• Managed day-to-day customer initiatives, escalations and provided guidance for strategic product decisions based on customer feedback and sentiment.• Created a Monthly Customer Enablement Video Series to help educate and increase adoption.• Helped create a more standardized implementation process based on changing business direction.• Led onboarding of new customers to ensure smooth implementation and adoption.• Created Catalyst Templates to standardize processes across the team/business. Triaged Customer Support cases via Zendesk.

• Managed the business relationship between SailPoint and strategic accounts ($600K ARR+, $14.5mm ARR portfolio, Fortune 500); responsible for overall client satisfaction and retention.• Implemented Executive Sponsor Program to ensure alignment with our most strategic customers.• Mentor team members on best practices for working with customers to increase adoption, customer satisfaction and grow ARR.• Provide coaching and advice to clients on the use of SailPoint’s solutions for Identity Security. • Develop insights into the challenges faced by client organizations and provide recommendations by proactively sharing best practices.• Monitor accounts for change in product usage, personnel, goals, financial conditions and competitor involvement that could have an effect on the client’s renewal.• Identify new opportunities for expanding SailPoint product usage to maximize client success and SailPoint revenue growth through contract renewal.

• Manage customer relationship throughout lifecycle and be customer advocate internally.• Act as trusted advisor and customer escalation point to advocate internally with Implementation, Billing, TAC and Sales.• Conduct Account reviews and negotiate contract renewals to maintain high revenue retention rate.• Maintain and enhance customer satisfaction to create NPS promoters and loyal customers who will purchase additional products and spread ShoreTel via word of mouth.

• Consult with Director of Client Services for all Client Service issues to ensure decisions are in line with business priorities and that potential pitfalls are avoided.• Assist Director of Client Services in management duties for a team of 8, including quarterly goal/quota planning as well as day-to-day staff management and other projects as needed.• Responsible for maintaining, growing and acquiring revenue from the Installed Base through support renewals.• Have exceeded quarterly and yearly quotas consistently since joining ShoreTel.• Successfully partnered with internal teams like product management, channel marketing, sales and support to increase customer satisfaction and revenue opportunities.• Maintain close rapport with Distributors, Partners and Customers to resolve outstanding issues and point person for customer escalations and exception requests.• Interviewed new hire candidates and assisted with final hiring decision process. Successfully on boarded, mentored and developed several new hires within Client Services team. • Managed multiple regions internationally including Canada, EMEA, Central, Northeastern and Southeastern US.

• Be the primary point of contact in client relationship for all issues and concerns.• Assist clients in short and long term planning to meet their financial goals.• Establish new client relationships through prospecting and cold calling.• Communicate effectively with clients to assure they’re up to date on policy changes and the effects they have.• Provide superior client service to surpass expectations, ensure client satisfaction and maintain lasting relationships.• Work successfully in a team environment to achieve and surpass personal and company goals.

• Service client accounts to assure client was pleased with their relationship with the bank.• Prospect and Cross-Sell personal and business banking products to clients.• Developed new business by meeting business owners and decision makers outside of the office, cold calling and referrals.• Ranked #3 in Austin region in loan volume in 2nd Quarter of 2006.

• Developed new prospects/contacts and interacted with existing customers to increase sales of software solutions.• Assisted with implementation and execution of marketing plans and events including direct and indirect marketing.• Initiated client contact with top level executives from Fortune 500 companies to market Vignette solutions and find any open projects which Vignette solutions might be a fit for.