Marc Gray Email & Phone Number

Madison, Wi, Us

Madison, Wisconsin, United States

Madison, Wisconsin

• Track lifecycle order and billing activity; resolve customer issues to ensure positive customer experience• Manage sales projects to customer satisfaction• Communicate with customer, AT&T Legal, and Business Development teams to structure contracts that meetclient needs• Implement multiple complex services including managed global WANs, VoIP services, security applications, data centers, disaster recovery, and call center applications• Utilize Customer Relationship Management Software for sales opportunities (Siebel CRM)• Create winning sales plans utilizing the Science of Consultative Selling methodology• Maintain and grow existing revenue streams for several Wisconsin based AT&T Industry Solutions Clients• Accountable for production and revenue growth of $33M sales module

Madison, Wisconsin, United States

• Built customer loyalty through ongoing Managed Services business relationships with multiple, large managed services customers through proactive, open, responsive, and collaborative account management.• Coordinated Incident, Problem, and Change Management 24x7x365, utilizing ITIL methodology.• During high severity situations, assumed extended communication role between CDW and customers to ensurebusiness operations are resumed as soon as possible.• Facilitated customer engineering consultations utilizing CDW Managed Services and Field Engineers. • Managed Configuration Item enrollment projects for Managed Services and Hosting customers. • Ensured accurate billing for customer Managed Services and Hosting invoices.• Identified and qualified potential sales opportunities for existing customers to share with CDW Sales team.

Madison, Wisconsin, United States

• Maintained and grew existing revenue streams for several Wisconsin based AT&T Premier Clients• Accountability for production and revenue growth of $68M sales module• Exceeded sales objectives each year• Member AT&T National Council for Sales Account Manager position – Council Co-Chair 2013 and Chair 2014• Assisted in negotiating and implementing multi-million dollar sales contracts• Communicated with customer, AT&T Legal, and Business Development teams to structure contracts to meetclient needs• Ensured contracted elements billed correctly

Madison, Wisconsin, United States

Field Service Manager / Account Relationship Manager: September 2000 – October 2005• Provided pre and post-sales support for Tier I thru Tier III business customers in WI• Multi-million dollar base of 35 customers• Managed service implementation and conversion projects• Migrated large university from AT&T OneNet billing platform to ABN platform• Resolved customer billing and service related issues• Maintained customer project/issues logs: tracking service, projects, and maintenance issues

Madison, Wisconsin, United States

• Managed multi-faceted telecommunications projects involving local, long distance, data/Internet, cellular and paging services for clients• Ensured that guaranteed ROI was met by reviewing customers’ invoices for billing errors, potentialtechnology migrations, and contract migrations• Prepared and presented savings analysis reports for clients’ C level management • Met contracted guarantee for 100% of projects• Generated and evaluated Requests for Proposals (RFPs) based on customer buying criteria• Utilized customized database to input and analyze customer data and vendor proposals• Negotiated complex vendor contracts for business clients• Supervised project team members.• Prepared performance appraisals for project team• Participated in project team interviews• Assisted in development and implementation of bill-paying services, creating a niche in the marketplace

Madison, Wi

• Managed relationship between TDS and vendors for Centrex, ISDN, Business Systems, Video-conferencing, and Pre-paid Calling Card products.• Maintained annual revenues of $9M across product lines• Forecasted revenue for Data Services’ product lines for management approval• Supported field sales staff, providing information on existing and potential new product offerings• Represented Retail Markets Group on Y2K Steering Committee for TDS Telecom• Achieved 100% compliance for Y2K standardsBilling Analyst: July 1996 – January 1998•Provided functional/tech assistance for mainframe billing production platform supporting TDS companies. •Managed system-related projects including conversion and implementation related activities, enhancements, and complex problem resolution/recoveries.•Coordinated billing cycle verification, system user security access changes, E-911 and Caller ID database loads. •Implemented complex customer calling plans based on tariffs provided by PSCs.•Provided daily support for billing system issues.

Madison, Wisconsin, United States

• Provided functional/technical assistance for mainframe-based billing production platform supporting 105 telephone companies.• Managed system-related projects including conversion and implementation related activities,enhancements, and complex problem resolution/recoveries• Coordinated billing cycle verification, system user security access changes, E-911 and Caller Namedatabase loads• Implemented complex customer calling plans based on tariffs provided by Public Service Commissions.• Provided daily support for billing system issues

Help Desk Manager: October 1995 – July 1996• Responsible for the daily operation of the Delivery Systems Help Desk with support focusing on CSG Card Services’ automated delivery platform.• Managed Help Desk re-engineering project designed to restructure the Help Desk to support all CSGplatforms• Supervised support staff (including hiring decisions, performance appraisals, career-pathing, and wageincreases)• Provided vendor management reporting to senior management • Coordinated pre/post conversion and code migration validation for mainframe credit card processing platform (TRIUMPH®)Help Desk Coordinator: January 1994 – October 1995•Analyzed card processing functionality needs for CUs.•Communicated resolutions to TRIUMPH system issues/questions.•Provided tech expertise and tech support for training/doc materials.•Conducted training for Help Desk staff.Account Representative: September 1990 – January 1994•Reviewed training/documentation materials for technical accuracy.•Documented Help Desk procedures •Maintained issues database •Provided internal support for TRIUMPH processing system issues/questions.•Analyzed BAC card procedures to determine conversion impacts.

Bs, Buisiness/Marketing

Graduated Cum Laude

Business