Scott Walsh Email & Phone Number

Greensboro, Ga, Us

New York, Ny, Us

Austin, Texas, Us

Customer Experience Cloud Solutions

Yokneam, Il

Hoboken, New Jersey, Us

Menlo Park, Ca, Us

- Lead the Strategic Sales Organization for Genesys Workforce Optimization and Performance Management product lines.- Drive marketing positioning through campaigns, events and direct customer activities.- Lead field sales activiites worldwide including training, materials, and customer acquisition efforts.- Interface with Product Management to shape product direction both strategically and tactically.- Coordinate with Professional Services to ensure clean transition from pre to post-sales and successful customer implementations.

Us

A start-up customer care application software provider of real-time business performance management of the customer experience and overall contact center operation. Acquired by Alcatel-Lucent / Genesys in 2007.• Intimately worked every closed deal to go from $1M to $10M annual sales in two years with first customers including AT&T, FedEx, Fidelity and Dell.• Developed sales and marketing positioning and product presentation materials including a robust live product demonstration environment.• Collaborated on, and often led, new product initiatives with Product Management to bring compelling new features and functionality to the product.• Developed comprehensive business case and return on investment models to demonstrate value to customers.

Us

• New market expansion to southeast region with Chicago headquartered boutique consulting firm specializing in Customer Sales and Service.• Established target account and industry specific campaigns to develop brand awareness and sales pipeline.• Delivered sales presentations, managed prospect communication, and developed and delivered proposals.• Developed partner relationships for shared business development opportunities.• Account and engagement management for consulting projects – including turning an $80k project into $2.5M revenue over a year and a half.• Most projects involved components of Strategy, Process, and TechnologyStrategy: Defining who customers are and what motivation and expectation they have when contacting the company. Understanding best sales and service channels to utilize. How to best service customers to build long-term loyalty. Determine what level of service is appropriate to provide to different customer segments and how to best attract and retain most valued customers.Process: Capacity planning and workforce management. Business process re-engineering. Productivity studies and workflow development. Organizational design, career planning, compensation and incentive programs. Quality assurance and monitoring. Hiring tools and training design. Determining appropriate performance measures, devise targets, and implement procedures to gather and analyze the data.Technology: Focus on contact center hardware, software, and networking. Experience with Telephony switches (PBX/ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI) applications, voice network services, data network services, speech recognition, CRM applications, Email Response Management Systems, and Web service applications. Technology selection experience including requirements definition, RFP creation, vendor selection and management, and installation and implementation supervision.

A private telecommunications software provider offering an innovative solution to Fortune 500 enterprise contact center market. Leveraged web technologies to provide outsourced services delivering higher customer personalization, service and equipment cost savings, rapid application delivery, and a unified web/telecommunications environment. Acquired by Genesys Telecommunication Labs in 2002.• Recruited partner companies to re-sell services to end corporate customers. Communicated value proposition to potential partners, developed agreements tailored to unique needs, negotiated contracts, and provided on-going support. • Partner liaison responsible for training, technical assistance, target account management, and coordination of all partner support functions.

• Customer Care and CRM Business Consulting with emphasis on customer contact centers.• Project management responsibilities including engagement scoping and planning, client management, staffing and training, budgeting, billing and collection, deliverable presentation and add-on sales.• Practice management and development responsibilities including hiring, training, mentoring, proposal creation, marketing development, client cultivation and sales.Project experience highlights... - On-line Travel Portal Telephone Self-Service Strategy, Design, and Implementation - Financial Services Institution Sales and Service Channel Strategy - Manufacturing Field Sales and Service Siebel CRM Strategic Evaluation - International Consumer Product Customer Service Center Vision, Design, and Implementation - Travel Business Customer Service Center Telephony/IT Planning

• Allocated $30 million annual budget for customer premise equipment, including business case analysis for profitability and assisting with funding and asset procurement.• Developed program to integrate MCI Capital Corp. (captive finance company) with sales organization objectives, resulting in internal capital savings of $25 million a year.• Generated annual plan and quarterly forecasts of $1 billion revenue business unit. Studied key drivers such as acquisition channels, retention programs, and rate levels.

Mba, Marketing

Bba, Finance