Keith Peterson

Keith Peterson Email and Phone Number

Customer Success Leader | Strategic Account Management | Driving SaaS Revenue | Improving Customer Experience and Retention @ National Motor Freight Traffic Association, Inc.
alexandria, virginia, united states
Keith Peterson's Location
St Paul, Minnesota, United States, United States
Keith Peterson's Contact Details

Keith Peterson personal email

n/a
About Keith Peterson

I love to create relationships with customers and help solve their problems with modern solutions. Once the problem is defined I work across departments to bring the best solution to the customer.I have enjoyed many positions and responsibilities throughout my career in Customer Service, Customer Success, Account Management and Professional Services. My personal and professional experiences have taught me the following about myself:I can create strong relationships both internally and with customers. - I put the customer at the center of everything - I am seen as the “trusted advisor” by the customer - I create relationships at the “C” level as well as at the end user level - I pull together cross functional teams to get the best solution for the customerI am competitive and always strive to exceed my goals - I love to grow revenue in customers - I worked with customers that provide monthly revenue of $1 million - I have worked opportunities and negotiated deals to support my goalsI enjoy leading and mentoring teams - I love to win, but seeing my team win is even more rewarding - I push team members to come with solutions, not just problems - I love seeing the “aha” moments when mentoring someoneI am always learning and growing - Always calm when faced with adversity - I use data when making decisions - I never settleProfessional SkillsLeadership | Customer Success | Account Management | SaaS | Sales Methodologies | Strategic Relationships | Customer Experience | Team Development | Customer Loyalty

Keith Peterson's Current Company Details
National Motor Freight Traffic Association, Inc.

National Motor Freight Traffic Association, Inc.

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Customer Success Leader | Strategic Account Management | Driving SaaS Revenue | Improving Customer Experience and Retention
alexandria, virginia, united states
Website:
nmfta.org
Employees:
25
Keith Peterson Work Experience Details
  • National Motor Freight Traffic Association, Inc.
    Director Of Operations
    National Motor Freight Traffic Association, Inc. Nov 2023 - Present
    Alexandria, Virginia, United States
  • Solera, Inc.
    Senior Director Of Professional Services
    Solera, Inc. Jul 2021 - May 2023
    Leading a team of 70+ people with locations in North America, Mexico and India. These services may include project management, consulting, implementation, training, and ongoing support.• Developed channel partner relationship resulting in new product that reduced implementation time for customers from 3 months to 3 weeks.• Contributed $2 million in revenue year over year.• Implemented weekly process for management analyze employee utilization that resulted in an increase of 25% productivity week over week.• Implemented an escalation process for team members to follow that required them to gather info before presenting case to leadership which resulted in a reduction of customers with issues from 15 to 3 in the span of 2 months.
  • Omnitracs
    Director Of Strategic Customer Success
    Omnitracs Sep 2016 - Jul 2021
    United States
    Direct overall operations of managers and employees, leading largest and most valuable customers to protect and grow +$100M in yearly revenue. Oversaw the strategy, planning, and execution of the organization’s overall customer experience goals.• Achieved a 95% retention rate of strategic accounts.• Personally worked with largest strategic accounts that represented $20 million/year in ARR.• Implemented an Executive Business review process which led to a 50% increase in upsell opportunities.• Managed the NPS results on a monthly basis and personally addressed low scores from detractors resulting in an improvement in NPS score of 25%• Created customer success playbooks to standardize teams in assessing customer’s health, escalating issues appropriately and managing at-risk customers.
  • Omnitracs
    Strategic Customer Service Manager
    Omnitracs Jul 2014 - Sep 2016
    Omnitracs, Llc
    Managed overall operations of 10 team members across multiple locations who were responsible for working with strategic customers. Also was personally responsible for the 5 largest customers with revenue in excess of $125 million dollars.• Developed and managed the compensation plans for the team members that were based on customer retention and selling of new services within their customers.• Implemented process for Customer Success people to enter activities in Salesforce in order to report on engagement for leadership.• Served as escalation point for team members working to get appropriate visibility and resolution of issues.• Developed listening to points in the customer journey, defined segmentation of customer base, and identified opportunities for continuous improvement.
  • Qualcomm
    Regional Customer Service Manager
    Qualcomm Oct 2007 - Jul 2014
    Collaborated with the regional customer service representatives to manage current accounts. Established individual productivity and quality metrics to compliment corporate-specific metrics. Led a team of 11 team members in multiple locations, evaluating progress through using a CRM tool.• Interacted with customers, responding to questions and guiding customers to the appropriate service.• Created and implemented programs to improve customer service experiences.• Selected, recruited, and developed new customer service representatives.
  • Qualcomm
    Customer Service Specialist
    Qualcomm Apr 2000 - Oct 2007
    Protected my customers from competitive intrusion and assisted in growth in the area.
  • Interstate Distributor Co.
    Fleet Manager
    Interstate Distributor Co. Aug 1997 - Apr 2000

Keith Peterson Skills

Customer Service Account Management Management Customer Satisfaction Process Improvement Team Leadership Customer Retention Telecommunications Team Building Leadership

Keith Peterson Education Details

Frequently Asked Questions about Keith Peterson

What company does Keith Peterson work for?

Keith Peterson works for National Motor Freight Traffic Association, Inc.

What is Keith Peterson's role at the current company?

Keith Peterson's current role is Customer Success Leader | Strategic Account Management | Driving SaaS Revenue | Improving Customer Experience and Retention.

What is Keith Peterson's email address?

Keith Peterson's email address is ke****@****net.com

What schools did Keith Peterson attend?

Keith Peterson attended Eastern Washington University.

What skills is Keith Peterson known for?

Keith Peterson has skills like Customer Service, Account Management, Management, Customer Satisfaction, Process Improvement, Team Leadership, Customer Retention, Telecommunications, Team Building, Leadership.

Who are Keith Peterson's colleagues?

Keith Peterson's colleagues are Alexis Yelverton, Erin Carter, Latressa Cross, Debbie Sparks, Makenna Peterson, Odimar Morales, Faith Langille.

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