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.

• 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.