Marceline Smith Email & Phone Number

Loxahatchee Groves, Fl, Us

United States

Global Contact Center Sales Specialist scaling Microsoft's AI-first Contact Center through strategic partners, Americas region

United States

Driving global availability of customer-centric Conversational AI and Security AI solutions for Nuance, a Microsoft Company. Working with sales and product leaders as a technology partner and solution advisor to our strategic CCaaS partners to innovate and enhance their global offerings. Managing GTM and sales enablement programs, business growth initiatives and joint, cross-vertical solution development.

Florida, United States

Senior Manager for Nuance responsible for our strategic CCaaS partnerships worldwide for Cisco and Nice, leading GTM strategy for existing and emerging product lines and services. Brokering impactful connections across departments and regions to extend our market reach. Product liaison to sales and services teams; partner advocate and resource to the Nuance business and technical teams for product integration, technical support, legal and sales support. Working across teams to nurture and extended our client ecosystem.Providing direct partner support for compliance, agreements, licensing and sales engagement activities, including direct support for quotes, orders, deal reviews, and procurement processes.

Florida

Enterprise Sales for Voice, Mobile and Digital Customer Care Solutions. My role as an individual contributor on the Nuance strategic accounts team is to advise, service, support, and provide thought leadership for large organizations in the financial services, healthcare, and travel industries. I've been part of the sales organization for Nuance for over a decade, and I bring that multifaceted experience to the account executive role including both my technical and consulting background. As a strategic account executive, I offer the entire Nuance Enterprise portfolio of service solutions including IVR, mobile, digital web, hosted / subscription services and Voice Biometric authentication applications for both inbound and outbound Customer Care. With the full backing of Nuance's executive leadership team, I partner with C-Suite and senior executive leadership in accounts that have been identified as strategic organizations leading their industry with highly differentiated offerings to the market. I help these leaders strike the balance between operational savings without compromising a world class user experience. My strategic account territory includes organizations who service their end users globally through a variety of automation channels.

Fl

Territory Account Manager for IVR and Contact Center solutions in Florida, Mississippi, Alabama and Virginia.Experience in solution selling for software and professional services to implement IVR, CTI, Mobile, and Web technologies, Voice Biometrics, as well Business Consulting and Continuous Improvement offerings.Manage and grow account partnerships with channel platform providers, systems integrators, and contact center technology providers.Position Enterprise solutions with best-in-class design for financial services, utilities, healthcare, government, retail, and education organizations.

Nuance Na Enterprise, East Region

Provide leadership to sales engineering teamEnsure SE team is fully and effectively scheduled and utilizedServe as the escalation point to sales professionals and SEs, addressing issues and problem solving for the overall good of Nuance business.Provide direction and feedback to SE’s to effectively determine clients needs and present value added solutions. Partner with Senior management to develop new processes and procedures to increase the effectiveness of the SE teamLead efforts that might be strategic in nature, complex in structure, or in an unusually difficult sales environment.Contribute both in a management and individual contributor role to achieve revenue and booking targetsRecruit, train, mentor and develop SE’s within the organizationSupport, coach and mentor individuals in achievement of their personal and professional development needs; evaluate employee performance against those goals.Perform all Principal Sales Engineering tasks in partnership with the Sales team and other SE and Professional Services groups within the organization.

I have worked in the IVR/Speech industry since 2000, and I am using that experience to architect solutions in the pre-sales process for Enterprise companies leveraging automated self-service for Contact Centers. My strongest skills are my customer interfacing abilities, my aptitude for collecting and analyzing business and technical information, and the efficiency with which I translate that information for business owners and technical resources. I enjoy fast paced, challenging work.My current role includes sales support functions for customer application discovery; writing RFP responses; providing system architecture configurations, diagrams, and pricing; application assessments and current/future state consulting. I also work closely with our technical resources to scope and price professional services hours for design and development work. My subject matter expertise is in the healthcare industry with a focus on self-service opportunities for uers in this field.

In my role as a speech consultant I offer technical expertise during the pre-sales process to medium and large companies looking to implement speech automation. In this role I focus on business operations analyis, call center operations analysis, and business development for automated customer care. Most of my clients are in the retail market and operate large call centers and e-commerce sites. I provide technology assessments that propose the optimum design for the VUI front end and integration back end for speech solutions.

As a product communications manager I am responsible for creating, maintaining and publishing all of the marketing, design, implementation and training materials for the company's software product. I conduct internal and external sales training. In my former position as Director of customer development, I managed a team up resources including developers, designers, and testers for medium to large-size customer engagments through the full SDLC.

Boca Raton, Fl

- Senior Leadership Team member with direct report to CEO; participated in company financial planning and personnel planning including hiring, training, and employee evaluations- Managed award-winning application deployments (adding over $3M in revenue annually)- Pre-sales consulting that lead to 3 major contract wins (over $1.5M in revenue)- Managed 11 resources for solutions that drove customer satisfaction and adoption rates up 25-60% across various accounts- Project management and pre-sales engineering included writing proposals and RFP responses for hosted solutions deployed to medium and large enterprises (Retail, Financial, Travel, Publishing, and Contact Centers)- Director of post-deployment application support, including client maintenance agreements and application tuning engagements

B.S, Biology, Chemistry

Activities and Societies: Caribbean Students Association, FAMU basketball, SGABiology/Chemistry major

Diploma

Theater, Track & Field, Basketball, Honor Student