● Perform a thorough user fitment analysis through technical discovery and craft a tailored user journey for the prospect● Lead and drive customized Proofs of Concept to articulate product value to Executives from Fortune 1000 companies● Assist and enable sales team with technical presentations and to close deals with much ease● Serve as the conduit between product, engineering and sales to solve customer use cases better and deliver a solid GTM strategy for new feature releases● Guide prospects with product evaluation and quicker adoption, positively impacting deal closures and conversions

As a Senior Customer Success Manager (Senior CSM), I was actively involved with customers to build relationships, promote software adoption, address Customer issues, identify new business opportunities, negotiate terms for Professional Services, and for the ongoing promotion of the value of Responsive (formerly RFPIO) solutions. I oversaw the relationship with Responsive’s customers in my book of business for the duration of their contract(s).

As a Customer Success Manager (CSM), I was actively involved with customers to build relationships, promote software adoption, address customer issues, identify new business opportunities, negotiate terms for Professional Services, and drive the ongoing promotion of the value of Responsive (formerly RFPIO) solutions. I oversaw the relationship with my assigned Responsive customers for the duration of their contract(s).All Responsive CSMs are the primary point-of-contact for our customers, and function as trusted advisors who provide ongoing support and facilitate customer success and user adoption to maximize the value Responsive brings to our customer’s business operations. This position advocates the needs of the customer to all internal Responsive teams.

Responsible for the strategic development and tactical execution of SGS FAO marketing and lead generation plans and campaigns. The objective was to consistently create qualified sales leads that enable the FAO sales force to exceed annual sales targets. I also acted as the FAO liaison for Industry Analyst Relations.In her role, Monica:• Developed lead generation goals, identified and shared best practices, and cultivated and developed key strategic partnerships with internal and external business partners. • Defined, executed and measured demand and lead generation strategies across a variety of outbound and inbound marketing programs. • Coordinated efforts with FAO sales leadership, the internal marketing team and outside vendors/agencies to develop SEO and web optimization efforts, email campaigns, content creation, and other strategies that facilitated the development and execution of marketing campaigns. • Developed, implemented and actively managed digital and social media strategies on multiple platforms based on business goals, objective and audience needs. The FAO practice was the first vertical within the company to launch a full-scale social media plan.• Conducted business intelligence and analyzed the efficacy of lead generation activities to identify target groups (i.e. verticals, roles, functions, etc.) with highest likelihood of success.• Prepared all FAO RFIs and briefing updates as the liaison for the practice with the Analyst & Advisor Relations team.• Created, managed, and accurately forecasted the FAO marketing& lead lifecycle budget. About Sutherland Global Services: Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. It is one of the largest, independent BPO companies in the world.

• Reviewed, analyzed, wrote and submitted all Requests for Proposals and Requests for Information for the Finance & Accounting Outsourcing Practice for Convergys and for Sutherland Global Services, post-acquisition. Analyzed and broke down each request upon receipt, established and monitored a deadline and researched and wrote the formal response to the client. Also managed the response through the full edit and submission cycle and ensure each request received proper executive, legal and financial approval prior to distribution.• Worked with Subject Matter Experts within the Finance & Accounting practice and throughout other areas of the company during the response development process to ensure accuracy of information, as well as to ensure that the client’s requests were adequately and accurately addressed.• Developed creative and written content for all Finance & Accounting internal and external marketing communications, including content for thought leadership lead generation campaigns, Internet landing pages, Internet and Intranet product information, product and service fact sheets, PowerPoint sales presentations and sales pitch guides for all Finance & Accounting and product offerings. • Supported industry webinars, conferences and trade shows where Sutherland Global Services was a sponsor, speaker and participant, and worked directly with Marketing to develop creative concepts, look and feel of show and content for sponsorship presentations.• Worked with internal staff to provide ongoing, consistent responses to Third-Party Advisors and Industry Analysts, including presentation development and content management of industry-issued analyst matrices.• Managed and directed the work of marketing consultants and interns hired to assist in the development of messaging and content for the Finance & Accounting practice.

• Researched and developed the template and wrote the content for the Performance Contexts of Bank of Oklahoma, Bank of Texas, Bank of Arizona, Bank of Albuquerque and Colorado State Bank & Trust. In 2006, Bank of Oklahoma received the highest rating possible on this exam for the first time, and in 2007, Bank of Arizona, Bank of Albuquerque and Colorado State Bank & Trust received the same “Outstanding” rating, also for the first time.• Increased Branch Manager participation in community service activities by more than 200% over a two-year period by implementing and managing the organization’s Adopt-An-Agency Program.• Managed and directed all Community Reinvestment Act-qualified community service outreach activities, with a specific focus on providing the FDIC Money Smart financial education curriculum to low- and moderate-income individuals and families across the Bank’s footprint. Taught classes and made presentations on a regular basis to groups of 15 to 500 people and trained more than 150 bank employees to teach the curriculum.• Planned and executed an annual strategic planning session, with Key Bank executives as guest presenters to the senior leadership team of Bank of Oklahoma. Responsible for inviting speakers and participants.• Developed, implemented and continuously managed the Community Development Banking Group’s internal and external marketing strategy for an eight-state region for BOK Financial. Responsibilities included the development and on-going management of collateral pieces, written communications, branch advertising and Intranet and Internet site design and content.• Spoke as a subject matter expert at the Center for Financial Services Innovation Annual Underbanked Forum and the FDIC Dallas Region Annual Training Conference in 2007. Provided detailed information about the bank’s innovative financial education initiatives to conference attendees, and discussed all program phases from implementation to management.

• Drove the day-to-day project, personnel and budget management for the Financial Services Department. Programs managed included Low Income Tax Credit preparation, Earned Income Tax Credit preparation, Individual Development Accounts, Housing Counseling and First Time Home Buyer certification and Mortgage Lending.• Project-managed multiple programs and pilot projects simultaneously, including the nationally recognized Tax Refund Splitting program, which was a joint pilot program with Community Action Project, Bank of Oklahoma, Doorways to Dreams and Harvard University. The research resulted in a change in IRS regulations to allow all taxpayers to split their refunds into multiple accounts.• Actively participated in the research and writing of and annual reporting on all Financial Services related grants, including those for local, state, national, public and private funding sources. Contributions resulted in the agency being selected as one of 15 nation-wide Fannie Mae Foundation Alliance members.

• Contributed to all phases of the strategic planning and scenario planning processes, including scenario identification, internal and external environmental analysis (SWOT analysis), scenario likelihood and decision tree mapping, five forces analysis and contingency planning to prepare the company for emergence from bankruptcy.• Managed the creation and development of 15-20 executive presentations monthly, including Analyst Conferences, Bankers’ Meetings, Senior Officers’ Meetings and Board Meetings, for members of senior management for more than nine executive presenters and more than 200 attendees.• Coordinated multiple teams, including a core team, subject matter experts and external consultants. Prepared all associated presentation materials and written documentation associated with the strategic plan for use with the leadership team and the Board of Directors.