Spearhead all aspects of customer success via the leadership of 9 customer success staff for a book of business, to include client engagement, serving as a trusted advisor for strategic accounts to ensure customers are successfully achieving business value for services rendered, and fostering trusting relationships with customers to drive retention. Direct overall customer service operations, determine performance objectives/metrics, define tools to measure progress, and ensure consistent achievement of business objectives.• Ensure team processes and activities support overall success and future vision, while driving the identification, development and implementation of programs, policies and procedures.• Establish cross-functional relationships across customer experience, sales, sales operations, and operations to influence change with a customer first experience mindset.• Play key role in developing/modifying the customer success program including aligning customers to business model to determine needs and drive all areas of support.• Partner with teams to implement solutions to improve efficiencies, team processes, and constantly seeking ways to enhance client service offerings; review variable comp quotas and monthly payouts.• Lead the interviewing, selection, training and oversight of top talent for the sales support team, customer service team, and project support team to ensure internal/external needs are met.• Lead weekly account meetings and quarterly business reviews with customers and cross-functional teams.• Work with all departments to identify areas for process improvement, efficiencies, and solutions, while managing frequent interactions regarding problem escalation, resolution, and prioritization.• Serve as a stakeholder in partnership for the monitoring of $50M in transactional budget for consumables and rentals for calendar year 2023.• Successfully retain 70% of team members through the first 13 months after the AMECO acquisition.

Oversaw the day-to-day activities, goal management, sales, and the overall success and continual improvement of rental operations and inside sales strategies consisting of 25+ staff to maintain processes, ensure profitability, and direct all short- and long-term planning in support of strategic goals. Maintained up-to-date knowledge of region, industry, customers, and competition to ensure MAFCO was well-positioned for success.• Defined sales territories and built/maintained customer relationships to assist the sales team in closing deals; created and modified high-impact sales strategies and campaigns used by the teams.• Recruited, motivated, mentored, and empowered high-performing rental and inside sales teams to achieve company goals; measured team member success on an ongoing basis.• Executed a consistent performance management process with employees including quarterly reviews and annual goal setting; improved performance via analysis of KPIs, data, and metrics.• Provided coaching and guidance to all assign staff via training, territory oversight, regular sales meetings, quarterly and annual performance reviews, and accountability for established targets.• Led sales initiatives and other customer-focused events to improve business relationships and drive sales penetration within each territory; helped develop new markets and understand market trends.• Ensured timely response to all inquiries and communications from customers to build and maintain a relationships and maximize rental sales opportunities.

Led a team of 5 in managing all aspects of rental fleet operations including areas such as budget management, increasing efficiencies in the rental check-in and check-out process, and bolstering revenue through the development of an improved equipment evaluation process to capture customer chargebacks for preventive maintenance and damages.• Created and implemented a system of visibility regarding equipment status and rental availability.• Collaborated and led the internal and external marketing of new items and new technologies in the rental fleet.• Engaged with other departments to secure cooperation in devising ways to use assets already owned to fill orders for an on-site program called StrikeForce which resulted in a substantial cost avoidance of $1M in new equipment spend.

INSIDE SALES MANAGER (2/2018-7/2020)INSIDE SALES REPRESENTATIVE (4/1996-1/2018)Managed and led a team of 20 representatives in all aspects of inside sales, business development, customer service/support, and account management functions, while fostering and forging new/existing relationships that impact the long-term success and sales of our products and services. Oversaw quoting and selling, up-selling, and cross-selling of products/services via inbound customer calls to drive increased share of customer spend and account retention.• Managed assigned account base ensuring customer service/satisfaction expectations were met while achieving sales and profitability objectives.• Created and implemented a salary plus commission program that was beneficial to the employee and the company, as well as motivated team in meeting/exceeding goals. • Handled all strategic hiring and training to be ready for a wave of tenured salespeople that would be retiring all around the same time. • Built a new department model so that inside sales representatives were no longer fully responsible for all aspects of the transaction.• Established/maintained a high level of customer satisfaction on all sales transactions, while working with stakeholders and accounts to identify and resolve unique customer needs/issues.• Supervised the activities of the Inside Sales team to ensure team members met/exceeded sales call activity goals for new sales, lead generation and contact productivity.• Developed and facilitated ongoing training that provided guidance and coaching to inside sales representatives; led weekly team meetings to communicate monthly goals, challenges and reporting.• Played key role in helping the team through a transition from an old ERP to a new SAP Business One; actively participated in all script writing, workflow development, and pre-transition testing.• Led the entire team through multiple weeks of training and subsequent implementation of the SAP solution.