- Worked cross-functionally through internal teams across Marketing, Security, Product, Operations and Learning & Development to determine training needs and certification programs for Global Security Governance.- Defined a long-term strategy to educate Equifax employees and large world-wide contingent labor workforce. Developed calendar of educational content and curriculum, inclusive of new and curated courses and events.- Reported to ELT pertinent training metrics (e.g. enrollments, completions etc.), in addition our Team created an online dashboard with accompanying monthly scorecard that connects them to revenue-driving outcomes such as feature adoption and MRR.

Atlanta, Ga, Us

- Lead the facilitation of all Sales Training and Onboarding for Cox Automotive: CEB/Gartner Authorized Facilitator and Certified Master Facilitator of The Challenger Sale Model worked closely with Cox Automotive’s eleven main business unit’s ELT and line-level leadership to ensure their sales organizations consistently performed at the highest levels. Demonstrated Success =51% average lift in increase in quota attainment vs Control Group- Onboarded new sales. ops and marketing professionals, facilitated Cox sales methodology (Combination of SPIN, Consultative and Challenger), coordinated product and product/service demonstration (demo) enhancement trainings and revamped all internal sales and sales operation processes (SFDC, Seismic, Intranet, LearnCore etc.)- Conducted analysis of performance gaps and job-task-needs analysis, synthesizing the data gathered to create models and recommendations for Training to fill identified gaps, including sales skills, leader coaching evaluations and performance improvement recommendations and resolution. - Developed and delivered concise, creative and effective Sales Enablement Tools, and Instructional Tools & Course deliverables. Including Facilitator and Participant Guides, Manuals, Quick Reference Guides (QRGs), Reference Guides (User Guides), eLearning modules, Video Microlearning Modules and other job aides- Lead strategy creation, planning, logistics, and facilitation of Cox Automotive’s Annual Sales Summit (CASS) and participation/sponsorship in annual National Automobile Dealers Association (NADA).

Roswell, Ga, Us

- Supported the deployment of the Kimberly-Clark Professional [KCP] strategic business units by planning, developing and delivering targeted Training(s) and provided 1:1 and Group Sales Capability Support F2F and virtually across North America. - Conducted inspiring facilitation of key training and curricula that was designed at both the local/enterprise level using Professional Selling Skills (PSS) and 'The Challenger Sale' techniques. - Utilized sound Instructional Design methodologies) to support development of global frameworks, tools, and processes to influence organizational change by providing holistic, best-in class-training and capability development solutions that continually accelerate KCPs competitive advantage. - Provided subject matter expertise in Training and Capability with key stakeholders and SMEs to create pragmatic solutions to address short and long-term skill gaps. Employed a consultative / collaborative approach to identifying and solving learning gaps. - Lead and implemented change effectively by utilizing consulting skills, provided change planning capability and relevant frameworks tools and techniques. - Supported business and sales teams to solve business problems through diagnostic thinking, effective questioning and creative thinking. Managed expectations and built strong collaborative win-win relationships to deliver key goals. - Managed complex, global and competing priorities. Ensured the completion and implementation of projects/programs on-time within budget and always exceeding expectations. Applied measurement and assessment methodologies to measure and evaluate 'learning interventions' to ensure performance and results at the Behavior (Level 3) and Results (Level 4) of Kirkpatrick's Assessment Model.

Atlanta, Georgia, Us

- Worked with internal business stakeholders, change management, Org Dev., PMO and Cox Automotive / Manheim Product / Program Managers to fully uncover and understand Manheim’s m.power & Gavel-to-Gate program goals & objectives, Identified learning gaps and developed specialized curricula for sales, product, operations, customer support and US Manheim Auction Sites.- Created curriculum to include onsite group facilitation, eLearning modules, multimedia video modules, and “gamification” of all created modules. Curriculum includes learning modules able to be viewed on-device (any), Brainshark, KnowledgeVision, Captivate, Articulate Storyline and others. - Robust new systems curriculum created and implemented to migrate users away from Excel and manual processes to Oracle and the links between the current (outdates) AS400 system to ensure “smart/rich” data versus the dumb data that is being collected multiple times / multiple touches today. - Leading program that includes oversight and leadership of 11 other Instructional Designers all allocated to different parts/pieces of the Manheim m.power Gavel-to-Gate Program. Currently, on-task, deliverable-on-time, on budget and SME/Stakeholders reviewing final content for 11/1/15 Beta Pilot period, then full US implementation in January 2016.

Mountain View, Ca, Us

- Built relationships with internal stakeholders and product/program managers in order to fully understand their goals & objectives, with this knowledge along with the gaps in the learning you have identified - develop specialized curricula for sales, product, operations and service. - My team's gregarious and social nature allowed them to fully engage a classroom of newly licensed health insurance agents to introduce them to all the changes the Affordable Care Act (ACA) AKA: Obamacare introduced in 2014.- My team's experience, ideas, passion and leadership on finding ways to marry the tantamount importance of the customer experience with sales techniques exceeding our goal to get beyond actual product training to ensure our Agents are focusing on doing the “right things right!” As we educate our customers; our goal is (when appropriate) to turn a customer’s inquiry about new healthcare plans into a sale that is win-win for the customer and Get Insured!- Creator of the new hire on-boarding program, ‘Get Insured New Agent Welcome Experience.' Embraced new and exciting instructional methods & technologies aimed at bringing the content to life for the learner(s), no matter the learning style.

Dallas, Tx, Us

- Created and defined training and development strategy for new business unit within AT&T that included; Dealer/Agent, company-owned-retail, customer support and several supporting outsourced vendors. - Sourced the appropriate tools and systems to realize and implement a multi-pronged, multi-channel and multiple learning methods with our strategic approach. - Directed the development and delivery of training materials for internal employees, dealer sales and customer support. (Forecasted training volume and managed 3rd party resources as necessary) - Responsible for proposing & recommending policies, procedures, reports, systems, POP, plan-o-grams etc. among all locations and departments. Provided direction for defining process flows, business rules, and user requirements. Worked directly with outside vendors to identify/schedule programs and support materials.

New York, Ny, Us

- Onsite at Liveperson's Regional office in Atlanta,, but traveled domestically and internationally to the client's location to conduct onsite training classes for the Liveperson product suite, sales and customer service skills and other soft skills, as necessary.- Created, developed and conducted on-site and remote client training workshops focused on Livepersons' hosted Business Intelligence Customer Engagement web-based solution (Chat, Email, Voice, Marketer, Insights and Knowledgebase). Instrumental in dramatically improving client revenue and other needed “business conversions.” - Liveperson deployments where I trained the administration and agent staff, predictably increased client revenue by at least 15% and other conversions by 22% versus pre-deployment numbers.- Owned every aspect of internal and client training & delivery, as well as support of the customer’s long term success using the Liveperson customer-engagement platform.- Created and facilitated; Liveperson Global Welcome Experience that all Liveperson New Hires must now attend, advanced consultative selling & contract negotiation techniques for project management staff, and coaching improvement seminars for Liveperson executive leadership.

Basking Ridge, Nj, Us

- Created and managed communications strategy including; events, contests, rewards, recognition and incentives for Customer Service Call Centers, CMO, Financial Services and all South Area Outsource Vendor partners (VZWCSO). Successfully implemented process changes, directed trainings and recognitions to dramatically and consistently change customer service metrics across the organization including; reducing Churn, CIR, AHT, OCC’s, and 2-hr transfer rate. -Developed and lead South Area Recognition Strategy to quickly and dramatically adjust employee behavior to sustain improved employee performance and drive leadership’s priorities to increase operational efficiencies.- Conducted ROI analysis and post-mortems after every initiative, event, contest, incentive, and recognition to ensure the planned value to the business was attained and surpassed. (stretch-goals were continually achieved)-Partnered with individual call center operations personnel and leadership to ensure adherence to established EBE budget, compliance to Quality Assurance metrics and reduction of overall prepaid Churn.

Basking Ridge, Nj, Us

- Lead Consumer Relationship Management (CRM) strategy and implementation for South Area Customer Service and Retail Sales Channels. - Created and managed all Customer Service incentives and contests used to increase revenue and loyalty. Our contests exceeded projected objectives and surpassed many of the stretch-goals that were conveyed. - Launched new Customer Service Proactive Servicing Initiative (Website & Tools) to better position Verizon Wireless products & services to our existing customer base to ensure increased additional revenue. Partnered with Customer Service Leadership to uncover ways to streamline and improve various Relationship Manager Campaigns and communication paths between the different departments.

Basking Ridge, Nj, Us

- Developed and implemented training curriculum for South Area Enterprise; Customer Service, Consumer Sales, Small/Medium Business Sales, and Indirect/Agent channels. Lead South Area from 03’-05’ with “Most Projects Managed and Successfully Completed/ Implemented.” Created, implemented and facilitated train-the-trainer (T3) certification programs for the South Area- Awarded ‘Verizon Wireless Certificate of Appreciation’ for outstanding performance to the South Area Training & Development Department for 2nd Quarter 2003, 1st Quarter 2004, and 2nd Quarter 2005.

Bachelor Of Science, Business Law, Communications, Public Law & Government

Mba, Masters Degree In Business Administration

Master Of Education (M. Ed.), Education / Specialization In Adult Learning Theories

High School Diploma, College Prep