Kersten Knickerbocker Email & Phone Number

Leading global WFM and EMEA HRSD Renewals teams.Collaborating with Operational partners to maximize revenue.Driving team and individuals to best in class performance levels.

• Leading US Manufacturing, EMEA WFM and EMEA HRSD Renewal teams. Focusing on churn mitigation, on-time renewals and capturing highest possible revenue including uplifts and PEPM increases.• Quickly developed strong rapport with Contract Operations counterparts to establish critical partnerships.• Continuously motivating individual reps at various stages to ensure best possible output. • Fostering friendly competition and a cohesive team environment through consistent education and communication.• Driving the team forward for constant improvements to ensure KPIs are not only met, but exceeded despite challenging circumstances.

• Led $150M US Public Sector maintenance renewal sales and operations teams under budget. • Sales team focus on renewal retention, loss mitigation, upselling and cross-selling additional services during an aggressive growth strategy. • Facilitated forecast meetings with partners and internal sales, operations and finance teams using strict metrics. • Cultivated inclusive Sales Ops/Contract Ops/Order Admin teams by implementing goal-driven culture. • Increased employee engagement and customer satisfaction through team development and accountability. • Built relationship management culture in diverse environment including with customers, distributors and resellers.• Improved annual operating budget margins by $300K• Consistently asked by leaders to provide mentorship across multiple teams by inspiring individual confidences, fostering enthusiasm and knowledge of integrating diverse skills across various business units.

• Built and oversaw newly formed Worldwide Renewals Process Optimization team during company-wide SFDC software solution rollout.• Collaborated with internal and external developers to establish guidelines and requirements including user acceptance testing and bug fixes to bridge gap between IT and Sales.• Implemented quality control measures to avoid revenue impacts.• Supported Worldwide Renewals Leadership and Reps to ensure successful rollout of new system which helped drive sales and improve operational processes.• Created, presented and published content via online portals, newsletters and training sessions.• Provided proactive coaching, mentorship and skills development.

• Managed US Top Accounts and Canadian Renewals teams with $180M annual quotas.• Fostered customer success environment to solidify ongoing software usage.• Analyzed and maintained detailed forecast reporting. Hired, trained, and motivated teams to overachieve through clear goal setting and expectations of excellence. • Reviewed and approved deal pricing and contract terms.• Managed partner relationships and engaged customers at all levels.

• Managed multiple North American Commercial, US Government and WW SaaS software renewal sales teams with $200M quotas. • Coordinated with various internal and external teams to ensure on-time closure of deals.• Mined data to uncover growth opportunities to upsell premium and education services. • Organized ad hoc projects with minimal guidance by Executives to identify additional growth initiatives.

• Managed teams of up to 30 employees covering $200M annual sales volume with Fortune500 commercial accounts plus State and Local Government customers. • Consistently exceeded sales goals through solution selling methodologies.• Developed lead generation programs which were shared across the organization.• Held highest rate of employee promotions.

• Supervised 13 employees managing customer service hotline. • Chaired multiple internal process committees as requested by Executives.• Assisted with and presented at local plus national customer conferences.• Hired and trained new employees.• Created How-To process documentation that significantly reduced customer hold times.

• Worked inbound customer satisfaction hotline.• Updated process materials and helped train new employees.• Maintained exceptional issue resolution and call stats.

• Managed $1M Federal Space Command budget at Peterson Air Force Base. • Negotiated contract pricing agreements freeing up budget to allow for additional purchases.• Organized and maintained additional $200K inventory for local School District networking project.• Hired vendors and managed 6 contract employees for School District project.